Lean Six Sigma and Baggage Handling Efficiency at Kenya Airways

Abstract

The objective of the study is the establishment of the relationship between Lean Six Sigma (LSS) and baggage handling efficiency at Kenya Airways. There are various techniques that are used in the Lean Six Sigma implementation. The techniques that have been of focus for the interest of the study are the Voice of the Customer, DMAIC cycle and DMEDI cycle. The research also shows previous studies on how LSS has been applied by other airlines to improve their baggage handling process and the ways in which baggage handling efficiency can be measured for airlines. The study shows why Kenya Airways is identified as the airline of interest. The data collection methods and the findings of the research are also indicated. In addition to secondary data, primary data was collected through use of an interview guide as the research instrument of choice since this is a case study. In this study, the lack of proper handling of baggage for the customers will be the main Critical to Quality (CTQ) factor that is considered. The introduction of Lean Six Sigma therefore improves the productivity and overall effectiveness in baggage handling processes by KQ. The study has revealed that the LSS methodology has enabled KQ to identify the main root causes resulting in baggage connectivity delays and this enabled them to carry out pilot cases. The study reveals that there is need to identify and embark on other initiatives that will lead to more customer satisfaction from the data gathered from the Voice of the Customer process. This will assist to better align the discrepancy in the key performance indicators between the teams that manage the baggage handling process at Kenya Airways.