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2012 (Vol. 4, Issue: 13)
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 

Key words:  DMAIC, KKIA, lean management, LOS, performance, SERVQUAL,
Vol. 4 , (13): 1833-1840
Submitted Accepted Published
October 03, 2011 November 04, 2011 July 01, 2012
Abstract:

This study evaluates processes of enhancing service quality that is provided to airportsí customers. Applying lean practices can assure the enhancement of service quality from the customersí perspective. Through this study King Khalid International Airport (KKIA) has been chosen for the purpose of enhancing the passengerís flow, by applying two Lean practices, which are SERVQUAL and Lean Six Sigma ĎDMAICí or Define, Measure, Analyze, Improve and Control. These two practices are chosen because SERVQUAL is described as one of the best Leanís 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.
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  Cite this Reference:
Tareq Al Muhareb and Jasper Graham-Jones, 2012. A Review of Lean Management Models at King Khaled International Airport (KKIA).  Research Journal of Applied Sciences, Engineering and Technology, 4(13): 1833-1840.
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ISSN (Online):  2040-7467
ISSN (Print):   2040-7459
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