Mishandled baggage problem: Causes and improvement suggestions

The purpose of this paper is to identify the causes of mishandled baggage and suggest effective solutions. This study is conducted at one of the international airports in UAE, at the baggage handling department. We used a procedure that consists of five phases based on six sigma methodology: Define, Measure, Analyze, Improve and Control. Each phase has several steps using relevant engineering tools. Both qualitative and quantitative data were collected and analyzed. Consequently, four main problems were identified: lack of adequate training, long working shift, conveyor system breakdown, and falling bag. It was possible to identify the critical causes for these problems, suggest relevant solutions and select the most preferred ones. The suggested procedure enables the decision maker to measure the performance with respect to the set target. Thus, it will be possible to handle the challenges and reduce the mishandled baggage problem and improve the performance and competitiveness.