AVT1122 AIRLINES OPERATIONS AND MANAGEMENT …icmr.crru.ac.th/ด้านการเรียนการสอน/AVT1122... · -ดาเนินธุรกิจสายการบินและการขนส่ง

AVT1122 AIRLINES OPERATIONS

AND MANAGEMENT การปฏบตการและการจดการสายการบน

Sirimart Chaiwoot (ศรมาสต ไชยวฒ)

เอกสารประกอบการบรรยายรายวชา AVT1122 การปฏบตการและการจดการสายการบน

Handout of Presentation 1St Week in AVT1122 Airlines Operations and Management

How to contact Lecturer

• 1. At ICMR office daily on working time.

• 2. Facebook : Amm C. Sirimart

• 3. E-mail : [email protected]

Grade Score

A 80-100

B+ 75-79

B 70-74

C+ 65-69

C 60-64

D+ 55-59

D 50-54

F 0-49

Scores (100 points)

•1. Personal Activities (15 points)

•2. Group Activities (15 points)

•3. Midterm Examination (30 points.)

•4. Final Examination (30 points.)

•5. Class Attendants. (10 points.)

Total 100 Points

Courses Outline Chapter Topic/Activities

1 Introduction to Operation Management (ภาพรวมการจดการด าเนนการ) - Buildings inside the airport สงปลกสรางภายในทาอากาศยาน - The importance of providing the ground services ความส าคญของการใหบรการภาคพน - Information about flight schedule ขอมลเกยวกบตารางเวลาเทยวบน - Description of the great characteristic of ground service staff อธบายลกษณะงานของพนกงานทใหบรการภาคพน

2 Operational departments in Airline business (การปฏบตงานในแผนกตางๆ ของธรกจการบน) - Reservation (แผนกส ารองทนง) - Customer Services - Lost & Found - Ticket/E-Ticket (แผนกตวเครองบน) - Gate - Cargo - Check in - Cabin Craw

3 Ground Services การบรการภาคพนดน - Type of Passengers traveling on flights ประเภทของผโดยสารทเดนทางกบเทยวบนแตละประเภท - Scope of passenger service ground. ลกษณะงานของพนกงานทใหบรการผโดยสารภาคพน - The importance of Telex in the airline business ความส าคญของเทเลกซในธรกจสายการบน

4 In-Flight Passenger Services - The terms of airline service ความค าศพทของการใหบรการบนเครองบน - A great characteristic of the airline service คณลกษณะทดของพนกงานทใหบรการบนเครองบน - Job description of airline services ลกษณะงานของพนกงานทใหบรการบนเครองบน

Courses Outline Week Topic/Activities

5 The Airline catering management การจดการภายในหองโดยสาร

6 Human Resource Management in Airline Business ทรพยากรมนษยในการด าเนนงาน (รปแบบการจดองคกรและการบรหารงานขององคกร)

7 Total Quality Management การจดการคณภาพ

8 Service and Product Design การออกแบบสนคาและบรการ

9 Operational Project Management in Airline Business - ด าเนนธรกจสายการบนและการขนสง บรษท การบนไทยจ ากด (มหาชน)

10 Production and Operation Strategy กลยทธการด าเนนการ - Quality of Service คณภาพการใหบรการ - Classification of Service Airlines ชนการใหบรการของสายการบน - Prices for services ราคาการใหบรการ

Preface

Introduction to Airlines Operations and Management

• Operations Management

• Operations Management Concepts

• Differences Between Services and Goods

• Operations Management Process

• Exercises

Operations Management

• Operations management is defined as the

design, operation, and improvement of the

systems that create and deliver the

Firm/(Airline)’s primary products and services.

• The business function responsible for

planning, coordinating, and controlling the

resources needed to produce products and

services for Value Added *Operations คอการเปลยนแปลงทรพยากร เชน วตถดบ, เครองจกร, การจดการ, แรงงาน, เงนทนให เปน Outputs (สนคาและบรการ) ทมประสทธภาพ และมลคาเพม*

© Wiley 2010 9

Typical Organization Chart

Typical Organization Chart

c


• Systematic direction, control, and evaluation of the entire

range of processes that transform inputs into finished

goods or services.

• Factors - Environmental, culture, political, and market

influences

• Inputs - HR, capital, materials, land, energy, information,

customer

• Transformations - convert inputs into outputs


• Outputs - goods or services

• Customer Contact - customers actively participate in

transformation processes, self-service

• Performance Feedback - repair records, customer

comments


• Refers to the management of the production system that transforms

inputs into finished goods and services.

• Production system: the way a firm acquires inputs then converts and

disposes outputs.

• Operations managers: responsible for the transformation process from

inputs to outputs.

• Operations management seeks to increase the quality, efficiency, and

responsiveness of the firm.

• Seeks to provide a competitive advantage.

Operations Management Concepts

• Quality: goods and services that are reliable and perform correctly.

• Quality allows customers to receive the performance that they expect.

• Efficiency: the amount of input to produce a given output.

• Less input required lowers cost and waste.

• Responsiveness to customers: actions taken to respond to

customer needs.

• Firm can react quickly and correctly to customer needs as they arise.

15

Differences Between Goods and Services

• Services • Intangible product

• Product cannot be

inventoried

• High customer contact

• Short response time

• Labor intensive

• Manufacturing • Tangible product

• Product can be

inventoried

• Low customer contact

• Longer response time

• Capital intensive


Service or Good?

• “If you drop it on your foot, it won’t hurt you.” (Good or

service?)

• “Services never include goods and goods never

include services.” (True or false?)

Operations Decision Making

People Plants Parts Processes

Planning and Control

Materials &

Customers

Products &

Services

Input Output


Marketing Strategy Finance Strategy

Marketplace

Corporate Strategy

Operations Strategy

The Transformation Process (value adding)

The Operations Management process ระบบการจดการด าเนนงาน/การปฏบตการ

Inputs

-Raw Materials

-Labor

-Capital

-Other Expenses

Transformation Process

Outputs

-Goods

-Services

Feedback Information

Inputs (ปจจยน าเขา ) • Physical resources (ทรพยากรทางกายภาพ )

• Financial resources (ทรพยากรทางการเงน)

• Human resources (ทรพยากรมนษย)

• Information resources (ทรพยากรดานสารสนเทศ )

Transformation process กระบวนการแปรสภาพ •หนาทการจดการ (Management functions)

• เทคโนโลยการผลต (Technological operations)

• กจกรรมการผลต (Production activities)

Transformations

• Physical--manufacturing

• Locational--transportation

• Exchange--retailing

• Storage--warehousing

• Physiological--health care

• Informational--telecommunications

ผลผลต (Outputs) • สนคาและบรการ (goods & services)

• ก าไรและขาดทน (profits & losses)

• พฤตกรรมของบคลากร (employee behaviors)

ขอมลยอนกลบ (Feedback)

• แกไข/ปรบปรง

• ส ารวจ/ทดสอบสนคาบรการใหม

Value-Added Services

Value-added services differentiate the organization from

competitors and build relationships that bind customers to

the firm in a positive way.

• Information

•Problem Solving and Field Support

•Sales Support

Key OM Concepts

• Efficiency - Doing something at the lowest possible cost

• Effectiveness - Doing the right things to create the most value for the organization

• Value - Quality divided by price

Examples of Production Systems S y s t e m In p u t s C o n v e r s io n O u t p u t

( d e s i r e d )

H o s p i t a l P a t ie n ts

M D s , N u r s e s

M e d ic a l S u p p lie s

E q u ip m e n t

H e a l t h C a r e H e a l t h y

In d iv id u a ls

R e s t a u r a n t H u n g r y C u s to m e r s

F o o d , C h e f

S e r v e r s

A tm o s p h e r e

P r e p a r e F o o d

S e r v e F o o d

S a t is f ie d

C u s to m e rs

A u t o m o b i le

P la n t

S h e e t S te e l

E n g in e P a r t s

T o o ls , E q u ip m e n t

W o r k e rs

F a b r ic a t io n

a n d A s s e m b ly

o f C a r s

H ig h Q u a l i t y

A u to m o b ile s

U n iv e r s i t y H ig h S c h o o l G r a d s

T e a c h e r s , B o o k s

C la s s r o o m

T r a n s fe r r in g

o f K n o w le d g e

a n d S k i l ls

E d u c a te d

In d iv id u a ls

The Operations Management process

• Transformation Process is Value Added

การท าใหสนคาและบรการเพมมลคามากขน (การแปลงสภาพเปนการสรางมลคาเพม)

ประเภทการผลต Type of Product

ปจจยการผลต (Inputs)

กระบวนการแปลงสภาพ (Transformation Process)

ผลผลต (Output)

Activity 4 : Answer the question

ค าสง 1. จงระบปจจยการผลต กระบวนการแปรสภาพ และผลผลตของกจการสายการบน 2. Airline operation Vocabulary in English Direction

1. Write down the operation process of Airline Business 2. Airline operation Vocabulary in English





Handout of Presentation Week 3 in AVT1122 Airlines Operations and Management


1 Introduction to Operation Management (ภาพรวมการจดการด าเนนการ) - Airport Layout รปแบบสนามบน - The importance of providing the ground services ความส าคญของการใหบรการภาคพน - Information about flight schedule ขอมลเกยวกบตารางเวลาเทยวบน - Description of the great characteristic of ground service staff อธบายลกษณะงานของพนกงานทใหบรการภาคพน











Preface

Introduction to Airlines Operations and Management

• Introduction to Operation Management

• Airport Layout รปแบบสนามบน

• Exercises

Introduction to

Operation Management

Introduction to Operation Management (ภาพรวมการจดการด าเนนการ)

Picture 1 : Production system

Operations management (OM) is the science and art of ensuring that goods

and services are created and delivered successfully to customers.

The principles of OM help one to view a business enterprise as a total

system, in which all activities are coordinated not only vertically throughout the

organization, but also horizontally across multiple functions.

Introduction to Operation Management (ภาพรวมการจดการด าเนนการ)

What is Operations Management?

- Design, Operation, and Improvement of Productive systems

What is Operations?

- A function or system that transforms inputs into outputs of

greater value

What is a Transformation Process?

- A series of activities along a value chain extending from

supplier to customer

- Activities that do not add value are superfluous and should be eliminated

Example of “What Operations Managers Do?” • Brooke Wilson is a Process Manager for J.P.

Morgan Chase in the Credit Card Division. Among

his OM-related activities are

• Planning and budgeting –representing the plastic

card production area in all meetings, developing

annual budgets and staffing plans, and watching

technology that might affect the production of plastic credit cards.

Example of “What Operations Managers Do?”

• Inventory management – overseeing the management of

inventory for items such as plastic blank cards, inserts such

as advertisements, envelops, postage, and credit card

rules and disclosure inserts.

• Scheduling and capacity – daily to annual scheduling of

all resources (equipment, people, inventory) necessary to

issue new credit cards and reissue cards that are up for

renewal, replace old or damaged cards, and one's that are stolen.

“What Operations Managers Do?”

• Brooke Wilson is a Process Manager for J.P.

Morgan Chase in the Credit Card Division. Among

his OM-related activities are

• Quality – embossing the card with accurate

customer information and quickly getting the card

in the hands of the customer.

• Brooke was an accounting major in college.

Understanding Goods and Services

• A good is a physical product that you can see,

touch, or possibly consume. Examples of goods

include: oranges, flowers, televisions, soap,

airplanes, fish, furniture, coal, lumber, personal

computers, paper, and industrial machines.

• A durable good is a product that typically lasts at

least three years. Vehicles, dishwashers, and furniture are some examples of durable goods.


• A non-durable good is perishable and

generally lasts for less than three years.

Examples are toothpaste, software, shoes,

and fruit.

• A service is any primary or complementary

activity that does not directly produce a physical product.


• • Service management integrates marketing,

human resource, and operations functions to

plan, create, and deliver goods and services, and

their associated service encounters.

• • A service encounter is an interaction between the customer and the service provider.


A broader definition is

• Service encounters consist of one or more

moments of truth – any episodes, transactions, or

experiences in which a customer comes into

contact with any aspect of the delivery system,

however remote, and thereby has an opportunity

to form an impression.

• Here, a service encounter includes the

impression an empty parking lot has on whether

the customer goes into a facility or the interaction with other

Similarities Between Goods and Services

1. Goods and services provide value and

satisfaction to customers who purchase and

use them.

2. They both can be standardized or

customized to individual wants and needs.

3. A process creates and delivers each good

or service, and therefore, OM is a critical skill.


1. Goods are tangible while services are intangible.

2. Customers participate in many service processes,

activities, and transactions.

3. The demand for services is more difficult to predict than

the demand for goods.

4. Services cannot be stored as physical inventory.

5. Service management skills are paramount to a

successful service encounter.

6. Service facilities typically need to be in close proximity to

the customer.

7. Patents do not protect services.

Airport Layout

Airport Layout

An airport is a location where aircraft such as fixed- wing aircraft, helicopters, and blimps take off and land. Aircraft may be stored or maintained at an airport. An airport consists of at least one surface such as runway for a plane to take off and land, a helipad, or water for takeoffs and landings, and often includes buildings such as control towers, hangars and terminal buildings.

Components of An Airport Layout

1. Runway

2. Terminal Building

3. Apron

4. Taxiway

5. Aircraft Stand

6. Hanger

7. Control Tower

8. Parking

Runways

A runway is the area where an aircraft lands or takes off. It can be grass, or

packed dirt, or a hard surface such as asphalt or concrete. Runways have special

markings on them to help a pilot in the air to tell that it is a runway (and not a road) and

to help them when they are landing or taking off. Runway markings are white. Most

runways have numbers on the end. The number is the runway's compass direction. (For

example, runway numbered 36 would be pointing north or 360 degrees). Some airports

have more than one runway going in the same direction, so they add letters to the end of

the number R for right, C for center, and L for left. The other end of the runway is

pointing in the opposite direction, so it gets a different number. The runway called 36

would be called 18 (for 180 degrees) if you were looking at it from the other end.

Runways may have other markings besides the end number on them. They may have

white stripes down the middle of them, and solid white lines on the edges. The most

important thing for you to remember about a runway is that it is meant for aircraft use, so you should never drive your vehicle on it, unless you are authorized to do so.

Terminal Buildings

Terminal Buildings Also known as airport terminal, these buildings are

the spaces where passengers board or alight from flights. These buildings

house all the necessary facilities for passengers to check-in their luggage, clear

the customs and have lounges to wait before disembarking. The terminals can

house cafes, lounges and bars to serve as waiting areas for passengers. Ticket

counters, luggage check-in or transfer, security checks and customs are the

basics of all airport terminals. Large airports can have more than one terminal

that are connected to one another through link ways such as walkways, sky-

bridges or trams. Smaller airports usually have only one terminal that houses all the required facilities.

Aprons

Aircraft aprons are the areas where the aircraft park. Aprons are also

sometimes called ramps. They vary in size, from areas that may hold five or ten small

planes, to the very large areas that the major airports have. Unlike the runways or

taxiways, vehicles can use aprons. Your work may require you to drive on an apron. If

so, be very careful in these areas. Watch out for aircraft that are moving and yield the

right of way to them. Don't assume the pilot will see you and stop - he or she may be

busy with other things like radio communications or checking the aircraft instruments.

Every year there are many accidents involving vehicles and aircraft that result in

property damage, personal injury, and in some cases, death. Don't let this happen to

you! Your airport Executive Director has established rules for driving a vehicle on the

airport - get a copy and read and obey them. The rules are there for your safety as well as the safety of the aircraft pilot and passengers.

Taxiway

A taxiway is a path on an airport connecting

runways with ramps, hangars, terminals and other

facilities. They mostly have hard surface such as asphalt

or concrete, although smaller airports sometimes use

gravel or grass.

Aircraft Stand

5. Aircraft Stand A portion of an apron designated

as a taxiway and intended to provide access to aircraft

stands only.

Control Tower and Parking

• A tower at an airfield from which air traffic is controlled by radio

and observed physically and by radar.

• Parking is a specific area of airport at which vehicles park

The importance of

providing

the ground services

The importance of providing the ground services

Aircraft ground handling defines the servicing of an

aircraft while it is on the ground and (usually) parked at a

terminal gate of an airport.

The major categories of ground handling services are

described below.

1. Cabin Service

2. Catering

3. Ramp Service

4. Passenger Service

5. Field Operation

Cabin Service

The primary aim of this service offering is to ensure

passenger comfort. While cabin cleaning comprises the

bulk of the effort, it also includes tasks such as replenishing

onboard consumables (soap, tissues, toilet paper, reading materials) and washable items like pillows and blankets.

Catering

Catering includes the unloading of unused food and

drink from the aircraft, and the loading of fresh food and

drink for passengers and crew. Airline meals are typically

delivered in Airline service trolleys. Empty or trash-filled

trolley from the previous flight are replaced with fresh ones.

Meals are prepared mostly on the ground in order to

minimize the amount of preparation (apart from chilling or reheating) required in the air.

Ramp Service • Guiding the aircraft into and out of the parking position

(by way of aircraft marshalling),

• Towing with pushback tractors

• Lavatory drainage

• Water cartage (typically non-potable for lavatory sink use)

• Air conditioning (more common for smaller aircraft)

• Airstart units (for starting engines)

• Luggage handling, usually by means of beltloaders and baggage carts

• Gate checked luggage, often handled on the tarmac as passengers disembark

Air cargo handling, usually by means of cargo dollies and cargo loaders

• Catering trucks

• Refueling, which may be done with a refueling tanker truck or refueling pumper

• Ground power (so that engines need not be running to provide aircraft power on the ground)

• Passenger stairs (used instead of an aerobridge or airstairs, some budget airlines use both to improve turnaround speed)

• Wheelchair lifts, if required

• Hydraulic mules (units that provide hydraulic power to an aircraft externally) • Deicing

Passenger Service

This includes services inside the airport terminal

such as:

• Providing check-in counter services for the passengers

departing on the customer airlines.

• Providing gate arrival and departure services. The agents

are required to meet a flight on arrival as well as provide

departure services including boarding passengers and

closing the flight.

• Staffing the transfer counters, customer service counters and airline lounges.

Field Operation

This service dispatches the aircraft, maintains

communication with the rest of the airline operation at the airport and with Air Traffic Control.

Information of flight schedule

Information of flight schedule

The great characteristic of ground service staff

Seven top skills and abilities in Ground services

1. Communication: This skill means the ability of

listening, writing and speaking effectively. For Airport ground

staff position, this skill is a very critical element which

contributes for business success.

2. Planning/Organizing: Supervisor is not only to inspect

and mange work but also to make the project, estimate, scheme in

detail, deploy the plan and finish it before dead line. One

important requirement for this skill is the efficiency means that

meets the goal-setting.


3. Flexibility: This skill requires the ability of controlling

multiple assignments and tasks in which you can identify their

important level then decide which should be done first, which

should be last. You also need to adjust the tasks to suit with real

condition and assignments.

4. Interpersonal abilities: For a Airport ground staff, you

have to contact with your boss, staff, customers and others. So

the interpersonal abilities are very important. It helps you to keep

a good relationship between them and manage your time

efficiently.


5. Problem-solving: During working, there are many

problems including unexpected issues that requires the ability of

control and deal with them quickly and efficiently. It means that

being a Airport ground staff, when cope with problem, you need

to collect information, analyze situation, point out solutions and

apply them to solves perfectly in reasonable time.

6. Teamwork: Being a supervisor, to finish the work with

highest result you need to work with many group, therefore, the

ability of team-working is not an exception. So besides working

individually you also can work in group in a professional manner

to make sure that the tasks can be competed.


7. Responsibility: It is regular requirement. For position of Airport ground staff you also come to office on time, work and take responsibilities in given time.

II. Other related job skills for Airport ground staff

1. Professional/Technical technique: For any position, technical technique is one of requirements to complete the assignment in correct way and high quality. For example, if you are storekeeper, technical technique is the storing/ arrangement.

2. Soft skills: Beside your professional knowledge you need to have soft skills. These soft skills are critical in complete work individually or in group. It contributes an important role in completion common tasks.

3. Management skills: If you want to be a manger, management will help you equip necessary experience before become a higher position. Therefore, preparing and developing your management skills during working time are critical element you should remember.


















Preface

• Important Term • Reservation (แผนกส ารองทนง) • Ticket/E-Ticket (แผนกตวเครองบน) • Check in • Exercises

Reservation (แผนกส ารองทนง)

• หนาทของพนกงานแผนกส ารองทนง

• จองตวเครองบนใหแกผ โดยสาร

• พนกงานตองสอบถามเสนทาง วนและเวลาเดนทาง ขอมลสวนตวของ ลกคา เบอรโทรศพทตดตอหรออเมล

• พนกงานตองมความรเกยวกบตวเครองบน เชน การเปลยนแปลงตว Special request เชน อาหารพเศษตางๆ

• กรณผ โดยสารเลอกทนงทเปน exit roll หรอทนงตดทางออกฉกเฉน ผ โดยสารคนนนจะตองมรางกายแขงแรงพอทจะชวยเปดประตกรณทม เหตฉกเฉนได

Ticket/E-Ticket (แผนกตวเครองบน)

Distribution Vehicles

Airline booking System

1. Galileo

2. Amadeus

3. Abacus

https://www.plan-travel.com/ticket/check_e-ticket.html

Check in

Conclusion • CHECK-IN TIMES. The time shown on the itinerary/receipt is the

departure time of the aircraft. Flight departure time is not the same as the time you must check-in or the time you must be available for boarding. Your carrier may refuse you carriage if you are late. Check-in times, as advised by your carrier, are the latest times at which passengers can be accepted for travel; boarding times, as advised by your carrier, are the latest times at which passengers must present themselves for boarding.

• DANGEROUS GOODS (HAZARDOUS MATERIALS). For safety reasons, dangerous goods must not be packed in checked or cabin (unchecked) baggage except as specifically permitted. Dangerous goods include but are not limited to: compressed gases, corrosives, explosives, flammable liquids and solids, radioactive materials, oxidising materials, poisons, infectious substances, and briefcases with installed alarm devices. For security reasons, other restrictions may apply. Check with your carrier.

Do not pack or carry on-board the items

pictured below without checking with your carrier.

Exercises

1………….

2...………….

3……..………….






Google Classroom :



2 Operational departments in Airline business (การปฏบตงานในแผนกตางๆ ของธรกจการบน) - Reservation (แผนกส ารองทนง) - Customer Services - Lost & Found - Ticket/E-Ticket (แผนกตวเครองบน) - Gate Check in - Cabin Craw


4 In-Flight Passenger Services - The terms of airline service ความค าศพทของการใหบรการบนเครองบน - A great characteristic of the airline service คณลกษณะทดของพนกงานทใหบรการบนเครองบน - Job description of In-Flight Passenger Services ลกษณะงานของพนกงานทใหบรการบนเครองบน








Preface

•Lost & Found (Lost property Service) •Customer Services •Gate •Cargo •Cabin Craw •Exercises

Lost & Found (Lost property Service)

Lost & Found (Lost property Service)

Table of Contents

Lost & Found - Homepage of Lost and found Module

Functional tabs on Lost & Found module homepage (Report)

View of the Selected Lost Item View Selected Item

View of the Selected Found Item View Selected Found Item

Search Lost Item Search Lost Item Select Button

Functional tabs on Lost & Found module homepage (Process)

Add Lost Item

Add Found Item

Update/Delete the Lost Item

Update/Delete the Found Item

Functional tabs on Lost & Found module homepage (Setup)

Add Lost/Found Category Type

Update/Delete Lost/Found Category

Lost & Found

Lost & Found

Customer Services

Gate

Cabin Craw






Google Classroom : wuok6v













Preface

• 11111 •Telex languages •Airline Announcements •Exercises

Type of Passengers traveling on flights

Scope of passenger service ground.

Telex languages

• 1. Grammatical • ละค าทเปนไวยกรณ

• ละ บางค าทแสดงหนาทไวยากรณ

• ละ Verb to have in participle

• ละ Verb to be in passive voice

• Verb to be in continues

• Do not use punctuation

• Do not use verbs in question except Can / Should.

• Use Capital letter

2. Language

• Concise but clear

• Straightforward and polite

• easy to understand

Telex languages

3. การเรยบเรยงความคด 3.1 ควรยอหนาใหม ในความคดใหม 3.2 ควรใสตวเลขหรอตวอกษรในการเรยงล าดบขอความทตอเนอง 3.3 ควรใชตวพมพใหญทงหมด 4. รปแบบของTelex 4.1 ค าขนตน (ATTN) 4.2 ค าลงทาย (RGDS/) Example of Telex languages

1. PLS ADV RT RATES BTW BKK ROM ASAP

= Please advise roundtrip rate between Bangkok and Rome as soon as possible

• ตวอยางรปแบบการสงเทเลกซ

• ภาพ + ค าตางๆ

Exercises --Telex languages

• 1. PLS CK NBR PSGR BRDG BKK

• 2. PLS SEND MR SMITH BAG FRAV FLT

• 3. REYL 5 VIP TG823 TMW

• 4.INF STN MGR ABT NEW GRPF IMDT

• 5. PLS CHG EQFP MR JAMES TKT FM USD4800.00 TO

USD4750.00

What is SITA? • SITA is the worldwide telecommunications provider for the airline

industry. Mainly you'll see SITA telex addresses like e.g. SYDRRQF which is coded "SYD" for Sydney, "RR" for Reservations and "QF" for Qantas, so it's the address for Qantas' Reservations department in Sydney if you wanted to send a telex/teletype message to Airlines.

• SITA is also used by slot coordinators when they have to negotiate with airlines. The airline asks for a slot to the coordinator, then this replies accepting or proposing an alternative slot. The airports involved receive copies of the messages, also throw SITA (SITATEX terminal). This messages are called SCR messages (Schedule Clearence/Reply) but there are other types. MVT's (movement messages) are sended by the airlines operations to airports mainly to advise of take off times, estimated time of arrivals, arrivals, delays, aircraft reg, pax on board and other sumplementary information. **SITA is used in the aeronautical world, not only by airlines. **

Pre-boarding Announcement

Good afternoon passengers. This is the pre-boarding

announcement for flight 89B to Rome. We are now inviting

those passengers with small children, and any passengers

requiring special assistance, to begin boarding at this time.

Please have your boarding pass and identification ready.

Regular boarding will begin in approximately ten minutes

time. Thank you.

Final Boarding Announcement

This is the final boarding call for passengers Erin

and Fred Collins booked on flight 372A to Kansas City.

Please proceed to gate 3 immediately. The final checks are

being completed and the captain will order for the doors of

the aircraft to close in approximately five minutes time. I

repeat. This is the final boarding call for Erin and Fred

Collins. Thank you.

https://www.englishclub.com/english-for-work/airline-announcements.htm

Airline Announcements ตวอยางการประกาศเรยกผ โดยสารขนเครอง พนกงานทปฏบตงานบนภาคพนจะใชประกาศดานลาง เพอบอกลาวใหผโดยสารเดนทางไปยงประตทางออกในสถานการณตางๆ - May I have your attention, please, attention? Olive Airline Flight ZZ560, flight ZZ560 bound for

Frankfurt is now ready for boarding. Would all passengers board at gate 25? Thank you. - May I have your attention, please, attention? This is the final call of Olive Airline flight ZZ560,

flight ZZ560 bound for Frankfurt. Would all remaining passenger proceed to gate 25 immediately? Please board at gate 25 immediately. Thank you.

- May I have your attention, please, attention? Passenger (Name of Passenger) Passenger (Name of Passenger) passenger on board flight ZZ560 Please identify yourself at gate 25 immediately. The aircraft is clear for departure. Thank you.

Airline Announcements ตวอยางการประกาศเรยกผ โดยสารขนเครอง • สวสดครบ/คะ ประกาศจากสายการบนโอลฟ เทยวบนท ZZ560 ZZ560 ขฯนเครองพรอมแลวทจะออกเดนทางไปยงแฟรงคเฟรต ขอเรยนเชญผโดยสารทกทานขนเครองไดทประตทางออกหมายเลข 25 ขอบคณคะ/ครบ

• สวสดครบ/คะ ประกาศครงสดทายจากสายการบนโอลฟ เทยวบน ZZ560 ZZ560 พรอมแลวทจะออกเดนทางไปยงแฟนงคเฟรต ขอเรยนเชญผโดยสารทกทานกรณาขนเครองโดยดวน ณ ประตทางออกหมายเลข 25 ขอบคณครบ/คะ

• สวสดครบ/คะ ขอเรยญเชญทานผโดยสารทใชนามวาคณ ....................... คณ ........................ผโดยสารทจะเดนทางไปกบสายการบนโอลฟ เทยวบน ZZ560 ไปยงแฟรงคเฟรต กรณาขนเครองโดยดวนทประตทางออกหมายเลข 25 ขอบคณครบ/คะ

แบบฝกหด

• Explain the Telex abbreviation of Airline according to ABT, ACC, AVBL, ETA, HL, RFI, SUG, TKNA, YT และ SAT



















Preface

• 1111 •Exercises

In-Flight Passenger Services

Prepare for Take-off

This video you hear the Captain say "Cabin Crew: Prepare for take-off" followed by the actual take-off. This is a Finnair Airbus A350-900 taking off from Helsinki (HEL).

Captain's Announcement

• Good afternoon passengers. This is your captain speaking.

First I'd like to welcome everyone on Rightwing Flight 86A. We

are currently cruising at an altitude of 33,000 feet at an

airspeed of 400 miles per hour. The time is 1:25 pm. The

weather looks good and with the tailwind on our side we are

expecting to land in London approximately fifteen minutes

ahead of schedule. The weather in London is clear and sunny,

with a high of 25 degrees for this afternoon. If the weather

cooperates we should get a great view of the city as we

descend. The cabin crew will be coming around in about twenty

minutes time to offer you a light snack and beverage, and the

inflight movie will begin shortly after that. I'll talk to you again

before we reach our destination. Until then, sit back, relax and enjoy the rest of the flight.

Safety Briefing • Ladies and gentlemen, on behalf of the crew I ask that you please

direct your attention to the monitors above as we review the emergency procedures. There are six emergency exits on this aircraft. Take a minute to locate the exit closest to you. Note that the nearest exit may be behind you. Count the number of rows to this exit. Should the cabin experience sudden pressure loss, stay calm and listen for instructions from the cabin crew. Oxygen masks will drop down from above your seat. Place the mask over your mouth and nose, like this. Pull the strap to tighten it. If you are traveling with children, make sure that your own mask is on first before helping your children. In the unlikely event of an emergency landing and evacuation, leave your carry-on items behind. Life rafts are located below your seats and emergency lighting will lead you to your closest exit and slide. We ask that you make sure that all carry-on luggage is stowed away safely during the flight. While we wait for take off, please take a moment to review the safety data card in the seat pocket in front of you.














Preface

The Airline catering management -

ความส าคญของการจดบรการอาหารบนเครองบน

• เพออ านวยความสะดวกในการเดนทาง

• เพออ านวยความสะดวกส าหรบผ โดยสารทมลกษณะพเศษ

• เพอคลายความวตกกงวลใหกบผ โดยสาร

• เพอใหผ โดยสารเชาใจวฒนธรรมของประเทศทจะเดนทางไป

ผลกระทบทมตอการจดบรการอาหารบนเครองบน

• ผลกระทบทางกายภาพ

• ผลกระทบจากการบรการเครองดมแอลกอฮอล

• ผลกระทบทางดานจตวทยา

โครงสรางองคกรของฝายครวการบน

กระบวนการผลตอาหารส าหรบการบรการบนเครองบน

1. การตรวจรบวตถดบ/อาหารสด

2. การเตรยมวตถดบ/อาหารสด

3. การปรงประกอบอาหาร

4. การลดอณภมและการเกบเขาหองเยน

5. การจดบรรจลงภาชนะของสายการบน

6. การจดการอาหารลงบนถาดอาหารและตอาหาร

7. การล าเลยงอาหารสงขนเครองบน

8. การสงมอบอาหารทเครองบน

การจดการอาหารทบรการบนเครองบน

1. การก าหนดนโยบายการบรการอาหารและของวางบนสายการบน

2. การดแลงบประมาณ

3. การพฒนารายการอาหารส าหรบการบรการสายการบน

ประเภทอาหารบนเครองบน

• อาหารส าหรบนกบน

• อาหารส าหรบลกเรอ

• อาหารส าหรบผ โดยสาร





Handout of Presentation in AVT1122 Airlines Operations and Management









Preface

- Basic of Human Resource Management

Human Resources Management

• The HRM process consists of planning, attracting,

developing, and retaining the human resources (employees) of an organization.

HR Planning

• Planning for the future personnel needs of an

organization, taking into account both internal

activities and factors in the external environment.

• Job Design

• usually done prior to recruitment

• the process of describing the work that needs to be

done by an employee and

• Specifying the requirements needed in fulfilling the job

Attracting Employees

• Recruitment

• Development of a pool of job candidates in accordance

with a human resource plan

• The purpose provide management with enough

candidates from which they can select qualified

employees

• Internal versus external

• Selection

• the mutual process whereby the organization decides to

make a job offer and the candidate decides whether or not to accept it.

Developing Employees • Orientation

• a program designed to help employees fit smoothly into an organization

• Training • a process designed to maintain or improve current employee

performance

• Development • a process designed to develop skills and attitudes necessary for future work

• Performance Appraisal • process of providing feedback to subordinates regarding their

performance on the job.

• Developing Employees • A formalized appraisal process is used for:

• rating work performance

• identifying those deserving raises or promotions • identifying those in need of further training

Training and development

All ANS/

CNS related trainings

Aviation Academy

Retaining Employees

• Compensation

• the adequate and equitable remuneration of personnel for their contribution in the

achievement of organization objectives.

• Labor relations

• entails recognizing the validity of unions, negotiating for the collective bargaining

agreement, and being able to handle strikes and other forms of mass action.

• Maintenance

• the process of providing the following services to employees:

• career counseling

• safety & health programs

• Also involves the minimization of absenteeism and tardiness

• Separation

• the process of reintegrating employees to society; entails the following:

• employees should be terminated for a just cause

• a retirement plan must be provided for old employees as an aid when they leave the company.

The aim of Human Resources in the Aviation Industry

• The aim of this unit is to understand the roles and

responsibilities of human resources departments within

aviation organizations and the skills of human resources

personnel.

• Key to successful recruitment and staff management in

any organization is a well-organised and effective human

resources (HR) department. This is particularly true within

the aviation industry due to a high level of competition

between organizations and the regulated environment staff must work within.

Know the functions of Human Resources (HR) departments within aviation organizations The functions of HR:

• maintain operational efficiency, e.g. adequate staffing, streamline job roles

• staff development, e.g. task-specific training, general training, up-skilling, continuing professional

development (CPD)

• fulfil company objectives, e.g. ethnic mix, gender mix, skilled workforce

• comply with employment legislation, e.g. discrimination (age, gender, race, religion), Criminal Record

Bureau (CRB) checks, data protection

Role and responsibility of HR:

• recruitment, e.g. advertising, interview, appoint, induction

• training, e.g. coordinate, allocate, record, evaluate

• manage employment procedure (appraisal, promotion, grievance, maternity, sickness and absence, disciplinary, redundancy, termination, retirement)

Be able to carry out recruitment for the aviation industry as part of the HR team Plan recruitment:

• job description, e.g. job role, prerequisites (skills, experience, licence), hours, location

• advertise, e.g. budget, design advert, newspaper, trade journal, TV/radio, social media, in-house

• shortlist applicants, e.g. criteria for initial rejection/interest

• prepare interview, e.g. location, documents, interview panel, group interview, telephone selection, interview activities

Selection process:

• assess candidate, e.g. personal statement, group task, aptitude test, individual interview, telephone screening

• confirm qualifications, e.g. academic, training, licences, experience, employment history, references

• make a decision, e.g. offer employment, notify unsuccessful candidates • administration, e.g. notify department head, payroll, security

Understand employment legislation relating to the aviation industry Employment legislation:

• pre-employment checks, e.g. employment history, CRB checks, references

• training, e.g. general security awareness (GSAT), manual handling

• general, e.g. minimum wage, discrimination, data protection, employment contract, working hours, minimum age, medical checks (vision, hearing)

Impacts of compliance:

• negative impacts, e.g. recruitment delays (Checking - references, employment history), expense (to applicant, to employer, training requirements), restricts recruitment pool (security, health, age)

• positive impacts, e.g. avoid prosecution, filters out inappropriate candidates

Know company employment policy and standards Company policy and standards relating to personnel:

• behaviour, e.g. to staff, to customers, absence, sickness, misconduct

• health and safety, e.g. legal standards, company standards

• security, e.g. legal standards, company standards (property, data, revenue)

Maintain company policy and standards relating to personnel:

• safety management system (SMS), e.g. risk assessment, intervention,

appraisal, disciplinary procedures

• training, e.g. new skills, recurrency, behaviour

• feedback, e.g. from staff, from supervisors, from managers, from trade unions

Sources of information and advice:

• regulatory bodies, e.g. Civil Aviation Authority (CAA), Health and Safety

Executive (HSE), Department for Transport (DfT), European Aviation Safety

Agency (EASA)

• trade bodies, e.g. Chartered Institute of Personnel and Development (CIPD)

• trade unions, e.g. General and Municipal Workers (GMB), UNISON, British Airline Pilots Association (BALPA), Guild of Air Traffic Controllers (GATCO)

HR Development Strategies

• “HRD strategies plan - How the human resources would be utilized by

combining training, skill upgradation and individual’s career

development and organizational development.

• Integrating the aspirations of individual and objectives of the

organization.”

• Human resources development is a continuing process comprising three interdependent components

1.Work environment

and ethics

2.Accountability &

ownership

3.Quality

4.Cost reduction

5.Entrepreneurship

and innovation 6.Culture building














Preface

- Total Quality Management Meaning

- Improvement process

- Tools of Improvement Process

- Exercise in classroom

Quality management

• Quality refers to all those features of a product or service

which are required by the customer.

• Quality management means what the organization does

to ensure that its products or services satisfy the

customer's quality requirements and comply with any

regulations applicable to those products or services.

• ISO 9001/9001/14001 is for quality management.

• Quality management also means what the organization

does to enhance customer satisfaction, and achieve

continual improvement of its performance.

Total Quality Management (TQM)

What is TQM?

TQM is the integration of all functions and processes within an organization in order to achieve continuous improvement of the quality of goods and services. The goal is customer satisfaction.

“

Improvement process

1. Kaizen: Japanese term for continuous improvement.

A step-by-step improvement of business processes.

2. PDCA: Plan-do-check-act as defined by Deming.

Plan Do

Act Check

3. Benchmarking : what do top performers do?

PDCA

Tools of Improvement Process

1. Process flowchart

• A flowchart is a graphic representation of how a

process works, showing, at a minimum, the

sequence of steps according to Start, End,

Process, Input, Output, Decision, Annotation, Connector, Direction Flow.

• Several types of flowcharts exist : the most

simple (high level), a detailed version (detailed),

and one that also indicates the people involved in the steps or matrix.

Flowchart

วธใชเขยนผงงาน หลกการน าสญลกษณ Flowchart ตางๆ มาเขยนผงงาน 1.ผงงาน (Flowchart) ตองมจดเรมตน (Start) และจดสนสด (End) 2.สญลกษณแตละรปจะถกเชอมตอดวยทศทางการท างาน (Direction Flow) เพอบอกวาเมอท างานนเสรจตองไปท างานไหนตอไป 3.การท างานจะตองเรมตนทจดเรมตน (Start) และจบทจดสนสด (End) เทานน

http://share.olanlab.com/th/it/blog/view/214




Flowchart

Symbolic

Flowchart Symbolic

Example of Flowchart


2. Run Chart

Performance

Tim

e


3. Control Charts

Performance Metric

Tim

e


4. Cause and effect diagram

(fishbone)

Environment

Machine Man

Method Material


5. Check sheet

Item A B C D E F G

-------

-------

-------

√ √ √

√ √

√ √

√

√

√ √

√ √ √

√

√

√

√

√ √


6. Histogram

Frequency


7. Pareto Analysis

A B C D E F

Fre

quency

Perc

enta

ge

50

%

100%

0%

75

%

25

% 10

20

30

40

50

60

Summary of Tools

1. Process flow chart

2. Run diagram

3. Control charts

4. Fishbone

5. Check sheet

6. Histogram

7. Pareto analysis

Case: shortening telephone waiting time…

• A bank is employing a call answering service

• The main goal in terms of quality is “zero waiting time”

- customers get a bad impression

- company vision to be friendly and easy access

• The question is how to analyze the situation and improve quality

The current process

Customer

B

Operator Customer

A

Receiving

Party

How can we reduce

waiting time?

Makes

customer

wait

Absent receiving

party

Working system of

operators

Customer Operator

Fishbone diagram analysis

Absent

Out of office

Not at desk

Lunchtime

Too many phone

calls

Absent

Not giving

receiving party’s

coordinates

Complaining

Leaving a

message

Lengthy talk

Does not know

organization

well Takes too much time

to explain

Does not

understand

customer

Daily

average

Total

number

A One operator (partner out of office) 14.3 172

B Receiving party not present 6.1 73

C No one present in the section receiving call 5.1 61

D Section and name of the party not given 1.6 19

E Inquiry about branch office locations 1.3 16

F Other reasons 0.8 10

29.2 351

Reasons why customers have to wait

(12-day analysis with check sheet)

Pareto Analysis: reasons why customers have

to wait

A B C D E F

Frequency Percentage

0%

49%

71.2%

100

200

300 87.1%

150

250

Ideas for improvement

1. Taking lunches on three different shifts

2. Ask all employees to leave messages when leaving desks

3. Compiling a directory where next to personnel’s name

appears her/his title

Results of implementing the

recommendations

A B C D E F


100%

0%

49%

71.2%

100

200

300 87.1%

100%

B C A D E F


0%

100

200

300

Before… …After

Improvement

In general, how can we monitor quality…?

1. Assignable variation: we can assess the cause

2. Common variation: variation that may not be possible to

correct (random variation, random noise)

By observing

variation in

output measures!

Exercise in classroom

• Drawing Flaw Chart

• Choose 1 topic according to

• How to Check In at the airport

• How to booking Online Ticket

• How to Passenger loading luggage

• The process of security check at the airport














Cause and Effect Diagram (Fishbone )

Cause and Effect Diagram (Fishbone )

Total Quality Management การจดการคณภาพ (Week 4.)

Check sheet: Using a check sheet is appropriate when the data can

be observed and collected repeatedly by either the same person or

the same location. It is also an effective tool when collecting data on

frequency and identifying patterns of events, problems, defects, and defect location, and for identifying defect causes.

Preface

- Trademark/ Service Mark /Certification Mark/Collective Mark

- Service and Product Design

- Service Quality Attributes

- Life Cycles of Products / Services

- Exercise

Trade Mark เครองหมายการคา • Brand ตราสนคา : A brand is a name given to a

product and/or service such that it takes on

an identity by itself

• Brand Name ชอตราสนคา : is given by a

manufacturer or merchant to an article or

service to distinguish it as produced or sold

by that manufacturer or merchant and that

may be used and protected as a trademark

which one having a well-known and usually

highly regarded or marketable name

• Trade Mark เครองหมายการคา : is a recognizable

sign, design, or expression which identifies

products or services of a particular source

from those of others, although trademarks

used to identify services are usually called

service marks. The trademark owner can be

an individual, business organization, or any

legal entity. A trademark may be located on a

package, a label, a voucher, or on the

product itself.

Services Mark • Services mark means

Brand or identification mark associated with a service, in the same way a trademark is associated with a good Services.Both terms have equal stature under the copyright law, are given the same protection, and are sometimes used interchangeably.

Certification Mark • A certification mark on a

commercial product often

indicates the existence of

an accepted product

standard and a claim that

the manufacturer has

tested the product to verify

compliance with that

standard. The specific

specification, test methods,

and frequency of testing are

published by the standards organization.

Collective Mark

• Collective Mark means

service mark that

identifies members of a

union, cooperative, or

other collective organization.

Trade Mark เครองหมายการคา • Brand ตราสนคา : A brand is a name given to a

product and/or service such that it takes on

an identity by itself

• Brand Name ชอตราสนคา : is given by a

manufacturer or merchant to an article or

service to distinguish it as produced or sold

by that manufacturer or merchant and that

may be used and protected as a trademark

which one having a well-known and usually

highly regarded or marketable name

• Trade Mark เครองหมายการคา : is a recognizable

sign, design, or expression which identifies

products or services of a particular source

from those of others, although trademarks

used to identify services are usually called

service marks. The trademark owner can be

an individual, business organization, or any

legal entity. A trademark may be located on a

package, a label, a voucher, or on the

product itself.

Services Mark • Services mark means

Brand or identification mark associated with a service, in the same way a trademark is associated with a good (tangible product). Both terms have equal stature under the copyright law, are given the same protection, and are sometimes used interchangeably.

Certification Mark • A certification mark on a

commercial product often

indicates the existence of

an accepted product

standard and a claim that

the manufacturer has

tested the product to verify

compliance with that

standard. The specific

specification, test methods,

and frequency of testing are

published by the standards organization.

Collective Mark

• a trademark or service

mark that identifies

members of a union,

cooperative, or other collective organization.

Service and Product Design การออกแบบสนคาและบรการ Why do we have Service and Product Design?

1. Competition

2. Customer orientation

** Customer satisfaction**

Service Quality Attributes คณลกษณะของคณภาพบรการ

• Accuracy ความถกตองแมนย า

• Service Mind ใจบรการ

• Consistency ความสอดคลองคงเสนคงวา

• Accessibility การเขาถงไดงายและสะดวก

• Responsiveness การตอบสนอง

• Completeness ความครบถวน สมบรณ

• Timeliness เวลา

Customer Requirement

Product/Services Design

Idea Screen/Product Selection

• Operations Compatibility

Process of Service and Product Design

Quality

Budget Time

• Major factors in design strategy

• Cost

• Quality

• Time-to-market

• Customer satisfaction

• Competitive advantage

Product and Service Design

Product and service design – or redesign – should be

closely tied to an organization’s strategy

Life Cycles of Products / Services

Time

Introduction

Growth

Maturity

Saturation

Decline

Dem

an

d

Example of product design

Guidelines for Successful Product and Service Design

1. Define the Product and Service package

2. Focus on customer’s perspective

3. Consider image of the Product and Service package

4. Recognize that designer’s perspective is different from the customer’s perspective

5. Make sure that managers are involved

6. Define quality for tangible and intangibles

7. Make sure that recruitment, training and rewards are consistent with service expectations

8. Establish procedures to handle exceptions

9. Establish systems to monitor service

Exercise

• 4 people/1 group.

• Think about Life Cycles of Products / Services

• 1. Airport Facilities

• 2. Purchasing – Sales products

• 3. Entertainment in aircraft

• 4. Food

• 5.Equipment / Facilities in aircraft

• 6.Lounge accommodation

Documents

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