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Abstract
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Article Information:
A Review of Lean Management Models at King Khaled International Airport (KKIA)
Tareq Al Muhareb and Jasper Graham-Jones
Corresponding Author: Tareq Al Muhareb
Submitted: October 03, 2011
Accepted: November 04, 2011
Published: July 01, 2012 |
Abstract:
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This study evaluates processes of enhancing service quality that is provided to airports’ customers.
Applying lean practices can assure the enhancement of service quality from the customers’ perspective.
Through this study King Khalid International Airport (KKIA) has been chosen for the purpose of enhancing
the passenger’s flow, by applying two Lean practices, which are SERVQUAL and Lean Six Sigma ‘DMAIC’
or Define, Measure, Analyze, Improve and Control. These two practices are chosen because SERVQUAL is
described as one of the best Lean’s methods as it use five stages to evaluate them and improve service quality
and DMAIC used for the purpose of enhancing the Level of Service (LOS) which can be applied in airports.
Through this study, several studies about applying Lean algorithms in International Airports for improving
performance and LOS have been reviewed. This study also reviewed the effects of applying these practices
specially SERVQUAL and DMAIC on these airports and how they enhanced and improved the overall level
of service.
Key words: DMAIC, KKIA, lean management, LOS, performance, SERVQUAL,
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Cite this Reference:
Tareq Al Muhareb and Jasper Graham-Jones, . A Review of Lean Management Models at King Khaled International Airport (KKIA). Research Journal of Applied Sciences, Engineering and Technology, (13): 1833-1840.
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ISSN (Online): 2040-7467
ISSN (Print): 2040-7459 |
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