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Lean manufacturing in measuring customer expectations at an airport

Author: 
Dr. A. K. Shaik Dawood, Dr. A. Riaz Ahamed and R. Karthikeyan
Subject Area: 
Physical Sciences and Engineering
Abstract: 

The objective of this study is to apply the concept of lean manufacturing and find out the different approaches to measure customer expectations. The lean concept is applied for reducing waiting time of passengers at various sections of the airport. A value stream mapping is designed, to improve the delay time and enhance customer satisfaction. During the Flight travel the checkpoint wait times for airport passengers were becoming excessive. They were particularly concerned that projections indicated wait times could reach three hours during the peak summer travel period, if the screening process was not improved. An experimental approach was done to identify the methods to minimize the check point delays and to create an improvement in customer enhancement service. Airport is reviewed and the importance of services, new approaches for development as well as the role of lean manufacturing is discussed. The literature is used to build up experiences of passengers at various airports, waiting time, which is tested to find out most important service quality attributes for the customers based on the data. A Value Stream Mapping is done. A Questionnaire survey is chosen as a primary method of data collection. The target group includes young professionals with completed or about to complete university education.

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