ISSN: 2222-6990
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In the aerospace maintenance sector, timely approval of the Service Bulletins (SBs) is important for guaranteeing aircraft safety, operational continuity, and regulatory compliance (ICAO, 2019). Company X faces persistent delays in its SB approval workflow due to fragmented communication, manual processes, and limited digital integration. This study contributes by being one of the first to combine Lean Six Sigma’s DMAIC framework, PDCA cycle and Lewin’s change management model in a digitalized SB approval process within a real-world aerospace setting (George, 2003; Moen & Norman, 2010); (Galli, 2018). A pragmatic action research design was adopted across two intervention cycles involving stakeholder feedback, PowerBI analytics and AI-assisted decision support tools. Root cause analysis identified key inefficiencies such as redundant approval loops, unstructured communication, and lack of real-time visibility. Interventions including automated workflows and standardized decision gates significantly reduced SB lead time and improved accountability. The model proved scalable for broader Maintenance, Repair, and Overhaul (MRO) environments facing similar regulatory constraints (Gerger & Firuzan, 2016). This study contributes to both practice and theory by integrating technical process improvement with behavioural change management. It reinforces the strategic role of digital transformation in enhancing compliance and operational resilience in post-pandemic aviation. Future work may explore cross-site implementation and integration with blockchain or predictive analytics for sustained impact (OECD, 2021).
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