Summary Of Alaska Air's Six Sigma Framework

The company uses the Six Sigma framework. Alaska Air’s Success story is that with the use of Lean Six Sigma at the end of the first year they were able to achieve a 20 minutes wait for baggage compared to the original 45 minutes wait. Second, the rate of missing bags and flight cancellation decreased. Third, they became the number 1 on time airline in the United States (2012) and consistent rated in being in the top 3 three years later. Today, they have the lowest complaint rate (0.5 per 100,000 passengers). Alaska Air measures the customer performance metric. For the customer metric, they measure customer satisfaction level and customer retention. They focus on the number of customer complaints and as to how long the customer waits for his/her

With the use of this framework in reengineering its call centers and the automation of manual processes through call centers. Malaysia Airlines was able to achieve the following: Cutting call center costs by 18% and tripling sales, through phone, e-mail, fax, and web chat they were able to service customers, Interactive voice response or online ticket payment, and Tracking of agent productivity done by managers. In doing the following, they were able to streamline their processes. Malaysia Airlines measure the strategic metric. It measures the functional goals so that Malaysia Airlines can boost their customer payment capabilities. Another goal, is that their contact agents be able to provide quick information for customers by developing more resources to help contact agents to be able to provide said information. Next, is that the agent’s performance can be tracked and analyzed by managers. Lastly, to increase contact channels for

For the customer metric, they measure the annual number of new customers, annual proportion of on-time flights to total flights, and customer satisfaction survey. The annual number of new customers is being measured because an increase in the number of customers can give the company an idea about their future and potential growth in the market. This also gives an idea about the customer satisfaction. The annual proportion of on-time flights to total flights is the basic indicator for airlines. Even if the company has a low-fare image, if their flights are late, customers still doesn’t prefer it. The customer satisfaction survey is measured through a survey by rating them through satisfaction