KLIA v.02 presentation aznan

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Information about KLIA v.02 presentation aznan

Published on January 15, 2009

Author: AiDY

Source: slideshare.net

Description

KLIA v.02 presentation aznan

 

TERMINAL SERVICES DIVISION INTRODUCTION TO TERMINAL SERVICES DIVISION

INTRODUCTION

TO

TERMINAL SERVICES DIVISION

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 DIVISION

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 DIVISION

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.

APPROACH RUNWAY TAXIWAY APRON GATE PIER ARRIVAL CONCOURSE BAGGAGE CLAIM DEPARTURE PARKING ROADS OTHER GROUND TRANSPORT ROADS PARKING PUBLIC AREAS PUBLIC AREAS RUNWAY TAXIWAY APRON GATE PIER DEPARTURE CONCOURSE PAX AREA PROCESSING AIRCRAFT PROCESSING OPERATIONAL PROCESSES TOS

Terminal Organization Structure

Terminal Operation Division Roles and Responsibilities TERMINAL SERVICES DIVISION

AREA 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

Role 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 DIVISION

Role 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.

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 DIVISION

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 DIVISION

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

B. During Emergency To 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 DIVISION

B. During Emergency

To 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 SERVICE LEVEL STANDARD: 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 DIVISION

TERMINAL SERVICE LEVEL STANDARD:

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 SERVICE LEVEL STANDARD: 2. VVIP :- To Provide fast and efficient services :- Hassle Free Environment COMPLAINT :- Respond to verbal and written complaint related to Terminal Services ASAP. CLEANLINESS – Toilet :- No Smell and ready to use :- Clean and convenience at all time. TERMINAL SERVICES DIVISION

TERMINAL SERVICE LEVEL STANDARD:

2. VVIP

:- To Provide fast and efficient services

:- Hassle Free Environment

COMPLAINT

:- Respond to verbal and written complaint related to Terminal

Services ASAP.

CLEANLINESS – Toilet

:- No Smell and ready to use

:- Clean and convenience at all time.

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 DIVISION

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 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 DIVISION

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)

STANDARD OPERATING PROCEDURES (SOP) 1. INSPECTION :- Routine Inspection : - Inspection Based on Report :- Inspection prior to event TERMINAL SERVICES DIVISION

TERMINAL SERVICES DIVISION 2. HANDLING VVIP :- Normal/ Immediate Booking :- Private Booking :- VVIP’s Arrival/ Departure at Terminal :- VVIP’s Arrival/ Departure at Bunga Raya Complex/Red Carpet

2. HANDLING VVIP

:- Normal/ Immediate Booking

:- Private Booking

:- VVIP’s Arrival/ Departure at Terminal

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

STANDARD OPERATING PROCEDURES (SOP) 3. CUSTOMER SATISFACTION & IMPROVEMENT :- Handling passengers at Information Counter :- Handling Complaint :- Handling Complaint at Information Counter :- Public Announcement :- Operation of PABX TERMINAL SERVICES DIVISION

STANDARD OPERATING PROCEDURES (SOP) Cont.. 4. INCIDENT & ACCIDENT :- First Aid, Major injury and fatal Accident at Terminal :- Handling Dead Body :- Transporting Invalids 5. FALLBACK PROCEDURE :- TAMS failure :- TTS Failure :- Lost of Electrical Power Supply :- Lost of Water Supply 6. SCHEDULE MAINTENANCE 7. WORK PERMIT 8. TRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIO 9. AD HOC FLIGHT 10. DIVERSION FLIGHT 11. PURCHASING AND SUPPLIER CONTROL TERMINAL SERVICES DIVISION

STANDARD PEOPLE PRACTICES (SPP) Wishing Passengers, Public and MAB Staff Answering Telephone calls Handling Passengers/ Public at Information Counter Handling Difficult Passengers/ Public Approach passenger TERMINAL SERVICES DIVISION

STANDARD PEOPLE PRACTICES (SPP)

Wishing Passengers, Public and MAB

Staff

Answering Telephone calls

Handling Passengers/ Public at

Information Counter

Handling Difficult Passengers/ Public

Approach passenger

CONCLUSION 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 DIVISION

CONCLUSION

Hassle free Environment

Facilities that are user-friendly

Services that are prompt, courteous and

efficient

Product that are high quality and

reasonably price

Thank you End of Presentation

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