Improving baggage handling time at an international airport using Six Sigma methodology: A case study in the Middle East region

The efficiency of baggage handling greatly impacts airport operation, as delayed baggage can affect aircraft turnaround time, reduce minimum connection time, and affect gate management and airport capacity utilization. This research paper explores the application of Six Sigma methodology to improve baggage handling time at airports. The case study applied the DMAIC (Define, Measure, Analyze, Improve, and Control) methodology. The different phases of the study involve identifying the main problem in baggage handling, analyzing the data on the key performance metric, and implementing various improvements. There is a noticeable improvement in baggage handling time as quantified by sigma quality level (SQL). The SQL value increased from 1.46 to 1.96 for aircraft code C and 1.56 to 2.25 for aircraft code E. The average baggage handling time decreased by 10.5% and 19% for two aircraft codes. Through a structured Six Sigma approach, the airport identified improvement areas, implemented solutions, and increased customer satisfaction. The results of this study contribute to the growing body of knowledge on process improvement methodologies in the airline industry.