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13
Taguchi Design to Improve Customer
Satisfaction of an Airline Company
This case study is about a Six Sigma project implemented by an airline com-
pany to reduce the customer waiting time at a major airport.
Sections 13.1 and 13.2 explain the dene phase and the measure phase,
respectively. Section 13.3 illustrates the analyze phase with detailed instruc-
tions for using Minitab
®
. Finally, Section 13.4 gives a brief description of the
improve and control phases.
13.1 Define Phase
The management decides to use Taguchi design of experiments for this proj-
ect because there are both controllable factors (“control factors”) and uncon-
trollable factors ...