klia v.02 presentation aznan
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KLIA v.02 presentation aznanTRANSCRIPT
Vision:
“To provide world class
airport
services
to all our customers”
Vision:
“To provide world class
airport
services
to all our customers”
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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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Malaysia Airports Holdings Berhad (487092-W)
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.
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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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Malaysia Airports Holdings Berhad (487092-W)
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 )
D U T Y O F F IC E R(G R E D 14 )
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
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 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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Malaysia Airports Holdings Berhad (487092-W)
Terminal Operation Division
Roles and Responsibilities
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
AREA OF RESPONSIBILITYAREA OF RESPONSIBILITY
TSD
MTB
Area Size: 241,000 sq. m
CP
Area Size: 95,000 sq. m
SAT
Area Size: 143,404 sq. m
Total Area
Size: 479,404 sq. m
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Malaysia Airports Holdings Berhad (487092-W)
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.
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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.
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
TERMINAL SERVICE LEVEL STANDARD:
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.
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
TERMINAL SERVICE LEVEL STANDARD:
4. TELEPHONE:- Answer – Information Counters within 3 rings
– PABX: Within 2 rings
5. FACILITIES – serviceable at all time:- Lift:- Escalator:- Travelator:- Revolving Doors
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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)
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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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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Malaysia Airports Holdings Berhad (487092-W)
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
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
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
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
CONCLUSIONCONCLUSION
• Hassle free Environment
• Facilities that are user-friendly
• Services that are prompt, courteous and efficient
• Product that are high quality and reasonably price
TERMINAL SERVICES DIVISIONTERMINAL SERVICES DIVISION
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Malaysia Airports Holdings Berhad (487092-W) Thank youThank you
End of End of PresentationPresentation