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MARKETING DEPARTMENT MANUAL

CHAPTER 05 (ANNEX A) 05A : 00 : 0

TRAINING & DEVELOPMENT Rev # : 00

March 01, 2010 Doc #: MKT/MM/01

Controlled Copy - Do not duplicate without prior permission.

TRAINING MANUAL MARKETING






0.1 LIST OF EFFECTIVE PAGES

Part Title Effective

Pages Revision

No. Revision Date

0 The Manual 01 - 08 00 March 01, 2010

0 General 09-11 12-12

00 02

March 01, 2010 April 01,2011

1. Pre-training 01 - 02 00 March 01, 2010

2. Execution phase 02--02 02 July 01, 2011

3. Post training 01 00 March 01, 2010

4. Coordination with PIA Training Centre 01 - 05 00 March 01, 2010

5. Records 01 – 01 02-02

02 00

July 01, 2011 March 01, 2010

6. Local trainer 01 00 March 01, 2010

7. Appendix 01 – 10 11--14 15--23

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0.2 FOREWORD This manual is a significant part of the quality initiatives being undertaken by PIA to improve the level of service quality in all service delivery areas. It provides a broader picture of the trainings to be imparted. This Training & Development Manual streamlines the system and procedures, which would ensure that training programs planned for particular segments meet the requirements. The manual, when read and understood, shall lead to uniformity of commitment and standardized performance. It includes

a) Basic Training which cover Sales Orientation, Cargo Sales, Passenger Sales, Tariff & Ticketing, Attitude Development and Customer Satisfaction etc.

b) Intermediate Training which covers advanced concepts for basic courses such as Cargo Sales, Tariff & Ticketing

c) Recurrent and Refresher courses are based on Basic training courses. d) Specialized Training from organization whom excel in imparting training in Sales & Marketing

The duration of all scheduled courses, briefings and workshops vary from one day to a maximum of two weeks. Post training feedback of each course enables continuous improvement and effectiveness of training imparted. Periodic revision of this manual will be carried out for necessary modifications and amendments. I would like to appreciate the efforts of Mr. Raza Rizvi & his team members specially Mr. Arshad Qayum at Training & Development section , for compiling the manual, which is meant to serve as a working guide for all of us in the Marketing Department. Aforementioned team member were supported by their management in review and compilation of this manual. We expect effective implementation of the Training and Development Manual and look forward to furthering the cause of quality through such initiatives. We also welcome valuable suggestions, which may facilitate the overall Quality enhancement of this compilation.

DIRECTOR

MARKETING DEPARTMENT






0.3 TABLE OF CONTENTS

PART 0 THE MANUAL 0.0 Title Page 0 0.1 List of Effective Pages 1 0.2 Foreword 2 0.3 Table of Contents 3 0.4 Distribution List 5 0.5 Amendment Sheet 6 0.6 Incorporation of Revisions 7 0.7 Record of Edition 8

GENERAL

0.8 Introduction 9 0.9 Training policy 10 0.10 Abbreviations 11 0.11 List of courses 12

PART 1 PRE-TRAINING

1.1 Procedure for identifying training needs 1 1.2 Procedure for identifying learning streams and planning training schedule 2

PART 2 EXECUTION PHASE

2.1 Procedure for nominating staff/officers for planned courses 1 2.2 Procedure for syllabus design and course contents 2

PART 3 POST TRAINING

3.1 Procedure for training feedback 1 PART 4 COORDINATION WITH PIA TRAINING CENTRE

4.1 Procedure for coordination with PIA training centre 1 4.2 Procedure for Development of new course content / Syllabus 2 4.3 Procedure for observation of training 3 4.4 Procedure for recurrent training 4 4.5 Procedure for training new entrants 5

PART 5 RECORDS

5.1 Procedure for maintaining training records 1 5.2 Procedure for maintaining training records of handling agent’s personnel 2

PART 6 LOCAL TRAINERS

6.1 Procedure for selection of local trainers 1

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PART 07 APPENDICES

A) Post Training Feedback Form for Live Animal Regulation Course 2

B) Post Training Feedback Form for Live Animal Regulation Course 3

C) Post Training Feedback Form for Cargo Sales Basic Course 4

D) Post Training Feedback Form for Tariff and Ticketing Intermediate Course 5

E) Post Training Feedback Form for Tariff and Ticketing Advance Course 6

F) Post Training Feedback Form for Tariff and Ticketing Basic course 7

G) Post Training Feedback Form Customer Care Workshop 8

H) Post Training Feedback Form for Marketing Orientation Course 9 I ) Post Training Feedback Form for Selling Dynamics Course 10 J) Post Training Feedback Form for Reservation/Ticketing/ASR Course 11 K) In-House Performance Form 12

L) Examination Grading Sheet 13 M) Course Attendance Record (Computerized) 14 N) Post Training Feedback Form for Perishable Cargo 16 O) Post Training Feedback Form for Marketing Orientation Course 17 P) Post Training Feedback Form for ULD/Pallet Building & Loading Course 18 Q) Post Training Feedback Form for Safety of Cargo on Board Course 19

R) Post Training Feedback Form for Cargo Sales Basic Refresher Course 20 S) Post Training Feedback Form for Cargo Sales Advance Course 21 T) Post Training Feedback Form for CASS 22

U) Post Training Feedback Form for Cargo Spot 23 V) Post Training Feedback Form Revenue Management 24

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0.4 DISTRIBUTION LIST Note: Master Copy of Training & Development Manual is retained by the office of the QMR. Control of this Manual is with Manager Training & Development Marketing. This document is accessible to all Marketing Department employees through the PIAC Corporate Website for ready reference; however, viewing is restricted to PIA employees only. The following positions are mainly concerned with this document:

S. NO CONCERNED POSITIONS

01. Director Marketing

02. GM Passenger Sales

04. GM Cargo & Speedex

05. GM Industry Affairs

06. GM Revenue Management

07. GM Market Planning & Brands

08. Principle PIA Training Center

09. GM QA & HSE

10. District Manager Karachi

11. District Manager Lahore

12. District Manager Islamabad

13. District Manager Rawalpindi

14. District Manager Peshawar

15. District Manager Quetta

16 District Manager Multan

17 District Manager Faisalabad

18 QA Manager Marketing

19 Country Manager Dubai






0.5 AMENDMENT SHEET

S. No. Page No. Part Rev. No.

Rev. Date

Entered

By On






0.6 INCORPORATION OF REVISIONS General

Amendments to the Training & Development Manual shall be issued from time to time with a list of effective pages.

Amendments shall be done when required mainly to keep abreast of all regulatory requirements, in case of change in airline policies and procedures and also due to periodic management reviews.

Amendments are covered by a Letter of Revision. All amendments to the Training & Development Manual will become effective from the dates of revisions,

unless a different date has been specified in the respective Letter of Revision. Record of Revisions

A revision record for the Training & Development Manual is shown on the following page in the List of Effective Pages. This is numbered and dated. Training & Development Manual shall be kept current on PIAC Corporate Website (employee area) with latest revisions.

When an amendment is received the number and date shall be entered in the Amendment Sheet to reflect the current status of the manual.

List of Effective Pages These are shown part by part wise in the Table of Contents. Each part is listed in serial order with the total

number of effective pages in it clearly indicated.






0.7 RECORD OF EDITIONS

Edition Number Revision Number Issue Date Effective Date Inserted by

1ST

Edition Revision No.00 March 01, 2010 March 01, 2010 Manager T&D

Marketing

1ST

Edition Revision No.01 April 01, 2011 April 01, 2011 Manager T&D

Marketing 1st

Edition Revision No.02 May 01, 2011 May 01, 2011 Manager T&S

Marketing

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General

0.8 INTRODUCTION

Welcome to the Training Manual of Marketing Department. The purpose of the Training Manual is to document training activities and standardize training procedures. The Training Program is divided into three phases:

Pre- Training Execution Post Training

This manual is intended as a standard reference for training process, the intent being, to make learning easier and maximize the performance of the frontline Personnel. Master Copy of the Training & Development Manual is retained by the office of the QMR. Control of this Manual is with Manager Training & Development (Sales). This document is accessible to all Marketing Department employees through the PIAC Corporate Website (www.piac.com.pk) for ready reference; however, viewing is restricted to PIA employees only. The list of positions mainly concerned with the usage of this document is given on section 1.4 List of Distribution (Part 01) of this Manual. We will welcome your comments, suggestions and questions on our effort. This manual will only be available on website.

Manager Training & Standards (MKTG)

http://www.piac.com.pk/






0.9 TRAINING POLICY The Focus of Marketing Department Training is on Commitment to provide Excellent and Safe Customer Services by identifying customer expectations and creating positive first impression. This vision has the support and commitment of Director Marketing, General Manager Passenger Sales, General Manager Cargo & Speedex, General Manager Industry Affairs, General Manager Market Planning & Brands. General Manager Revenue Management and Principal PIA Training Center. Our training is geared for developing the knowledge and skills of the staff through innovative learning strategies by coordination and involvement of all concerned. It is our endeavor to enable frontline staff as well as those in the back up and support roles to build, maintain and increase a loyal customer base. Every person performing duties in Marketing Department will undergo initial, recurrent training before being assigned a job in a particular area. The recurrent training must take place with in 36 months of previous training as per IOSA requirements. However for DGR the recurrent training is required within 24 months of the previous training. Manager training and Standards shall keep a close liaison with reputed training institutes whom conduct specialized training pertaining to sales and marketing in aviation. Sales officers/staff will be selected for specialized training courses conducted by renowned institutions inside and outside Pakistan in order to improve their communication and sales skills.

Manager Training & Standards MKTG






0.10 ABBREVIATIONS AWB : Airway Bill BHC : Backhaul Check CI : Chief Instructor CTM : Circle Trip Minimum DEV : Development DGR : Dangerous Goods Regulations EBT : Excess Baggage Ticket EMA : Excess Mileage Allowance EMS : Excess Mileage Surcharge EPR : Employee Profile Record GM : General Manager HIF : Higher Intermediate Fare HIP : Higher Intermediate Point IATA : International Air Transport Association MCO : Miscellaneous Charges Order MGR : Manager OHP : Overhead Projector OJT : On Job Training PAT : Passenger Air Tariff PNR : Passenger Name Record PTA : Prepaid Ticket Advise PTC : PIA Training Center QA : Quality Assurance SLS : Marketing Department SOP : Standard Operating Procedure TGS : Technical Ground Support TNA : Training Need Analysis TRG : Training






0.11 LIST OF COURSES a) Basic Training Duration

i. Tariff & Ticketing 10 Days ii. Cargo Sales Basic 10 Days iii. Live Animals Regulation 3 Days iv. Selling Dynamics 2 Days v. DGR 6 Days vi. Customer Care Workshop. 2 Days vii. Marketing Orientation 10 Days viii. Reservation/E-Ticketing/ASR 10 Days ix. ULD Orientation / pallet building 2 Days x. Loading/unloading awareness 2 Days xi. Perishable Cargo 2 Days xii. Safety of Cargo on Board 2 Days xiii. Cargo Spot 5 Days xiv. CASS 2 Days xv. Airline Marketing 2 Days

b) Intermediate Course/Advance Course Duration

i. Tariff & Ticketing Intermediate 10 Days. ii. Tariff & Ticketing Advance 10 Days iii. Cargo Sales Advance 10 Days iv. Sales Promotion and Management 2 Days v. Revenue management 2 Days

Vi Travel Documentation 04 Days

c) Re-Current/Refresher Duration

i. Dangerous Goods Regulations 6 Days ii. Reservation/e-Ticketing/ASR 5 days iii. Cargo Sales Basic (Refresher) 2 days iv. Live Animals Regulation 2 Days v. E-Ticketing (Sales) 2 Days vi. Perishable Cargo 2 Days

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CHAPTER 05 (ANNEX B) 05A : 01 : 1




1. PRE -TRAINING

1.1 Procedure for Identifying Training Needs 1.1.1 Purpose:

Training needs are identified to help develop meaningful training programs for each calendar year. 1.1.2 Responsibilities:

The TNA is conducted by Manager Training & Development in coordination with Line Managers and Sectional Heads.

1.1.3 Procedure:

a) Conduct meetings with Line Managers and Sectional heads to discuss precise training needs and determine learning objectives.

b) Align the individuals’ needs to ensure that they are in harmony with the Organization’s vision and incorporate the same in the training programme.

c) Evaluate and monitor the training being imparted. Make recommendation for the follow up training to ensure, that learning transfers to performance.

d) Seek random feedback from the Line Managers & Supervisors through Post Training Feedback forms regarding the effectiveness of training imparted.

e) Evaluate recommendations / feedback for developing subsequent training program. 1.1.4 Related Records: MKT/T&S/T/1002 1.1.5 Reference Documents: N / A






1.2 Procedure for Identifying Learning Streams and Planning Training Schedule 1.2.1 Purpose:

Using the appropriate TNA methodology, learning streams are identified and used as a basis for training programs. Each Learning stream meets identified training needs by using a variety of learning modes to cater for individual learning styles.

1.2.2 Responsibilities:

Manager Training & Development . 1.2.3 Procedure:

a) As a follow-up of the TNA exercise, learning streams are identified which form the basis of training programme/schedule for a particular calendar year.

b) Training is categorized effectively into the above learning streams, allowing the staff to participate in training and development activities that are focused. Crossover areas are combined into one.

c) The training programme is discussed and approved by respective Section Head. d) The programme for each calendar year is flashed to all Station at end of the year after receiving from

PTC. . e)The programme is subject to change in case of an urgent requirement by the Management.

1.2.4 Related Records: N/A 1.2.5 Reference Documents: N / A






2. EXECUTION PHASE

2.1 Procedure for Nominating Staff/Officers for Planned Courses 2.1.1 Purpose:

To identify and nominate staff and officers for the planned training programme from different areas 2.1.2 Responsibilities:

Manager Training & Standards Line Managers/Section Heads concerned.

2.1.3 Procedure:

a) The training programme is forwarded by the Training & Development section to all respective Section heads.

b) The programme is circulated by the Section Heads in different areas for nominations. c) The nominations are recommended by the Line Managers and forwarded to the Section Heads for

approval. d) Sectional Heads will forward the approved list of participants to the Manager Training & Development. e) The nomination received are cross checked with training records maintained in the Training &

Development section before being accepted and forwarded to the marketing/ unit at PTC. f) A nomination can be turned down by the Training & Development section if a participant’s record

indicates that: a. They have previously attended same course. b. They have previously dropped out of the course without establishing any sound reason. c. They do not meet the criteria for a specific course. d. Participants will be given 2 chances to clear the course, after that participants will have to

clear the said course at their own expense and P/L shall also be detected from their balance. g) The lists of final nominations for each course are communicated by the stations to the Training &

Development section at least a week prior to the commencement of the course. Last minutes changes in nominations are to be avoided

h) Results will be communicated by PTC. All the unsuccessful nominees will have to reappear to clear the course as per section 2.1.3 (f)

2.1.4 Related Records: PIA INTRANET/ E-MAIL 2.1.5 Reference Documents: N / A

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2.2 Procedure for Syllabus Design & Course Contents 2.2.1 Purpose:

The purpose of this procedure is to ensure that the training programme planned for a particular audience meets the requirements of the Department.


Chief Instructor Marketing Training Unit Manager Training & Development

2.2.3 Procedure:

a) Training syllabus are customized and revised for a particular course by Marketing Training Unit at PTC in consultation with Manager Training & Development.

b) The Marketing Unit at PTC deputes a subject specialist for conducting training. In case of non-availability of an Instructor in a particular area, visiting faculty is invited from the operational area/head office.

c) Course contents are reviewed and updated periodically by the Marketing unit at PTC as per requirements of the regulatory agencies.

d) All sections are required to forward copies of changes in procedure/directive/revision pertaining to passenger sales/cargo/reservation to Training & Development section, from where it will be forwarded to the Marketing unit at PTC.

e) The C.I (Marketing unit) ensures that the course material provided to the participants is current. The methodology used for a particular subject is appropriate for the same.

2.2.4 Related Records: N/A 2.2.5 Reference Documents: Cargo Sales Training Manual Passenger Handling Training Manual

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3. POST TRAINING

3.1 Procedure for Training Feedback 3.1.1 Purpose:

To ensure continuous improvement and effectiveness of training imparted in line with Departmental requirements.


Manager Training & Development Chief Instructor Marketing Training Unit Line Manager(s)

3.1.3 Procedure:

Training & Development Section develops Post course assessment forms for the line managers. 3.1.4 Course Assessment:

a) The participants are assessed by written test, quizzes, class participation and evaluation for: a. Familiarization with the subject. b. Knowledge acquired c. Class performance

b) This includes instructor’s evaluation of the knowledge gained during the course and its interaction with participants expectations.

c) The instructor ensures that evaluation is synchronized with the course content and the learning outcome.

d) Post course assessment is done by line manager/supervisor at stations to evaluate the effectiveness of the training acquired and relating it to the employees work performance.

e) Post training feedback forms of various courses/workshop which are developed by Training & Development section, are available in Part 7 of this manual. The employees are randomly evaluated against the criteria in the form by the line managers. The forms are forwarded to the Training & Development section after four months from the date of the course.

3.1.5 Related Records: MKT/T&S/T/1000 3.1.6 Reference Documents: N / A






4. COORDINATION WITH PIA TRAINING CENTRE

4.1 Procedure for Coordination with PIA Training Centre

4.1.1 Purpose:

To coordinate and convey Departmental training requirements to Marketing Unit at PTC for continual improvement.


Manager Training & Development Chief Instructor Marketing Unit PTC

4.1.3 Procedure:

a) The Training & Development section and Marketing Unit at PTC are in constant touch regarding training.

b) Formal Meeting between Manager Training & Development and C.I Marketing are held to ensure, that the training being imparted is as per the requirements of the department. The time & venue of the meeting is determined by C.I Marketing and Manager Trg & Dev.

c) The meeting is minuted and the minutes circulated to the all participants. 4.1.4 Related Records: MKT/T&S/T/1005 4.1.5 Reference Documents: N / A






4.2 Procedure for Development of New Course Content / Syllabus 4.2.1 Purpose:

To develop courses regarding new directives / procedures as required. 4.2.2 Responsibilities:

All Sectional heads of Marketing. Chief Instructor Marketing

4.2.3 Procedure:

a) All sections are required to forward requirements for new course development and training needs to Manager Trg & Dev, who will forward it to marketing unit in PTC.

b) C.I Marketing ensures that the development is incorporated. c) All course syllabus are kept with marketing unit in PTC.







4.3 Procedure for Observation of Training 4.3.1 Purpose:

To ensure classroom training at PTC is as per the requirements. 4.3.2 Responsibilities:

Manager Training & Development C.I Marketing

4.3.3 Procedure:

a) The methodology and language used by the PTC instructors must be clear with the understanding of the participants.

b) To ensure that the class room training is in conformity with the syllabus, Manager DQC,and/or Manager, Training, Standards may depute officers with prior information to Principle PTC to conduct random observation to ensure that the procedure taught and discussed in the training are being followed.

c) The Monitoring Officer highlights any Unconformity to the standard procedure for continuous improvement.







4.4 Procedure for Recurrent Trainings 4.4.1 Purpose:

In Cargo Recurrent training must take place within 36 months of the previous training to ensure that the knowledge is current. However recurrent training for DGR must take place with in 24 months to ensure that knowledge is current.


Chief Instructor (Marketing) Manager Training & Development

4.4.3 Procedure:

a) This Procedure explains the cycle for trainings conducted at Domestic stations. b) The Manager Training & Development arranges these timings in coordination with C.I (Marketing) and

section heads and line managers. c) The attendance and results for these training in forwarded to Training & Development section to update

training record by the CI (Marketing). 4.4.4 Related Records:

MKT/T&S/T/1001 4.4.5 Reference Documents: N / A






4.5 Procedure for Training New Entrants 4.5.1 Purpose:

This training is customized to train the new entrants in Marketing Department. 4.5.2 Responsibilities:

Manager Training & Development C.I (Marketing) Sectional heads

4.5.3 Procedure:

a) PTC develops training programme for the new entrants in coordination with Marketing Unit PTC. b) New entrants are then sent to Marketing unit PTC for two-week Basic Sales/Cargo training. c) The new entrants are then attached with different Sectional heads, for familiarization / OJT for two

weeks. d) Course results Instructor's assessment and attendance are forwarded to Training & Development

section for record by the CI (Marketing). 4.5.4 Related Records: MKT/T&S/T1001 4.5.5 Reference Documents: N / A






5. RECORDS 5.1 Procedure for Maintaining Training Records 5.1.1 Purpose:

To maintain training records of all employees of the Marketing Department. 5.1.2 Responsibilities:

Training & Development section Station/sectional heads C.I Marketing H R Records Section

5.1.3 Procedure:

Formal training records are being kept by PTC, however Test results are also forwarded to Tranining & Development Section for updating the Web based record. a) Training records for last three years are maintained on web in Training & Development section. b) A copy of these records is also retained in the Marketing unit at PTC. c) Station/Sectional heads will also maintain there training record locally.

5.1.4 Related Records: TMS Database 5.1.5 Reference Documents: N / A

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5.2 Procedure for Monitoring Training Currency of Handling Agent’s Personnel 5.2.1 Purpose:

To ensure Mandatory Training currency of personnel employed by the Handling Agents 5.2.2 Responsibilities:

Handling Agreements section Cargo Operations Section

5.2.3 Procedure:

a) Handling Agreement section must ensure that the Handling Agent's staff has acquired the requisite trainings.

b) The currency of mandatory trainings must be ensured by the Cargo Operations Section through Oversight check list as per CSM SOP 6.6







6. LOCAL TRAINERS

6.1 Procedure for Selection of Local Trainers 6.1.1 Purpose:

To train the shift staff during slack period. 6.1.2 Responsibilities:

District Managers in consultation with Training & Development Section 6.1.3 Procedure:

a) The Local trainer is selected for a minimum period of one year. The officer must be: Well groomed Good communication skills Clean service record Command over subject

b) The Station Head forwards the names of the local trainer to Manager Training & Development who in turn ensures that the Local trainer has been trained in all concerned trainings.

c) The Local trainer also under goes a two-day Train the Trainer course at PTC. d) The Local trainer is responsible for briefing of any change in procedure or any regulatory change.







APPENDICES






A) Post Training Feedback Form for Live Animal Regulation Course

Form #MKT/T&D/R/001

To gauge the effectiveness of our training efforts we need feedback from you. Your comments will help us in further improving our training program. Please take a few minutes to tick the appropriate response option.

Participant Name: __________________ P.No: ________ Designation: _______________

S.No. Live Animal Regulation Options

A: Yes B: No C: Some what

1 Can he/she consult live animal regulations

2 Does he/she know about the proper selection of animal containers, stalls etc.

3 Does he/she know about the labeling and documentation of LAR

4 Does he/she know about the recommended stock density

5 Does he/she know about CITES

6 Does he/she know about the state and operator variations

7 Can he/she independently book a live animal shipment

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date______________________________ Course Date:

Evaluator: ____________________

____________________

Date: ____________________






B) Post Training Feedback Form for Dangerous Goods Regulation Course

Form # MKT/T&D/R/002


Participant Name: __________________ P. No: ________ Designation: _______________

S.No. Dangerous Goods Regulation Options


1 Can he/she apply the IATA DGR correctly

2 Does he/she has an understanding of legal aspect involved

3 Can he/she differentiate between shippers and operators responsibilities

4 Can he/she identify dangerous goods which are forbidden for air transport

5 Can he/she identify the nine classes of dangerous goods by their properties

6 Can he/she apply the alphabetical list of dangerous goods and its related information

7 Can he/she select the right packaging of dangerous goods

8 Can he/she properly mark the package of dangerous good

9 Can he/she effectively complete declaration of dangerous goods and properly enters the appropriate information on AWB

10 Can he/she recognize and apply the appropriate state and operator variation

11 Can he/she accept of reject a shipment correctly by using an acceptance checklist

12 Can he/she have appropriate knowledge of emergency procedures

Comments: _______________________________________________________________ ___________________________________________________________________________ Course Date_____

Evaluator: ____________________

____________________

Date: ____________________






C) Post Training Feedback Form for Cargo Sales Basic Course Form # MKT/T&D/R/003



S.No. Cargo Sales Basic Options


1 Does he/she know about the aviation regulatory bodies like six freedom of the air and traffic conference area etc

2 He/she has familiarity with city, country, currency codes

3 He/she understands time difference phenomenon and effectively calculate flying hours

4 He/she understands and can clearly acknowledge domestic cargo tariff

5 He/she understands procedures for space control, warehouse, export, import, pallet cell etc.

6 He/she has clear understanding about various aircraft door size, ULD sizes, maximum load ability

7

He/she can effectively understands/handle cargo acceptance/handling/dispatch procedures of human remains, valuable cargo, perishable cargo and general cargo.

8 He/she follow safety procedures and can perform safe handling of cargo

9 He/she knows how to consult TACT

10 Does he/she knows about Valuation charge, minimum charges, procedure of rate and change, general cargo rates, class rates etc.

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date______________________________ Evaluator: ____________________

____________________

Date: ____________________






D) Post Training Feedback Form for Tariff and Ticketing Intermediate Course Form # MKT/T&D/R/004



S.No. Tariff and Ticketing Intermediate

Course Options


1 Does he/she knows about PTA rules

2 Does he/she know difference between types of fare like OW, RT, CT, OJ

3 Does he/she know computation of fares? Application of routing/application of mileage system.

4 Can he/she knows about single add-on amount, single add-on mileage

5 Can he/she define mileage principle? and limitation on mileage system side-trip.

6 Can he/she differ among limitation on indirect travel worldwide and additional limitation by area.

7 Higher intermediate point, higher intermediate fare practice and ticketing.

9 Can he/she do backhaul check

10 Does he/she understand mixed class fares principle and application

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________






E) Post Training Feedback Form for Tariff and Ticketing Advance Course Form # MKT/T&D/R/005



S.No. Tariff and Ticketing Advance Course Options


1 IATA areas/ world wide tariff terms/definitions global indicators

2 Principle of mileage systems

3 Extra mile surcharge, extra mile allowance, lowest combination principle

4 Limitation on indirect travel

5 Principle and application single/double add-on amount

6 Round trip/circle trip surface transportation

7 Limitation on mileage system side trip and stopover regulations & Mixed class fare

8 One way side trip, round trip side trip

9 Directional minimum check (DMC) competitive fares

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________






F) Post Training Feedback Form for Tariff and Ticketing Basic course Form # MKT/T&D/R/006



S.No. Tariff and Ticketing Basic Course Options


1 He/she knows about the aviation regulatory bodies like six freedom of air and traffic conference area etc.

2 He/she has clear understanding of city, country, currency codes

3 He/she understands time difference phenomenon, circulation of flying hours

4 He/she can calculate domestic fares and discount on domestic fares e.g. children, student, blind passenger, and tournament.

5 He/she has knowledge of Airline revenue document like TKT, PIA, MCO, and EBT.

6 He/she is skilled on issuance of ticket (on cash, credit cards) cancellation charge MCO, PIA etc.

7 He/she can consult PAT Rules/Fare book Published/Unpublished Fares

8 He/she understands Mileage principle, add-on amount

9 He/she can calculate extra mileage surcharge/allowance

10 Me/she can handle mixed class travel fares

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________






G) Post Training Feedback Form Customer Care Workshop Form # MKT/T&D/R/007



S.No. Customer Care Workshop Options


1 Does he/she know who is a customer

2 Can he/she define what is customer service

3 Can he/she relate to customers expectations

4 Can he/she display positive listening skills

5 Can he/she display how to respond to customers

6 Can he/she define what is team work

7 Can he/she positively handle customer complaints

8 Can he/she anticipate customer needs

9 Can he/she portray inspiring nature towards customer

10 Does he/she know essential needs and art of grooming

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________






H) Post Training Feedback Form for Marketing Orientation Course Form # MKT/T&D/R/008



S.No. Marketing Orientation Options


1 Does he/she know about ICAO/IATA

2 Does he/she know about time conversion/flying time calculation

3 Does he/she understands domestic fares / Discounts

4 Can he/she consult PAT rules?

5 Does he/se know difference between published and unpublished fares

6 Does hw/she know what are add on rates

7 Does he/she know about mileage system and excess mileage surcharge and extra mileage allowance

8 Higher intermediate permit

9 Does he/she has some knowledge of DGR/LAR/Perishable goods regulation

10 Can he/she define RES/TKTG/ASR/E-ticketing

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________






I) Post Training Feedback Form for Selling Dynamics Course Form # MKT/T&D/R/009



S.No. Selling Dynamics Options


1 Can he/she define what is selling.

2 Can he/she define needs, wants and demands?

3 Can he/she relate to role of sales representatives

4 Can he/she know what customer loyalty is?

5 Can he/she Knows Customer Satisfaction?

6 Can he/she define function of a sales person?

7 What is the Psychology of selling, Why People buy?

8 Can he/she differentiate between organization benefits, business benefits and personal benefits

9 He can/she demonstrate how to locate potential buyers

10 What are the selling ethics?

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date__________

Evaluator: ____________________

____________________

Date: ____________________






J) Post Training Feedback Form for Reservation/Ticketing/ASR Course Form # /MKT/T&D/R/010



S.No. Reservation/Ticketing/ASR Options


1 He/she understands different commands to display focus, displaying commands with action key codes

2 He/she knows difference in schedule display, availability display

3 He/she has clear understanding about selling segments, direct/short selling and selling on connecting flights

4 He/she can correctly enter local / domestic / international contact numbers

5 He/she can enter frequent flyer number

6 He /she knows how to end PNR (corporate/infant/open date)

7 He/she can clearly enter passport details

8 He/she can check price and display/delete/store with segment select

9 He/she understands how to open and fill mask in order

10 He/she can handle multiple forms of payments (cash, cards etc)

11 He/she understands different ticketing and e-ticketing commands

12 He/she assemble agent sales report and summary

Comments: _______________________________________________________________ ___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________






K) In-House Performance Form

Rev #: 02

July 01, 2011

R

R






L) Examination Grading Sheet

Rev #: 02

July 01, 2011

R

R






M) Course Attendance Record (computerized)

Rev #: 02

July 01, 2011

R

R






M) Course Attendance Record

Rev #: 02

July 01, 2011

R

R






N) Post Training Feedback Form for Perishable Cargo Form # MKT/T&D/R/015


Participant Name: _______________ P.No: ________ Designation: _______________

S. No. Training for Perishable Cargo Options

A: Yes B: No C: Somewhat

1 Does he/she know the definition of Perishable Cargo?

2 Does he/she know about the packing requirement of perishable Cargo?

3 Does he/she know about the Indemnity bond?

4 Does he/she know about the documentation required?

5 Does he/she aware about the Handling Requirements of Perishable Cargo?

Comments: _______________________________________________________________ _________________________________________________________________________ Date of the Course _____________ .

Evaluator: ____________________

____________________

Date: ____________________






O) Post Training Feedback Form for Marketing Orientation Course Form # MKT/T&D/R/16



S. No. Marketing Orientation Course Options


1

2

3

4

5

6

7

8

9

Comments: _______________________________________________________________ _________________________________________________________________________

Course Date______________________________

Evaluator: ____________________ ____________________

Date: ____________________






P) Post Training Feedback Form for ULD/Pallet Building & Loading Course Form # MKT/T&D/R/17



S. No. Loading/ Unloading Awareness Options


1 Does He aware of airside/Landside safety.

2 Does He aware of loading/unloading of Air crafts.

3 Does He aware of Loading areas

4 Does He aware of ULD configuration

5 Does He aware of Floor Strength of A/C

Comments: _______________________________________________________________ _________________________________________________________________________

Course Date______________________________

Evaluator: ____________________ ____________________

Date: ____________________






Q) Post Training Feedback Form for Safety of Cargo on Board Course

Form # MKT/T&D/R/18 To gauge the effectiveness of our training efforts we need feedback from you. Your comments will help us in further improving our training program. Please take a few minutes to tick the appropriate response option.


Comments: _______________________________________________________________ _________________________________________________________________________

Course Date______________________________

Evaluator: ____________________ ____________________

Date: ____________________

S. No. ULD Orientation/ULD Building. Options


1 Can He Identify ULD from identification numbers

2 Does He knows about A/C limitations

3 Does He knows about cargo securing in ULDS

4 Does He knows about the strength of different wabs.

5 Does He knows about Shoring concept.

6 Does He knows about the loading of different Cargos.

7 Does He knows about the damage ULDS






R) Post Training Feedback Form for Cargo Sales Basic Refresher Course

Form # MKT/T&D/R/19 To gauge the effectiveness of our training efforts we need feedback from you. Your comments will help us in further improving our training program. Please take a few minutes to tick the appropriate response option.


S. No. Cargo Sales Basic Refresher Options


1 He / She understands procedures for Space Control, Cargo and Mail Acceptance and Warehousing.

2 He / She understands procedures for handling of Valuables / Perishables and Human Remains.

3 He / She knows about Air Cargo Safety, Air Cargo Security

4 Does he / she knows about assistance and regulations from the law enforcement authorities.

5 Does he / she has the knowledge of Airway Bill.

6 Does he / she knows about the soundness of ULDs.

7 Does he / she knows the Air Cargo Tariff International / Domestic.

8 Does he / she knows about the human factors involvement in Cargo.

Comments: _______________________________________________________________ _________________________________________________________________________

Course Date______________________________ Evaluator: ____________________

____________________

Date: ____________________






S) Post Training Feedback Form for Cargo Sales Advance Course Form # MKT/T&D/R/20



S. No. Cargo Sales Advance Options


1 He understands procedures for Space Control, Cargo and Mail Acceptance and Warehousing.

2 He understands procedures for handling of Valuables / Perishables and Human Remains.

3 He knows about Air Cargo Safety, Air Cargo Security

4 Does he knows about the booking and handling of special cargos

5 Does he capable of independently execute an Airway Bill.

6 Does he know about the soundness of ULDs.

7 Does he knows the Air Cargo Tariff International Advance Level.

8 Do he / she know about the human factors involvement in Cargo?

9 Is He capable booking Mixed consignment?

10 Does he know about the rights and obligation of shipper and carrier?

Comments: _______________________________________________________________ _________________________________________________________________________

Evaluator: ____________________

____________________

Date: ____________________






T) Post Training Feedback Form for CASS Form # MKT/T&D/R/21



S. No. Training for CASS Options


1 Does he/she generate the CASS report on every fortnight?

2 Does he/she generate the CASS report independently or need help of the colleagues?

3 Does he/she guide and help his/her colleagues in generating the CASS Report?

4 Does he/she enter the pricing information every day or at the end of fortnight?

5 Does the CASS report generated by him/her need to be rectified more than often?

6 Are the agents satisfied with him/her regarding the CASS?

7 Are all agents within his/her territory on CASS?

8 Has he/she delegated the CASS Report generating task to the new colleagues?

Comments: _______________________________________________________________ _________________________________________________________________________

Date of the course_____________________________________________

Evaluator: ____________________

____________________

Date: ____________________






U) Post Training Feedback Form for Cargo Spot Form # MKT/T&D/R/22

S. No. Training For Cargo Spot Options


1 Does he/she Know how to make a booking in Cargo Spot?

2 Does he/she Know how to make a new entry in Cargo Spot?

3 Can he/she run Cargo Spot without any trouble?

4 Is he/she confident about searching an AWB from Cargo Spot?

5 Does he/she take additional time when doing something new in Cargo Spot?

6 Is his/her over-all efficiency and productivity has improved since he/she attended the training?

7 Does he/she help his/her colleagues in using the new system?

Comments: _______________________________________________________________ _________________________________________________________________________

Date of the Course___________________________________

Evaluator: ____________________ ____________________

Date: ____________________






V) Post Training Feedback Form Revenue Management Form # MKT/T&D/R/23



S. No. Training for Revenue Management Options


1 Does he/she able to define Revenue Management?

2 Does he/she knows about the yield Management?

3 Does he/she define the Integrated Marketing Communication?

4 Does he/she know about Space demand based rates?

5 Does they know about Product development?

Comments: _______________________________________________________________ _________________________________________________________________________ Date of the Course _____________ .

Evaluator: ____________________

____________________

Date: ____________________