MENZIES AVIATION - SAFETY MANAGEMENT … is the Menzies Aviation Safety Management System (SMS) and promotes a safety culture to ensure that in all our operations around the world,

Menzies Aviation

4 New Square Bedfont Lakes

Feltham Middlesex

United Kingdom TW14 8HA

T: +44 (0) 208 750 6000 F: +44 (0) 208 750 6001

www.menziesaviation.com

MENZIES AVIATION - SAFETY MANAGEMENT SYSTEM (SMS)

Prepared for: Prepared by: Issued:

Revision: 0 | Issued: 06 October 2014

SAFETY MANAGEMENT SYSTEM

Safety Management System | Page 2 of 21

© Menzies Aviation 2013

Table of Contents

1. SAFETY POLICY AND OBJECTIVES 3 1.1 Management Commitment and Responsibility 3 1.2 Safety Accountabilities 4 1.3 Appointment of Key Safety Personnel 4 1.4 Coordination of Emergency Response Planning 5 1.5 SMS documentation 6

2. SAFETY RISK MANAGEMENT 9 2.1 Hazard identification, change management & Risk Assessment / Mitigation 9

3. SAFETY ASSURANCE 10 3.1 Safety Performance Monitoring and Measurement 10 3.2 Continuous Improvement of the SMS 11

4. SAFETY PROMOTION 12 4.1 Training and Education 12 4.2 Safety Communication 15





1. SAFETY POLICY AND OBJECTIVES 1.1 Management Commitment and Responsibility

Menzies fosters a working environment in which Operational Safety has top priority: the health and safety of our employees, customers and passengers should never be compromised. Menzies recognises that a safe working environment is essential within the aviation industry and adds to and enhances the company’s overall value, both in the short and long term. For this reason we have made health and safety an integral component of all our management systems and all our working practices. At Menzies we ensure the safety of our employees, passengers, aircraft and customer’s assets through MORSE, our safety management system – we believe that transparency and rigorous follow up of incidents and near misses are key components to harness an environment where safety is the number one priority. We have clearly defined organisational responsibilities in regards to Health and Safety that make Health & Safety the priority for all levels of management and each employee. Strict operating procedures have been designed with personnel and aircraft safety as the primary concern and a Quality Management System to ensure compliance. Additionally, detailed Emergency Response Procedures have been developed in accordance with ICAO standards.

SAFETY FIRST:

Safety and Security are not optional extras... they are absolute requirements.





1.2 Safety Accountabilities Responsibility of Management At Menzies Aviation each member of the staff bears the responsibility for maintaining and continuously improving the safety performance. This responsibility is clearly described in the “Health and Safety Manual”. Health & Safety is a top management priority and is the responsibility of the Senior Vice President for Network Safety, Risk Management and Claims, who is tasked with implementing and reviewing the organisational structure that will effectively and pro-actively manage the group exposure to safety & security risk in each region.

1.3 Appointment of Key Safety Personnel Health and Safety Manager/Officer Every station has a Health and Safety Manager/Officer to ensure compliance with corporate policies on Health & Safety and all other safety regulations. The H&S Manager/Officer conducts risk assessments, accident investigations and safety inspections, supervises the staff on working in a safe manner and ensures reporting of all accidents, incidents and near misses. Health and Safety Committee Each station must have a Health and Safety Committee (HSC) representing all areas of the station and involving all levels of employees. The committee holds regular meetings to monitor the health and safety of the station by reviewing the policies, procedures, training programmes, audits and discussing initiatives for improvement.





1.4 Coordination of Emergency Response Planning (ERP)

Crisis Management Centre (CMC) A dedicated (24 hour) Director telephone line is available in the event of emergency. The CMC has regular drills to ensure processes remain effective. Each Ground Handling station has a Local Incident Co-Ordination Centre (LICC) that has:

Local Contingency Plan Trained Personnel Processes to ensure confidentiality





1.5 SMS documentation M.O.R.S.E: Our Safety Management System Menzies Aviation has developed an industry leading safety & security management programme for the purpose of preventing accidents and incidents in all locations where operations are performed. The MORSE programme is the Menzies Aviation Safety Management System (SMS) and promotes a safety culture to ensure that in all our operations around the world, safety & security comes first. The continuous improvement of our safety & security standards is an over-riding business objective, in support of which MA have implemented various unique solutions. To make this work, we promote an “Open Reporting” culture, where all employees are responsible to report any hazards, accident or incident and near misses to their manager or the Health & Safety department. To encourage reporting of incidents and near misses we follow a strict “fair and just policy”. To continuously improve our safety & security, we have implemented various unique solutions like the SLS board and some of our strict safety procedures. Fair & Just Reporting Culture (Policy statement extracted from the Menzies Aviation Health & Safety Manual) ACCIDENT, INCIDENT AND DANGEROUS OCCURRENCE REPORTING (Just Culture) It is MA’s primary concern, in the interest of safety, to ensure the full, free and uninhibited reporting of any incident /accident, which might affect the health and safety of MA employees or any other person who may be affected by our undertaking, including aircraft handling and flight safety. It is, therefore the responsibility of every employee to report any incident affecting safety and to cooperate fully throughout any subsequent investigation.





All incidents, including near misses, must be investigated; the level of investigation will be dependent upon the severity of the incident. The purpose of an investigation is not to apportion blame but to establish the facts, to understand the root cause(s) of the incident, and to develop the appropriate actions necessary to eliminate or reduce the likelihood of the incident recurring. All investigations should generally be completed within seven days of the incident with findings recorded using the MA intranet online investigation tool, only in the case of exceptional or complex investigations can this seven day reporting period be extended. Managers must ensure that the recommendations arising from an accident investigation are evaluated and fully implemented. Purpose It is our goal to continuously improve the safety of our operation. We realise that accidents and incidents can happen, however we see it as every employee’s duty to report them and create a safe working environment at all times. This is key to ensure that we have the opportunity to resolve them, learn about the contributing factors and implement strategies, procedures and policies to eradicate or reduce the likelihood of future occurrences.





To achieve this we must develop and foster a culture that encourages the reporting of accidents without fear of disciplinary action being the key concern. This policy is not intended to replace, but should be read in conjunction with, the requirements outlined in the remaining section of policy 5.1 (Incident reporting and Investigation). This policy is intended to provide visibility to those errors that go unreported, including near miss incidents. Menzies Aviation operates in a complex and time sensitive environment. To underpin our core values of safety and security, it is imperative that we learn from our mistakes, strive to reduce human error, and develop adequate safety systems to ensure the highest level of safety is maintained. We believe that accurate and complete reporting is key to being able to maintain best-in-class safety records and make continuous improvements. As a result of this programme a significant reduction in both personal injury and aircraft damages has been achieved over the last seven years. Personal Injury Incidents Rates: Aircraft Incidents Rates:





2. SAFETY RISK MANAGEMENT 2.1 Hazard identification, change management

& Risk Assessment / Mitigation

Risk Assessment Programme Clear Policy Standard Risk Assessment Template Training Module Four step approach:

Step 1 – Identify & Record the Hazards Step 2 – Evaluate the risks and implement measures to eliminate or reduce the risk Step 3 – Establish effective control measures Step 4 – Review your assessment and update

Based on a 5 x 5 risk rating model The risk review consists of 3 elements:-

Risk Likelihood Consequence or Severity of Harm Control Effectiveness

Operational Risk Register Risk Assessment Template

Risk Assessment Reference:

Name & Signature of Assessor:

Name: Sign:

Task being assessed: Review Date:

Date of Assessment:

Site or Area being assessed: Note: Minimum requirement 12 months from last assessment or following an incident or introduction of a

new practice / task / SOP GSE or environment change.

Identified Hazard

What are you already doing?

List any existing control measures, procedures or safeguards that already exist?

Initial RA

(b) Have risks been reduced “as far as

reasonably possible”?

If not then state what additional measures must be considered?

Name of responsible person(s)

Agreed Completion

Date(s)

Revised

RA (Effect After b)

Identify and list any Hazards?

Identify and list Who is at risk and how harm might

occur?

Likelihood

Severity

Risk R

ating

Likelihood

Severity

Risk R

ating

If more than 5 hazards insert additional lines

Attach Hazard Assessment

Insert Source Reference

Management Approval (To be signed off by the Responsible Department Manager)

The recommendation and controls outlined in this risk assessment have been completed and communicated to the relevant personnel by appropriate methods. I am satisfied that all controls and recommendations are effective and fully implemented.

Name: Date: Position: Signature:

Likelihood: 1 – Highly unlikely 2 – Reasonably 3 – Probable 4 – Highly probable 5 - Certain

Severity: 1 – Trivial 2 – Minor 3 – Intermediate Injury 4 – Serious Injury 5- Major Injury or Fatality

Risk Rating: 16 or above = High Risk - Requires Immediate Corrective Actions. 9-15 = Medium Risk - See H&S Manual 3.1 1-8 = Low Risk - See H&S Manual 3.1





3. SAFETY ASSURANCE 3.1 Safety Performance Monitoring and Measurement





3.2 Continuous Improvement of the SMS

The eight pillar programme is an integral part of the SMART Quality Management system (QMS). The Eight Pillar Programme has been designed to concisely and clearly provide minimum standards we expect to find in a Menzies station. Compliance against these standards will be monitored though self-certification as well as independent audit. The results of these assessments are reviewed at MA board level and cascaded down to managers through Regional Directors / Senior Vice Presidents. The Eight Pillar Programme gives assurance to Board members that risks are adequately managed and continuous improvement is achieved.

Safety, security & quality

Corporate governance

HROperational training

PlanningGSE & infrastructure

Procedures & service delivery

Finance

1 2 3 4

5 6 7 8

Security manual

Emergency response

Safety management system

Risk assessment & controls

Participation & communication

Contractors & visitors

Incident reporting & investigation

Audits & monitoring

Corporate governance manual

Competition law

Ad hoc work & GSE ‘lending’

Licences

Lease agreements

Insurance

Customer contracts

Business risk assessment

Recruitment

Employment contracts

Personnel records

Induction

Probation review process

Absence management

Disciplinary process

Appraisals & succession planning

Policy

Training matrix & records

Lesson plans

Accredited trainers

Validation of seasonal planning

Real time planning & tracking

Time & attendance

Compliance

Holiday planning

GSE suppliers & specifications

Asset list

Equipment management

Replacement cycle

Maintenance programme

Suitable working environment

Robust communications

Manuals

Procedures

Communication

Service delivery

Reporting

RSMS

Contract management

Payroll

Procurement

Asset management

Asset funding





4. SAFETY PROMOTION 4.1 Training and Education

All e-Learning developed in-house

Consistent training delivery

Flexibility for trainers

Efficient use of time

Ability for trainees to learn at their own pace





Personal Development Plan (Evaluation) The Personal Development Plan / Evaluation is designed as a positive, proactive, and structured approach to the development of our employee’s skills. The process is concerned with identifying the development needs of our employee’s in relation to their set goals and the activities they need to complete in order to achieve these, as well as determining the required training & development activities. As well as the year end PDP an interim review is held to realign any required goals and provide direction and support to the employee. The following areas are covered:

Review of previous performance and achievements Agreement/realignment of set goals & how these will be achieved Review of previous development needs and action taken Discussion and agreement of on-going development needs Discussion regarding employee’s ambition and willingness to relocate (if necessary) Consideration of leadership qualities An action plan going forward and agreement for the next review period.

The Menzies SPIRIT: Safety & Security, Passion, Integrity, Reliability, Innovation, Teamwork The values of Menzies Aviation are fundamentally important, and are an important reason customers prefer to choose to work with us. The acronym ‘SPIRIT’ represents these values. Developed through extensive consultation and discussion, they underpin everything we do. SPIRIT was launched in 2005 and stands for: Safety & Security, Passion, Integrity, Reliability, Innovation and Teamwork.





Menzies rewards effort and initiatives We have established several award campaigns in which our staff are rewarded for their work effort and personal initiative. The winners inspire our people and make Menzies a positive place to work and enhance the safety culture within our operations. We also believe in sharing our success with our employees through bonus schemes based on safety, security and productivity. Go Mad Campaign: A staff reward / safety campaign in which the most important reporting of the month that may have prevented an incident or accident is rewarded In 2012, more than 100 employees received safety recognition awards from Head office and 17 employees were shortlisted and selected to receive cheques of 250£ awarded in recognition of their commitment to safety and security.





4.2 Safety Communication A key aspect of the M.O.R.S.E. programme is communication which is achieved using a series of message posters, pocket cards and vehicle stickers that were designed to support the M.O.R.S.E. programme. These consist of emergency procedure boards, safety & security posters, pocket cards (e.g. 10 Golden rules) and vehicle stickers which are distributed to all Menzies Aviation stations world-wide in addition to awareness videos.

Incident Review Board (IRB) The Incident Review Board is a monthly conference call with HQ where all serious incidents or dangerous occurrences at all Menzies Stations worldwide are reviewed in details and discussed. The purpose of the conference call is to determine root causes and consider changes to procedures, training or other contributing factors and prevent reoccurrence of the incident at any other station. It is chaired by the CEO of Menzies Aviation, EVP Operations, SVP Operational Support and the SVP Network safety, Risk Management & Claims.





Operational Standards and Compliance Team (OSAC)

The OSAC Team identifies, updates or develops the key material required to operate a Menzies

Aviation station. Standardisation of Policies/Procedures/Forms to be consistently used network wide. All standards will be readily available & current on the intranet, in a format that is easy to navigate

and easy to locate. Drive Continuous Improvement in safety and standards.

Strict Procedures to ensure Safety For all operations Menzies makes use of well defined standard operating procedures. All SOPs have been developed with safety first in mind and are clearly described in the Training Manuals. Safety Light System To communicate possible hazards or hazardous situations the Safety Light System (SLS) is installed in every break room (e.g. canteens). This board incorporates safety bulletins, alerts, procedures and the company golden rules. In case of “red” and “amber” alerts employees are required to sign for having read the notice and attended the briefing. The Safety Light System (Illustrations)





Safety Posters (Examples)





Video Library

Board Induction Video



Safety & Sec Awareness Aircraft Engine Hazards

APU - SOP ASU - SOP Conflict Management

Warehouse Fire Safety in the balance Leading by Example

Use of Mobile Devices Zero Tolerance - Theft Aircraft loading Errors





Security

Introduction Security, being an integral part of the safety of civil air carrier operations, is an important aspect of our operations worldwide. Airports and carriers are required to have their own programmes to ensure the integrity of security systems. Menzies Aviation is committed to complying and supporting these security programmes. In addition, Menzies has its own security policies and procedures to ensure the integrity of our operations. Security Procedures in place

To support our commitment to aviation security and the security of Menzies Aviation business activities, we have developed our Security Manual, which contains the generic policies and procedures that must be applied across all operations. Furthermore, Menzies Aviation complies fully with national and station security programmes.





CCTV We operate with CCTV in all cargo facilities for the following key purposes:

Security & Safety Surveillance Theft Deterrence Access/Egress Control Service Delivery & Recovery

Menzies Aviation operates a Centralised CCTV Control Centre in the UK. This CCTV control centre pro-actively monitors all UK warehouse operations. (Illustrated below)

Security Risk Management The pro-active ‘risk management’ approach to security involves identifying areas of vulnerability, weakness and opportunity and countering these by implementing measures to eliminate or mitigate exposure.





Enhanced SMS

Key to Enhanced SMS Integration Business like approach

Evidenced based

Key Processes Safety Policy & Objectives

Safety Risk Management Safety Assurance

Safety Promotion

Compliance & Quality

Documents

MENZIES AVIATION - SAFETY MANAGEMENT … is the Menzies Aviation Safety Management System (SMS) and promotes a safety culture to ensure that in all our operations around the world,