Implementation Of Lean Six Sigma In S Civil Airport

The development of the service sector reflects economic development level ofthe nation. Speeding up the development of third industry could promote thetransformation and upgrading of industrial structure. The growth of service industrydepends on the innovation of science and technology. Among them informationtechnology brings continuous improvement of service efficiency and service quality,which also make new service products constantly emerging. However, management isthe premise and guarantee of technological innovation, only the simultaneousdevelopment could allow the enterprise to achieve maximized efficiency of resourceallocation. This makes the level of innovation and management mode to become thekey to the survival and development of enterprises in the service sector. The civilairport as a typical representative of the modern service industry is facing the problemof extensive management and lack of systematical effective management.Lean Management originated from Toyota Production System and Six Sigmafrom Motorola are important management achievements of20th century. Each wasproved as effective management mode to enhance the competitiveness of enterprises.Lean and Six Sigma are highly complementary. The core of Lean is to define valuefrom customer’s perspective, then to reduce waste and improve efficiency. Six Sigmais based on the data analysis, by eliminating the quality variation in pursuit ofperfection. The integration of two methods can play to their respective advantages,abandon their shortcomings. This mode has achieved remarkable success in the fieldof manufacturing industry.Just as quality on service stems from manufacturing industry, the service sectorshould also learn advanced management theory from manufacturing. To realize fromgood to great, S civil airport introduce Lean Six Sigma in order to deepen the internalmanagement and promote management innovation. In accordance with the overalldesign, step-by-step implementation and pilot strategy of Lean thinking, sorted outand diagnosed the process of operation. Selected pilot projects from three aspects ofsafety management, quality of service, equipment operation. In this thesis, shortencheck-in time project was shown in detail. The operation efficiency was sharplyincreased by using Six Sigma DMAIC method and combined with Lean tools ofstandard operation, abnormal management, TAKT, one flow, visual management etc. Waiting time of customer was decreased from18min to14min, as a result to haveenhanced customer satisfaction. Through a series of programs, Lean Six Sigma couldachieve management transformation of S airport, so as to consolidate and strengthenthe competitive advantage as the hub airport.