randall saenz aguero - ground handling workshop - panel 2: benefits of standards and certification...
TRANSCRIPT
GROUND HANDLING WORKSHOP AFTERNOON SESSION – MARCH, 30th
PANEL 2: Benefits of standards and certification for industry
PAINEL 2: Benefícios da padronização e certificação para o setor
Below the Wings
Below the Wings StructureHow we do it?.
Contracts & SLA
QualityAssurance
Safety & Operations
ProcessesImprovement
3
§ Contracts and KPIsService ProvidersGovernance
§ Quality Programs Development.§ Audits
§ Safety Support§ W&B Support§ Dispatch issues
§ Projects implementaion§ Airports support
Below Manager
BelowSupervisors/Waders
APACS Orange Caps
Outsourced Handler
CORPORATE HUB AIRPORTS
PerformanceWhat we have achieved!
4
10
8 44
74
71
4 27
80
85
0 50 100 150 200
2017
2016
2015
2014 Quality Assurance: since 2014, our QA’sdrop the number of findings by 46%.For 2017 we expect to reduce 25 additionalpoints .
Mishanded bags: reduction of 33,5% from2014 to 2016. Our goal for 2017 is to reach 2,21 bags/1000 passengers, figure similar to asian airlines.
Ramp on time performance: waiting for data
3,64
2,69
2,42
2,17
2014 2015 2016 2017
90%
93%
95%
98%
2014 2015 2016 2017
KPIs and Safety Follow ups (weekly)
Briefings and debriefings (daily)
KPIs and Quality Follow up (monthly)
Operational Meetings (montlhy)
Senior Meetings (semester)CorporateMeetings
Executive Meetings (bimonthly)
Corporate Meetings Guideline
Handlers GovernanceHow we manage our outsourced partners.
5
AirportMeetings
To keep the quality and performance of our handlers we addopted the governance system above. Since its implementation in january 2015, it ensures close monitoring of any and every action plan alaborated by GOL and its partners,
SLA StandardsHow we control our partner’s SLA.
6
Performance KPIs- Ramp on time Performance
- Mishadled Bags-Bag Delivery
Tool
SLAs
Using our inhouse developed tool, we can keep track ofevery SLA in contract. Online.
Quality KPIs- BW Audits
- RamPex- Equipments and Readiness
Safety KPIs- QA Audits
- Safety Reports
GoalFollow UpKaizen Event
Sistema de Gestão de Aeroportos
What´s the project goal?§ Provide tool and methodologies for creation, construction and
monitoring of action plans;
§ Standardize Make up Area and Ramp processes and procedures.
SiGA Leadership Training
Application timeline
SiGA ProjectHow we improve our processes.
Airport Management System
OSD Quality and Safety Audits§ Checked items: IOSA, SMS, ANAC e GOL Policies
Pre AuditMajor operational issues
and risks surveys
AuditFollow up
Findings ReportReport is
answered byhandler with BW
support
Follow-up BelowOperational Risks Analysis
and Monitoring
QA GovernanceHow we keep quality and safety in ouroperations.
8
31% OPERAÇÕES
RFPRequest for proposal
Ramp TransitionsHow we did it.
9
Scopedefinition
ContractDraft approval
NegotiationSupport
Final BIDApproval
Transition OperationalStrategies
§ Establish governance between current provider, future handler and airport authority;
§ Detail schedule of actions and responsibilities;
§ Governance between HR, Union and future provider;
§ Preparation of disruption plans
§ Safety, mishandled bags and on time performace monitoring.
GRU | SDU | CNF | POA | VIX | UDI | MOC | CKS
On Time Baggage
Before
During
After
## %
## %
## %
## %
## %
## %
Corporate Interactions
10
Manteinance
Cargo
Airports
Supply Chain
Comercial
Cabin Crew
Operations
OSD
BELOW THE WINGS