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LOST OF LUGGAGELOST OF LUGGAGEQUALITY TOOL CASE STUDY

MOHAMAD NORAZREEN BIN MOHD NADZRI

KHAIRUL AKMALAKMAL SHAARI

NURHAFIZAHNURUL AQILAH

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As you know,quality is widely used in

international business.Quality also canplay an important role in service quality.

service areas are affected by any problem

that involves customer. Customerdisappointed with the services of acompany will result in a loss that could beavoided.

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There is plenty of luggage for beenThere is plenty of luggage for beenused.So this will affecting luggageused.So this will affecting luggagedepartment or confusing them.department or confusing them.

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Wheeled garment bag

- designed for easy packing and easy transport.

- Features multiple compartments and pockets for all types of

wardrobe items.- Foam-centered garment panels gently blanket clothes to minimize

wrinkling

- Zip-in, removable extension panel keeps longer garments neat

- Accommodates 4-6 suits

- Perfect for 3-6 day trip

- System securely attaches a second bag for easy transport- Simple as that lifetime warranty even covers airline damage

- Dimensions: 20 x24 11.5in. 50.8 x 61.0 x 29.2cm

TYPE OF LUGGAGETYPE OF LUGGAGE

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Loader, XLoader, X--ray Monitor, Metalray Monitor, MetalDetector and etc.Detector and etc.

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This how your bag look in scanner!This how your bag look in scanner!

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This happened before and afterThis happened before and afteryour luggage entering aeroplaneyour luggage entering aeroplane

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When you you changed your flightWhen you you changed your flightthis will happened to your luggagethis will happened to your luggage

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OLD VERSUS NEW METHODOLD VERSUS NEW METHODKK--9 and Scanner Machine9 and Scanner Machine

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Problem StatementProblem Statement

Every airline in the world has lost ordelayed a piece of passenger luggage.Allpassengers should understand that thereis a small chance that their baggage will

be mislaid, lost or stolen.However, it is how airlines deals with thelost, misplaced, delayed or stolen luggagethat is the biggest issue. The one thing

most passengers want is to be reunitedwith their possessions as quickly aspossible. Particularly when they havearrived at their first destination.

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What is defined as mishandledWhat is defined as mishandledluggage?luggage?

A mishandled bag is a report of a delayed,

damaged and/or pilfered bag recorded byan airline or its handling company onbehalf of a passenger, for handlingas aclaim

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What happens to lost luggage?What happens to lost luggage?

Lost luggage either never matched with an

existing claim, and therefore held asunclaimed, or in very rare instances,stolen. Normally after a period up of to sixmonths unclaimed bags are salvaged,

donated or destroyed as govermentaloversights allows

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Problem solving.Problem solving.

Quality tool can be used to obtain a truepicture and thus solve the problem withlow cost.

Quality tool that will be used here is

Fishbone Diagram and Histogram in 7

Basic ToolInterrelationship Diagram and TreeDiagram

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explainationexplaination

PEOPLE:Staff and passenger taking

necessary steps to ensure bag can travelsuccesfully

PROCESSES:Simplifyingluggae processes

SYSTEMS:Ensuring systems are linked

together to facilitate processingIDENTIFICATION:knowing which bags are

need to be processed urgently

INFORMATION:Matching the intention of

the passeger to the routing of the bag

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Proposed solutionProposed solution

yWireless devices to scan the lugagge tags

and provided positive confirmation tahtthe bag being loaded id indeed intendedfor that flight

y Self-service luggae tracing-via kiosksmmobile phones or online

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y SITA Passenger Bagdrop-brings down the

average processing time to just under 30seconds, with handling agent accessing asingle standard user interface for allsupported airlines. Also, re-print the

original boarding pass, thereby supportingpassenger who have already checked in-online but who, for whatever reason, donot have a boarding pass

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BagFastBagFast

y Improve reliability and save money byprinting fallback sortation tags on demand

y Automated baggage sortation systems routebaggage throughout the airport by reading barcodes printed on baggage tags. If an airlinesystem is down, tags cant be printed and bags

require manual handling.y

y offline application that permits CUTE usersto print fallback bag tags when theirairline host system is unavailable.

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y Saves money use your existing bag

tag stocky Reduces mishandled bags

y Improves customer satisfaction

y Reduces storage no need for large

quantities of pre-printed stocky Saves time no time wasted looking for

pre-printed stock

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BagManagerBagManager

y Managing baggage at a single airport or multipleairports around the world

y In 2007, 42 million bags were mishandled, costing the airtransport industry US$ 3.8 billion excluding indirectcosts from mishandled baggage. Airlines need to be ableto track and trace individual bags to reconcile them withtheir owners.

y

BagManager, when deployed system-wide by an airline,provides a track and trace system at single and multi-airport locations to reconcile bags with passengers asthey move through and between airports. The systemprovides positive passenger bag match, ensuring thatpassengers and their bags travel together on the same

aircraft.

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featuresfeatures

y Simple, intuitive application

y Shared, offline application available on eachCUTE workstation

y Quick, one-time configuration

y Fully compliant with IATA RP 1740b License Plate Fallback Sortation Tag and IATA

Res.740 Attachment B Bar Code Specy Uses bag tag printers with the airlines own

stock to produce the fallback tag BagFast isconfigured onto SITA CUTE workstations

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y tracks the movement of baggage from check-in to flightdeparture, monitoring baggage from airport to airport. Italso provides baggage handlers with real-timeinformation on baggage status.

y Ensures the right bag travels on the right flight the sameflight as the bag owner

y Identifies and unloads baggage of passengers who fail to boardthe flight

y

Reduces push-back delays and associated airport chargesy Manages baggage handing within an airport and across

multiple airports

y Provides real-time baggage management

y Conforms to ICAOs Annex 17-security requirement

y Redirects bags that missed a flight and produces a new tag, then

sends a message to WorldTracer and other systemsy At airport check-in, the departure control system issues a tag

with a bar code for each passengers bag. This bar code istransmitted to BagManager and is tracked around the airport andthroughout the airlines network.

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benefitbenefit

y Reduced costs

y

Increased customer service /satisfaction

y Improved staff effectiveness byproviding real-time information

y Improved security by ensuring thatpassengers and their baggage traveltogether

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ConclusionConclusion

Self-service luggage tracing-via kiosks,

mobile phone, or online-to helppassengers know exactlywhere their bagsare at anytime. When the technologiesare integrated, information can be

automatically pushed-via email and SMS