The application of Six Sigma methodology for check-in service in airport

摘要

Check-in service is that passengers need experience flow in airport, and decides the first impression given passengers, so it plays an important role on the ground service quality. Based on the DMAIC model of Six Sigma, this paper applied DMAIC to improve check-in service performance in Hang Zhou Xiao Shan airport. According to DMAIC process, this paper systematically defines five stages of definition, measurement, analysis, improvement and control in check-in service. In each of those phases, the quality management methods and the statistical techniques is used. By employing the management of the Six Sigma DMAIC process, check-in service in Hang Zhou Xiao Shan airport quality improved distinctly, also provides new idea for optimization our airports' ground services.