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  1. AHM 804 IATA SYSTEM SLA SENSITIZATION 11th February 2010 JACKSON OJANGOLE Quality Officer – ENHAS +256 712 72 87 65

  2. OVERVIEW • Definition: The AHM 804 IATA system for performance measurements of service delivery standards is a system designed for handling company which measures performance against the agreed standard at the point of delivery. • Scope: The handling company and the carrier jointly agree which activities are to be measured and the standards that are to be achieved.

  3. Overview • Purpose: It is designed to guide the handling company staff as they perform their duties. • The parties have concrete description of mutually agreed definition of an achievable performance level instead of having to rely on their subjective opinion of what constitutes good or bad or indifferent service.

  4. Overview • Applicability: The performance by both parties and the delivery level are measured and recorded. The operational records with their accurate measurements can now be compared with the MOU to determine whether the performance expectations have been met and where remedial action may be required

  5. Service level agreement (SLA) • Definition: The key word is agreement, the two parties agree for SLA to be effective. It must contain achievable service standards. • SLA is based on local circumstances and infrastructure for example the airline may want first class baggage delivered 10'after ATA but due to local factors it may not be possible. Therefore the airline should not borrow standards from other airports.

  6. Specimen • SERVICE LEVEL AGREEMENT (SLA) • This SLA is made between the representatives of ……………………………..(the Carrier) and ……………………… (the Service Provider) at the location ……………………………………..concerning Service Delivery Standards for the ground handling services contracted between the two parties.

  7. Specimen • The Service Delivery Standards outlined below are subject to the Carrier operating on schedule(+/-……..minutes) and the factors being with in the control of the Service provider. Reasonableness will be applied in the application of the standards.

  8. Specimen • At all times the delivery of Service Delivery Standards shall not compromise safety procedures. • (The service elements outlined below can be extended/ reduced or added to as agreed between the parties) • Where standards differ according to aircraft type operated- each standard shall be specified.

  9. Specimen • SAFETY Target % Handling Company to perform 1 (number of) airside safety performance audit(s) per month period). 100 • (Refer to AHM 612 items to be agreed between the Carrier and Handling Company). • GENERAL On time performance relating to activities controlled by the service provider. 98 • (AHM 011) Declared minimum ground times (blocks to blocks) to be agreed for calculation of ETD for • delayed operations (AHM 074) 98 Mishandled baggage, maximum 2 per 1000 98 Mishandled travel documents, maximum 3 per 1000 100 • Mishandled cargo, maximum ZERO per 1000 shipments 100

  10. Specimen • PASSENGER HANDLING • Check In Check in to be open 3 hrs prior to STD with correct signage 98 Hand baggage control 2 pcs C class, 1pc Y class 100 Queue time Queuing time at the Business Class Counter to be not more than 4 minutes 97 Queuing time at the Economy Class Counter to be not more than 5 minutes 97

  11. Specimen • Gate Functions Gate open/manned 60 minutes prior to ETD 98 Boarding commencement 30 minutes prior to ETD 98 Boarding/delay announcements to be made as per Carrier’s procedures 100 Passengers not to wait longer than 10 minutes in the bus before departure to aircraft 98 • Arrival Aircraft to be met by ENHAS welcome Team when doors open 100 Lost and found staff to be available before passengers arrive 100

  12. Specimen • RAMP HANDLING • Baggage Handling • Arrival 1st bag to be delivered by 7 minutes after on blocks 97 Last bag to be delivered 25 minutes after on blocks 97 Premium bags to be delivered first in all circumstances 100 Make transfer baggage available to the accepting Carrier 60 minutes after on block 98

  13. Specimen • Departure • Baggage segregation as per agreement with Carrier 100 • Cleaning • Cleaning to be completed 30 minutes before ETD 98

  14. Ramp • Arrival • Appropriate Ground Support Equipment to be available at parking position at 15 minutes • before on blocks 98 • Chocks to be positioned upon standstill 100 • Passenger disembarkation to commence within 2 minutes after ATA 98 • Cargo to be delivered to cargo warehouse by 30 minutes after ATA 98 • Mail and documents to be delivered to Mail facility by 30 minutes after on blocks 98

  15. Specimen • Departure • Mail to be delivered to aircraft side by 30 minutes before ETD 98 • Push back equipment to be available 15 minutes prior to ETD 98 • LOAD CONTROL AND OPERATIONS • Load sheet and NOTOC to be delivered by 15 minutes prior ETD 98 • Pre flight documentation to be delivered to the aircraft by 15 minutes prior ETD 97 • Messages(e.g. LDM) to be sent by ATD +10 minutes 100

  16. CARGO/ Mail • Import • Cargo documentation to be available to consignee or agent 2 hrs after on blocks 97 • Transfer cargo to be available 30 minutes after on blocks 97 • Transit cargo to be delivered/ handed over 40 minutes after on blocks 97 • Transfer mail to be available 30 minutes after on blocks 97 • Cargo available for collection 2 hrs after on blocks 95 • Message, issue of IRP’ s 2 hrs after on blocks 100

  17. Specimen • Export • Cargo acceptance waiting time landside to be no more than 2 hrs 95 • Flight close out ULD Cargo 4 hrs prior to STD 95 • Flight Close out bulk cargo 3hrs prior to STD 95 • Preliminary load information and NOTOC available to Load Control 2hrs prior to STD 95 • Cargo/mail and documents available to aircraft side 60 minutes prior to STD 95

  18. Specimen • ADDITIONAL ITEMS • Security • Surveillance of aircraft 100 • Search and identification of all persons boarding aircraft before embarkation 100 • Screening of Cargo and / or mail 100 • Screening of transfer and mishandled baggage 100 • Identification and reconciliation of PAX with Bags 100

  19. Specimen • Date------------------------------ Representative of the Service Provider • Date------------------------------- Representative of the Carrier

  20. Why should we have a services level agreement when we have a ground handling agreement? • The GHA outlines what services are to be provided and SLA shows how they will be provided.

  21. Performance measurements • Both parties have agreed on; • What is to be measured? • How it is to be measured? • How will the measurement be used?

  22. SLA STRONG POINTS • What services are to be provided? • Effective SLA requires communication. • The airline representative and the handling company (staff know what to expect from each other).

  23. Strong points • Continuous improvement is every one's goal. • Results need to be communicated not only to the managers of both parties but to the employees. • The results should be presented in way that everyone understands

  24. Strong points • SLA is built on communication such that everyone is supposed to record and communicate what went wrong and for the purpose of improvement to ensure compliance (feed-back system) • The observation made and a list of findings with supportive evidence

  25. Strong points • Only facts as observed can be used to demonstrate a failure. • After the meeting recommendations and actions with time target for completion are made.

  26. Strong points • Each department has a checklist that covers all the aspects. The checklist is completed when covering a specific flight however completing a checklist is not enough but also finding the root cause of non-compliance and identifying the area of failure in question in depth

  27. Strong points • The representatives of both parties should meet regularly to review the results and if the measurement has continuously failed then it should be changed. On top of all this effective SLA requires communication.

  28. What is this communication? Output • Recording of the failed standards is important. • Communicating results in an understandable manner to everybody. • Communicating the actions agreed upon to every staff after the review of results.

  29. Cont’d • The outstanding benefit of SLA is that the staff of ENHAS know what the customer expects from them. • SLA removes the chances of handling depending on what shift is on duty and improves consistency.

  30. Cont’d • Remember that there are a lot of humans involved in delivering of the service, achieving 100% is always not possible. • Staff should be kept instructed and eager to check their performance and improvement.

  31. Incentive and penalty • These are not catered for as it may create pressure on staff. • Monitoring SLA as quality system. • The quality system must include a quality assurance programme that contains procedures designed to verify all operations. • The checklist of the agreed standards. • Monitoring should show compliance and adequacy and should have a feedback system.

  32. HOW TO RECORD. • Get a copy of the checklist, for convenience you can make a photocopy and change the standards into local time. This is part of the flight preparations and it helps you to plan effectively for the flight. • Use a checklist throughout the flight and tick whichever activity you finish in its time limit, if you exceed the time, put a cross under NO and a reason aside to remind you when recording in the book.

  33. Recording • After the flight, as part of your post flight activity record in the book the standards you failed to meet. • Don’t fear to put the right reason even if you are the cause, there is no penalty but it's for your improvement. • Always remember you can do better.

  34. Recording • The cut-off time for fish is STD-5hrs. • The flight departure is 1555 hrs, this means that the cut-off time is 1055hrs. • If the shipper comes in at 1200hrs and cargo is accepted, it means you failed the standard and it should be recorded thus;

  35. Actions • The results will be compiled by the Quality Officer at the end of the month and reviewed. Actions will be raised for the improvement and feedback given to the departments. • There is always no penalty remember for the failed standard.

  36. Certification