The National Airports Office (ONDA) has decided to improve the customer experience at Mohammed V airport in Casablanca, the first in Morocco. In this sense, a meeting to launch the “Lean Six Sigma” approach was held on Tuesday, in the presence of the various stakeholders in the passenger value chain and the director of the Office, Habiba Laklalech.
The “Lean Six Sigma” (LSS) approach is a combination of two methods (“Lean” and “Six Sigma”) which work to improve the quality of services and customer satisfaction. Its implementation will not only reduce processing times but also improve the quality of service by optimizing the use of resources. This operation is planned to be launched at the international arrivals area, in order to reduce passenger dwell time and process variability by 20%.
The LSS approach “will be deployed before the summer season and in particular during Operation Marhaba 2022”, before being “later generalized to other national airports”, it is specified. The commitment of the various stakeholders in this process “will make it possible to include Mohammed V airport among the top 100 of the best airports in the world”, estimates Habiba Laklalech, director of ONDA.
