Beta 1

Title Lean Optimization of Work Processes
Author Ali, Hisham (Copenhagen University College of Engineering, IHK)
Supervisor Hundebøll, Peder M. (Copenhagen University College of Engineering, IHK)
Larsen, Lisbeth (Copenhagen University College of Engineering, IHK)
Institution Ingeniørhøjskolen i København, IHK, DK-2750 Ballerup, Denmark
Thesis level Bachelor thesis
Education Diplomingeniør, Eksport
Education Bachelor of Engineering
Publication date 2013-05
Abstract Executive summary

Novia Denmark A/S is a ground-handling agent in Copenhagen Airport, Denmark. Novia services more than 30 different airlines, with satisfactory results on many areas. However, it is unfortunately not the case on the arrival part, where Novia has problems with delivering the passengers’ baggage on time to the baggage claim area. Novia also fails to give clear and correct information to the passengers, in the cases where there is a delay on the delivery of the baggage. This frustrates the passengers and they approach the department the Arrival Services, in order to have information about when they can expect to receive their baggage. However, because of lack of transparency and communication between the arrival departments; the Arrival Services, the Hall and the Ramp, then the Arrival Services are unfortunately not able to ease the passengers’ frustration by providing them with useful information, as they also do not have any information about where the passengers’ baggage are in process. As a consequence, the long waiting times create dissatisfaction among the passengers and the airlines. Moreover, many missing baggage reports are made in vain and it is calculated that each missing baggage report costs Novia and the airline at least DKK 369. Specific recommendations of how to optimize the various processes has been given, in order for Novia to deliver the baggage on-time and to give clear and righteous information to the passengers. Moreover, qualified recommendations are given on how to eliminate wastes in the department the Arrival Services, with the help of various Lean tools. It is expected that by implementing the various recommendations that Novia will experience an increasing number of satisfied passengers, airlines and employees, while reducing costs and become a more efficient service company, who will have the ability to be the greatest provider of ground handling services.
Pages 137
External partner Ledere og medarbejdere i private virksomheder
Admin Creation date: 2013-05-22    Update date: 2013-10-22    Source: ihk    ID: ihk-14548454    Original MXD