icf 54 quality congress presentation - eoq · – performance measurement and assessment...
TRANSCRIPT
Fraport IC Đçtaş Antalya HavaalanıTerminal Yatırım ve Đşl.A.ŞQuality Management, 2010
Presented By: A.Laukenmann-M.Güngören
1. Preface2. Statistics3. Airport Management4. Terminal Management 5. ICF Airports6. Integrated Management System (IMS)
– Quality Management System• Process Structure,• Process Time Standards,• Operational Performance Measurement• Customer Relations Management
– Health& Safety System• General health&safety principles,• Best practices,
– Environment Management System• Ecology,• Economy,• Social responsibility ,• Environmental applications
– Airport Carbon Accreditation– Green Airport Company
Table of Contents
Every year, the global tourism activities increase by approximately 4%, while in Mediterranean geography, the region of Turkey, the ratio is about 7-8%. Turkey gets an important share over this growth. In recent years, the number of visitors has reached 30 millions, whereas its positive contribution to balance of international payments is around 22 millions USD. With a 22% share of tourism activities in Turkey, Antalya region bears significant importance.
Upon an analysis on means of transport for global tourism, we observe that almost 50% of this consists of aviation. Especially for Antalya, the airline transport comprises more than 95% of all means in tourism. Therefore, the places, where the visitors are first welcomed and lastly seen off, are the airport terminals. So, terminal services located in such an important point should provide high technology and knowledge, as well as service in national and international standards. As a matter of fact, the demands by international institutions such as ICAO, ECAC, IATA, and ACI, as well as regulations by SHGM (Directorate General of Civil Aviation), DHMĐ (General Directorate of State Airports Authority), Security Directorate and Customs Office, show that the terminal services require a certain interdisciplinary administration.
In aviation sector, the time is always the most limited source and it should be rightly managed via effective coordination. Besides, this is one of the sectors that experience the fastest technological developments. The reactions for such developments should be as quick.
The customer profile of the sector is quite various, and the expectations are high. In order to meet these expectations, it is obligatory to produce integrated service. The interaction of processes, which have many various sources, should be appropriately designed and effectively administrated.
Natural and social environment is negatively affected by aviation activities. That being the case, some investments should be made and maintained in order to eliminate or minimize all the problems.
All the abovementioned requirements have steered the institutions towards a perception and application regarding new management systems. Pursuant to this approach, our company aspires to produce a people-oriented, gradually improving service sensitive to natural and social environment, with high quality standards, and has certified its works with respect to 3 integrated management systems after accomplishing the relevant efforts.
The corporation has completed the “Airport Carbon Accreditation” studies, which are initiated by ACI in order to prevent the depletion of ozone layer due to several harmful gases and thus the climate change, and we have been granted an accreditation certificate.
Besides, in sectoral manner, meeting the “Green Airport Corporation” requirements stipulated by SHGM, our corporation has displayed the determination to eliminate or minimize the damages on the living, water, soil and air.
The corporation shall make several explanations on following issues in accordance with its desire to demonstrate how integrated management systems are applied and managed:
– General information about Integrated Management Systems in terminal operations industry,– Terminal services process structures according to national and international standards,– Performance measurement and assessment systematic,– Customer satisfaction via customer-oriented approach, – The job security and comfort of our employees, business and 3rd parties,– Economical and environmental benefits via using new technologies,– The comprehension that creates minimum CO2 emission via carbon accreditation,– Terminal manager with “Green Airport Corporation” registration,
1-Preface
Preface
AYT (mio) 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009Total Int. 4,23 6,85 8,73 9,80 9,74 12,41 14,13 12,22 15,16 16,20 15,21Total Domestic 0,64 0,68 0,53 0,58 0,62 1,09 1,61 2,41 2,54 2,43 2,80Domestic + Int. 4,88 7,53 9,26 10,38 10,36 13,50 15,73 14,63 17,70 18,64 18,01Source: DHMI
5.597 4.234 6.849 8.733 9.796 9.742 12.410 14.125 12.219 15.288 16.202 15.2114,234 6,849 8,733 9,796 9,742 12,41 14,13 12,22 15,29 16,2 15,211
4,812 5,469 6,215 7,064 8,028 9,124 10,37 11,78 13,39 15,2211,137 1,137 1,137 1,137 1,137 1,137 1,137 1,137 1,137 1,1365
0,00
2,00
4,00
6,00
8,00
10,00
12,00
14,00
16,00
18,00
20,00
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
mio
PA
X
Total Int.
Total Domestic
Domestic + Int.
Passenger Growth of Antalya Airport
International traffic of AYT grew by 13,6% between 1999-2009
Average % 13,6
2-Statistics
Đstanbul (Ataturk) 29.8 Antalya (Antalya) 18.01Istanbul (SAW) 6.5Izmir (Adnan Menderes) 6.2Ankara (Esenboga) 6.1Dalaman (Dalaman) 3.3Bodrum (Milas) 2.8Others 12.5TURKEY Total 85.5
Ankara
Antalya
DalamanBodrum
Izmir
Istanbul ISTĐstanbulSAW
International Terminals Mio Total PAX *
% 21,4 of total pax
2-Statistics
* Data source: DHMI 2009 turnaround, int and dom pax figures
Passenger Nationality•• Top 10Top 10 nationalities account for nationalities account for 81%81% of all international pax trafficof all international pax traffic
•• Germans Germans and and RussiansRussians are the leading nationalitiesare the leading nationalities
Passenger Nationality - 2010 H1
British5%
Dutch6%
French4%
Swedish3%
Austrian3%
Norwegian3% German
33%
Russian32%
Ukranian5%
Turkish6%
2-Statistics
Antalya
Flights from Antalya
3-Airport Management
ATC Services
Safety
Fuelling
Ground Handling
Transportation
Terminal ServicesPassengers-Aircrafts
Catering
Technic
Airlines
36C
18C 18R
36L
Terminal 2Terminal 2
18L
36R
DomesticDomestic
Terminal 1Terminal 1
Antalya is the second largest airport in Turkey and the gateway to the largest tourism destination in the Eastern Mediterranean.
Antalya Airport
4-Terminal Management
1-Passenger & Baggage Services 2-Aircraft Services
T3T2T1Terminal Informaties
5680
3.600
6
59
12
10
2.874
56.000
5400
5.000
6
65
12
16
4.875
77.038
-Dep.Passport Area Capacity (pax)
2500BHS cap. phr
4Baggage Arr Belts
32Check In Counters
4Bridges
8Gates
980Max pax cap. phr
36.000Area (sqm)
ICF Airports Terminals
T1
T2
T3
12
ICF Airports Aggreement
Considered a “Concession Agreement”, the contract effectively is a long-term “Lease Agreement”.
Lease Agreement
State Airport Authority
DHMI
State Airport Authority
DHMI
Project CompanyICF Airports
Project CompanyICF Airports
2007-2024
50% 50%
ICF Airports Corporate Structure
Founded in May, 2007
IC Holding is a group active primarily in construction, tourism, energy, infrastructure and real estate.
1. CONSTRUCTION1. CONSTRUCTION
2. TOURISM2. TOURISM
3. INDUSTRY3. INDUSTRY
4. ENERGY4. ENERGY
5. INFRASTRUCTURE5. INFRASTRUCTURE
6. REAL ESTATE DEVELOPMENT6. REAL ESTATE DEVELOPMENT
IC Holding
Aviation Ground Handling
External Activities
Retail & Properties
Fraport Group
Fraport AG has successfully been operating the Frankfurt international air transportation hub for many decades. Using the know-how and experience acquired in operating and managing its FRA global hub over the years, Fraport is offering its extensive expertise at a large number of other locations worldwide.
6-Integrated Management System =IMS
ICF Airports Integrated Management System, perceptions of how the terminal services provided to international standards and created of the process structure is an instance represents.
We will try to demonstrate with the following examples, how integrated management systems are applied and managed in the company.
IMS Applications
1. Top management is established a quality policy and objectives.
2. Documents management is done very effective way.
3. Company Records are defined to provide evidence of conformity to requirements and the effective operation shall be controlled.
4. In order to protect records during retention time and easy to access,archive system is established.
IMS Applications
5. An interactive process structure is established.6. Statistical process control is conbined with
Operational Performance Measurement. These methods demonstrate the ability of the processes to achieve planned results.
7. An Organizational Chart illustrates the responsibility and relative authority of the personnel who manage, perform, and verify the activities affecting the QMS.
8. Training, education, competence, experience of staff are defined as key criterias.
9. Suppliers are evaluated at regular intervals.10. All technical systems are arranged in relation
to the periodic maintenance plans. In this way the system’s UP-TIME rates is increasing.
11. Customer satisfaction measurement, complain management and improvement are done in very proper way. All our sources are focused to enhance customer satisfaction by meeting customer requirements.
IMS Applications
12. Top management reviews at planned intervals, to ensure its continuing suitability, adequacy and effectiveness.
13. Determined preventive actions to eliminate the causes of potential nonconformities in order to prevent their occurrence.
14. Occupational health and safety management systemis applied very effectively. The job security and comfort of our employees, business and 3rd parties.
IMS Applications
15. Environmental management system is applied very effectively.
16. The following requirements are fully met:• Carbon management requirements,• Green Airport Company requirements.
All these applications are provided us continual improvement and sustainability.
Some examples of the applications:
IMS Applications
ICF Airports Process Structure
Operation
Duty Management
Security
Commercial Affairs
Human Resorces& Org. Development
IT Services
Finance
Law
Technical Services
Corporate Com.
Support Processes
Operational Processes
Management Processes
Top ManagementManagement Systems
Process Time Standards
>20 %Baggage carts usage Availability13
40 minLast baggage on belt12
18 minFirst baggage on belt11
10 minPassport Control (average) 10
15 sec/paxPassport Control (per pax) 9
13 secVisa check (per pax)8
65 sec/bridgeBridge Docking 7
StandardsArrival Passenger Process
15 sec/paxSecurity check - Gate Entry 6
10 minPassport Control (average)5
20sec/paxPassport Control (per pax)4
30 min.Check-in (average) 3
60sec/paxCheck-in (per pax)2
16 sec/pax.Security check - Terminal Entry 1
StandardsDeparture Passenger Process
Operational Performance Measurements
Internal Process•Comercial activities,•Time management •Ops activities.•Technical systems UP-TIME•IT systems UP-TIME
Customer •Pax satisfaction•Coporate customer satis.•Staff satisfaction•Complaints.
Learning-Growty•Turnover,•Absence,•Training data,•Productivity,
Financial•Profitability,•Capital Profit,•Operational Cost,•Revenue structure,•Cash receivable,
ICF Vision-Strategy-Policy
Key Performance Indicators=KPIs
Commercial Business-Retail,•Office rent,•Advertisement,•Shopping,•Any other com.activities
Aircraft Services•Bridge,•400Hz,•PCS,•Water
Baggage Services•Misrouted bag,•Damage bag,•Bag delivery,
Passenger Services•Check-in,•Flt monitoring•Boarding,•Passport control,•Viza,•Health svcs....
ICFSERVICES
ICF Services
26
KPI and Services Interaction
Commercial Business
Aircraft Services
Pax Services
Baggage Handling
Non Av.Revenue
Satisfaction
HR-Up Time
Up Time
Up time Terminal dly
Satisfaction Satisfaction
Av.Revenue Av.Revenue
Occp.area%
ICF Services
ICF KPIs
HR
Processing times
1-Finance
2-Customer Satisfaction
3-Internal Process
4-Sources (Assets, Emp,)
HR-Up Time
Customer relations are managed with a customer oriented approach. Every suggestion/complaint is evaluated by the customer committee. Suggestion/complaints are collected by various ways.
Customer satisfaction is measured systematically. Passenger and customer surveys are done regularly.
Customer Relations Management
Collection of Customer Data
Customer Data Evaluation Process
Complaint
Related Dept. Manager
Related Dept. Manager
Customer Committee Decision
Stored Data
CustomerFeedback
Corrective & Preventive Actions
Quality Dept..
The process is managed by CRM software.
Customer Satisfaction
Survey Report
OHSAS
In accordance with requirements of TS 18001 standard all have been fulfilled.The best practices in the company are;– Risk Assessment,– Periodical health checks,– Periodical radiation measurement,– Protective and preventive actions,
• System improvements and new technology usage
• Protective eqipments,• Warning Signs,
• Training,
– Monitoring.
ICF Health & Safety Principles
1. Development of a general preventive policy including the effects of
factors about technology, organisation, working conditions, social
intercourses and work environment.
2. Rather than personel protection, giving priority to public protection.
3. Preventive actions for work safety; ensuring suitable work equipment.
4. Continuous improvement with adaptation to new technology.
5. Replacing the hazardous with the non-hazardous or less hazardous ones,
6. Developing right instructions for the right work.
7. Replacing warning signs in all-risk areas of the terminal
8. Trainings for OHSAS. (On the job, calss and Drills are applied.)
9. Informing the staff.
10. Taking all the hygiene precautions.
Environment
Beside achieving a sustainable balance concerning the environmental impact of our activities, our company's fundamental objective is to take into consideration ecologic, economic, social and public interests. Acting from this standpoint, an environmental impact assessment was conducted and an environmental management plan and program were devised.
Social-Public Plan
•We generate job opportunities for more than 2.000 people.•We committed to reduce continually incidents and accidents by taking preventive actions.•In order to spirit environ-mental awareness of ICF and partners staff, is provided continuous training.•We are driving forward the firms for Green Airport Project.
Economic
•Environmental investments is continued. Up to now performed 21.4 millions EUR.•We cover all cost regarding waste management. Reserved about 1 million EUR yearly basis.•We booked financial funds to consistently upgrade of Airport Carbon Accreditation.
ICF AirportsStrategic Sustainability Goals For
Environment
Ecology
•We will use ecologically-friendly energy sources.Tri-gen power plant is the one of.•We will not caused any additional CO2 emission due to our operational activities.•We will support Airlines to reduce CO2 emission.•We will implement properly ISO Environmental Management System.•We will manage all type of waste in compliance with regulations.
Environmental Strategies
Environmental Applications
1. Terminal Buildings Design and Facilities
2. Technology Usage and Energy Saving
3. Sustainable Financial Resources
4. Air Quality and Carbon Emissions
5. Noise
6. Water Quality
– Waste Water Treatment
– Drinking and service waters
Environmental Applications
1. Soil Quality
2. Waste Management
3. Management of Hazardous Waste /Substances
4. Landscape
5. Education and the Development of Environmental
Awareness
6. Social Responsibility Projects
IMS Certificates
ICF Airports is committed to reduce carbon emissions at Antalya Airport, by taking all needed activities and also collaborative efforts with airlines, air traffic control, ground handlersand others as part of a comprehensive strategy towards aviation’s presence on the ground.
ICF Airports Calculation of the carbon footprint is followed the principles of the GHG Protocol and ISO14064, subject to additional requirements outlined in the scheme documentation.
Airport Carbon Accreditation
� Antalya Airport achievedAirport Carbon Accreditedstatus
at the 'Mapping' level on 6 August 2010.
� AYT becameone of the22 accredited airports in Europe
� Airport Carbon Accreditation was launched in 2009 by ACI EUROPE
� Aim is to manage and reduce CO2 emissions with the ultimate goal of
becoming carbon neutral.
� At the Mapping level, the following steps have been achieved:
� AYT’s operational boundaryand sources for emissionswere determined
� Annual carbon emissionsfor the previous year were calculated.
� A carbon footprint reportwas compiled.
� An independent third partyverified the report.
� ACI Steering Committee approved the report.
Carbon Accreditation Process
The ‘Airport System ’ Carbon Footprint Model
Typical ‘Airport System ’ Carbon Footprint
Transport %10
Flights %86,5
Food
% 0,5
Utilities %2
Materials & Waste %1
ICF Airports Carbon Footprint Report
ICF Airports Carbon Map
Airport Carbon Accreditation
The project under the name of ‘Green Airport Project’ has been launched by General Directorate of Civil Aviation (CAA).
With these project works, eliminating or preventing negative effects which solid, liquid or gaseous waste which can be accumulated as a result of our activities give direct harm to life through the soil, air and water pollution will be ensured.
The requirements of the project are match with Environmental Management System requirments. Therefore, 2 projects carried out parallelly and finalized together. The company certified by CAA in the year 2010.
Green Airport Project
“Green Company” Certificate
Thank You for your attention...