Rajiv Gandhi International Airport, Shamshabad

Transcription

CEO Speaks
INDEX
We have much to be proud of as we
reflect on what we have achieved over
the last two years and going forward,
following detailed discussions with our
airline customers and trade partners,
we have been able to envisage the
future needs of the market. This
insight has driven and continues to
drive our pursuit in the delivery of
world class service in our cargo terminal today and to
better plan for the added market requirements from the
terminal in the years to come.
CEO speaks-1
Joint venture-2
Facilities-3
Site map-4
Cold storage facility-4
Service offered-5
Business philosophy-6
Despite the global recession we have seen an overall
volume growth of 5% in 2009. Exports have continued to
grow steadily although there has been a marginal dip in
imports. We acknowledge that industry commentators
forecast that over the next five years there will be a global
shortfall in cargo terminal capacity. Freighter fleets
continue to expand at a pace that can’t be matched by
developers.
Learning&sharing-7
At HMACPL (Hyderabad Menzies Air Cargo Private Limited)
we are well placed to meet the demands of the coming
year’s growth and changing market requirements and are
ready to take our performance to the next level. We will
ensure we maintain profitability to fund further investment
on our terminal facilities, employees and new technology
to support the future growth and create value for our
share holders, customers and employees. In true HMACPL
spirit we will focus on key fundamentals such as:
Survey results-10, 11 & 12
Customer service and meeting their needs
Converting our features into benefits for the customers
Training and developing our people
Performance awards & Staff
day out - 8
Airline customers-9
Customer Satisfaction
Survey-10
Statistics- 13 & 14
Together we fly-15
Helping hands-15
Trade blog-16 & 17
Service standards-18
India rates us economical-18
New initiatives-19
In closing, I would like to thank each and everyone for a
great support and effort which has enabled HMACPL
(Hyderabad Menzies Air Cargo Private Limited) to deliver
which is to be a world class cargo service provider.
Key contacts-19
Conclusion-20
Rajiv Gandhi International Airport, Shamshabad-500409
Tel No: +914066977036, Fax No:+914066977050
Website: www.hyderabadmenzies.com
Joint Venture
Hyderabad International Airport has an independent cargo facility with a dedicated cargo
terminal handled by Hyderabad Menzies Air Cargo Private Limited (HMACPL) which is a joint
venture between Menzies Aviation & GMR Hyderabad International Airport Limited (GHIAL)
GMR Hyderabad International Airport Limited, the developer of the Rajiv
Gandhi International Airport is a public-private joint venture between
GMR Group, Malaysia Airports Holdings Berhad, state government of
Andhra Pradesh and Airports Authority of India. GMR Group is one of the
fastest growing and leading private sector organizations in India founded
by its present group chairman Dr. G M Rao in 1978.
Menzies Aviation is one of the world’s leading providers of ground and
cargo handling services with network spread across five continents,
operating over 125 airports in 28 countries , serving a customer pool of
more than 500 airlines and delivering tailored service solutions.
Headquarted in London the Menzies group has 2 main operating
divisions-Menzies Aviation & Menzies Distribution
Menzies Aviation with its extensive experience in cargo handling & GMR with its competence
in providing world class and advanced infrastructure is undoubtedly an ideal joint venture to
handle cargo operations in Hyderabad. Our purpose built air cargo terminal was
commissioned on 23rd March 2008. It is the first cargo complex in India to have implemented
a concept of an integrated cargo facility housing both domestic and international operations
under one roof.
Tel No: +914066977036, Fax No:+914066977050
Facilities
Cargo warehouse-14000 sqm
Office Space-3300 sqm
Separate Cold storage facility for
domestic & international
Total Cold Storage-712 cum
Dangerous Goods Storage-140 cum
Exclusive VAL/VUN storage
Separate area for customs examination
Live animal holding area-17 sqm
Transshipment cargo facility-253 cum
Plug in facility for cool containers
X-ray screening
Automated Lift & Run system (an
improved version over ETV)
Access control and Security surveillance
24/7
CCTV surveillance
Biometric access system
24 Truck docks
Cold storage
Dock Levellers
Second longest runway in India-4.26KM
compatible to A380
3 Separate parking bays for Freighter
aircrafts
ATC Tower(75 mts height) with latest
control systems
Cargo satellite building-office and
Warehouse space for trade partners
250 acres of cargo SEZ adjacent to cargo
terminal building
Drug control authority office
Plant quarantine office
Animal quarantine office
Rest Room & Canteen facility
Truck & Car parking
Bank
Help desk
Business centre
Transshipment storage
Lift & Run system
Animal quarantine
Plug in facility
Plant quarantine
Tel No: +914066977036, Fax No:+914066977050
Site map
Cold storage facility
With the view of enhancing our products and services to meet the growing demand of the
trade we have set up additional cold rooms in the warehouse. The cold room expansion
program comprises of freezer (-20 degrees Celsius) in imports, controlled ambient
temperature (15-25 degrees Celsius) in exports & the expansion of the existing 2-8 degrees
facility.
The facility was inaugurated on 16th October 2009 by the trade
and customs officials.
Location
Temperature
Total Volume
(cu mt)
Export
Import
Import
Domestic
2
2
0
2
384.8
196.23
49.85
79
to
to
to
to
8/15 to 25
8
-20
8
Total
Capacity
(Tons)
40
20
5
8
Tel No: +914066977036, Fax No:+914066977050
Services offered to airline customers
Physical Warehouse handling
Documentation Services
Cargo security screening
Build up & Break down of ULD’s
Manifestation
Post flight messaging
General Supervision
Dedicated handling of freighter operations
Tracing & Irregularity Management
ULD inventory management
ULD storage
Warehouse inventory management
Control & Security of loading materials
Update of manuals and Instructions
Cargo Surveillance Record
IT interface to airline & customs systems
Training profile & update
Records & Filings
Supplier Supervision
Office accommodation for operators
Build up
Manifestation
VCT generation
Unloading
Acceptance
Screening
Tel No: +914066977036, Fax No:+914066977050
Business philosophy
Services offered to airlines
SPIRIT is our way of doing business.
Safe & Secure
Passion
Innovation
Reliable
Integrity
Team work
Safety and security being our top priority we all follow our
Menzies Aviation designed safety code “Morse”.
The Airport Operator, M/s GHIAL, observed a Security
Week from 18th to 22nd January, 2010 during the course of which, they organized various
competitions involving the complete airport community. K. Ravindran (Security Manager,
HMACPL), Mr. A. Sandeep Kumar (Security Officer, HMACPL) and Mr. M.M. Baig (Security
Officer, HMACPL) took part in the competitions and won prizes.



Mr. Ravindran won First prize in the “Slogan writing competition”
Mr. Sandeep Kumar won Second prize in the “Security suggestions competition”
Mr. Mirza Manzur Baig won Second prize in the “Quiz competition”
Performance on safety
aspects-2009
Month
Damage to
cargo by
HMACPL
Jan-09
0
and security
Theft &
Pilferage
cases
0
Feb-09
0
0
Mar-09
0
0
Apr-09
0
0
May-09
0
0
Jun-09
0
0
Jul-09
0
0
Aug-09
0
0
Sep-09
0
0
Oct-09
0
0
Nov-09
0
0
Dec-09
0
0
Tel No: +914066977036, Fax No:+914066977050
Learning and sharing
We had conducted a Five day training
Programme on 8th, 9th, 10th 18th & 19th of
June ’09. Mr. Paul Smith, CEO addressed the
Associates and appraised them of the
programme’s objectives and advised them
to take the benefit of the training being
imparted so as to improve their on Job
Performance. Training was imparted in the
areas
such
as
Standard
Operating
Procedures, Import & Export Procedures,
Customer Service with Role Plays, Safety &
Security Procedures & IT Practices on
Operations. A total of 78 Associates were
covered in these five days. Mr.Manoj Singh,
General Manager – operations imparted
training
on
operational
issues
,
Mr.Ravindran on Safety & Security Issues ,
Mr.P.Ashvini Kumar on Customer Service, IT
team consisting of Mr.B.Srinivas & Mr.Sastry
on IT issues. Mr.Satish Prasad, & Mr.
Praveen Chander had devised the role plays
for the training programme on Customer
Service, the role plays have been designed
based on the day to day experiences in the
Ware House & Counters.
Our Mission




Effective cargo management
Efficient, superfast and reliable
service
Safe & Secured handling
Delivering agreed service level
standards
Our Vision
To deliver consistently great service to customers in
a safe and secure environment providing value for
money while controlling costs. To be a good
employer, supplying the right tools for the job and
providing a platform for our staff to grow and
develop. Enhance Regional, National and Global
awareness of Hyderabad by active marketing and
maintaining balance between satisfied customers,
satisfied staff and satisfied shareholders.
Tel No: +914066977036, Fax No:+914066977050
Performance Awards
Star of the month
Star of the month awards for Two
Associates
and four
Senior
Utility
Personnel were given away by the CEO
with a cash price and a commendation
certificate. These associates were given
the awards for their performance in
operations.
Staff day out
Staff day out was organized for our staff
on December’12th at a resort. About 90
Associates participated in the event and
unwinded with their colleagues and
Managers. The day out included various
activities like singing, dancing, mimicry,
team building activities etc. Prizes were
given away to the winners of the events.
Tel No: +914066977036, Fax No:+914066977050
Airline Customers
Air India
Air Arabia
Blue Dart
British Airways
Emirates
Etihad crystal cargo
Indian Airlines
Indigo
Jet Airways
King Fisher Airlines
Lufthansa Cargo (Pax &Freighter)
Malaysian Airlines
Oman Air
Paramount Airways
Qatar Airways
Saudi Arabia Airlines
Spice Jet
Silk Air
Thai Airways
In today’s rapidly changing air transport environment, it all started with 12 international and
8 domestic carriers connecting Hyderabad to the rest of the world. British Airways, Etihad, Air
Arabia & Silk Air later joined the team.
Jet Airways started the international operations to Dubai adding more connectivity to Middle
East. Lufthansa cargo has started the first ever freighter movement in the history of
Hyderabad operating with MD11 aircraft. Air India has introduced the express services
connecting HYD- DXB with its B737 fleet.
In addition to regular scheduled freighter operations we have been delivering full ground
handling and individual solutions to the non -scheduled charter aircrafts also.
Finally transshipment has started in Hyderabad in the month of September 2009 with Jet
Airways taking the initiative and acquired all the concerned permissions. Kingfisher is the next
to start and Indian airlines, Indigo are in the race.
Airline News
Srilankan airlines planning to restart operations
Malaysian airlines have plans to upgrade their fleet
Air Asia going to commence its operations effective20th July 2010
Deccan 360 soon planning to start their operations
Tel No: +914066977036, Fax No:+914066977050
Customer satisfaction survey
An effective customer satisfaction survey program should focus on measuring customer
perceptions of how well the company delivers on the critical success factors and dimensions of
the business. These usually include factors like service promptness, staff responsiveness, and
understanding of the customer's problem. We, HMACPL has conducted the customer
satisfaction survey in the month of January2010, for the first time since the start of our
operations. The survey is measured against company “SPIRIT” goals.
The objective behind conducting the program is to
determine overall customer satisfaction with our products & services
identify customer perceptions of “ key areas of weakness”, “key areas of strengths” & “
key areas of improvement”
Survey results-Overall
Customer survey-Results
68%
83%
Safety and Security
Passion
64%
Integrity
72%
Reliability
Innovation
Teamwork
69%
74%
Tel No: +914066977036, Fax No:+914066977050
Customer Feedback
Category
Safety
security
Passion
Integrity
Reliability
Innovation
Teamwork
Aspects
and
Always puts safety first and never cut corners
Feedback
(in %)
100%
Conduct regular safety meetings and discuss safety related issues
with customers
Safety is our priority and we never compromise on our
commitment to it
All employees take responsibility for their actions
57%
Staff are enthusiastic and motivated
75%
Staff react positively in resolving problems
100%
Always handle operational disruptions professionally
88%
Committed to give great service
88%
On time for the required job
100%
Our employees always do what they say they are going to do
0%
Our employees are committed in conducting business fairly,
honestly and in compliance with all applicable ethical standards
We openly share operational quality data based on service level
agreements
We take the time to understand any problems our customers have
100%
We trust and respect our people and the jobs they do
100%
Staff are reliable and dependable
75%
Our company consistently delivers against agreed service level
targets
We maintain good rapport with the customers
63%
Have adequate and right equipment for the job
88%
Equipment is well maintained
88%
Responds immediately to issues raised by customers with
corrective action steps with out any delay
Good at introducing new ideas and not just respond to issues as
they happen
Developed various innovative systems and technologies to enhance
service standards to customers
75%
Introduce international standards and working practices to our
station
Work closely with our airline customers
88%
Whatever is the function or role of staff, staff are aware that they
are working towards the same goal
Management always encourages staff to take up challenges and
leads them towards growth path
88%
Brief team at start and end of the shift
75%
Provides a high standard of safety training to our employees
88%
Tel No: +914066977036, Fax No:+914066977050
75%
75%
75%
75%
100%
63%
63%
100%
63%
Customer Feedback
Category
Aspects
Reliability
Staff are reliable and dependable
Innovation
Teamwork
Feedback
(in %)
75%
Our company consistently delivers against agreed service
level targets
We maintain good rapport with the customers
63%
Have adequate and right equipment for the job
88%
Equipment is well maintained
88%
Responds immediately to issues raised by customers with
corrective action steps with out any delay
Good at introducing new ideas and not just respond to issues
as they happen
Developed various innovative systems and technologies to
enhance service standards to customers
Introduce international standards and working practices to
our station
Work closely with our airline customers
75%
Whatever is the function or role of staff, staff are aware that
they are working towards the same goal
Management always encourages staff to take up challenges
and leads them towards growth path
Brief team at start and end of the shift
88%
Provides a high standard of safety training to our employees
88%
Tel No: +914066977036, Fax No:+914066977050
100%
63%
63%
88%
100%
63%
75%
Statistics
Category
Export
Import
Outbound
Inbound
Transshipment
Total



2009(Tons)
25486
9388
8805
13078
164
56921
2008(Tons)
21500
9594
9697
13603
0
54394
Year-on-Year
19%
-2%
-9%
-4%
100%
5%
Export cargo volume has registered a growth of 19% compared to 2008.
In 2009 cargo was able to reach around 500 destinations in nearly 120 countries from
Hyderabad Airport
Transshipment: After customs declaration on Hyderabad as “transshipment hub” airlines
swung in to action and started optimizing the potential resulted in month on month
growth effective 2009. In the month of Jan 2010 we handled 100 tons of “transshipment”
which is really an encouraging sign;” it’s a fantabulous achievement by Jet airways team”.
Top Export Commodities (Jan-Dec2009)
Commodity
(Tons)
%
Pharmaceuticals
18649
75%
Mangoes
1355
5%
Engineering goods
1021
4%
General cargo
927
4%
Fruits & Vegetables
485
2%
Electrical goods
564
2%
Vaccines
544
2%
Pomegranates
319
1%
Garments
364
1%
Top Import Commodities (Jan-Dec2009)
Commodity
(Tons)
%
Pharma+Chemicals
2341
25%
Spare parts
905
10%
Electrical/Electronics
780
8%
Computer parts
569
6%
Solar cells
534
6%
Radio active material
527
6%
Machinery parts
222
2%
Medical equipment
198
2%
Carbon products
152
2%
Bearings
125
1%
Glass products
121
1%
Tel No: +914066977036, Fax No:+914066977050
Top Export Destinations(JAN-DEC2009)
Destination
(Tons)
%
USA
4700
19%
Russia
1726
7%
Saudi Arabia
1538
6%
Great Britain
1481
6%
Germany
1222
5%
Bangladesh
940
4%
UAE
832
3%
South Africa
675
3%
Canada
663
3%
Italy
508
2%
Netherlands
448
2%
Nigeria
441
2%
Turkey
407
2%
Spain
392
2%
Top countries of origin-Imports
(Jan-Dec2009)
Origin
(Tons)
Germany
1562
USA
1208
Singapore
1036
China
811
Russia
714
France
529
Hong Kong
527
Great Britain
502
Italy
268
UAE
234
Netherlands
193
Switzerland
171
Taiwan
148
Sweden
134
South Korea
133
Malaysia
108
Thailand
104
Japan
102
%
17%
13%
11%
9%
8%
6%
6%
5%
3%
2%
2%
2%
2%
1%
1%
1%
1%
1%
Tel No: +914066977036, Fax No:+914066977050
Together we fly
In our endeavor to strengthen the bond between all our trade partners, customers and
regulatory bodies, we are having regular monthly interactive meetings. This enables all the
stake holders sit and list out all the issues pertaining to the business resulting in the path
breaking solutions to boost the trade.
Trade Meetings:

CAFAC

DACCAI

Key Account Managers with airlines

Importers & Exporters

Regulatory bodies
Helping hands
Blood Donation Camp: “Donating blood is a holy activity
and a social responsibility”. Every year lakhs of people die at
the time of surgery only because of shortage of blood. Over
200 HMACPL employees & trade partners participated in the
noble cause organized by HMACPL on 29th may 2009 and
planning to organize more in this year.
Flood Victims: At a time when Kurnool, Andhra Pradesh
has witnessed a large scale loss of human lives and
property due to floods, HMACPL employees have come
together to provide some succor to the victims. Cartons of
clothes, food, cash and other essential items has been
dispatched to the flood victim thru lions club.
Tel No: +914066977036, Fax No:+914066977050
Trade blog
Share-e-Hyderabad (Market share)
International
Domestic
Airport
Rank
% Share
Airport
Rank
% Share
BOM
1
32
BOM
1
28
DEL
2
26
DEL
2
22
MAA
3
20
BLR
3
12
BLR
4
9
CCU
4
9
CCU
5
4
MAA
5
8
HYD
7
2
HYD
6
4
Located strategically at the geographical centre of India, Hyderabad is with in a 2 hour flying
radius to all major cities in India and a four hour flying radius to all the major cities in the
Middle East and South East Asia. The airport therefore holds tremendous potential to emerge
as main and critical destination and transit point for transshipments between east and west.
Our focus in the coming years should be to promote Hyderabad as a transshipment hub and
improve its share in the Indian market.
Flying cars
For the first time in the history of Hyderabad Cargo Terminal “cars “were exported. Two cars
Mahindra-Xylo & Toyota-Innova were exported to cologne on the Lufthansa freighter loaded
on 16ft pallets. It was a great moment for all of us.
“It’s time to see more cars flying from Hyderabad”
Tel No: +914066977036, Fax No:+914066977050
“Jaago-Bhaago-Vizago”
“We must not go where the path may lead; instead we must go where there is no path &
leave a trail”
Vizag is one of the fastest developing cities in the world and many private & public sector
companies have established their factories and some are in progress.
The city has
tremendous potential for air exports and imports for the following. Ironically some of the
exports/imports are taking place through other airports such as Chennai, Bangalore and
Mumbai. Focusing on vizag will boost exports/imports of Hyderabad in many ways.
Here are the few leads you may wish to explore:
Opportunities available in Vizag for Hyderabad
Commodity
Origin
Destination
Vizag
Transit
Station
Chennai
Japan/Europe
Qty/Month
(tons)
300
Sea Foods
Fruits &
Vegetables
Mangoes
Rest of Andhra
Chennai/Kerala
Middle East
100
Coastal Andhra
Chennai
150
Human Hair
Eluru
Chennai
Europe,
Middle East,
USA
Europe
Pharmaceuticals
Hyderabad
Bombay
50
-
Vizag
Bangalore
African
Sectors
USA
-
Rest of the
world
Rest of the
world
Europe, USA,
Russia,
Far East
Chennai
Hyderabad
500
Chennai
Hyderabad
50
Chennai,
Bombay
,Bangalore
Hyderabad
50
Seeds
Spare
Parts/Machinery/
Garments
Volumetric
300
“It is not because things are difficult that we do not dare, it is because we do not dare that
they are difficult.”
Tel No: +914066977036, Fax No:+914066977050
Service standards
Performance-2009
International
Domestic
Dwell time
(Imports Clearance)
Category
Exports
Truck Queue time
Acceptance Dwell time
Build Up time
Imports
Break down time
Truck queue time
Average(hrs)
Dwell time(Cargo Delivery)
Outbound
Truck Queue time
Acceptance Dwell time
Inbound
Breakdown time
Truck queue time
Dwell time(cargo delivery)
Period
Free Period Clearance
Between 4-5 days
Between 6-30 days
After 30days
Not Cleared
0.31
0.35
0.31
0.21
2.19
0.29
0.24
0.20
1.18
0.18
0.19
values
62%
14%
20%
1%
3%
India rates us economical
Storage charges:
Hyderabad
Time(Hrs)
GEN
0-72
SPL
VAL
Bangalore
GEN
Free period
SPL
VAL
AAI-Chennai
GEN
Free period
SPL
VAL
Delhi
GEN
Free period
SPL
Mumbai
VAL
GEN
Free period
SPL
VAL
Free period
72-120
1.30
2.60
5.20
1.50
2.80
5.60
1.37
2.73
5.46
1.30
2.60
5.20
1.13
2.26
4.50
120 - 720
2.60
5.20
10.40
2.80
5.60
11.25
2.73
5.46
10.92
2.60
5.20
10.40
2.26
4.50
9.00
Beyond 720
3.90
7.80
15.60
4.20
8.40
16.85
4.10
8.19
16.38
3.90
7.80
15.60
3.38
6.75
13.50
Minimum
295
580
1160
320
625
1275
310
610
1220
295
580
1160
250
500
1000
Tel No: +914066977036, Fax No:+914066977050
New Initiatives-ISAGO accreditation
HMACPL is in the process of attaining ISAGO certification. ISAGO stands for “IATA safety
audit for ground operations”. The program was designed and introduced by IATA to benefit
airlines, ground handlers, regulatory as well as airport authorities in the following way
Benefits:
Safer ground operations, less accidents and injuries
Elimination of redundant audits from airlines
Reduced costs: Less damage and Less audits
Uniform audit process and harmonized standards
Improved quality standards
Enhanced understanding of high risk areas with in ground operations.
ISAGO is an essential alternative to the redundant and multiple audits the airlines and ground
handlers are subject to today. We will be facing the first audit in the month of April/May, and
a satisfactory performance in the same will furnish us a list of action items followed by
another audit in the month of Oct/Nov.
Key contacts
Mr. Paul Smith, CEO, HMACPL
Contact: 040-66977021
Mr. Manoj Singh, General Manager-Operations, HMACPL
Contact: 040-66977018
Mr. Ravindran, Safety & Security Manager, HMACPL
Contact: 040-66977014
Mr. Ram Dharmana, Head-Business Development, HMACPL
Contact: 040-66977034
Mr. Vinod Sajnani, Chief Finance Officer, HMACPL
Contact: 040-66977039
Mr. Anil Kumar, Head - HR , HMACPL
Contact: 040-66977012
Mr. Hari Prasad, Duty manager, HMACPL
Contact: 040-66977052
Duty Manager in shift, HMACPL
Contact: 040-66977036, +919704678160
HMACPL Website – www.hyderabadmenzies.com
Tel No: +914066977036, Fax No:+914066977050
Conclusion
We are extensively committed to deliver comprehensive services facilitating the smooth
transfer of business. We provide the right service at the right price and make sure we work in
a safe & secure environment. With over 200 employees who are well trained to handle
operations at the terminal, we have been consistently meeting the service standards what we
have agreed for.
We thank you for your support and looking forward for your co-operation and participation in
making Hyderabad a major transshipment cargo hub.
Paul Smith
CEO, HMACPL
Tel No: +914066977036, Fax No:+914066977050

Rajiv Gandhi International Airport, Shamshabad

Transcription

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