Page 390 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
P. 390
350 Chapter Ten
and drop-off transportation, customers all enter at one place and are dropped
off at the same destination.
Examples of Transportation Processes
Airlines, railroads, cruise lines, mass transit systems, and limo services
Transportation Processes Performance Metrics
Boarding Time
This is the average total time to board a shipment of customers.
Exit Time
This is the average total time to disembark a shipment of customers.
Transportation Time
This is the average time to transport between two given locations. It is
desirable to avoid longer transportation times than promised and to reduce
variations of transportation times.
On-Time Arrivals
This can be measured by the percentage of on-time arrivals.
Customer Service Quality
Customer service quality includes the quality of reservations, purchasing
tickets, onboard service, and other assistances.
Utilization of Transportation Vehicles
Again, overutilization of vehicles usually indicates bottlenecks; underuti-
lization often indicates wasted resources.
Travel Cost
Excessive travel costs may be caused by wasting of resources and poor
scheduling.
Transportation Process Analysis
Typical activities in a transportation process include
• Customer making reservation and/or purchasing tickets
• Customer arriving
• Customer boarding
