klia v.02 presentation aznan

Vision:

“To provide world class

airport

services

to all our customers”

Vision:

“To provide world class

airport

services

to all our customers”

2

Malaysia Airports Holdings Berhad (487092-W) TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION

INTRODUCTION TO

TERMINAL SERVICES DIVISION

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Malaysia Airports Holdings Berhad (487092-W)

OBJECTIVES

By end of the lecture, you will be able to understand the basic concepts, mission, function and duties of Terminal Services

Division.

TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION

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Terminal Operation Services

Terminal Operation Services is a unit that manage KLIA. Terminal coordinate with all KLIA

Community to ensure terminal Operation and Service provided are :

•PROMPT,

•COURTEOUS,

•EFFICIENT,

• USER FRIENDLY FACILITIES AND

•HASSLE FREE ENVIRONMENT.


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APPROACH

RUNWAY

TAXIWAY

APRON

GATE

PIER

ARRIVAL CONCOURSE

BAGGAGE CLAIM

DEPARTURE

PARKING ROADSOTHER GROUND

TRANSPORT ROADS PARKING

PUBLIC AREAS PUBLIC AREAS

RUNWAY

TAXIWAY

APRON

GATE

PIER

DEPARTURE CONCOURSE

PAX AREA PROCESSING

AIRCRAFT PROCESSING

OPERATIONAL PROCESSES

TOS

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Terminal Organization Structure

S E N IO R IN F O . A S S T. C L E R K

S E N IO R IN F . A S S T.S H IF T A

T E R M IN A L E X E C U T IV ES H IF T A

D U T Y O F F IC E R(G R E D 14 )

S E N IO R IN F . A S S T.(G R E D 13 )

T E R M IN A L E X E C U T IV ES H IF T B

H O U S EK E E P ER

T A N G O A L P H A(M T B )

T A N G O B R A V O(C P )

H O U S EK E E P ER

T A N G O C H A R L IE(S A T )


1 3 IN F . A S S T.

S E N IO R IN F . A S S T(G R E D 13 )

T E R M IN A L E X E C U T IV ES H IF T C


S E N IO R IN F . A S S T.(G R E D 13 )

T E R M IN A L E X E C U T IV ES H IF T D

T ERM INAL EXECUT IVE 2(F LO A T IN G )

T E R M IN A L E X E C U T IV E 1(O F F IC E H O U R S)

T E R M IN A L M A N A G E R

S E N IO R O P E R A T IO N M A N A G E R

G E N E R A L M A N A G E R

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Terminal Operation Division

Roles and Responsibilities


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AREA OF RESPONSIBILITYAREA OF RESPONSIBILITY

TSD

MTB

Area Size: 241,000 sq. m

CP


SAT


Total Area

Size: 479,404 sq. m

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Role of Terminal Services DivisionRole of Terminal Services Division

A. During Normal Operation

i. To ensure that terminal areas must serves and meets all the criteria that passengers demand of a world class airport such as:

:-Accurate information:-Serviceable System

:-Cleanliness :-Clear signage :-Customer service.


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ii. To ensure that the terminal workforce must be highly dedicated in order to provide world class airport services to our valued customers.

iii.To ensure and constantly enforce policies and procedures established by the management.

Iv. To ensure that performance standards of Terminal Services Division are maintained and take actions to overcome related problems.


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v. To coordinate activities between various service- providers at the airport in order to ensure smooth and efficient passenger flow and Terminal Operation

vi.To ensure that at all times, smoothest VVIP, VIP and CIP processes at KLIA VVIP Complex and Terminal Building

vii.To report to the Airport Operation Centre on significant events and incidents that happen at the Terminal for further action

viii. To Manage Contract


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B. During EmergencyTo act according to the Airport Emergency Procedure and work closely with Airport Operation Centre and Crisis Control Centre

:- Aircraft Crash:- Bomb Threat:- Full Emergency:- Structure Fire:- Ground Incident

C. Crisis:- System (FIDS,BIDS, BHS-PCPS):- No Water Supply:- No Electricity Supply:- Sick passenger/ mental disorder


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TERMINAL SERVICE LEVEL STANDARD:

1. TROLLEY MANAGEMENT –

:- To ensure minimum of 15 Trolleys per nest at MTB

:- To ensure trolley is available at all time

:- To ensure no trolley scattered

:- Maximum of 10 min. Respond time for each time of reporting

scattered trolleys.

:- To ensure trolleys are clean and serviceable


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2. VVIP

:- To Provide fast and efficient services:- Hassle Free Environment

3. COMPLAINT:- Respond to verbal and written complaint related to Terminal

Services ASAP.

4. CLEANLINESS – Toilet:- No Smell and ready to use:- Clean and convenience at all time.


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4. TELEPHONE:- Answer – Information Counters within 3 rings

– PABX: Within 2 rings

5. FACILITIES – serviceable at all time:- Lift:- Escalator:- Travelator:- Revolving Doors


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TERMINAL SERVICES DIVISON OPERATION

WHO?- Terminal Manager - Senior Information Assistant - Duty Executive - Duty Officer- Information Assistant - Information Officer

HOW?-4 shifts (Alpha, Bravo, Charlie & Delta) , 7 days a week including Public Holiday- Standard Operating Procedure (SOP)- Standard People Practise (SPP)


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STANDARD OPERATING PROCEDURES (SOP)STANDARD OPERATING PROCEDURES (SOP)

1. 1. INSPECTIONINSPECTION

:- Routine Inspection:- Routine Inspection

: - Inspection Based on Report: - Inspection Based on Report

:- Inspection prior to event:- Inspection prior to event


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Malaysia Airports Holdings Berhad (487092-W) TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION

2. 2. HANDLING VVIPHANDLING VVIP

:- :- Normal/ Immediate BookingNormal/ Immediate Booking

:- Private Booking:- Private Booking

:- VVIP’s Arrival/ Departure at Terminal :- VVIP’s Arrival/ Departure at Terminal

:- VVIP’s Arrival/ Departure at Bunga Raya Complex/Red :- VVIP’s Arrival/ Departure at Bunga Raya Complex/Red Carpet Carpet

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STANDARD OPERATING PROCEDURES (SOP)STANDARD OPERATING PROCEDURES (SOP)

3. 3. CUSTOMER SATISFACTION & IMPROVEMENTCUSTOMER SATISFACTION & IMPROVEMENT

:- Handling passengers at Information Counter:- Handling passengers at Information Counter

:- Handling Complaint:- Handling Complaint

:- Handling Complaint at Information Counter:- Handling Complaint at Information Counter

:- Public Announcement:- Public Announcement

:- Operation of PABX:- Operation of PABX


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STANDARD OPERATING PROCEDURES (SOP) Cont..STANDARD OPERATING PROCEDURES (SOP) Cont..

4. 4. INCIDENT & ACCIDENTINCIDENT & ACCIDENT

:- First Aid, Major injury and fatal Accident at Terminal:- First Aid, Major injury and fatal Accident at Terminal

:- Handling Dead Body:- Handling Dead Body

:- Transporting Invalids:- Transporting Invalids

5. 5. FALLBACK PROCEDUREFALLBACK PROCEDURE

:- TAMS failure:- TAMS failure :- TTS Failure :- TTS Failure :- Lost of Electrical Power Supply:- Lost of Electrical Power Supply

:- Lost of Water Supply:- Lost of Water Supply

6. 6. SCHEDULE MAINTENANCESCHEDULE MAINTENANCE

7. 7. WORK PERMITWORK PERMIT

8. 8. TRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIOTRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIO

9. 9. AD HOC FLIGHTAD HOC FLIGHT

10. 10. DIVERSION FLIGHTDIVERSION FLIGHT

11. 11. PURCHASING AND SUPPLIER CONTROLPURCHASING AND SUPPLIER CONTROL


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STANDARD PEOPLE PRACTICES (SPP)STANDARD PEOPLE PRACTICES (SPP)

• Wishing Passengers, Public and MABWishing Passengers, Public and MAB

StaffStaff

• Answering Telephone callsAnswering Telephone calls

• Handling Passengers/ Public atHandling Passengers/ Public at

Information CounterInformation Counter

• Handling Difficult Passengers/ PublicHandling Difficult Passengers/ Public

• Approach passengerApproach passenger


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CONCLUSIONCONCLUSION

• Hassle free Environment

• Facilities that are user-friendly

• Services that are prompt, courteous and efficient

• Product that are high quality and reasonably price


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Malaysia Airports Holdings Berhad (487092-W) Thank youThank you

End of End of PresentationPresentation

klia v.02 presentation aznan

Business

spp terminal services

terminal services asap

terminal areas

terminal coordinate

terminal building

efficient services

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airport operation centre