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AHM 804 IATA SYSTEM

SLA SENSITIZATION

11th February 2010

JACKSON OJANGOLE

Quality Officer ENHAS

+256 712 72 87 65

quality@enhas.com

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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 thestandards that are to be achieved.

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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 whatconstitutes good or bad or indifferent service.

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Overview

Applicability: The performance by both

parties and the delivery level are measuredand recorded. The operational records with

their accurate measurements can now be

compared with the MOU to determine

whether the performance expectations havebeen met and where remedial action may be

required

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Service level agreement (SLA)

Definition: The key word is agreement, thetwo parties agree for SLA to be effective. Itmust contain achievable service standards.

SLA is based on local circumstances andinfrastructure for example the airline maywant first class baggage delivered 10'after

ATA but due to local factors it may not bepossible. Therefore the airline should notborrow standards from other airports.

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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.

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Specimen

The Service Delivery Standards outlined

below are subject to the Carrier operating onschedule(+/-..minutes) and the factors

being with in the control of the Service

provider. Reasonableness will be applied in

the application of the standards.

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Specimen

At all times the delivery of Service

Delivery Standards shall not compromisesafety 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.

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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).

GENERALOn 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 100098

Mishandled travel documents, maximum 3 per 1000100

Mishandled cargo, maximum ZERO per 1000 shipments100

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Specimen

PASSENGER HANDLING

Check InCheck 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 minutes97

Queuing time at the Economy Class Counter to be not more than 5 minutes

97

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Specimen

Gate FunctionsGate open/manned 60 minutes prior to ETD

98

Boarding commencement 30 minutes prior to ETD98

Boarding/delay announcements to be made as per Carriersprocedures 100

Passengers not to wait longer than 10 minutes in the bus beforedeparture to aircraft 98

ArrivalAircraft to be met by ENHAS welcome Team when doors open

100

Lost and found staff to be available before passengers arrive100

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Specimen

RAMP HANDLING

Baggage Handling

Arrival1st bag to be delivered by 7 minutes after on blocks

97

Last bag to be delivered 25 minutes after on blocks97

Premium bags to be delivered first in all circumstances100

Make transfer baggage available to the accepting Carrier 60minutes after on block 98

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Specimen

Departure

Baggage segregation as per agreement with Carrier100

Cleaning Cleaning to be completed 30 minutes before ETD

98

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Ramp

Arrival

Appropriate Ground Support Equipment to be available at parking

position at 15 minutes before on blocks

98

Chocks to be positioned upon standstill100

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 minutesafter on blocks 98

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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 ETD98

Pre flight documentation to be delivered to the aircraft by 15 minutesprior ETD 97

Messages(e.g. LDM) to be sent by ATD +10 minutes100

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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 blocks97

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 blocks100

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Specimen

Export

Cargo acceptance waiting time landside to be no more than 2 hrs95

Flight close out ULD Cargo 4 hrs prior to STD 95

Flight Close out bulk cargo 3hrs prior to STD95

Preliminary load information and NOTOC available to Load Control 2hrs priorto STD 95

Cargo/mail and documents available to aircraft side 60 minutes prior to STD95

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Specimen

ADDITIONAL ITEMS

Security Surveillance of aircraft100

Search and identification of all persons boarding aircraft beforeembarkation 100

Screening of Cargo and / or mail100

Screening of transfer and mishandled baggage100

Identification and reconciliation of PAX with Bags100

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Specimen

Date------------------------------

Representative of the Service Provider

Date-------------------------------

Representative of the Carrier

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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 beprovided.

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Performance measurements

Both parties have agreed on;

What is to be measured? How it is to be measured?

How will the measurement be used?

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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).

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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 thateveryone understands

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Strong points

SLA is built on communication such that

everyone is supposed to record andcommunicate what went wrong and for the

purpose of improvement to ensure

compliance (feed-back system)

The observation made and a list of findingswith supportive evidence

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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.

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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 indepth

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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.

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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.

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Contd

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.

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Contd

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.

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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.

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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 preparationsand 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 areason aside to remind you when recording in the

book.

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CHECKLIST FOR Meeting A/C & LL

Nbr. Airline : Emirates Edition : xx/xx/xxxx Standard YES NO

BT-01 Briefing with Emirates team STD-4hrs

BT-02 Flight Preparation ETA-20`

BT-03 Minimum 2 staff to meet A/C on arrival ETA -5'

BT-04 1 staff at transit counter ETA -5'

BT-05

Inform passengers in case of pre-advise of short-

shipped baggage All Times

BT-06 Transfer baggage made available ATA +45'

BT-07 Filling of PIR 12'

BT-08 All PIR in the system ATA +3hrs

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Recording

After the flight, as part of your post flight

activity record in the book the standards

you failed to meet.

Dont 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.

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Recording

The cut-off time for fish is STD-5hrs.

The flight departure is 1555 hrs, this meansthat 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;

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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.

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Certification