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MGMT 346: Chapter 12--Six Sigma Quality: Introduction

Chapter 12: Six Sigma Quality

Going Touchless at Dallas-Fort Worth Airport

Effective operations is not just about doing things right, it’s about doing the right things. Dallas-Fort
Worth Airport (DFW) has emerged as the busiest airport in the world with the recent collapse in air travel
due to the coronavirus. These unexpected conditions have required a sharp and timely pivot for longplanned
capital and operating plans.

DFW has the advantage of being both the home base and major hub of one of the world’s largest air
carriers, American Airlines. In addition to the summer ramp up in flights (though still substantially off the
usual activity for this time of year), airlines have implemented their own changes by relying on more hub
and spoke operations requiring less overall flights routing through central hubs.

DFW is responding to the “new normal” by emphasizing sanitation measures and moving to a more selfservice
model in luggage check-in and boarding. Technology is being applied to expedite these
changes and simultaneously increasing efficiency (with a 20% reduction in operating costs expected).

This quick response and re-focus of competitive priorities has allowed DFW to maintain and to improve
its ability to serve both airlines and wary customers.

Public Services/College of Business Liaison Librarian

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