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1.How to Identify, Analyze, and Solve Quality Problems?[Original Blog]

quality is a key factor in the aviation industry, as it affects the safety, performance, and satisfaction of both passengers and crew. However, quality problems can arise due to various reasons, such as human error, technical failure, environmental factors, or organizational issues. Therefore, it is essential for aviation professionals to be able to identify, analyze, and solve quality problems effectively and efficiently. In this section, we will discuss some of the methods and tools that can help you achieve this goal.

To identify quality problems, you need to have a clear understanding of the quality standards and expectations that apply to your specific area of work. These can be derived from regulations, policies, procedures, best practices, customer feedback, or industry benchmarks. You also need to have a systematic way of collecting and monitoring data that can indicate the presence and severity of quality problems. Some of the data sources that you can use are:

- Inspections and audits: These are formal and structured processes that evaluate the compliance and performance of a system, process, or product against predefined criteria. They can be conducted internally or externally, and can cover various aspects of quality, such as safety, security, reliability, efficiency, or customer satisfaction. For example, an airline can conduct regular inspections of its aircraft, equipment, and facilities to ensure that they meet the required standards and specifications.

- Incidents and accidents: These are unplanned and undesirable events that cause or have the potential to cause harm, damage, or loss. They can be caused by human error, technical failure, environmental factors, or organizational issues. They can have serious consequences for the quality of the aviation service, such as injuries, fatalities, delays, cancellations, or lawsuits. For example, a bird strike can damage the engine of an aircraft, resulting in an emergency landing and a disruption of the flight schedule.

- Complaints and feedback: These are expressions of dissatisfaction or suggestions for improvement from the customers or stakeholders of the aviation service. They can be received through various channels, such as surveys, reviews, ratings, comments, or social media. They can provide valuable insights into the quality problems that affect the customer experience, such as delays, cancellations, lost baggage, poor service, or uncomfortable seats.

To analyze quality problems, you need to have a logical and systematic way of finding out the root causes and effects of the problems. This can help you to understand the nature and scope of the problems, and to identify the best solutions to address them. Some of the methods and tools that you can use are:

- Fishbone diagram: This is a graphical tool that helps you to organize and display the possible causes of a quality problem. It consists of a main branch that represents the problem, and several sub-branches that represent the categories of causes, such as people, equipment, materials, methods, or environment. Each sub-branch can have further sub-branches that represent the specific causes within each category. For example, a fishbone diagram can help you to analyze the causes of a delayed flight, such as weather, traffic, maintenance, crew, or passengers.

- Five whys: This is a simple and effective technique that helps you to drill down to the root cause of a quality problem by asking "why" repeatedly. The idea is to start with the problem statement, and then ask why it happened. The answer to the first why question becomes the new problem statement, and then you ask why again. You repeat this process until you reach the root cause, or until you can no longer answer the why question. For example, a five whys analysis can help you to find out the root cause of a lost baggage, such as:

- Why was the baggage lost? Because it was not loaded on the right plane.

- Why was it not loaded on the right plane? Because the baggage tag was misread by the scanner.

- Why was the baggage tag misread by the scanner? Because the tag was damaged by the conveyor belt.

- Why was the tag damaged by the conveyor belt? Because the conveyor belt was not maintained properly.

- Why was the conveyor belt not maintained properly? Because there was no regular inspection and maintenance schedule.

- Pareto chart: This is a graphical tool that helps you to prioritize the most significant causes of a quality problem. It consists of a bar chart and a line chart that show the frequency and cumulative percentage of each cause. The idea is to apply the 80/20 rule, which states that 80% of the effects come from 20% of the causes. By identifying and focusing on the 20% of the causes that account for 80% of the effects, you can achieve the most improvement with the least effort. For example, a Pareto chart can help you to prioritize the most common causes of customer complaints, such as:

- Delayed flights (40%)

- Lost baggage (25%)

- Poor service (15%)

- Uncomfortable seats (10%)

- Other (10%)

To solve quality problems, you need to have a creative and effective way of generating and implementing solutions that can eliminate or reduce the problems. This can help you to improve the quality of the aviation service, and to achieve the desired outcomes and goals. Some of the methods and tools that you can use are:

- Brainstorming: This is a technique that helps you to generate a large number of possible solutions for a quality problem. It involves a group of people who share their ideas freely and spontaneously, without any criticism or judgment. The idea is to encourage divergent and lateral thinking, and to explore different perspectives and alternatives. For example, a brainstorming session can help you to come up with various solutions for improving the customer satisfaction, such as:

- Offering discounts and vouchers for future flights

- Providing free snacks and drinks on board

- Introducing online check-in and self-service kiosks

- Enhancing the in-flight entertainment and Wi-Fi

- Training the staff to be more friendly and helpful

- Decision matrix: This is a tool that helps you to evaluate and compare the possible solutions for a quality problem. It consists of a table that shows the criteria and the scores for each solution. The criteria are the factors that are important for the decision, such as cost, feasibility, effectiveness, or impact. The scores are the ratings that indicate how well each solution meets each criterion, such as 1 to 5, or low to high. The idea is to calculate the total score for each solution, and to select the one with the highest score. For example, a decision matrix can help you to choose the best solution for reducing the delays, such as:

| Solution | Cost | Feasibility | Effectiveness | Impact | Total |

| Increase the number of flights | High | Low | High | High | 9 |

| Optimize the flight schedule | Low | High | Medium | Medium | 12 |

| Improve the communication and coordination | Low | High | High | High | 15 |

| Upgrade the equipment and technology | High | Medium | High | High | 13 |

- plan-do-check-act (PDCA) cycle: This is a method that helps you to implement and monitor the solutions for a quality problem. It consists of four steps that form a continuous loop of improvement. The steps are:

- Plan: Define the problem, set the goals, and plan the actions.

- Do: Execute the actions, and collect the data and results.

- Check: Analyze the data and results, and compare them with the goals.

- Act: Evaluate the outcomes, and make the necessary adjustments or changes.

For example, a PDCA cycle can help you to implement and monitor the solution of training the staff to be more friendly and helpful, such as:

- Plan: The problem is that the staff are perceived as rude and unprofessional by the customers. The goal is to increase the customer satisfaction by 10%. The action is to conduct a training program for the staff that covers the topics of communication skills, customer service, and conflict resolution.

- Do: The training program is delivered to the staff, and the feedback and evaluation forms are collected from the participants and the trainers.

- Check: The feedback and evaluation forms are analyzed, and the results show that the staff have improved their knowledge, skills, and attitudes. The customer satisfaction survey is conducted, and the results show that the customer satisfaction has increased by 12%.

- Act: The outcome is positive, and the goal is achieved. The training program is recognized and rewarded, and the best practices are shared and standardized. The PDCA cycle is repeated to identify and solve other quality problems.

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