13 August 2020, Thursday | 11:20am

Airport service quality at Malaysian airports in 2018 improves


KUALA LUMPUR (Jan 30): The airport service quality (ASQ) survey score at Malaysian airports improved to 4.7 out of 5 last year compared with 4.5 in 2017 based on preliminary results, due to implementation of the Lean Six Sigma (Lean).

Malaysia Airports Holdings Bhd group chief executive officer Raja Azmi Raja Nazuddin said since the Lean methodology was applied to various disciplines, namely terminal operations, landside and airside management, customer experience management and security screening, it improved passenger flow through the airports.

“To date, 139 Lean initiatives have been identified, of which 90 per cent have been implemented.

“These initiatives include improving wayfinding, reducing queue time, reducing congestion, providing helpful information to passengers at critical touchpoints and improving maintenance,” he said in a statement today.

Raja Azmi said airports had also managed to alleviate passenger anxiety, while queueing at immigration, by introducing the queue time indicator, to enable passengers to gauge the time for them to clear the immigration process.

“Data has shown that by applying Lean methodologies we achieved our target almost 90 per cent of the time, with the average queue time at immigration being 10 minutes for departure and 15 minutes for arrival,” he said.

He also said he was confident that the official score to be announced in February will reflect the preliminary results.

“Malaysia Airports will continue with our Lean efforts for the benefit of all our airport guests,” Raja Azmi added.




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