Excellence in Air Cargo Handling - IATA · ä Load Sheet: Errors in the load ... What are the barriers in this customer experience journey? Programs IoT & ... § Asset losses because

Excellence in Air Cargo Handling & Fast Cargo

Cargo Operations & Handling

IATA Competition Law Compliance

Chairman’s Welcome

DeviPrasad RambhatlaVice President & Global Head –

Travel Transportation and HospitalityWipro

Safe, Secure, Fast and Efficient

Bob RogersSenior Advisor

Nordisk Aviation Products a.s.

Safe,Secure,FastandEfficientBobRogers

SeniorAdvisorNordiskAviationProductsa.s

Whatdowemeanbysafety?Theplacingandsecuringofaircargointheaircraftinadefinedmannerthatprotectstheaircraftanditssystemsduringflight

Whichrequires..• Understanding“Whattheaircraftexpects”

• ComplyingwiththeaircraftWeightandBalanceManual

• Recognizingthattheaircrafthaslimitations

Risk• FinancialRisk- costtoairlinesofdamageanddisruptions

• CommercialRisk- costtoairlinesofpoorcustomerservicelevels

• RegulatoryRisk- costtoairlinesoffallingfouloftheregulators

• FlightSafetyRisk- theultimaterisk

AircraftWeightandBalanceCompliance

• WeightandBalanceisn’tjustaboutdoingthecalculations- itsaboutmakingsureitallstayswhereitssupposedtostay

Whatcanpossiblygowrong?

FineAirFlt101NationalFlt102

LocksNotRaisedNetsNotSecureIncorrectLoadingPositionIncorrectWeightsofCargo/baggageULDsbadlybuiltLoadsheeterrors

Accidents…2

SeriousIncidents…~1perweek AircraftTipAircraftTailScrapeLoadshiftsSignificantLoadsheetError

DailyOperations…~16perday*

Sowhatgoeswrong?ä Arandomdatasampleof1088reports

wasbrokendowninto3categoriesofaircraftloadingissues:

ä UnsecuredLoads:TheloadswerenotsecuredduetoOPShandling,proceduresnotfollowed,orfaultyequipment.

ä LoadSheet:Errorsintheloadsheetfordepartureduetoloadsheetpreparationproceduresnotbeingfollowed.

ä Weight/Balance:Undesiredchangeinweight/balanceduetodocumentationerrors.

What’smoving?

Whenaretheissuesbeingidentified?

ä Found:Errorsidentifiedandrectifiedbeforetheaircraftispushedback.

ä Escapes:Errorsthatarefoundafterpushback,mainlyonarrivalbyunloadingstaff.

Why…

Damagetoaircraft

DatafromtheIATAGroundDamageDatabase(GDDB)

ULDranked#2

Holddamage

Whatabouttheregulators?• FineAirAccidentInvestigationReport

• 21.Theloaderswholoadedtheaccidentairplanewerenotawareofthepotentiallycatastrophicconsequencesofmisloadingtheairplaneandfailingtoproperlysecurecargo,andthiscontributedtotheaccident.

• 22.Formaltrainingisnecessarytoensurethatcargohandlingpersonnelreceivestandardizedinstructiononsafety-criticalaspectsoftheloadingprocess.

AC120-85• Detailedguidanceintocargooperations

• Onebutnottheonlymeansofcompliance

• AppliestoUScarriersandallcarrierslandingintheUS

• NationalAirCargo– ArepeatofFineAir– TribalknowledgebeingusedinsteadoffollowingtheWBM

– AsignificantnumberofcommonpracticesarenotstatedintheWBM

• BoeingsupplementalprocedurestoWeightandBalanceControlandLoadingManual

• 44pageslong,5specificprocesses,beingcontinuouslyupdated

• Widespreadlackofcompetenceinthegroundbasedcargoprocess

• Inadequateandunsupportiveairportinfrastructure

• Airlinesresponsibleforflightsafetybutlacktheabilitytoexertmeaningfulcontrol

• Unevenregulatoryenvironment

Painpoints

FitforPurpose?• Establishmoreprocedures?• Implementmoreaudits?• Treatthedamageandnearmissesas“cost/riskofdoingbusiness”?

• Paymoreforgreatersafety?• Uselessoutsourcing?

Safeforflight?

Suitableconditionsforapieceofaircraftequipment?

Doesheunderstandthesafetyaspectofhisjob?

ThankYou

Operations and the Customer

Ashish PradhanAirline Practice Head

Travel, Transportation and HospitalityWipro

©2017WIPROLTD|WWW.WIPRO.COM|INTERNAL35

What programs should the industry explore or endorse to improve the

customer experience?

Does the air cargo customer get the best customer experience from operational and handling environments?


Whatcanwedototransform cargocustomerexperience?

Whatarethebarriers inthiscustomerexperiencejourney?

ArtificialIntelligence,IOTandMobility UseCasesforCustomerExperience

Agenda


PaperlessEnvironment(CargoIQ&e-freight)

Speed&FastCargo

Visibility&SafetyofShipments

Digital&Engagingexperience

One-stopShopExperience- AncillaryServices

Whatcanwedototransform cargocustomerexperience?


Whatarethebarriers inthiscustomerexperiencejourney?

Programs

IoT&Automation

Mobility&Services

ManualHandling§ DelayinDocumentation/Acceptance§ Speed&Qualitygoesdown§ LackofConsistentProcesses§ DataErrors

LegacySystems§ Compliance&Standards– Eg.CargoXML§ Alliance&Partnershipsflexibilityisconstraint§ CustomerchoiceofChannelisrestricted§ LimitedsupporttowardsMobility,Digital&Analytics

OperationalCosts§ FuelCosts- Increase§ SecurityCosts- Increaseduetothreat(Terrorism&Theft)§ AssetlossesbecauseofpoorTracking(ULD&equipment)§ Claims&Damages- Inefficiencyingroundhandling Intelligence&

Transformation


ProgramstodelighttheCustomers!


Program– CustomerServiceAvailability24x7x365

Customer

Textorvoice

IwanttoshipapetdogtoHamburg,doyouhavetheservice?

YesourproductofferingPetCargocanensuresafeshippingofyourpet

whatarethedocumentationsrequired?

You needtohaveHealthCertificate,VaccinationRecordandImportPermit

Willmypetdogbefedduringitsovernightstay?

Yes,wehavea24/7specialhandlingteamforliveanimalshipments.

Socanyoutellmewhatcouldbethepossiblestepstocompletetheshipping

Yes,youcanleavethepackage&documentswithourexecutiveattheairportcounter

UseCase1– ArtificialIntelligence– Chatbot

CargoGENIE


Program– CustomerServiceAvailability24x7x365

Customer

Textorvoice

UseCase1– ArtificialIntelligence– Chatbot

CargoGENIE

TheBusinessteamcontrols&decideswhatCargofunctionsto

enablethrutheChatBot

WiproHOLMES™AppliedArtificialIntelligencethatspecializesindoingtaskslike

humanbeings


UseCase2IOT– Realtimemonitoringofshipments(DeviceEnabled)

Customer

CargoApp

Iwanttomonitormyshipmentthroughoutthejourney?

MonitoryourshipmentsanytimethroughCargoMobileApp

Customerscansettheiralerts&milestones

MAPviewscreen– Shipmentexactlocationthroughgeo-fencingtechnologies(Track&Trace)

Viewtripdetails– Clickonshipmentstoseemilestones,temperatureinformationgraphandalarmnotifications(TemperatureMonitoring)

GeofencingAcceptanceStage

CrysignalMissingconnection

TempSensorsPerishableCargo

LightsensitiveValuableCargo

ZeroQtimewhiletenderingcargo

100%controltempdeviations

Quickrecovery 0%Theft

Program– Visibility&Transparency


UseCase3Mobility&Services

ChatBOT

e-Generate

PayOnline

Track&Trace

UploadDocs

Register

AncillaryServices

DYOR(Reports)

§ ChatBOT– CustomeraskingquestionsandBOTprovidinganswers

§ Upload– Anydocsrelatedtoshipment

§ E-Generate– AirportGatepass/BarcodeAWBstickers/cargoreceipt/Deliveryorder/POD(PaperlessOperations)

§ Register– Claims&Complaints

§ PayOnline– Deliveryorder&Storagecharges+more

§ AncillaryServices– ShipmentPickup&Drop,Customsbrokerageservices,Coolchainfacilitieslike(CoolContainers/Trucks/Coldstorage)

§ Tracking(MAWB/HAWB/TEMPshipments/Claims/Keyresources&Equipment's)

§ DYOR(DesignyourownReports)– CustomizetheirReports

Customer

Program– SelfService


WorkSmarter- DeliverrichCustomerExperience

WhatCustomersDemand... Streamlinedservices&Fasterdelivery

DeliveryBreakdown&warehousingImportCustomsBuildup&

Loadplanning

Departure ArrivalAppointmentAccept

Shipment&Warehousing

ClearExportCustoms

MakeBooking

Technology

Mobility§ Appointments– Cargohandover&Delivery§ Preclearance–Customs§ Tracking- Shipment&Claims§ PaymentsOnline

IOT§ Protectiontotheshipmentfromtheft§ Realtimedataforbetterplanning§ Alerts&Alarmstomakequickdecisions§ ULDoptimization– Autobuildplan

Automation

AirCargoOperationalProcesses

CustomerBehavior ChoiceofChannel Fasterclearance Visibility Safety Transparency

AdvancedAnalytics§ PredictiveAnalytics– NoShow/GoShow§ PredictOptimumRoute§ PredictAssetRequirement§ ResourcePlanningForecast§ PredictOptimumLoad-ability

ArtificialIntelligence§ HumanMachineInterface(ChatBots)§ Machinelearning§ SmartServicerecovery§ SmartIncentiveprograms


ThankYou

Thank you to our Networking Break Sponsor

Excellence in Air Cargo Handling & Fast Cargo

Cargo Operations & Handling

It Takes a VillageModerator:Ö David Ambridge, General Manager, Bangkok Flight ServicesPanelists:Ö Nick Platts, Head of Cargo, Heathrow AirportÖ Jonas van Stekelenburg, Head of Cargo Schipol

Wrap Up and Conclusion

DeviPrasad RambhatlaVice President & Global Head –

Travel Transportation and HospitalityWipro

Documents

Excellence in Air Cargo Handling - IATA · ä Load Sheet: Errors in the load ... What are the barriers in this customer experience journey? Programs IoT & ... § Asset losses because