摘要：AbstractPT Garuda Indonesia, Tbk is the largest airline in Indonesia when it is categorized from its flying scope and number of passengers carried each year. This study aimed to design proposed improvements to improve the performance of PT Garuda Indonesia's ground handling process, especially for baggage handling, passenger handling, and aircraft interior cleaning activities. Improving efficiency of these operations was one of the efforts that could be done to realize PT Garuda Indonesia's vision and mission, which strives to provide excellent service to its passengers.In this study, observations of nearly all of the existing activities in the process of baggage handling, passenger handling, and aircraft interior cleaning activities at PT Garuda Indonesia were executed. Data collection was carried out by direct observation through interviews, as well as measuring time using stopwatch, and various manual distance measurements. The results were then analyzed, followed by clustering existing activities into the category of value-added activity, avoidable non-value added activity, unavoidable non-value added activity. Based on the categories that had been made, then analysis of the causes of the emergence of various activities that did not add value to the company was conducted. The methods used to analyze these various causes were 5Why, 5W1H, and fishbone diagrams. After knowing the causes of various activities that did not add value to the process, then proposals for improvements that could be used by PT Garuda Indonesia were ready to be made.
