ICF 54 Quality Congress Presentation - EOQ · – Performance measurement and assessment...

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...