Design+Measure+Analyze Phase
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Transcript of Design+Measure+Analyze Phase
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Pakistan International Airlines
Sameer MirjatZain Zaman
Sameer RizwanRizwan MemonMohsin AhsanLabesh Kumar
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Define Phase
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Background Information about the Project
Pakistan International Airlines
Vision:
PIAs vision is to be a world class airline meeting customer expectationsthrough excellent services, on-time performance, innovative products andabsolute safety.
Mission:Employee teams will contribute towards making PIA a global airline of choice
through: Offering quality customer services and innovative products Using state-of-the-art technologies Ensuring cost-effective measures in procurement and operations Developing Safety Culture.
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Karachi Departures Domestic: 38 Departures International: 20 Arrivals Domestic: 45 Arrivals International: 17
Islamabad Departures Domestic: 17
Departures International: 15 Arrivals Domestic: 19 Arrivals International: 12
Lahore Departures Domestic: 1 Departures International: 7 Arrivals Domestic: 12 Arrivals International: 9
Other Flights 11
Total Flights per week 1525
Total Flights per month 6100
Flight Schedule(according to major national airports)
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Define - Context
Customer Dissatisfaction due to delays in aircraft maintenance and flight schedules Current Issue
PIA has been receiving numerous complaints about the flight delays, in-flight problems andflight safety issues for almost two decades now. These delays in flights as well as flightsafety issues are directly related to the aircraft maintenance and flight schedule issues.
These on-ground maintenance issues are to be taken care of in order to achieve customersatisfaction through meeting customer expectations from the national flag bearingairline. Also, the schedule of flights have to be made by the marketing departments insuch a manner that it puts less burden on the maintenance department.
Given the above condition, we have decided to do the improvement process, using DMAIC,focusing on the effectiveness and timely delivery of aircrafts on the runway. This willhelp us resolve 90% of the national carriers problems.
Tools in Define Stage:Tools that we used in our project are: CTQ Specifications Project Charter Process Map Stakeholders Analysis
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Voice of theCustomer (VOC)
CTQ CTQ Measure/Metric Current State Target
1Unsafe travelling dueto less maintainedaircrafts
Ensure every air-craftwill get ground time
of 150 hours permonth (5 hours/day)
MIS Ground Support,Base Management System,Quality Control System
Each air-craft reachesthe base after 4consecutive days
100% safe
travelling
2Excessive bookings onoccasion-based flights
Ensure flight bookingsnot more than 100%
available capacity
Quality Control System,Marketing Information
System
Flight bookings are morethan the capacity on
occasion-based flights
At least 15%reduction of
extra costs
3
Too much of customerdisgust created by thequality of flight
experience
Ensure less-strict salestarget by reducingtarget percentage by
at least 25%
Quality Control System,Marketing InformationSystem
Tickets are sold withouttaking care of currentsupply
100% qualityof flightexperience
Critical To Quality Specifications
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Voice of theCustomer (VOC)
CTQ CTQ Measure/Metric Current State Target
4Unsafe travelling due toold fleet and ill-
repaired air crafts
Ensure 100% positive
output
Quality Control System
Out of 39 aircrafts,31 aircrafts are in
working condition(79.84% output)
Ensure 100%output of
current air fleet
Critical To Quality Specifications
5Flight Cancellations anddelays
Ensure 100% flightoperations
Quality Control System,Marketing InformationSystem
Flights are cancelledif there are lesscustomers than10% of the totalcapacity
Ensure 100%operationsregardless of thecustomer-fill
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In scopeQuality Line Maintenance Services Include ( Pre-flight Inspectionbefore every Departure, post flight checks after arrival of everyflight) and decreased revenue targets through adequate numberof flight schedules by the Marketing department in order to meetthe maintenance demands of the aircrafts.
Out of ScopeOur scope excludes Central Control / Fuelling / GroundEngineering Staff / Crew Staff / Human Resources
The key problem faced are: Delays in Flight Less Ground time for Aircraft Maintenance Communication Gap between the Departments Passenger Missing Information Excessive flight limits burdening the aircraft runtimes
Problem Statement
Project Scope
To provide and further develop Safe, Efficient, Adequate,Economical and Properly Coordinated domestic as well asInternational air transport System. To repair, overhaul, Reconstruct assemble or recondition aircraft,Vehicles or other machine parts, accessories owned by thecorporation or by any other person. Increase in customer satisfaction by controlled flight Operations.
Adequate number of monthly flights in order to meetmaintenance requirements.
Customer:CTQ: 99% High quality Airline service and flight operationsaccording to the customer expectations.Convenience , Care , Affordability and Safety.100% information sharing within departments and withPassengers.Business: Eliminate the Following: Insufficient resources for development. Non-conducive working atmosphere. Integrated Stockrooms. Improper work attitude / Organizational culture.
Increase revenue by providing service to the third partycustomers.
Business Case
Goal Statement (Measurable)
Project Title: Customer Dissatisfaction due to delays in aircraftmaintenance and flight schedules
Business: Pakistan International Airlines
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Customer: Improve customer satisfaction (currently approx. 40%)
Business: Improve maintenance services to commercial aircraft,
offering maintenance, overhaul, repair, replacement, modification,testing and inspection of aircraft and/or its components in PakistanImprove marginal revenue by 5%.
Quality Departments, Flight Operations, External agencies(vendor) and Compliance, Airport management(CAA).
Define 26 th Sep - 2 nd Oct 2011Measure 3 rd Oct - 9 th Oct 2011Analyze 10 th Oct - 14 th Oct 2011Improve 18 th Oct - 23 rd Oct 2011Control 24 th Oct - 30 th Oct 2011
Project Plan/ Milestones / DeliverablesName Role % of time spentSameer Mirjat Project Manager 16.6%Zain Zaman Team Member 16.6%Mohsin Ahsan Team Member 16.6%Sameer Rizwan Team Member 16.6%Rizwan Memon Team Member 16.6%Labesh Kumar Team Member 16.6%
Projected Benefits Barriers/ Support required
Roles of Team Members
Project Title: Customer Dissatisfaction due to delays in aircraftmaintenance and flight schedules
Business: Pakistan International Airlines
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SnagRectification
TechnicalLog Book
Refuelling&
Cleaning
CentralControl
CaptainsClearance
Boardingof People
Verificationof Fuel
NeedsFuel Indent Signing Fuelling/Refuelling
Cabin Cleaning
Fuel verificationsigning by Aviation
Engineer
Catering
FlightDispatcher
Briefing
Load Check Crew Passenger ListFuel Check
Level 1: Core Process
Level 2: Sub Process
Luggage Loading
Level 3: Sub Process
Level 4: Sub Process
Process MapMarketing
DepartmentCustomer
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Our best estimate of the stakeholder's attitude, from supportive to opposed.
List of Stakeholders
by dept /Individual
names(can list in orderof importance)
StronglySupportive
ModeratelySupportive Neutral
StronglyAgainst/Opposed
ModeratelyAgainst/Opposed
Reason forResistance
Level of Resistance(High, Med,
Low) Actions
MaqsoodAhmed
(DirectorEngineering)
x
Stronglyagrees thatcomplaintsshould behandled
accordinglyso low
resistance tochange
Low
Since there are too many
flights on very few planes,the repair and maintanencearent done ccordingly and
he strongly supportsupgrading the fleet or
decreasing the number of destinations
Sameen Naqvi(Chief Engineer
LineMaintenance)
x VerySupportive
towardsquality
maintanence
Low
Recent groundings infrance and discovery of 40
snags are condemed by himas he says it is a result of Pakistan refusing to let afrench aircraft enter itsairspace for 45 minutes
resulting in frenchauthoritiesexacting
revenge.
Project Charter
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GM Marketing x
His majorconcern is lack
of partsavailable due
to non-availability of
funds
med
Concerns relating to lack of parts has grounded too
many aircrafts leading tosnags and overworking of existing aircrafts, strong
check and balance neededwith 100 percent delivery of
parts
GM HumanResources x
Supportive of routine
quality checksand balances
to maintainstandards and
reach forfurther
efficiency
Low
Construct a detailedprocedure to be followed for
quality maintenancethroughout different
departments
Your best estimate of the stakeholder's attitude, from supportive to opposed.
List of Stakeholders
by dept /Individual
names(can list in orderof importance)
StronglySupportive
ModeratelySupportive
NeutralStronglyAgainst/Opposed
ModeratelyAgainst/Opposed
Reason forResistance
Level of Resistance(High, Med,
Low)
Actions
Project Charter
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Measure Phase
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In measure phase analysis current performance level and identify goals wehope to achieve. It integrates visuals presenting flowcharts, process Map,sample Data sets, summary statistics and run charts.
Keen and accurate observation is very important in the initial part for thephase - if we can observe an event (or even its effects) we can measure
it. If we can measure it, we can improve it.Getting our measures right the first time is very critical.
Tools in Measure Phase:
Tools that we used in our project are:Performance standardDetailed As-is process MAPBar Charts
Measure - Context
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PerformanceMeasure
OperationalDefinition
Data Sourceand Location
SampleSize
Who willcollect the
data
When willdata be
collected
How willdata be
collected
Other Datathat shouldbe collectedat the same
time
GROUND TIME The time everyaircraft gets forrepair andmaintenance perday
Reports givenby MIS Groundsystem
Last 1year
Flight dispatcher,GroundEngineering staff
This datawill getcollectedMonthly"
MIS fromGroundEngineeringStaff and thereportsgenerated bythis system.
-
Data Collection Plan
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PerformanceMeasure
OperationalDefinition
Data Sourceand Location
SampleSize
Who will collectthe data
Whenwill data
becollecte
d
Howwill
data becollecte
d
Other Datathat shouldbe collectedat the same
timeFLIGHTSCHEDULES
A metricdescribing thepercentage of passengerstravelling in anaircraft
1. Tickets sold byMarketingDepartment2.Report given byFlight Dispatcher
Last 1 year MarketingDepartment, FlightDispatcher
At theend of every"WEEK"i.e.Saturdays
Sales of thetickets
-
Data Collection Plan
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Time Volume of ComplaintsOctober 2238
November 2784December 3047
January 1110February 1615
March 1045April 1334May 2276June 2991
July 3560August 2656
September 1916Total 26572
2238 2784 30471110 1615 1045 1334
2276 29913560 2656 1916
26572
0
5000
10000
15000
20000
25000
30000
October November December January February March April May June July August September Total
Volume of Complaints
4th Qtr (Last year)Trend First Qtr Trend 2nd Qtr Trend 3rdQtr Trend
Bar Chart 1 Volume of Complaints
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Bar Chart 2 Department-wise Complaints
Month Line Maintenance Marketing Total
October 1054 1184 2238
November 1589 1195 2784
December 2014 1033 3047
January 423 687 1110February 864 751 1615
March 465 580 1045
April 905 429 1334
May 1745 531 2276
June 2156 835 2991July 2232 1328 3560
August 1264 1392 2656
September 1145 771 1916
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Bar Chart 2 Department-wise Complaints
1054
1589
2014
423
864
465
905
1745
21562232
1264 11451184 11951033
687751
580429
531
835
13281392
771
2238
2784
3047
1110
1615
1045
1334
2276
2991
3560
2656
1916
0
500
1000
1500
2000
2500
3000
3500
4000
October November December January February March April May June July August September
Line Maintenance
Marketing
Total
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Bar Chart 3 Type of Complaints
Month Flight Delays/Cancellations Unsafe Travelling Total
October 1415 823 2238
November 1830 954 2784
December 1683 1364 3047
January 679 431 1110
February 963 652 1615
March 640 405 1045
April 732 602 1334
May 1430 846 2276
June 1726 1265 2991
July 2025 1535 3560
August 1811 845 2656
September 1290 626 1916
Total 16224 10348 26572
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Bar Chart 3 Type of Complaints
OctoberNovem
berDecem
berJanuary
February
March April May June July AugustSeptem
berTotal
Flight Delays/Cancellations 1415 1830 1683 679 963 640 732 1430 1726 2025 1811 1290 16224
Unsafe Travelling 823 954 1364 431 652 405 602 846 1265 1535 845 626 10348
Total 2238 2784 3047 1110 1615 1045 1334 2276 2991 3560 2656 1916 26572
0
5000
10000
15000
20000
25000
30000
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Detailed Process As-Is Map
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Obtaining data from customer services department due to privacyrestrictions.Coordination between departments as everyone is mostly non-responsiveand resistant to listen.Data bias as all the departments are busy playing the interdepartmental
blame game and no one wants to take responsibility for their mistakes.The shortage of time also was a hindrance in approaching the company on anofficial level.Understanding the process was also difficult because it was an engineeringrelated issue in the company and we as business students found it difficult to
understand.
Key Challenges
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Employee Turnover rate is too high as most qualified employees leave for more lucrative
offers from overseas airlines.A very vital finding is that there are too many flights and too few aircrafts leading to snagsand problems as there are too many scheduled flights. This is mainly the fault of themarketing department as they are given revenue targets and they dont take into accountthe repair and maintenance time. Leading to snags being carried forward and moreproblems due to grounded aircrafts resulting from poor maintenance due to lack of
aircrafts available for overbooked flights.Ground Time: The time every aircraft gets for repair and maintenance per day, is too lessas there are too many flights and not that many aircrafts. The management process isundisciplined and there is no check and balance in the system.There is a lot of miscommunication within the departments at PIA.Each departments work for its own benefit and does not look to help other departments.
There are not many employees in the technical department.All the management processes of the company are inefficient because they are very timeconsuming.The number of employees in the whole company are so many that PIA is unable tomanage them and use their finance in other areas except for the employee salaries.
The company does not have enough finance to fix its damaged airplanes.
Key Findings
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Analyze Phase
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The problem in Pakistan was that a major number of customers were not satisfiedwith PIAs service . After gathering and analyzing more information, we found out thatAircrafts were delayed from the line maintenance department due to which flightsdelayed , which is their basic expectation from an airline from which they have totravel. Our goal was to meet the expectations of the customers from the national flagbearing carrier. For this reason, we decided to resolve this problem by studying theentire process of aircraft delivery from the maintenance department.
After analyzing the entire process flow, two main areas were identified:
a. Late and ill repairs (Line Maintenance Department)b. Heavy flight load (Marketing Department)c. Maintenance Agreement not followed.
Tools in Analyze Phase:Tools that we used in our project are:
HistogramFishbone Diagram (Cause and Effect)Pareto Chart
Analyze - Context
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Problem Type Counts PercentageCumulativePercentage
Flight Delays 10348 38.94 38.94%
Unsafe Travelling 6250 23.52 62.46%
Inaccurate/DelayedInformation given to
customers 3868 14.56 77.02%Miscellaneous 3440 12.95 89.97%
Less Number of trainedStaff 2666 10.03 100.00%
26572
38.94%
62.46%
77.02%
89.97%
100.00%
0
2000
4000
6000
8000
10000
12000
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
Flight Delays Unsafe Travelling Inaccurate/Delayed
Information given tocustomers
Miscellaneous Less Number of
trained Staff
Counts
Series2Cumulativepercentage
Pareto Chart
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Environment People Process
Measurement Machine Material
Aircraft maintenanceissues
Non-ConductiveWorking Atmosphere
No trainingprogram forstaff
InsufficientResources forDevelopment
Labor unioninvolvement
Low employeeengagement
Less groundtime for Aircraftmaintenance
NoRechecking
Maintenancestandards notFollowed byEmployees
Lack of coordinationb/w the departments
No Standards forProcurement of items
Frequent changes in TopManagement
Old AircraftReference numbernot allotted toAircraft Items
No safe handling of materials/ Waste
Less Control on AlternateMaterial
No coordination withsupplier forreplacement
No Quality Audit of Organization procedure
No Inspection
No proper trackingsystems
No proper Quality Policy andObjective
Storage of AircraftComponents
Safety Issues
Impropermachine toolsand workingbenches
High employeeturnover
Fishbone Structure(Cause and Effect)
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Data Analysis Summary
Based on the Histogram and Fishbone Diagram and also conducted brainstormingsessions, we have confirmed that the root causes of the problems are :
Delays in Flight Labor Union Involvement Less Ground time for Aircraft Maintenance Loss of manpower (High Turnover) Communication Gap between the Departments No standards of procurement and Quality policy
Current TAT for Complaint Resolution
Average current TAT = 1 Week (General Customer Complain)Average current TAT = 5 hours of Ground Time (Internal Complain of Aircraft maintenance)
Data Analysis Summary
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Create a plan for improvement:
Generating creative solutions ideasAnalyzing the solution options and selecting the best alternative (s)Developing implementation planLearning from the pilot test and implementing the solutions full-
scale
Plan for Improvement
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In order to expedite the process, we propose to have a Effective StrategicPlanning and Quality Management, through which PIA Engineering canachieve a satisfactory progress towards the targeted benchmarks in the AirlineIndustry.
The department will be closely monitoring the entire process flow i.e.:
Infrastructure Improvement Process Introduction of internal Quality audit Set up of continuation training Improvement in work area and office Conducive regulatory requirements Product Audits Procurement Quality Monitoring by middle management Quality Awareness Program Understanding & Changing organization culture
Proposal for better resolution of the issue
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Improve Phase
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To Be Process FlowAircraft Maintenance Process Flow
M a r k e
t i n g
D e p a r t m e n
t
C u s
t o m e r
F l i g h t
D i s p a
t c h e r
&
C a p
t a i n s
C l e a r a n c e
F u e
l l i n g
&
C l e a n
i n g
B o a r d
i n g o
f
P e o p
l e
C e n
t r a
l
C o n
t r o
l
L i n e
M a
i n t e n a n c e
Start
SnagRectification
Technical LogBook
Verificationof fuelneeds
FuellingFuel
VerificationSigning
Coordinatingwith FlightDispatcher
Cabin Clearing Luggage Loading Catering
Fuel Check Load CheckCrew/
PassengerList
Boarding of People(customers) Stop
Yes
Ticketing andFlight
Schedule
Fuel IndentSigning
No
OK to board
No
Yes