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SQC A2 Group 8

This document contains the names of 13 students in Group 8. It lists each student's name individually. No other information is provided about the students or the purpose of the group.

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SHARDUL JOSHI
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144 views4 pages

SQC A2 Group 8

This document contains the names of 13 students in Group 8. It lists each student's name individually. No other information is provided about the students or the purpose of the group.

Uploaded by

SHARDUL JOSHI
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Group 8

Student Name

Kavit Baraiya

Mohanavenkatasubbavamsivarma Chekuri

Vishalkumar Dedakiya

Alampreet Singh Gill

Reza Giv Yeganeh

Shardul Joshi

Shanu Kanchavana Moni

Keshav Kaushal

Divyeshkumar Sanjaybhai Patel

Jaykumar Rawal

Glaston Dine Sahaya Maria Selvam

Rohan Singh Sajwan

Chintan Shah

Chirag Sharma

Krishna Bhupendra Trivedi


Question 1: Many service or transactional processes exhibit more variability than production
operations. Discuss why this is this so.
Answer 1: Delivering service or transactional process and operating production process has huge difference
in between them. production processes have more known variable which can be controlled. Such as,
material, tools, machine.
Example: When a CNC machine operator performs a turning operation with the same material, tool and
working parameters (speed, feed and depth of cut). The variation of diameter between two components will
be minor.
As compared to production process, services are having more human interaction. The way a representative
serves a client is affected by their way of interaction with each other, although they both try to follow the
rules and frameworks, therefore different human characteristics and behavior are also important variables
that add to the complexity.
Example: In the call centre, two customer service representatives are evaluating a same problem. The
problem of customer is same, but the way they present in front of customer service representatives were
different. There might be a chance to have huge variation in solution of that complaint.
Question 2: Suppose that you are going to apply for a mortgage to finance the purchase of a house.
What CTQs would you use to evaluate how effectively the lenders’ process met your expectations?
Answer 2: 1. Type of mortgage. Open/closed
2. Equated installment calculation and duration
3. Interest rate
4. Process of payment / payback methods
5. Mortgage Security
6. Mortgage insurance
7. Duration of approval process
Question 3: Suppose that you want to improve the effectiveness and efficiency of baggage-handling
operations at an airport. What are the CTQs and how are these quantities related?

Answer 3: Applying six sigma to improve the effectiveness and efficiency of the baggage handling
process is requires following basic steps in CTQ [1]:
Identify who your customers are: Passengers
1. Identifying customer needs (VOC):
1) Customers expect simpler and fasters baggage check-in processes.
2) Baggage should not be damaged and should be easy to find.
3) Walk distance between the luggage pick up and exit must be minimal.
4) Some people dislike airline labels on their baggage as they are difficult to remove.
2. Analyse the VOC data that you collected:

1) Check-in luggage handling problem includes lifting and moving the luggage
manually from one place (CT scanner) to other (Check-in point) consumes more time
and create congestion sometimes.
2) Delay or loss of luggage happens due to luggage connectivity issues between the
planes or between the Airport and plane such as manual error by employees for loading
and unloading luggage.

3. Create a list of CTQ requirements/ Solution:

1. Customers should be provided check-in timing slots to avoid long queues making
check-in faster.
2. Check-in areas must have a greater number of skilled workers who guide the passengers
and know about the technical process so if needed then they help during traffic and
there must conveyor belt is provided throughout to pass luggage through multiple
points such as CT scanner and various checkpoints.
3. Manual error is to be minimized by providing a greater number of trained staff to load
and unload the luggage [1].
4. Use of more machines such as connecting van between plane and airport and conveyor
belts to make the process quicker and more efficient [2].
5. IT system operations: Failure to implement a system that disrupts the process could be
avoided by building on redundancy, For example, backup servers, network storage, or
dual baggage line redundancy, power supplies, or access points [3].
6. Availability of Spare parts and Trained staff: Failure of individual equipment parts can
be avoided by ensuring that adequate spare parts are available; Or through regular
rehearsals to ensure the backup process is well understood by all staff [3].
7. Emergency backup option: Late flight arrival due to weather delays can suddenly
increase the Baggage flow leading to Baggage mountain. For these kinds of
unavoidable situations, airports should always keep separate Baggage handling lines as
their backup [3].

Question 4: Can obsolescence be a factor in thinking of inventory as an example of waste?

Answer 4: Yes, the obsolescence is a factor in thinking of inventory as an example of waste.


Because the obsoleting stock cannot be sold completely in the future and can possess some serious
risk of not making business and occupying space in inventory for a long time. Inaccurate forecast,
improper inventory management, long lead times, poor quality of product are some factors that
lead to the obsoleting of inventory.
References

[1] General Services Administration, "GSA," 26 February 2018. [Online]. Available:


https://www.6sigma.us/six-sigma-articles/critical-quality-six-sigma-dna/. [Accessed 28 May 2020].

[2] Willem-Jozef, Van Goethem, Francis Musila, A. Thomas, Omondi and B. Yvette, "Improving the
baggage connection process using lean six sigma approach," 2016. [Online]. Available:
http://goethem.be/wp-content/uploads/2016/10/AGIFORS-Article.pdf. [Accessed 2020 May 28].

[3] R. Rooij, R. Young, S. Penton, M. De Oliveira, S. Klug, J. Shepperd , B. Hughes-White, P. Ball, R.


Gould , B. Svobodova and A. Toumazi , "Baggage Disruption Handling guideline," International Air
Transport Association, 2014.

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