April 2014 - dnata Singapore

GROUND
SCENE
April 2014
A publication by dnata Singapore Pte Ltd
covering in-house news and events
MICA (P) 090/10/2011
International Honours For
dnata’s Ground Handling
Operations
dnata awarded Ground Handler
of the Year
CORPORATE
1. Training Pays Off
COMMITMENT
1. Stepping Up Safety
2. Ready And Set For The 787
Dreamliner
3. The Big Ramp Up
dnata President Gary Chapman and
dnata Executive Vice President Ismail
Ali Albanna accepted the award for
Ground Handler of the Year at the Air
Transport News Awards in Istanbul
on 9 March 2014.
Finalists were determined from more
dnata President Gary Chapman
with the Ground Handler of the
than 4,000 votes by Air Transport
Year award.
News readers, before being assessed
by an independent panel of experts
who considered our performance in terms of safety, innovation and
entrepreneurship, achievements over the past year, new products launched,
financial returns and contribution to society.
CLIENTS
1.
2.
3.
4.
A Lucky Start
Catering For The Military
In Search Of The Best
An Experience To Be Savoured
CHECKING-IN@dnata
1.
2.
3.
4.
dnata Congratulates...
Recognising Our Rising Stars
In Pictures
Compliments From The Heart
Published by: dnata Singapore Pte Ltd, 50 Airport Boulevard, Singapore 819658
“Each day, in 22 airports around the world, our ground handling teams
ensure our customers receive the best service possible,” said dnata
President Gary Chapman. “From snowstorms to the desert heat, our
experts manage some of the world’s busiest airports in some of the most
challenging conditions. This award highlights the dedication of each
member of the team, in each location.” Internationally, dnata handles more than 70 million pieces of luggage a year,
and helps more than 80 million passengers. dnata will continue to build its
reputation as the world’s most admired air services provider after being
named Ground Handler of the Year by Air Transport News. Tel: (65) 6511 0288
Fax: (65) 6542 6604
Email: commercial@dnata.sg
www.dnata.sg
CORPORATE
Training Pays Off
dnata’s investment in training is reaping rewards
With Singapore’s tight labour market in recent years, businesses have
been challenged to balance their human resource needs with those of
their customers, whose expectations of service levels remain high. In
this demanding environment, dnata is focused on developing our pool
of talents, having dedicated more than 72,000 hours and more than
S$100,000 to training efforts in 2013. This investment is now reaping
returns in the form of award-winning customer service.
Commenting on the importance of training for good service delivery,
CEO Mark Edwards recently pointed out, “Every service encounter is
critical to creating a satisfactory customer service experience. Good
training leads to increased chances of success at customer service, and
is critical if we need to delight customers on a regular basis. We can’t
stress enough how important training is; it is part of our DNA.”
Putting talk into action, dnata has been committed to a variety of
courses and training programmes over the past year. Of these, one key
pillar of our training strategy has been our partnership with Disney
Institute, which has been running since December 2012.
The results speak for themselves – training efforts as an organisation
have begun to pay off. The number of compliments from airline
customers and passengers has increased by 40% since the
implementation of the Disney training courses, and the 4th quarter of
2013 saw dnata staff receive a total of 54 compliments – the highest
ever number of compliments received over a 3-month period.
(L-R) Our winners Customer Service Assistant Malani A/P Paramasivam,
Customer Service Officer Nica Milca Concepcion Fernando, with VP Ground
Services Daniel Banens at the CAG Q4 Extra Mile Awards ceremony.
This good effort is being recognised and rewarded through Changi
Airport Group’s Ground Handling Service Performance Incentive
(GHSPI) initiative. Our staff have done us proud after the first month of
implementation. The Changi Airport Group (CAG) Airport Service
Quality results for December 2013 showed that our check-in staff were
right on target when audited on key indicators like waiting time in
check-in queue, efficiency, and courtesy and helpfulness of staff.
Qualifying for the incentives, team dnata took home a grand total of
$23,800 in Changi Dollars Vouchers (CDVs).
In addition, two members of our staff were presented with awards at
the CAG’s Extra Mile Award (Q4) Ceremony 2013 held on 14 February
2014. Customer Service Officer Nica Milca Concepcion Fernando
received the Outstanding Staff Award, while Customer Service
Assistant Malani A/P Paramasivam received the Passengers’ Favourite
Frontline Staff award. Both of them received a $50 CDV each.
Smiles all around as our check-in staff celebrate with their well-earned
GHSPI vouchers.
We are pleased that our investment in our people is reaping rewards,
and we are committed as an organisation to working towards even
better service levels.
Summing Up Our Total Commitment To Training
Types of employees who
received training from
Disney Institute:
In 2013...
Junior staff
% of employess who received
training from Disney Institute:
No. of compliments
received:
39
Supervisors Senior Management
53%
39
51
51
> 70,000 hrs
No. of training hours dedicated to
improving service capabilities:
> 17,500 hrs
Total investment in training:
> S$2.5 million
54
2012 Q4 2013 Q1 2013 Q2 2013 Q3 2013 Q4
02
Total no. of hours dedicated to training:
COMMITMENT
Stepping Up Safety
dnata Senior Vice President Stuart Hayman visits Singapore Workshops, where they learnt about the Behavioural Accident
Prevention Process (BAPP), which identifies and eliminates critical
station to share about the importance of One Safety
behaviour that puts people at risk using data and feedback gathered.
dnata Singapore would like to congratulate Stuart Hayman on his
promotion to Senior Vice President (SVP) Safety as of 1 February 2014.
Accompanied by dnata Manager Safety Culture Natalie Bamford and
dnata Senior Business Analyst Kraig Ellis, Stuart travelled during the
month of February to different dnata stations to interact and share with
dnata employees about the One Safety programme.
Stuart was in Singapore from 9 to 11 February, and paid a visit to the
Ramp & Baggage Services department and Cargo Services division
where he spoke to the staff about how the on-going process of One
Safety can cultivate the right safety mind-set and drive behavioural
changes that will minimise risk and cost for the company.
Tameen Nagi, one of the Safety ICONs selected to champion the One
Safety programme within dnata’s global network, was also in
Singapore that same week to set up safety steering committees in the
Customer Services department and Cargo Services division. Staff in
both departments also benefitted from Implementation Design
(L-R) dnata Singapore Management Trainee Herbert Guan, dnata Manager
Safety Culture Natalie Bamford, dnata SVP Safety Stuart Hayman, dnata
Senior Business Analyst Kraig Ellis, dnata Singapore Manager Safety
Bernard Sim, and dnata Singapore Management Trainee Wai Lynn.
Ready And Set For The 787 Dreamliner
Preparing the ground for Qatar Airways’ first Boeing 787 Our ramp and catering teams also took the opportunity to go on board
the Qatar Airways B787 when it was on static display at the Singapore
Dreamliner
As part of the preparations to handle Qatar Airways’ first B787
Dreamliner, dnata Singapore sent a ramp team to Doha from 3 to 5
March 2014 for training to be fully ready for the commencement of the
B787 operation. The Singapore – Doha route is the airline’s first route in
Southeast Asia to be using the B787 aircraft. Besides the B787
Dreamliner, Qatar Airways also operates its existing fleet of Boeing
777s on its Singapore-Doha sector.
Our ramp team in Doha training with Qatar Airways in handling the
B787 Dreamliner.
Airshow 2014 to familiarise themselves with its features as well as
operations such as loading/unloading and interior cleaning.
Practice does make perfect, and our team pulled off smoothly the
handling of the first commercial flight of Qatar Airways’ B787
Dreamliner to Singapore on 30 March 2014.
The dnata Catering Services and Ramp & Baggage Services management
teams with the B787 Dreamliner at the Singapore Airshow 2014.
03
COMMITMENT
The Big Ramp Up
6S helps Ramp & Baggage Services work better and faster
In the previous issue of Ground Scene, we featured the implementation
of the 6S initiative in the Ramp & Baggage Services (RBS) department.
The objective was to increase productivity, improve workplace
conditions, streamline work processes, and reduce man-hours and
costs. In this issue, we are proud to showcase the results achieved in
two different areas of the Ramp Control Office.
Ramp Key Control Office
Phase 1 improvements in the Ramp Key Control Office, where all
equipment keys are kept, featured a redesigned key press layout, a
live feed to track equipment movements and newly-drafted
procedure for key collection and return.
In order to enhance equipment utilisation, the collection and return
time for certain equipment has been standardised. Improvements
have been seen, as operators were able to easily return the
equipment keys immediately after their flight. We are excited about
the positive impact on productivity as we prepare for Phase 2, which
will further enhance the utilisation of equipment by positioning the
equipment in different zones.
Before - Key press layout before the implementation of the 6S initiative.
Ramp Flight-In-Charge (FIC) Office
The change in the Ramp FIC Office, where all FIC officers prepare their
pre- and post-flight reports was a welcome one, with feedback that it is
now easier to locate necessary documents, and up-to-date information
is more easily accessible. Workstations were cleaned and reorganised,
and all items were labelled carefully, while safety equipment, such as
the fire extinguisher, was placed in unobstructed, accessible locations.
A well-kept and organised work environment, be it the office or the
work site, is the first step in improving safety. With 6S in place, staff are
able to better focus on providing better quality service for our
customers, and this reduction of ineffective time also translates into
noticeable cost savings for dnata.
Before - Ramp FIC office workstation before the implementation of the
6S initiative.
04
After - The redesigned key press layout featuring standardised key labels.
After - A more organised and efficient workstation, where equipment is
labelled and in its proper place.
CLIENTS
A Lucky Start
Catering For The Military
dnata celebrates new catering partnership with Lucky Air
dnata and Air New Zealand join hands for chartered military flights
Lucky Air, a subsidiary of Hainan Airlines, has joined its parent company
on dnata’s catering roster. Under the new contract, dnata Catering will
supply hot meals to passengers and crew on board Lucky Air’s twiceweekly flights on Tuesdays and Saturdays.
Celebrating the welcome, dnata presented the crew of the inaugural
flight 8L 9896/9895 on 25 January 2014 with a cake to commemorate
the occasion.
To ensure that the inaugural flight went without a hitch, dnata Catering
and Lucky Air started their preparations well in advance. Both sides
began regular email correspondence tying down operational details and
making certain that Lucky Air was pleased with the meal presentation.
dnata Manager Food Production Han Hou
Ngei (second from left) welcoming the
crew of Lucky Air’s inaugural flight.
Expressing her gratitude
for our support, Lucky Air
In-flight Supplies and
Catering Administrator
Liu Xiang Qiong, said: “We
would like to thank dnata
for their support in the
implementation of our
new route. We look
forward to a mutually
rewarding partnership.”
In Search Of The Best
dnata’s takes its search for talent to the e2i Job Fair
While many may bemoan
the lack of manpower
impacting their service
delivery to customers
and operations, dnata
Singapore has decided to
take the proactive step in
recruiting the best local
talents that are integral
to our success.
In a bid to combat
the manpower squeeze,
dnata HR staff interviewing potential
candidates at our booth at the e2i Job Fair.
dnata participated in
the job fair organised by
e2i (Employment and Employability Institute) on 19 February 2014
promoting careers in dnata in the areas of Ground Services, Cargo
Services and Catering Services.
Meals being uploaded for SAF military personnel.
dnata is pleased to be supporting the Singapore Armed Forces (SAF)
when they recently sent military personnel overseas for training.
dnata serviced a total of 10 flights with two hot meals served on
board the chartered Air New Zealand flights to Queensland, Australia
between 2 October 2013 and 29 January 2014.
Drawing from past experiences of similar charters, the catering
operation was completed with military precision and efficiency. Air
New Zealand Chartering Manager, Maree Newman had high praise for
dnata, saying, “Your team delivered to the highest standard of
service, which made the catering side of things a breeze. Feedback
from the military has also been good.”
An Experience To Be
Savoured
Garuda Indonesia launches new First Class in-flight meal concepts
Often during a flight, the on-board service evokes the romance of
flying. In-flight meal service often brings out the culinary star
treatment to make the journey the best it can be. dnata has
partnered with Garuda Indonesia to develop a new dining concept to
improve the First Class passenger experience.
The newly revamped First Class in-flight meal service concept was
unveiled on 19 February 2014. It features a Chef on Board who will offer
personalised fine dining to provide the passengers with an exquisite sky
dining experience. Jointly hosted by Garuda Indonesia VP In-flight
Service Lou D’alessio, and dnata VP Catering Services David Bian, 40
special guests were treated to a delightful culinary meal experience.
Garuda Indonesia Sales and Marketing Manager Clarence Heng
shared, “dnata has shown professionalism and offered creative
solutions to support our operations. It is through their tremendous
team effort that has made this event successful”.
On finding talents that are a best-fit for dnata, VP Human Resources
Wang Poon Liang said, “dnata’s role is to promote sustainable
careers in Singapore aviation. Many jobseekers still look forward to
joining big aviation Multinational Corporations (MNCs)”.
This was achieved by our team of Human Resource personnel who
were always on-site to take queries on the various careers available
at dnata and response was encouraging, with many candidates
applying for positions across the various divisions.
dnata and Garuda representatives with guests at Garuda’s First
Class culinary experience.
05
CHECKING-IN@dnata
dnata Congratulates…
Chief Financial Officer
We bid a warm welcome to Ms Lok Pei San, our new Chief
Finance Officer
Vice President, Cargo
Congratulations to our new Vice President, Cargo
Services, Mr Jason Tan, on his promotion
An alumnus of Nanyang Technological
University (NTU), Pei San holds a
degree in accountancy and has more
than 14 years of experience in the
finance industry under her belt.
No stranger to dnata, Jason joined
dnata three years ago as a Senior
Manager in the Ramp & Baggage
Services department.
Prior to joining dnata, she was
Financial Controller (2007 - 2010) and
Chief Financial Officer (2010 - 2013) at
Goodpack Limited, where she lent her
leadership and expertise to the areas of financial management,
administration, business planning, accounting, budgeting, and
investor relations.
Pei San is married with two daughters, who are five and six
years old, and enjoys reading and watching movies together
with her family.
Promotion And Transfer
We are pleased to announce the following new appointments
to the Ground Services Team as of 1 February 2014:
Ms Lim Siew Cheng, new
Senior Manager of Operations
& Resource Planning
Prior to her new appointment,
Siew Cheng served as Senior
Manager Customer Services and
made valuable contributions to
the department during her time
there. Her new responsibilities
include
strategic
resource
planning for Ground Services and
overseeing the operational
liaison with CAG and CAAS,
and the establishment of dnata
Operations Control Centre (DOCC).
We are thrilled to congratulate
Desmond on his promotion to
Senior
Manager,
Customer
Services. Desmond joined the
company in 2011 and has held
the position of Manager,
Customer Services. With his prior
appointment as a manager,
Desmond brings a wealth of
experience to his new role.
Under his leadership, the department
achieved a 50% reduction in
incidents year-on-year and saw a
tremendous improvement in service
quality. This dedication to quality
and customer satisfaction is of great importance for the
company’s long-term success.
Jason assumed his new appointment from 12 March 2014,
and we look forward to his ability to meet and exceed the
expectations of our customers with the support of the rest of
the team.
Recognising Our
Rising Stars
In January this year, dnata launched the Najm award at
its Singapore station
dnata staff have shown commitment, great aptitude and
resourcefulness in ensuring that we deliver the promises our
partner airlines make to their customers. But to excel in customer
service takes much more than aptitude, and the Najm award looks
at how a positive attitude can also bring an impactful change to
the customer experience.
The Najm award is designed to promote the spirit of “going the
extra mile” to drive innovation and organisational improvement in
business areas such as process re-engineering, teamwork,
innovative solutions, cost savings and revenue generation.
On 18 February 2014, the Najm champions attended a workshop
headed by dnata Dubai representative, Anita Kalyani. Her
guidance provided clarity and direction in helping us refine and
improve the local Najm programme. Catering Services also
translated the Najm communication slides to Mandarin for their
Mandarin-speaking staff, so that all staff could easily understand
what Najm is about.
dnata hopes to recognise our employees through the Najm
programme. If you know someone who exhibits the positive
qualities we are looking for and deserving of the Najm award,
nominate them today!
Mr Desmond Ho, new Senior
Manager of Customer Services
dnata “champions” at the Najm workshop on 18 February 2014.
06
CHECKING-IN@dnata
(Left) CEO Mark Edwards taking queries at
the dnata booth during the 8th Asian Ground
Handling International Conference in
Bangkok.
(Above and right) After attending the 8th Asian Ground Handling International Conference, dnata representatives and customers relax to the night view of
Bangkok City from the Vertigo Moon Bar.
We say farewell to Maria Teo (middle, holding flowers) after 36 years of service with dnata.
Albert Lim receives a momento from CEO Mark
Edwards in recognition of his 35 years of service.
This quarter, we welcome more than 70 new personnel to the Customer Service Department
as we look to build a talent pool to serve our partner airlines and their customers better.
Look out for the sleek new dnata safety car at
Changi Airport as it makes its rounds to spread
the safety message!
07
CHECKING-IN@dnata
Compliments From The Heart
Ground Services Division – Customer Services
Appreciation from Finnair
Complimented for excellent service demonstrated while helping a customer in distress
at the check-in counter.
At first glance, it is clearly evident that Harbans is really passionate about his job;
he is engaged and committed to doing it well. I would like to thank him immensely
for the excellent quality of service he provided.
- Finnair Passenger Kiren Kaur
Customer Services Senior
Supervisor Harbans Singh
Appreciation from Jetstar
Complimented for booking the next most suitable flight and arranging accommodation
for the passenger within minutes when a passenger’s flight was delayed and rerouted.
In all my travels across Australia, the US, Europe and Asia, I have rarely
experienced service with the efficiency and courtesy demonstrated
by Ms Mehroon. She was wonderful; she handled everything with grace and
a smile, which I will always remember.
- Jetstar Passenger John Gilmour
Customer Services Officer
Mehroon Khathu
Appreciation from Qatar Airways
Complimented for doing a good job in changing a customer’s flight to a later one
the following day so that he could travel together with his family.
A job well done and heaps of compliments to Syaza!
- Qatar Airways Passenger Abdul Shakuro
Customer Services Assistant
Nur Syazaratul Filzah
Ground Services Division – Ramp & Baggage Services
Appreciation from China Airlines Cargo
Complimented for efficiently handling the cargo for flight CI5884 with care.
Thanks to the team for all the effort put in to off-load the cargo
with extra care.
- China Airlines Cargo
Part of the Ramp & Baggage Services
team servicing China Airlines Cargo
Appreciation from dnata
Complimented for his quick response to a fire breaking out from a sky-loader, preventing
a major incident.
Fire can spread wild within minutes and can end with catastrophic consequences.
Muhd Rahmat’s quick reaction to contain the fire with the nearest fire
extinguisher resulted in minimal damages, down time and no major issues.
- Manager Safety, Bernard Sim
08
VP Ground Services Daniel Banens
(left), with Equipment Operator
Muhammad Rahmat Bin Hussain