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