October 2014 - dnata Singapore

OCT 2014
GROUND SCENE
A publication by dnata Singapore Pte Ltd | MCI (P) 206/07/2014
06
Honed by
Pride and
Passion
10
PRIVATE AVIATION
SERVICES CELEBRATES
FIRST SUCCESSFUL YEAR
14
BETTER AND
FASTER WITH 6S
15
HONOURING
COMPASSION,
SINCERITY
AND SAFETY
The Heroes Behind
Airplane Feasts
FEATURE
GROUND SCENE 2
The Heroes
Behind Airplane
Feasts
Mealtime on the plane is the highlight of many a passenger’s journey. But few
are aware of the intricacies required to create and produce a quality meal, taking
it from the mind of the chef to the palate of the passenger, on time and to the
person’s taste. Ground Scene takes a peek behind the scenes at the role dnata’s
Catering Services division plays in ensuring that no flight takes off without fine
meals delivered!
It would be a sad waste of opportunity to eat badly
“….To my surprise, I really enjoyed the dinner you
served on the flight. I must admit I hadn’t expected
the meal in Economy Class to be of this quality ….”
dnata Executive Chef Christian Bruhns smiled as he
shared this passenger’s compliment with us during
the interview. This tiny gesture of appreciation from
a passenger is a big pat on the back not only for him
and his team in the kitchen, but for every colleague
working at the Catering Services division.
What first strikes you when you meet Chef Bruhns is
his high energy and display of focused determination.
He does, after all, head a kitchen charged with
satisfying the appetite of airline passengers every day,
all year round. He also needs to motivate his team,
a whole cast of players who have to focus on their
individual roles and play their parts to perfection for
each flight’s meals to be prepared well and delivered
on time for its scheduled departure.
Being a food psychic (and expert)
Since what passengers see from all the hard work
that goes on behind the scenes is only the food itself,
Chef Bruhns and his team carry the weight of every
passenger’s expectations on their shoulders.
“As we are dealing with a lot of international airlines,
we need to have relevant food knowledge from
different countries and also be a bit of a mind reader
because the airlines and passengers would expect
Publisher
dnata Singapore Pte Ltd
50 Airport Boulevard
Singapore Changi Airport
Singapore 819658
us to know what they want,” says Chef Bruhns who
worked in different countries within the hotel industry
for more than 26 years before joining dnata in 2012.
Our day may be structured around the traditional
three meals, but Chef Bruhns’ days are anything
but typical. Creating meals, food preparation, staff
schedule changes and special requests from airlines
ensure that there is always a new twist. Every menu
lineup is unique to each airline and each flight.
The menu is dependent on each flight’s departure
destination, where it is bound and the profiles of the
passenger on board. Obviously, the airline catering
business hinges on a high level of customisation to
meet these demands.
“This is a thing all of us do
unconsciously. If we go out
for dinner, we turn on our
analytical minds on the latest
food trends that restaurants in
town are serving. If we travel,
we take the opportunity to
expand our palate by trying
new flavours. ”
– Chef Bruhns
Key to dnata’s catering values are creativity and
customer satisfaction, and delivering to that requires
constant awareness of the pulse of things. “This is
a thing all of us do unconsciously. If we go out for
dinner, we turn on our analytical minds on the latest
food trends that restaurants in town are serving. If we
travel, we take the opportunity to expand our palate
by trying new flavours. It is an occupational hazard
but one that we fully embrace – afterall, how tough
can it be to be surrounded by good food?” adds the
44-year-old German with a grin.
Passengers today demand increased variety and the
growth in the popularity of global cuisine has led
to an exponential increase in aficionados of good
Telephone:
(65) 6511 0288
Facsimile:
(65) 6542 6604
Email:
commercial@dnata.sg
Website:
www.dnata.sg
Editorial Committee
Tan Toi Chia
Isabell Tay
Joann Goh
David Chew
Official Photographers
Kong Chong Yew
Ground Scene is published
quarterly by dnata Singapore
Pte Ltd.
Copyright of the materials
contained in this magazine
belongs to dnata.
Views expressed may not
necessarily be those of
dnata. All rights reserved.
All information is correct at
time of printing.
FEATURE
“The Purchasing department
plays an important role in the
catering supply chain and are
crucial partners to the chefs in
supplying them with the best
ingredients.”
OCTOBER 2014 3
cuisine. With the information gained during their own
personal feasting time, Chef Bruhns and his team find
ways to incorporate new ideas, taste and methods
of food preparation into flight meals. The personal
touch is but one of the many value-adds that the
dnata Catering team brings to the airline customers
and their passengers.
that after cooking, the food is left outside where the
quality degenerates. Immediately after the cooking
process is complete, the cooked food is sent straight
to the chiller for at least six hours at four degrees
Celsius to seal in the freshness and flavour of the
food. Afterwards, the food is individually portioned
out to the trays and chilled for a further six hours.
This customer focused attitude can also be found
in other members of the team, such as Chief Baker
Edward Lee. Finding himself besieged with requests
for new varieties of bread regularly, Edward also
constantly sources for new ideas and recipes to
recommend to the airline customers and their
passengers.
Four ingredients in a healthy relationship
Before a meal materialises, the right ingredients in
the right quantity must be available at the right time
for Chef Bruhns and his team to work their magic.
Enter the Purchasing department. Because every
airline has different requirements for its meals, dnata
ensures that its kitchens are well equipped and have
access to a good number of reliable suppliers to cater
to all needs. “The Purchasing department plays an
important role in the catering supply chain and are
crucial partners to the chefs in supplying them with
the best ingredients,” says Purchasing Executive
Alyssa Goh.
“Just as each ingredient and step in the process of
making bread serve a distinct purpose, we also make
the best effort to recommend an ideal match of bread
choices according to the type of meal selected by
the airline for a particular flight, not just the newest
fad in the market. A complementary bread starter
does really start the meal on the right foot,” he adds.
The shorter the chain between raw food and fork,
the fresher it is
Keeping the freshness of the bread is important to
Edward and timing the baking of the bread is kept
tightly to schedule and as close to the flight departure
time as possible. “You will find many tips on the
Internet on how to keep bread fresh for longer. For
us, the freshness comes from baking the bread as
close to the consumption time as possible so that the
product can be as crusty and tender while in flight,
as though it was fresh from the oven.”
Freshness of the meal is maintained through ensuring
the safety and hygiene of the large quantities of food.
This is achieved through adhering to strict procedures
and keeping to high standards throughout the
cooking and storing process.
“After all the effort we have put in to ensure great
flavours, the last thing we want is for passengers to
fall ill from eating our food. To make sure that the
food remains fresh and safe for consumption, we
practise this process called cook-and-chill to prevent
bacteria from growing,” Chef Bruhns points out.
Because of the large quantities required to be uplifted
onto the aircraft, meals for flights are prepared 14
hours in advance. This, however, does not mean
“Because freshness is paramount, we get the
suppliers to deliver either on the day itself, or by
the following day,” Alyssa adds. Given the size of
operations, about 80% of the goods are purchased
in bulk and delivered by the truckloads by dnata’s list
of trusted suppliers.
Reliance on the timely delivery of fresh ingredients
sustains the main part of the catering operations.
However, dnata also maintains a fully stocked pantry
for contingencies and as a form of (food) security,
and in anticipation of special requests from airline
customers. “Maintaining the stock in an industrial
kitchen is not unlike keeping the home pantry well
stocked. We also need to make sure that there are
items we can fall back on in the event of a shortage of
ingredients. It is good to know that we have a backup
somewhere,” Alyssa laughs.
Every now and then, the Purchasing department will
get a special request that could be a little tricky, such
as a one-litre bottle of non-alcoholic Singapore Sling,
caviar or Alaskan king crabs. This usually happens
when an airline wishes to mark a special occasion
or on festive periods such as the Lunar New Year or
Christmas. This is where the Purchasing team flexes
its sourcing creativity and goes the extra mile to
secure these items. The chefs then step in to provide
expert appraisal on the quality of such items.
FEATURE
Some requests however are related to dietary
restrictions, and the team places strict emphasis on
upholding these standards. dnata’s catering kitchen
is certified Halal by Majlis Ugama Islam Singapura
(MUIS), also known as the Islamic Religious Council
of Singapore. Halal stocks are only procured from
certified suppliers. The same standard is applied to
imported kosher ingredients.
One ring to rule them all
While the work of every department within the
Catering Services division is interconnected, no
department links all teams as comprehensively
as Catering Operations. “Catering Operations acts
as the nerve centre, coordinating all movements,
from the minute the airline rings in an order for a
flight,” Operations Assistant Manager Simon Cheng
points out.
“We are central control for all the catering needs
of our airline customers. From ensuring that every
flight gets the right meals in the right quantity, to
preparing dry goods, newspapers and magazines
for the flight, we are in the know of everything that
revolves around the aircraft at any one time. More
importantly, we execute everything efficiently so that
our meals do not hold up the flight and passengers
depart as scheduled,” Simon elaborates.
On-time performance is vital, which is why ground
work to get the meals on board a flight usually begins
one to one and a half hours before the flight arrives.
This covers packing of meals onto meal carts, security
checks and delivery to the aircraft a mere 15 minutes
before departure.
GROUND SCENE Aviation and airport security has been a matter of
concern for civil aviation for many years and this also
applies to the food that is uplifted onto the aircraft.
Changi Airport maintains stringent measures to
ensure that meals and meal carts are checked for
any illegal items and security breaches before the
meal carts are sealed for loading. “Security is of
the essence. The measures may be repetitive for us
at various checkpoints before we can successfully
load the meal carts on, but we acknowledge and
appreciate that they are necessary for the safety of
the flight and its passengers. These days, sticking to
our security policies is more important than ever,”
Simon emphasises.
Cooking is like love - enter with abandon, or not
at all
“You need to have the heart and passion to serve,
cook and eat. Satisfaction comes when the food that
we have prepared receives praise and is enjoyed by
the people around you. This principle is the same in
any food industry, be it the hotel or an airline. Every
day, I instil in my team the importance of taking pride
in what we do,” Chef Bruhns shares.
There is no one star player - the whole team is
dependent upon each other to win or everyone sinks
together. This is the camaraderie that can be found at
dnata’s Catering Division, where Chef Bruhns and the
many unsung heroes work to high standards to get
the seemingly simple meal tray on board a flight on
time. One thing is for sure, the ingredient that seems
common to them all is the passion to serve nothing
but one’s very best, every single day.
4
“Security is of the essence.
The measures may be repetitive for
us at various checkpoints before
we can successfully load the meal
carts on, but we acknowledge and
appreciate that they are necessary
for the safety of the flight and its
passengers.”
FEATURE
OCTOBER 2014 Number Nuggets
about dnata’s
Catering Services!
Current number
of airline clients:
Total Number
of kitchens:
Type of kitchens:
22 7
Vegetables; Butchery; Cold; Hot; Oriental
(Chinese, Japanese and dim sum); Malay and
Indian; Pastries and Bakery
Biggest kitchen:
Number of chefs:
Number of meals prepared per day:
More than
180
More than
Average quantity of cooking oil used
per week:
Average quantity of meat purchased
per week:
litres
tonnes
Cold, 3-4 times
the size of a
4-room HDB
flat; about 50
employees
Bread baked per day:
15,000
3
20,000
250
Average quantity of chicken leg
cubes purchased per week:
Average quantity of eggs
used per week:
Average quantity of rice
used per week:
Average quantity of fresh vegetables
used per week:
Average quantity of seasonal fruits
used per week:
Average quantity of flour
used per week:
More than
rolls
1
tonne
4,500kg
3,000
2,500kg
10,000kg 2,800kg
5
TURNING THE SPOTLIGHT ON
GROUND SCENE 6
Honed by
Pride and
Passion
Their careers may have taken off from different bases, but Garuda Indonesia’s
Sentot Mujiono and Delta Air Lines’ Yeoh Hock Thye share something that makes
them successful leaders for their airlines’ operations in this region — great pride in
their individual airlines. Ground Scene spoke to them and found out why they have
every reason to feel this way.
A non-industry observer could be forgiven for thinking that Garuda Indonesia, the flag carrier of Indonesia,
and Delta Air Lines, based in Atlanta, US, do not have much in common. However, not only are they
both members of the SkyTeam alliance, but both have also reinvented themselves successfully after
experiencing great difficulties in various ways.
Delta Air Lines is a founding member of SkyTeam with Air France/KLM, Aeromexico and Korean Air in 2000.
Garuda became the alliance’s 20th member in March 2014.
Sentot Mujiono,
Vice-President,
International
Region-I
Sentot Mujiono,
Vice-President,
International
Region-I
“Garuda Indonesia will soon be offering a new service
between Singapore and Jakarta, with a dedicated
aircraft and crew on the route, and preferred handling
on arrival”, says Sentot.
The service forms part of Garuda’s strategy for
the short to medium term: expanding its regional
network with new routes and added frequencies,
Sentot reveals. Garuda currently operates more than
80 weekly flights out of Singapore to Jakarta, Bali and
Surabaya with the Jakarta-Singapore sector being its
fastest growing international route.
“As the aviation industry continues to grow, we
aim to remain competitive and forge strategies
focused on delivering valued service to passengers.
In recent years, we have made enormous progress
in our transformation across our safety, product and
frontline service standards and we will continue to
build on what we have achieved. These wide ranging
initiatives include having a revitalised aircraft fleet,
new in-flight product, a fresh corporate identity, and
expanding our regional and international network
further with new destinations in and beyond
Indonesia to support the needs of the market,” Sentot,
who has been with the airline for 27 years, states
with great pride.
Global reach
In his role, Sentot has to “capitalise on this region’s
strong growth potential and grow Garuda’s stake in
the regional air travel market, focusing on Brunei,
India, Laos, Malaysia, Myanmar, the Philippines,
Singapore, Sri Lanka, Thailand and Vietnam”.
By becoming SkyTeam’s 20th member, Garuda now
has access to the alliance’s 1,064 destinations in
more than 170 countries around the world and can
offer customers a global reach with a seamless
and even more convenient travel experience,
he explains.
“We always ensure that our
passengers receive service
that we would expect for
ourselves, and this certainly
includes excellent ground
handling support.”
Born again success
Just less than 10 years ago Garuda suffered a setback
to its reputation and, like all the other Indonesian
airlines, was banned from flying into the Eurozone for
two years due to safety concerns. After the ban was
lifted in July 2009, thanks to improvements the airline
made, Garuda launched a 5-year strategy dubbed
the “Quantum Leap”. This involved a massive fleet
rejuvenation and expansion programme, increase in
flight frequencies, and an enhanced route network.
By 2010, Skytrax, a prestigious London-based global
airline review and ranking consultancy, voted Garuda
Indonesia the world’s most improved airline.
TURNING THE SPOTLIGHT ON
Various forms of recognition have since been pouring
in, such as being named Best in Region: Asia and
Australasia by the Airline Passenger Experience
Association (APEX) in 2013. A year before that,
Skytrax recognised Garuda as The World’s Best
Regional Airline and The Best Regional Airline in Asia.
Most recently it clinched 7th position in Skytrax’s list
of World’s Best Airlines 2014.
A good ground handling partner is of paramount
importance to Garuda’s full-service experience, says
Sentot, who points out that Garuda has chosen dnata
as a partner in in Singapore for the past 35 years. “We
always ensure that our passengers receive service
that we would expect for ourselves, and this certainly
includes excellent ground handling support.”
A role to play
Sentot, who’s married with two children, joined
Garuda as a reservation control department officer
before the airline was publicly listed. Explaining
why he has stayed with the airline through its many
transitions and changes, he says: “Garuda Indonesia is
playing an important role in Indonesia’s development.
It is bridging the gap in air transportation in Indonesia
(referring to the inadequacy of air routes previously).
It is now becoming a global player especially because
it is now part of the SkyTeam alliance. This means
Garuda Indonesia is now able to offer customers
global reach with a seamless and even more
convenient travel experience, while at the same time
establishing Indonesia firmly on the map of global
air travel.”
Looking ahead, he speaks enthusiastically about
building on Garuda’s promise to deliver exemplary
service and the most differentiated pre-flight and
on-board experience to customers through its ‘Garuda
Indonesia Experience’, a service concept blending
Indonesia’s warm and gracious hospitality with the
airline’s professional service.
Yeoh Hock Thye,
Director, Singapore,
Indonesia and
Malaysia,
Delta Air Lines
Spreading the word about how Delta has evolved
spurs Hock Thye on. Improvements and investments
in its hardware, service and infrastructure in recent
years have made the airline “on par, if not better, than
a lot of airlines, even Asian ones”, Hock Thye believes.
“Our primary focus is building up the brand so
people will recognise that our product and service
are as good as any out there and be willing to pay a
premium for them,” he continues, adding that many
people have the misperception that US airlines are
not as good as Asian ones.
In fact, Delta now offers PTVs (personal television)
in all classes on all its international routes and its
domestic flights either offer this or free entertainment
OCTOBER 2014 7
via paid wi-fi access, he points out proudly. Its
Business Class seats convert into fully flat beds and
there are only four seats in a row, which means every
passenger has direct access to an aisle — something
many rivals do not match.
he knew nothing about aviation, he recalls with
amusement. He later joined Delta as a Finance
Manager before becoming General Manager for
Singapore, Indonesia and Malaysia, and then Director
from June 2014.
Remarkable resurrection
It was less than a decade ago that Delta, like all
the other major US network carriers, found things
financially challenging. “One of the fundamental
changes that influenced the aviation industry was
the formation and rise of low-cost carriers,” Hock
Thye, who has been with Delta for 20 years, says.
Caring airline
Married with three daughters, Hock Thye has
remained with Delta because the aviation industry is
“exciting and I’ve also had the opportunity to develop
my career”. The airline “takes care of its staff”, he
emphasises, noting that this is a major reason Delta,
which has nearly 600 employees in Singapore, sees a
low staff turnover figure “in the single digit”.
“Most of the network carriers find themselves in
a changed market situation. As a result, all the US
network carriers went into Chapter 11 (declared
themselves insolvent),” he explains. Three major
network airlines — Delta among them — emerged
after consolidation within the industry, and cost
restructuring. The Delta/Northwest merger in April
2008 was the first major industry merger and it gave
Delta unprecedented network expansion and a reach
the two airlines individually did not have previously.
For someone in his role, Hock Thye believes the ability
to work with all levels of staff and people, and to be
open-minded and goal-focused are important.
Since then Delta has had significant achievements,
such as being named 2014 Airline of the Year by
Air Transport World, and topping Fortune’s Most
Admired Airlines list three years out of four, including
2014. A prestigious passenger survey by global
market research company J.D. Power ranks Delta
second best US airline after Alaskan Airlines.
“Our primary focus is
building up the brand so
people will recognise that
our product and service
are as good as any out
there and be willing to pay
a premium for them,”
Strong partnerships
He believes Delta’s strong joint-venture partnership
arrangements with Air France/KLM on trans-Atlantic
routes contribute significantly to its successful
rebirth. The partners share revenue and costs equally
and use the other’s sales staff and reservations
centre in each respective continent. Additionally,
the partnership allows for similar pricing, inventory
management and alignment of flights.
Because of its huge network and the multiple
connections a passenger needs to make from say,
Singapore to Jacksonville in Florida, US, Delta needs
to have its planes departing on time, so a good
ground handling partner at every airport, such as
dnata in Singapore, is critical”, says Hock Thye. “Our
focus is on On-time Performance (OTP) for arrivals
and departures with bags – and that’s the role the
ground handler plays for us,” he adds, explaining that
its hub in Atlanta is the world’s busiest airport, with
more flights a day than Changi Airport in a week.
Though he speaks with great passion about aviation
now, Hock Thye actually got into the industry by
chance because Singapore Airlines was the first
to offer him a job after he graduated! At the time
Yeoh Hock Thye,
Director, Singapore,
Indonesia and Malaysia,
Delta Air Lines
PHOTO GALLERY
GROUND SCENE 1
8
2
Singapore Selection vs Juventus
Football Club, Singapore Sports Hub,
Singapore (16 August 2014)
1. It is Singapore’s finest, Singapore Selection, against
Italian Serie A Champions, Juventus Football Club!
Who will prevail as winners?!
2. The match between Italian Serie A Champions,
Juventus Football Club, and Singapore’s Singapore
Selection, afforded a great occasion for bonding
and camaraderie between senior staff members
of Garuda Indonesia and dnata, the airline’s strong
ground handling partner for the past 35 years.
Najm Awards, dnata Auditorium,
Singapore (13 August 2014)
3. The Najm Awards this quarter saw a total of one
Gold Award, one Silver Award, two Bronze Awards
and 38 Merit Awards winners. Congratulations to all
winners!
3
Stefanie Sun’s Kepler World Tour
concert, Singapore Sports Hub,
Singapore (5 July 2014)
4. Singapore’s home-grown Mandopop queen,
Stefanie Sun, gave a riveting performance at the
first concert held at the Sports Hub to the great
delight of the audience, among whom were
senior staff members of dnata and its customer
airlines. The concert was part of Stefanie’s Kepler
World Tour.
4
5
Hair for Hope, Changi Simei Community Club,
Singapore (15 June 2014)
5.
6
7
To make a bald statement, five dnata staff, (in blue, from
left to right) including Mohamed Adil from Technical
Services; Derek Tan from IT Services; and Jomany from
Operations & Resource Planning, shaved their heads as
part of Hair for Hope. In total, dnata raised S$4,500 for
the Children’s Cancer Foundation.
Volunteer event – House painting, Singapore
(22 August 2014)
6 & 7. dnata participated in ‘Paint the Town Red’, a volunteer
project that provides a paint job makeover for elderly or
needy families. On 22 August 2014, dnata staff helped
two homeowners to paint their homes. Volunteers from
dnata started the day early by cleaning the house and
moving furniture to make space for a new coat of paint
to go on the walls, ceilings and even the doors. Group
pictures before they started moving!
8
9
8.
Wang Poon Liang, Vice President, Human Resource, dnata
Singapore, presenting shopping vouchers to one of the
homeowners.
9.
Mark Edwards, Chief Executive Officer, dnata Singapore,
and Wang Poon Liang, Vice President, Human Resource,
dnata Singapore presenting a hamper to the other
homeowner.
PHOTO GALLERY
OCTOBER 2014 9
11
10
12
Dining at Singapore Flyer, Singapore
(1 August 2014)
10.Diners from the first capsule, left to right: Mohd
Yunos Ishak, Airmark Aviation; Noryate Abd Rahman,
Emirates; Suraya Sukiron, Swiss International Airlines;
Nathan Vellasamy, DHL; Rohaini Hussain, Saudi
Arabian Airlines; Tan Toi Chia, dnata Singapore; Lok
Pei San, dnata Singapore; Ho Eng Lee, Hong Kong
Airlines; and Velvarie See, dnata Singapore.
11.Diners in the second capsule, left to right: Daniel
Banens, dnata Singapore; Loganathan Velaitham,
AirAsia; Richard Chan, Golden Myanmar Airlines;
Isabell Tay, dnata Singapore; Yeoh Hock Thye, Delta
Airlines; Dominic Vallado, Cathay Pacific; and Abdul
Malik Bin Abu Bakar, Airmark Aviation.
12.dnata’s staff and treasured customers bond with
one another over a delightful dinner with wine,
overlooking a magnificent skyline of the city, all in the
comfort of a spacious and private capsule.
New airport buggy design
13.Check out our airport buggies! They now sport dnata’s
brand colours!
13
Celebrating Hari Raya, Singapore
(28 July 2014)
14.New dnata staff put on the traditional kebaya on
one of their training days to celebrate Hari Raya
with our Muslim colleagues.
15.Simple everyday items were also used in our
celebrations! Here, corporate ribbons are folded to
look like ketupats!
14
15
Ice Cream & Popcorn day for Changi
Partners, Singapore (25 June 2014)
16.Daniel Banens, Vice President of Ground Services,
dnata Singapore (second from left) joins in on the
Ice cream & Popcorn day with dnata Customer
Service team. This initiative by the Changi Airport
Group aims to show appreciation the efforts of the
airport partners.
17.Yum yum, ice cream! dnata’s customer service
agents enjoying their tasty treats during their breaks.
16
17
SPHERE OF INFLUENCE
GROUND SCENE Happy
Birthday!
dnata’s Private Aviation Services
celebrates its first successful year of
operations.
It has been a fruitful first year for dnata’s Private
Aviation Services (PAS). To celebrate the efforts of PAS
staff, dnata held a celebration over lunch on 25 July
2014. The celebration was hosted by Daniel Banens,
Vice President, Ground Services, dnata Singapore,
and Tan Toi Chia, Vice President, Commercial, dnata
Singapore.
dnata has been handling business and general
aviation as part of the full suite of ground handling
services it provides in Singapore. In recognition of the
discerning and unique needs of business and general
aviation handling, Mark Edwards, Chief Executive
Officer, dnata Singapore together with Tan Toi Chia,
Vice President, Commercial, dnata Singapore, mooted
the idea and set the ball rolling for a dedicated Private
Aviation Services team to be set up. Today, PAS is fully
equipped with a complete suite of equipment that
enables it to excel in all aspects of ground handling
operations. PAS is a champion in upholding excellent
customer services, and is always going the extra mile
to better understand and meet the bespoke needs of
private aviation passengers and crew. On the back of
outstanding service delivery, the team has received
very positive feedback from flight coordinators, crew
and passengers alike on their service standards.
Aiming to provide a level of hospitality that would rival
any five-star hotel, the PAS team continues to meet
and exceed the expectations of private jet handlings
at Changi.
Working as a team to handle private jets, big and small.
One More Star for Air Mauritius
National carrier awarded 4-Star status by SKYTRAX.
Air Mauritius, a leading airline in the Indian Ocean, is now a 4-Star carrier, as
awarded by SKYTRAX, a United Kingdom-based commercial airline review and
ranking site. This new 4-Star status makes Air Mauritius one of the top 50
carriers in the world.
A 4-Star rating is a seal of quality approval that recognises airlines for delivering
all-rounded and outstanding performance, such as excellent and consistent
product standards across different travel categories, as well as impeccable
service both in the airport and the cabins.
Enhancing service quality levels also means working closely with dnata. As the
ground handler in Singapore for Air Mauritius, dnata partners the Mauritian
airline to impress passengers with immaculate service, efficient baggage
handling and on board delicacies.
Appalsamy (Dass) Thomas, Chairman of Air Mauritius, says, “This award is a
testimony to all the great work accomplished over the years by the board,
management and team members. Thank you! Now, we need to sustain the
improvements and continue to deliver value to our customers in this highly
competitive industry.”
Edward Plaisted, Chairman of SKYTRAX, presenting the 4-Star carrier status to Appalsamy
(Dass) Thomas, Chairman of Air Mauritius and André Viljoen, Chief Executive Officer of Air
Mauritius at the Swami Vivekananda International Convention Centre.
10
SPHERE OF INFLUENCE
OCTOBER 2014 Continuing Our
dnata successfully renews catering contract with Garuda
Indonesia.
Great Partnership
1
For more than 35 years now, dnata has been working closely with Garuda
Indonesia, providing them with tantalising in-flight delights and other ground
services. In February 2014, dnata’s catering team even introduced new First
Class in-flight meal concepts to satisfy the palates of Garuda Indonesia’s
passengers. This great partnership between dnata and Garuda Indonesia will
continue with the successful renewal inked by both parties.
To further the working relationship, David Bian, Vice President, Catering
Services, dnata Singapore, Bhaskar Hatangadi, Manager, Finance (Food and
Beverage), dnata Singapore, and Ngiow Yoon Kean, Senior Manager, (Catering
Operations), dnata Singapore, paid a visit to Garuda Indonesia in Jakarta.
Both David and the team were warmly hosted by Edward Okky Avianto, Vice
President, Business Support and General Affairs, Garuda Indonesia, as well as
Angga Herysah Putra, Procurement Analyst, Garuda Indonesia.
01 _ The Garuda Indonesia team visited
dnata’s catering facilities on 7 May 2014 for a
meal presentation. From left to right: Bhaskar
Hatangadi, Manager Food and Beverage, dnata
Singapore; Peter Soselisa, Station Manager
Singapore, Garuda Indonesia; Lou John D’Alessio,
Vice President In-Flight Service, Garuda
Indonesia; Sentot Mujiono, Vice President Region
Southeast Asia, Garuda Indonesia; David Bian,
Vice President, Catering
2
02 _ David Bian, (first from left), and Bhaskar
Hatangadi, visited the Garuda Indonesia team in
Jakarta and were hosted by Edward Okky Avianto,
Vice President, Business Support and General
Affairs,Garuda Indonesia, and Angga Herysah
Putra, Procurement Analyst, Garuda Indonesia.
The Garuda Indonesia team comprising Lou John D’Alessio, Vice President,
Sentot Mujiono, Vice-President, International Region-I, Eddy Soemartono,
Finance Controller Area Asia, Peter Soselisa, Station Manager of Singapore,
In-Flight Service, as well as also visited dnata’s catering facilities on
7 May 2014 for a meal presentation.
With this renewed catering partnership, dnata looks forward to a strong
relationship with Garuda Indonesia to continue our cooperation for many
more years to come.
Better Productivity, Better Jobs
Higher budget for productivity and jobs for aviation industry announced at Aviation Community Reception 2014.
Productivity for the aviation industry is set to take off to greater heights
following plans announced by Lui Tuck Yew, Minister of Transport,
at the Aviation Community Reception (ACR) 2014 at CHIJMES Hall on 18
July 2014.
Minister Lui revealed that the aviation industry would receive $100
million to boost productivity in various areas of operations. These include
adopting new airport equipment, developing innovative solutions to ensure
long-term sustainability, and enabling industry partners to diversify their
business offerings.
Other than the announcement of increased funding to enhance productivity,
the Aviation Manpower Development Memorandum of Understanding
(MOU) was also signed at the ACR 2014. Under this MOU, ground handling
jobs will be redesigned to attract more Singaporeans to these roles. The
ground handling environment will be improved, and airport staff can also
expect to see their wages rise progressively. Above all, this MOU will help
ground handling businesses such as dnata attract, develop and retain talent
through various workforce training and development programmes.
Mark Edwards, Chief Executive Officer, dnata Singapore, said, “dnata is glad
to have worked with the Civil Aviation Authority of Singapore and its partners
on a pilot job redesign programme targeting supervisory jobs to attract more
talents into the sector. This programme will have a positive effect in the
long run.”
11
SPHERE OF INFLUENCE
GROUND SCENE “Hello,
Jakarta!”
dnata prepares canapés and champagne
to commemorate Air France’s inaugural
flight from Singapore to Jakarta.
On 10 July 2014, Air France flew, for the first time,
from Singapore to Jakarta. As the ground handler for
the French national carrier, dnata prepared and served
up a wide variety of canapés, coupled with champagne,
at the departing gate for the inaugural flight.
For over 30 years, dnata has been providing Air France
with impeccable and scrumptious delights, fast and
efficient cargo, baggage and ramp services, as well
as courteous and sincere customer service. Following
the inaugural flight from Singapore to Jakarta, dnata
remains more committed than ever to Air France, and
will carry on supporting the French national carrier while
it continues to increase its presence in the Asian market.
New Partnership to
Improve Efficiency
Sage Parts to provide better and faster replacement parts
to dnata following new collaboration.
dnata Singapore is set to be more efficient in its ground handling services following
a partnership that was signed with Sage Parts on 1 July 2014.
Under this new partnership, Sage Parts, the world’s leading supplier of replacement
parts for Ground Service Equipment (GSE), will support dnata with replacement
parts from their new stand-alone facility at Singapore Changi Airport. More than just
dispensing replacement parts, the new facility will manage Sage Parts’ inventories
and provide dnata with an extensive array of other support services.
With Sage Parts located in the vicinity, dnata will gain easy access to high quality
replacement parts, thus enabling rapid and efficient running of dnata’s ground
support operations.
Mark Edwards, Chief Executive Officer, dnata Singapore, says, “Partnering Sage
Parts is a smart approach because they bring to the table a level of expertise and
experience in securing the right GSE replacement parts for us to maintain and service
our GSE. With Sage Parts, dnata can ensure our GSE are always in their optimal
condition for us to deliver quality service to our airline customers.”
To commemorate this newfound partnership, the board and management members of
Sage Parts and dnata went for crab feast at a famous local restaurant.
Mark Pollack, President and Chief Executive Officer, Sage Parts, says, “The
opening of our new facility in Singapore and working with dnata Singapore
represent our ongoing and continually expanding global commitment to provide
replacement parts via state-of-the-art facilities strategically located onsite at
airports. This eliminates waiting time for the delivery of parts while dramatically
reducing the potential for costly equipment downtime.”
12
BEHIND THE SCENES @ dnata
OCTOBER 2014 13
It’s Another “A”!
dnata receives yet another “A” grade at Food Safety Awards Night 2014.
This year, dnata was, once again, awarded another
“A” grade at the Food Safety Awards Night 2014, an
award ceremony that seeks to recognise the efforts of
licensed food manufacturers in upholding food safety
excellence.
Licensed food manufacturers who achieve the “A”
grade for five consecutive years will obtain the Food
Safety Excellence Bronze Award. The Silver Award
requires 10 consecutive years, while the Gold Award
requires 15 consecutive years of receiving the “A”
grade.
David Bian, Vice President, Catering Services, dnata
Singapore, says, “We are very honoured to receive the
“A” grade for another year. Receiving the award for the
19th time in a row definitely speaks volumes about
the hard work and efforts that the catering services
team has put in to uphold the high food safety
standards that we have been known for. I sincerely
thank our in-flight catering team for its unyielding
effort to ensure the meals we provide to our airline
customers and their passenger are both tasty and safe
for consumption.”
Tan Siew
Ye
Singapore n, Manager, Qualit
Keong, Ch (right), receives th y Assurance, dnat
a
e
ai
Authority rman, Agri-Food award from Koh So
and Veter
of Singap
o
inary
ore.
1
1
2
Successful Deployment
at Iraqi Airport
4
3
5
The Sweet Taste
of Promotions
Outstanding dnata employees promoted
and received jars of cookies.
At dnata, employees who consistently excel at work
are recognised rewarded. On 6 August 2014, at the
dnata auditorium, a total of 122 employees were
promoted, making it the largest promotion exercise
ever in dnata.
To make this promotion ceremony more memorable,
the HR division collaborated with the Catering Services
to prepare jars of cookies to present to employees who
got promoted, instead of issuing them with the usual
promotion certificates. The HR division also gave out
bookmarks to attendees for them to “bookmark” this
special occasion in their calendar.
Congratulating staff who got promoted, Mark
Edwards, Chief Executive Officer, dnata Singapore,
says, “Promotions are our way of recognising the
contributions and efforts by our staff. It is also a
tool to help us discover and stretch the abilities
of our staff and accelerate opportunities for their
career growth in dnata. All 122 have stepped up
to the challenges, and this is our way of saying
thank you.”
01 _ Promotees from the Ground Services division.
02 _ Promotees from the Cargo Services division.
03 _ Instead of certificates, each promotee was given a
jar of cookies to commemorate the occasion. The
cookies were a collaboration between the HR and
Catering Services division.
04 _ Promotees from Finance, Quality Management and
Safety departments.
05 _ Mark Edwards, Chief Executive Officer, dnata
Singapore, congratulating the staff who were
promoted this year.
Three Cargo Services Agents posted
to Erbil, Iraq.
As part of a global network, dnata is always ready
to provide assistance to other operations whenever
the need arises. This June, our operations in Erbil,
Iraq, called out to the dnata network to request for
experienced Cargo Service Agents as they needed
help to develop their cargo operations.
The response from the Singapore team was
overwhelming, and three staff were selected
for the opportunity to impart their skills and
knowledge to the team in Erbil. Abdul Aleem Bin
Abd Rahim, Operations Supervisor, Karthikesh
A/L Ramachandran, Operations Assistant, as
well as Kaysevan S/O Nadarajan, Operations
Assistant were deployed from 28 June to
15 August 2014. Our Manila colleagues also
supported Iraq’s request by providing them with
four Cargo Services Agents.
On returning, Abdul Aleem recalls the experience,
saying, “I am proud to be part of the Singapore
team that provided the much needed operational
experience to ensure that our airline customers
at Erbil enjoy excellent cargo handling services.
Working in a foreign airport has opened our eyes
to the different operating environments in different
countries, and it’s an experience that we will always
treasure.”
01 _The spirit of and support from Cargo Services,
dnata Singapore (left to right): Kaysevan S/O Nadarajan,
Operations Assistant; Abdul Aleem Bin Abd Rahim,
Operations Supervisor; and Karthikesh A/L Ramachandra,
Operations Assistant.
BEHIND THE SCENES @ dnata
GROUND SCENE 1
14
2
3
4
5
6
Better and Faster With 6S
New initiative by dnata improves productivity, efficiency and operating costs.
Here’s what the 6S is all about:
Since October 2013, dnata has been conducting
classroom training to impart the values of 6S to
various departments. Four two-day sessions have
been conducted so far. After the classroom training,
team leaders implemented what they learned at the
classroom training to improve their departments.
Sort: This S aims to make the work area neater
and tidier by classifying items into two categories:
commonly used and rarely used. Unnecessary items
unfortunately get canned.
6S: How has it
changed dnata?
Straighten: Customising the work area can help to
improve efficiency. This includes keeping commonly
used or important materials and documents at the
right areas and within easy reach.
From October 2013 to June 2014, staff formed teams
and took on the challenge of initiating change at their
workplace. These are some of the positive changes and
impact within their departments:
Shine: By regularly cleaning and maintaining the work
area, equipment and tools, we can find and eliminate
sources of contamination. This will allow equipment
and tools to last longer and function better, resulting
in reduced work accidents and less wastage of tools
and equipment.
Saved Over $10,000/Month on Operational Costs
By implementing standardised timing to draw
and return keys, operators can save time locating
equipment. The wide-screen TV outside the Key
Control Office is now also utilised to provide live feed of
equipment availability. On top of that, keys are colour
coded and reorganised on a newly designed key press
to improve visibility. More than increasing productivity
and efficiency, 6S resulted in an estimated cost savings
of $12,000 per month.
Streamlining the work process can go a long way in
helping dnata improve our productivity, efficiency and
operating costs. It is with these goals in mind that
dnata introduced the 6S initiative.
Standardise: With a uniform and consistent 6S
workflow, workers and operators will have a clearer
understanding of how the work area functions,
allowing them to spend less time trying to locate
important documents or equipment. Plus, the work
area will look neater.
Sustain: As 6S is a long-term goal, dnata needs to
ensure the sustainability of this campaign. To achieve
that, dnata created a checklist and ensured that every
worker strictly adheres to all rules and procedures to
prevent any backsliding. dnata also mapped out plans
for future expansion of the campaign.
Safety: Accidents at work can certainly affect
productivity and efficiency. To prevent accidents,
work areas have to be clean and well organised. Signs
and labels should be in place to warn operators and
workers about potential hazards. Equipment and items
should also be regularly inspected to ensure there are
no loose or missing parts.
Search for Documents Now Faster
With 6S, the FIC office now has a proper filing system
where reports are labelled and organised according
to airlines, instead of flight days. A framework for
organising and presenting important information on
notice boards was also put in place. Brainstormed
and implemented by the Ramp Services team,
these changes helped department members to
save precious time when they are trying to look for
important documents or information.
Improved Customer Satisfaction
By standardising the document archiving process,
the Cargo Import Office was able to reduce the
time needed for department members to search for
documents. This, in turn, led to a faster processing/
turnaround time, resulting in an improved overall
efficiency level. Above all, customer satisfaction
level rose.
Neater Workspace with Easier Filing and Archiving
System
To improve productivity and efficiency, the Cargo
Export Office made good use of existing racks and
cabinets to reorganise, restock and relabel items in
the office. With a proper filing and storage system,
department members can now access and retrieve
documents easily.
Currently, the Baggage Services Office from the
Ground Services Division is undergoing change in its
new office. The Cargo Import Office from the Cargo
Services Division is also undergoing Phase 2 of the
6S project to enhance customer experience at the
important counter.
The 6S sharing session was attended by more than 30
dnata staff, including senior management members,
such as Daniel Banens, Vice President, Ground
Services, dnata Singapore, as well as Mark Edwards,
Chief Executive Officer, dnata Singapore.
01 _ Lek Ning, Team leader for Ramp Services,
giving a presentation on how improving the working
conditions for key controller and streamlining work process
can lead to reduction in consumption of man hours and
save cost.
02 _ Jerard from the FIC office sharing how his team mates
and him developed a proper filing system by putting together
a framework for organising and presenting important
information.
03 _ Daniel Banens, Vice President, Ground Services, dnata
Singapore (left); and Mark Edwards, Chief Executive Officer,
dnata Singapore listening attentively at the 6S sharing
session.
04 _ Paddy Qing Rui, team leader for the Cargo Services,
Import Office 6S project explaining how his team worked
together to develop a conducive work environment for all
staff at the Cargo Import office, leading to higher levels of
customer satisfaction.
05 _ Bridget from the Export Office demonstrating how her
team utilised space better in the work area by ensuring proper
storage of documents for easy retrieval.
06 _ Congratulations to the winning teams!
BEHIND THE SCENES @ dnata
OCTOBER 2014 15
Congratulations Derek!
Derek Yap assumes new appointment as Senior Manager for Ramp & Baggage Services.
Derek Yap, previously Manager, Ramp & Baggage
Services, dnata Singapore, has been promoted to
Senior Manager, Ramp & Baggage Services.
With his new appointment, Derek will be accountable
for the performance of the Ramp & Baggage Service
Department across five key areas: Safety, Service for
Airline Customers, Staff, Operations and Finance.
On top of these duties, Derek will also be responsible
for the strategic and tactical management of the
Ramp & Baggage Services Department, including
Express Ground Services, Baggage Services, as well
as Technical Support Business Units.
In congratulating the new Senior Manager, Daniel
Banens, Vice President, Ground Services, dnata
Singapore, says, “It is an opportunity I am sure he
will relish and excel in, given his prior experience in
the team. We are certain that with Derek’s growing
leadership and managing abilities, he will be able to
lead us to greater achievements.”
Honouring Compassion, Sincerity and Safety
Employees who go beyond call of duty presented with awards.
dnata is all about achieving and sustaining excellence,
and it is our committed employees who help us
maintain the high standards that we have promised
to our customers.
Embodying great qualities such as commitment,
initiative, aptitude, resourcefulness, bravery and
sincerity, dnata employees are able to delight
passengers and excel in other ground services. dnata
appreciates these traits in our staff, and is especially
proud to see four of our staff receiving the prestigious
Changi Airport Group (CAG) Extra Mile Award, as well
as the highly coveted NAJM Gold Award.
Awarded by the CAG, the CAG Extra Mile Award
recognises outstanding staff for their exceptional
service rendered to passengers. The NAJM Award by
dnata, on the other hand, recognises individuals for
their commitment to excellence.
Mark Edwards, Chief Executive Officer, dnata
Singapore, says, “It is a great honour to see our staff
receiving recognition as this shows how committed
our employees are in helping our airline customers in
achieving excellence. With such dedicated staff, I am
confident that dnata will always be able to deliver
quality service to our customers and their passengers.”
Meet Our Award Winners!
Winners of the
Go
Mendoza Mate ld Najm Award, (Front row
o
lef
Rozario, Expres and Villajos Gary Almoite, ac t and middle) Herald
s Ground Servi
companied by
ce
dnata senior m
De
anagement in s Manager, dnata Singapore, nnis
the back row.
as well as
Caring for a Passenger,
Caring for a Friend
A Great Pillar of Support
Staying Extra Alert to Save
Lives and Costs
As a Customer Service Assistant, Dawn Yin Qiang went
the extra mile to care for an Emirates passenger, Esther,
who fainted at the gatehold room. On seeing Esther
faint, Dawn immediately arranged to send Esther to
the clinic, and assured her parents, who were travelling
with Esther, that she would take care of their daughter.
The caring Customer Service Assistant even helped
Esther to clear immigration, collected her bags which
were offloaded from the flight, and accompanied her
while waiting for her husband to come to the airport
and bring her home.
Mohd Jumaidi Bin Ayub, Supervisor for Arrival
Services (AS), was one of the few recipients of the
prestigious NAJM Award. On 5 May 2014, Kamsuto
Karnadisariredjo, a passenger of flight C1752 from
Surabaya to Singapore, suffered a stroke. On his own
initiative, Junaidi located Kamsuto and delivered his
bags to the hospital. The Supervisor even went a
step further to assist Kamsuto’s family by helping
them to contact the Indonesian embassy and travel
agent outside his working hours, on his days off and
rest days, over a span of three weeks. Junaidi even
provided the family with a little financial support from
his own pocket.
The two other candidates who received the NAJM
Gold Awards were Herald Mendoza Mateo and Villajos
Gary Almoite.
For her kind patience and care, Dawn was awarded the
CAG Extra Mile Award.
Sincere, honest and compassionate, Junaidi truly
upholds dnata’s service values. For that, dnata
congratulates him for receiving the highly coveted
NAJM Award.
Lim Poh Chin (left), Airport Services Manager,
Emirates congratulates Dawn Yin Qiang on winning
the Outstanding Staff Award at the Q1 CAG Extra
Mile Awards. Dawn received her award on 30 May
2014.
As operators and loaders, Herald and Villajos displayed
quick problem-solving and decision-making skills to
ensure the safety of fellow staff and passengers. On
3 April 2014, an Indigo Airlines aircraft experienced
difficulties taxiing into the aircraft stand. Thanks to
their vigilance, Herald and Villajos helped dnata and
Indigo Airlines to avoid up to $1.7 million in damage
costs.
Good job, Herald and Villajos!
CHECKING-IN @ dnata
GROUND SCENE Quick Response To Lost Baggage
QUICK TURNAROUND AFTER
COMPLIMENTED
TYPHOON DELAYFOR HELPING
AAppreciation
PASSENGER WITH
HER VISA
from
APPLICATION
Appreciation from KLM
Well done, dnata, especially for Customer
Service Agent, Nur Liyana and Siti Yasmin
for urgently arranging the delivery of a
passenger’s misplaced baggage. The baggage
was safely routed to the pasenger’s hotel as
a result of their swift action.
Keep up the good work, Liyana and Siti!
Chua Boon Sua
Customer Service Manager,
Air France KLM
Cathay Pacific
Appreciation from Passenger
“I would like to express my gratitude and
appreciation to all the staff involved in helping
me to recover my brand new sunglasses that
I had accidentally left on a KLM flight from
Singapore to Denpassar on 18 May 2014. I
was very pleased as I had little hope that I
would be able to find them again. Thank you
so much!”
“With Typhoon Rammasun raging and
“Ming
Chuan
was
extremely
warm on
and
charging
towards
China,
flight CX715
17
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rest aofwonderful
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Team
worked
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well to enable a quick aircraft turnaround
Passenger,
AnnaTheir
Huang
in 50 minutes!
efforts are very much
appreciated!”
Manuel Fernandes
KLM Passenger
Helen Lee
Manager on Duty, Cathay Pacific
HURRAY FOR RECOVERED sunglasses
Appreciation from Passenger
Compliments
From The Heart
Smooth Takeoff
Appreciation from
SIMCO Air Service
Good job to the Private Aviation Services
(PAS), in particular, Catherine, Judith, Muru,
Shankar, Shirli, Abegail, Melvin and Jetro for
working together with SIMCO Air Service to
get flights off the ground smoothly. Despite
the many challenges and complex requests
to satisfy, PAS managed to stay calm and firm
through it all.
Keep it up. You guys are the stars!
Joanne Sim
Director, SIMCO Air Service Pte Ltd
16
WHEELCHAIR MAKES HIS DAY!
Appreciation from Supervisor
“Kindly convey my sincere appreciation to
Felix for helping a passenger by getting
him a wheelchair. The passenger arrived
on a flight and was wheeled on a baggage
trolley by his family members. Felix saw
this and immediately offered to get a
wheelchair for them. Once again, thank
you, Felix!”
LOADING FAST AND PRECISE
Appreciation from KLM
“Kudos to dnata’s Apron team, in
particular, Teo Cher Seng, Rajagopal and
Duty Manager Asran, for carefully loading
expensive aircraft parts into the aircraft,
which barely had 0.5 inches clearance on
each side of the cargo door. Your precision
and care also meant that aircraft parts like
the Fan Cowl and Thrust Reverser were
not damaged.”
Adun Nasak
Product Engineer, KLM
Zulkefly Nurul
Supervisor, Cathay Pacific
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