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LEARNING & DEVELOPMENT MANAGEMENT LEARNING & DEVELOPMENT MANAGEMENT
“ BASIC AIRPORTS OPERATIONS COURSE ”“ BASIC AIRPORTS OPERATIONS COURSE ”OVERVIEW ON AIRPORT OPERATION OVERVIEW ON AIRPORT OPERATION
Vision:
“To provide world class
airport
services
to all our customers”
Vision:
“To provide world class
airport
services
to all our customers”
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Malaysia Airports Holdings Berhad (487092-W)
OVERVIEW ON AIRPORT OVERVIEW ON AIRPORT OPERATION DIVISIONOPERATION DIVISION
BASIC AIRPORT OPERATION BASIC AIRPORT OPERATION COURSECOURSE
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Malaysia Airports Holdings Berhad (487092-W)
OBJEKTIVEOBJEKTIVE
1.1. To analyze the role of Airport Operations DivisionTo analyze the role of Airport Operations Division
2.2. To discuss on AETRA BenchmarkingTo discuss on AETRA Benchmarking
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Malaysia Airports Holdings Berhad (487092-W)
• Airport Operation Division Consists:Airport Operation Division Consists:
• AIRPORT OPERATION CENTREAIRPORT OPERATION CENTRE
• TERMINAL OPERATION SERVICESTERMINAL OPERATION SERVICES
• FLIGHT OPERATION CENTREFLIGHT OPERATION CENTRE
• LANDSIDE OPERATIONSLANDSIDE OPERATIONS
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
HJ DAUD HOSNANHJ DAUD HOSNAN
GENERAL MANAGERGENERAL MANAGER
MALAYSIA AIRPORT ( SEPANG )MALAYSIA AIRPORT ( SEPANG )
PN ZANITA ZAKARIAPN ZANITA ZAKARIA
SENIOR MANAGERSENIOR MANAGER
HEAD OF OPERATIONHEAD OF OPERATION
MOHD FAUZI MOHD FAUZI AHMADAHMAD
AOC MANAGERAOC MANAGER
BAHARUDDIN BAHARUDDIN ATAN ATAN
TERMINAL TERMINAL MANAGERMANAGER
BAHARUDDIN BAHARUDDIN ATANATAN
FOC MANAGERFOC MANAGER
CHENG LI CHENG LI PERNG PERNG
JAMALULDDINJAMALULDDIN
AIRSIDE OPS AIRSIDE OPS MANAGERMANAGER
MOHD ARIFF MOHD ARIFF JAAFARJAAFAR
LANDSIDE LANDSIDE MANAGERMANAGER
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Malaysia Airports Holdings Berhad (487092-W)
The OBJECTIVE OF AIRPORT OPERATIONS DIVISION
• To focus on improving the quality of services provided by KLIA
• To provide safe efficient and economical operation service to our entire customers
• To Comply with Civil Aviation Act 1996 and ICAO standards
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
THE ROLES OF AIRPORT OPERATIONS DIVISION
• To ensure all operation facilities at KLIA are serviceable at all time
• To update and enhance SOPs
• To manage crisis efficiently
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION
• AIRPORT OPERATION CENTRE ( AOC )
The Centre to monitor, co-ordinate and direct airport operations Strategic viewpoint of all airport actives
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION• ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISION AIRPORT OPERATIONS DIVISION
• AIRPORT OPERATION CENTRE ( AOC ) ( COUN’T)AIRPORT OPERATION CENTRE ( AOC ) ( COUN’T)
Fully co-ordinate operating procedures Fully co-ordinate operating procedures with with Airside, Terminal and Landside Airside, Terminal and Landside divisiondivision
Promotes safe and efficient airport Promotes safe and efficient airport operationsoperations
To interface with various departments To interface with various departments and and agencies operating in the airportagencies operating in the airport
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• TERMINAL OPERATION SERVICESTERMINAL OPERATION SERVICES
Manage the Main Terminal Building, Satellite Building, Manage the Main Terminal Building, Satellite Building, Contact Pier, and Bunga Raya ComplexContact Pier, and Bunga Raya Complex
Provide operational services to passengers, airport Provide operational services to passengers, airport users, airline operators, concessionaires, government users, airline operators, concessionaires, government agencies as well as to other relayed agencies.agencies as well as to other relayed agencies.
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• TERMINAL OPERATION SERVICES ( Cont…)TERMINAL OPERATION SERVICES ( Cont…)
To manage and work closely with PR Division in handling To manage and work closely with PR Division in handling complaints complaints from customers, airport users and passengers.from customers, airport users and passengers.
To ensure the terminal area are clean and efficient for the comfort To ensure the terminal area are clean and efficient for the comfort and and convenience of the passengers.convenience of the passengers.
To ensure that the VVIP/VIP are properly taken care of and ensure To ensure that the VVIP/VIP are properly taken care of and ensure safe, safe, smooth and expeditious passage while at the airportsmooth and expeditious passage while at the airport
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• FLIGHT OPERATION CENTREFLIGHT OPERATION CENTRE
Daily Gate PlanningDaily Gate Planning
Real Time Gate ManagementReal Time Gate Management
Flight Information Management ( FIDS )Flight Information Management ( FIDS )
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• ROLE AND RESPONSIBILITY OF EACH UNIT ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISIONIN AIRPORT OPERATIONS DIVISION
• FLIGHT OPERATION CENTRE ( Cont..)FLIGHT OPERATION CENTRE ( Cont..)
Slot Co-ordination with MASSlot Co-ordination with MAS
Daily Check-In Counter AllocationDaily Check-In Counter Allocation
Real Time Check in Counter Real Time Check in Counter ManagementManagement
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• AIRSIDE OPERATIONAIRSIDE OPERATION
Airfield Safety UnitAirfield Safety Unit
Licensing and Enforcement UnitLicensing and Enforcement Unit
Bird Control and EnvironmentBird Control and Environment
Space Planning and LogisticsSpace Planning and Logistics
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Malaysia Airports Holdings Berhad (487092-W)
ROLE AND RESPONSIBILITY OF EACH UNIT IN ROLE AND RESPONSIBILITY OF EACH UNIT IN AIRPORT AIRPORT OPERATIONS DIVISIONOPERATIONS DIVISION
• LANDSIDE OPERATIONLANDSIDE OPERATION
To ensure the efficiency and safety of the landside To ensure the efficiency and safety of the landside activitiesactivities
To coordinate with internal and external parties on To coordinate with internal and external parties on accidents, accidents, vandalism, road damage, etcvandalism, road damage, etc
To formulate and update procedures and policiesTo formulate and update procedures and policies
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
PUBLIC TRANSPORT
• Access Management
• Curbside Management
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
AETRA BENCHMARKING SURVEY
The International Air Transport Of Association ( IATA) Global Airport Monitoring Customer Satisfaction Benchmarking Program was developed to provide “valuable information for marketing and tracking data”.
Each participant airport can compare their service level with other airports around the world, and explore passengers’ today experience for improvement purposes
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• Survey Methodology:Survey Methodology:
The airport survey is conducted by distributing The airport survey is conducted by distributing questionnaires to passengers at the gate lounges prior to questionnaires to passengers at the gate lounges prior to their departure. their departure.
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• AETRA BENCHMARKING SURVEYAETRA BENCHMARKING SURVEY
• passengers satisfaction survey is conducted on passengers satisfaction survey is conducted on the airport services and facilitiesthe airport services and facilities
Type of service element:Type of service element:
1.1. Airport Services ElementAirport Services Element
2.2. Airline Services ElementAirline Services Element
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• AIRPORT SERVICES ELEMENT:AIRPORT SERVICES ELEMENT:
Overall satisfaction with the airportOverall satisfaction with the airport
Ease in finding ways through the airport/signpostingEase in finding ways through the airport/signposting
Flight Information ScreensFlight Information Screens
Ease of making connections to other flightsEase of making connections to other flights
Availability of baggage CartsAvailability of baggage Carts
Helpfulness and courtesy of the airport staffHelpfulness and courtesy of the airport staff
Restaurant / Eating FacilitiesRestaurant / Eating Facilities
Shopping Facilities…………..( cont…Shopping Facilities…………..( cont…
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• AIRPORT SERVICES ELEMENT:AIRPORT SERVICES ELEMENT:
CleanlinessCleanliness
Airport ComfortAirport Comfort
Security InspectionSecurity Inspection
Parking FacilitiesParking Facilities
Ground TransportationGround Transportation
Ambience Of The AirportAmbience Of The Airport
Business FacilitiesBusiness Facilities
Speed of baggage handlingSpeed of baggage handling
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• AIRLINE SERVICES ELEMENT:AIRLINE SERVICES ELEMENT:
Waiting Time in Check-In Queue/LineWaiting Time in Check-In Queue/Line
Efficiency Of Check-in StaffEfficiency Of Check-in Staff
Courtesy / Helpfulness of Check-In StaffCourtesy / Helpfulness of Check-In Staff
Business Executive LoungesBusiness Executive Lounges
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Malaysia Airports Holdings Berhad (487092-W)
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
• KLIA Achievement in The Year of 1999:KLIA Achievement in The Year of 1999:
For the year 1999,KLIA obtained these status in the World Ranking for For the year 1999,KLIA obtained these status in the World Ranking for Airport between 15 to 25 mppa:Airport between 15 to 25 mppa:
No. 4 for Overall Passenger satisfactionNo. 4 for Overall Passenger satisfaction
No. 3 for Overall Business Passenger SatisfactionNo. 3 for Overall Business Passenger Satisfaction
No. 5 for Overall Leisure passenger SatisfactionNo. 5 for Overall Leisure passenger Satisfaction
For all airport categories, KLIA was ranked 6For all airport categories, KLIA was ranked 6thth Best Airport Best Airport
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Malaysia Airports Holdings Berhad (487092-W)
KLIA Achievement In The Year 2003:-
1. KLIA voted best emerging airport in Asia in the category for handling less than 500,000 tonnes of cargo
2. KLIA top five airports in the world in terms of overall passengers satisfaction is a survey by AITA, after
Dubai, SIN, Hong Kong and Copenhagen Airport
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
KLIA Achievement In the Year 2003:-
3. KLIA is among the top ten airport in the 2003 Airport Of The Year survey done by Skytrax Research,
4. KLIA 3rd in the world for the 15-25 mppa category in Airport World Global Services Excellence Award
5. KLIA 2nd 15-25 mppa category for Middle East/Asia Pacific Region in The Airport World Global Service Excellence Award.
AIRPORT OPERATIONS DIVISIONAIRPORT OPERATIONS DIVISION
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Malaysia Airports Holdings Berhad (487092-W)
As a conclusion, you should now understand the roles and functions of the airport Operations Division and how the airport measures its services and facilities for improvements and future developments,
Just remember, our vision,
PROVIDE WORLD CLASS SERVICES
TO ALL OUR CUSTOMERS!
CONCLUSIONCONCLUSION
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Malaysia Airports Holdings Berhad (487092-W)
-End of presentation-
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Malaysia Airports Holdings Berhad (487092-W) Thank youThank you
End of End of PresentationPresentation
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