LOST OF LUGGAGE

QUALITY TOOL CASE STUDY

MOHAMAD NORAZREEN BIN MOHD NADZRI
KHAIRUL AKMAL
AKMAL SHAARI
NURHAFIZAH
NURUL AQILAH

As you know,quality is widely used in

international business.Quality also can
play an important role in service quality.
service areas are affected by any problem
that involves customer. Customer
disappointed with the services of a
company will result in a loss that could be
avoided.

There is plenty of luggage for been

used.So this will affecting luggage
department or confusing them.

TYPE OF LUGGAGE
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 LUGGAGE
Tri-fold garment bag
design and well organized. Its size allows you to
bring it just about anywhere.
Dual purpose slip-through back pocket allows bag to
slide over the Outsider handle for easy transport
Tri-fold design conforms to all domestic carry-on
regulations
Accommodates 2-3 suits
Perfect for a 2-3 day trip
Simple as that lifetime warranty
Dimensions 35.6 x 55.9 x 21.6 cm
14 x 22 x 8.5 in.

Loader, X-ray Monitor, Metal

Detector and etc.

This how your bag look in scanner!

This happened before and after

your luggage entering aeroplane

When you you changed your flight

this will happened to your luggage

OLD VERSUS NEW METHOD

K-9 and Scanner Machine

Problem Statement
Every airline in the world has lost or
delayed a piece of passenger luggage.All
passengers should understand that there
is a small chance that their baggage will
be mislaid, lost or stolen.
However, it is how airlines deals with the
lost, misplaced, delayed or stolen luggage
that is the biggest issue. The one thing
most passengers want is to be reunited
with their possessions as quickly as
possible. Particularly when they have
arrived at their first destination.

A mishandled bag is a report of a delayed,

damaged and/or pilfered bag recorded by
an airline or its handling company on
behalf of a passenger, for handlingas a
claim

What is defined as mishandled

luggage?

However, if they cant get their luggage

quickly, passengers expect that an airline
will do all they can to retrieve the item,
and keep the passenger informed of the
search. And it stands to reason that
people will want some form of
compensation for the loss or delay, if only
a small amount to purchase essential
items.

Problem Statement

Lost luggage either never matched with an

existing claim, and therefore held as
unclaimed, or in very rare instances,
stolen. Normally after a period up of to six
months unclaimed bags are salvaged,
donated or destroyed as govermental
oversights allows

What happens to lost luggage?

Problem solving.
Quality tool can be used to obtain a true
picture and thus solve the problem with
low cost.
Quality tool that will be used here is
Fishbone Diagram and Histogram in 7
Basic Tool
Interrelationship Diagram and Tree Diagram

MATERIAL

MACHINE

Containing Valueable
The Weight of Luggage is Not
According Standard

System Problem

Scanner Problem

Containing Hazardous Material

Similar Luggage

Time Delays With The

Flight
Waiting Area Too Small

Lack of Training
Careless Staf
Bag is Suspected For Something
From Custom Department.
Passenger Rush

In High Peak Time

Bring Cash in The Buggacy

Do Not Obeyed The
Rule and Relugation

Bring Too Much Good

First Time Traveller

METHOD

MAN

Misunderstanding
Between Staf
Passenger Do Not See
The Luggage

Lost
of
l uggage

PEOPLE:Staff and passenger taking necessary

steps to ensure bag can travel succesfully
PROCESSES:Simplifyingluggae processes
SYSTEMS:Ensuring systems are linked
together to facilitate processing
IDENTIFICATION:knowing which bags are
need to be processed urgently
INFORMATION:Matching the intention of the
passeger to the routing of the bag

explaination

Wireless

devices to scan the lugagge tags

and provided positive confirmation taht
the bag being loaded id indeed intended
for that flight

Self-service

luggae tracing-via kiosksm

mobile phones or online

Proposed solution

SITA

Passenger Bagdrop-brings down the

average processing time to just under 30
seconds, with handling agent accessing a
single standard user interface for all
supported airlines. Also, re-print the
original boarding pass, thereby supporting
passenger who have already checked inonline but who, for whatever reason, do
not have a boarding pass

 Improve

reliability and save money by

printing fallback sortation tags on demand
Automated baggage sortation systems route
baggage throughout the airport by reading bar
codes printed on baggage tags. If an airline
system is down, tags cant be printed and bags
require manual handling.

offline

application that permits CUTE users

to print fallback bag tags when their
airline host system is unavailable.

BagFast

Saves

money use your existing bag

tag stock
Reduces mishandled bags
Improves customer satisfaction
Reduces storage no need for large
quantities of pre-printed stock
Saves time no time wasted looking for
pre-printed stock

Managing baggage at a single airport or multiple

airports around the world
In 2007, 42 million bags were mishandled, costing the air
transport industry US$ 3.8 billion excluding indirect costs
from mishandled baggage. Airlines need to be able to track
and trace individual bags to reconcile them with their owners.
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 as they move
through and between airports. The system provides
positive passenger bag match, ensuring that passengers and
their bags travel together on the same aircraft.

BagManager

 Simple,

intuitive application
Shared, offline application available on each
CUTE workstation
Quick, one-time configuration
Fully compliant with IATA RP 1740b
License Plate Fallback Sortation Tag and IATA
Res.740 Attachment B Bar Code Spec
Uses bag tag printers with the airlines own
stock to produce the fallback tag BagFast is
configured onto SITA CUTE workstations

features

tracks the movement of baggage from check-in to flight departure,

monitoring baggage from airport to airport. It also provides baggage
handlers with real-time information on baggage status.
Ensures the right bag travels on the right flight the same flight as the
bag owner
Identifies and unloads baggage of passengers who fail to board the flight
Reduces push-back delays and associated airport charges
Manages baggage handing within an airport and across multiple airports
Provides real-time baggage management
Conforms to ICAOs Annex 17-security requirement
Redirects bags that missed a flight and produces a new tag, then sends a
message to WorldTracer and other systems
At airport check-in, the departure control system issues a tag with a bar code
for each passengers bag. This bar code is transmitted to BagManager and is
tracked around the airport and throughout the airlines network.

Reduced

costs
Increased customer service /
satisfaction
Improved staff effectiveness by
providing real-time information
Improved security by ensuring that
passengers and their baggage travel
together

benefit

Self-service luggage tracing-via kiosks,

mobile phone, or online-to help
passengers know exactlywhere their bags
are at anytime. When the technologies are
integrated, information can be
automatically pushed-via email and SMS

Conclusion