精益的民航地面服务管理研究

Lean Management of Civil Aviation Ground Service

本文将精益管理的原则和方法应用于民航地面服务过程,首先对航空旅客价值进行了识别,指出迅捷和缩短旅客的等待时间是旅客重要的价值体现。然后,分析了民航地面服务过程中的各种浪费,以旅客登机手续办理和安检流程为对象,分析了流程中的非增值活动,指出了消除浪费的基本途径。最后,进一步构建了精益的民航服务体系框架,该体系为民航企业的精益改善提供了指南。

This paper applies the concept and methodology of lean consumption into the ground service of civil aviation.First,passenger＇s values are identified.The paper indicates that shortening the waiting time is one of the most important aspects of passenger＇s value.Then,all kinds of wastes during passenger＇s boarding process are analyzed.Using the passenger＇s checking-in and security check as an example,all non-value added activities and the approach of eliminating these wastes are analyzed.Finally,the framework of Lean Airline Service System（LASS） is built,which provides guideline for the lean improvement of civil aviation enterprise.