World Aviation Group companies Centrecom Ltd, BPO Services Ltd and Aviation Online have aligned their key business processes with Six Sigma methodology.
Six Sigma is a meticulous analytical process which allows users to anticipate and address quality operational improvement. The group says it is an essential yardstick in solving process-related problems.
Six Sigma was originally developed to improve manu-facturing processes and eliminate defects: the higher the sigma, the less defects are encountered. Its application has been subsequently extended to other industries and business processes. Organisations strive to maintain high levels of Sigma, while the average fall between three and four. An example of a high level of Six Sigma is airline fatality rate which stands between six and seven.
Organisations aim at embedding the Six Sigma methodology in their culture. For World Aviation Group it has been an on-going task, embracing it in its daily operations. This approach has challenged basic knowledge, increased information sharing, triggered new skills and trainings, and above all a new management behaviours that embraces change management.
Once the subsidiaries had defined the processes, an optimum decision-making strategy had to be implemented, focusing on goals, policy and tactics. Even with the process analysis and reform, the methodology would be inefficient without a competent workforce executing the plan.
The group's quality, training and standards department is constantly monitoring and developing training modules promoting staff development and ensuring all members within the workforce are competent in their tasks.
World Aviation is a Maltese-Australian group with equity held equally by Air Malta and Cassar Aviation Services Pty Ltd of Sydney. Its main focus is to deliver services to the aviation, travel and tourism industry.
Centrecom Ltd is a contact centre operation, mainly focused on the travel and tourism industry but also has operations in other industries like telecommunications. BPO Services Ltd provides back office services supporting Centrecom Ltd.