TERMINAL SERVICES DIVISION <ul><li>INTRODUCTION  </li></ul><ul><li>TO  </li></ul><ul><li>TERMINAL SERVICES DIVISION </li><...
OBJECTIVES By end of the lecture, you will be able to understand the basic concepts, mission, function and duties of Termi...
<ul><li>Terminal Operation Services </li></ul><ul><li>Terminal Operation Services is a unit that manage KLIA. Terminal coo...
APPROACH RUNWAY TAXIWAY APRON GATE PIER ARRIVAL CONCOURSE BAGGAGE CLAIM DEPARTURE PARKING ROADS OTHER GROUND TRANSPORT ROA...
Terminal Organization Structure
Terminal Operation Division Roles and Responsibilities TERMINAL SERVICES DIVISION
AREA OF RESPONSIBILITY TSD MTB Area Size: 241,000 sq. m CP Area Size: 95,000 sq. m SAT Area Size: 143,404 sq. m Total Area...
<ul><li>Role of Terminal Services Division </li></ul><ul><li>A. During Normal Operation </li></ul><ul><li>i. To ensure tha...
ii. To ensure that  the terminal workforce must be highly dedicated in order to  provide world class airport services to o...
<ul><ul><li>v. To coordinate activities between various service- </li></ul></ul><ul><ul><li>providers at the airport in or...
<ul><ul><li>B. During Emergency </li></ul></ul><ul><ul><li>To act according to the Airport Emergency  Procedure and work c...
<ul><ul><li>TERMINAL SERVICE LEVEL STANDARD: </li></ul></ul><ul><ul><li>TROLLEY MANAGEMENT – </li></ul></ul><ul><ul><li>:-...
<ul><ul><li>TERMINAL SERVICE LEVEL STANDARD: </li></ul></ul><ul><ul><li>2. VVIP </li></ul></ul><ul><ul><li>:- To  Provide ...
<ul><ul><li>TERMINAL SERVICE LEVEL STANDARD: </li></ul></ul><ul><ul><li>4.  TELEPHONE </li></ul></ul><ul><ul><li>:-  Answe...
<ul><ul><li>TERMINAL SERVICES DIVISON OPERATION </li></ul></ul><ul><ul><li>WHO? </li></ul></ul><ul><ul><li>- Terminal Mana...
STANDARD OPERATING PROCEDURES (SOP)   1.  INSPECTION :- Routine Inspection : - Inspection Based on Report :- Inspection pr...
TERMINAL SERVICES DIVISION <ul><li>2.  HANDLING VVIP </li></ul><ul><li>:-  Normal/ Immediate Booking   </li></ul><ul><li>:...
STANDARD OPERATING PROCEDURES (SOP)   3.  CUSTOMER SATISFACTION & IMPROVEMENT :- Handling passengers at Information Counte...
STANDARD OPERATING PROCEDURES (SOP) Cont..   4.  INCIDENT & ACCIDENT :- First Aid, Major injury and fatal Accident at Term...
<ul><li>STANDARD PEOPLE PRACTICES (SPP) </li></ul><ul><li>Wishing Passengers,  Public and MAB </li></ul><ul><li>Staff </li...
<ul><li>CONCLUSION   </li></ul><ul><ul><li>Hassle free Environment </li></ul></ul><ul><ul><li>Facilities that are user-fri...
Thank you End of Presentation
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KLIA v.02 presentation aznan

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KLIA v.02 presentation aznan

  1. 2. TERMINAL SERVICES DIVISION <ul><li>INTRODUCTION </li></ul><ul><li>TO </li></ul><ul><li>TERMINAL SERVICES DIVISION </li></ul>
  2. 3. OBJECTIVES By end of the lecture, you will be able to understand the basic concepts, mission, function and duties of Terminal Services Division. TERMINAL SERVICES DIVISION
  3. 4. <ul><li>Terminal Operation Services </li></ul><ul><li>Terminal Operation Services is a unit that manage KLIA. Terminal coordinate with all KLIA Community to ensure terminal Operation and Service provided are : </li></ul><ul><li>PROMPT, </li></ul><ul><li>COURTEOUS, </li></ul><ul><li>EFFICIENT, </li></ul><ul><li>USER FRIENDLY FACILITIES AND </li></ul><ul><li>HASSLE FREE ENVIRONMENT. </li></ul>TERMINAL SERVICES DIVISION
  4. 5. APPROACH RUNWAY TAXIWAY APRON GATE PIER ARRIVAL CONCOURSE BAGGAGE CLAIM DEPARTURE PARKING ROADS OTHER GROUND TRANSPORT ROADS PARKING PUBLIC AREAS PUBLIC AREAS RUNWAY TAXIWAY APRON GATE PIER DEPARTURE CONCOURSE PAX AREA PROCESSING AIRCRAFT PROCESSING OPERATIONAL PROCESSES TOS
  5. 6. Terminal Organization Structure
  6. 7. Terminal Operation Division Roles and Responsibilities TERMINAL SERVICES DIVISION
  7. 8. AREA OF RESPONSIBILITY TSD MTB Area Size: 241,000 sq. m CP Area Size: 95,000 sq. m SAT Area Size: 143,404 sq. m Total Area Size: 479,404 sq. m
  8. 9. <ul><li>Role of Terminal Services Division </li></ul><ul><li>A. During Normal Operation </li></ul><ul><li>i. To ensure that terminal areas must serves and meets all the criteria that passengers demand of a world class airport such as: </li></ul><ul><ul><li>:-Accurate information </li></ul></ul><ul><ul><li>:-Serviceable System </li></ul></ul><ul><ul><li>:-Cleanliness </li></ul></ul><ul><ul><li>:-Clear signage </li></ul></ul><ul><ul><li>:-Customer service. </li></ul></ul>TERMINAL SERVICES DIVISION
  9. 10. ii. To ensure that the terminal workforce must be highly dedicated in order to provide world class airport services to our valued customers. iii.To ensure and constantly enforce policies and procedures established by the management. Iv. To ensure that performance standards of Terminal Services Division are maintained and take actions to overcome related problems. TERMINAL SERVICES DIVISION
  10. 11. <ul><ul><li>v. To coordinate activities between various service- </li></ul></ul><ul><ul><li>providers at the airport in order to ensure smooth and </li></ul></ul><ul><ul><li>efficient passenger flow and Terminal Operation </li></ul></ul><ul><li>vi.To ensure that at all times, smoothest VVIP, VIP and </li></ul><ul><li>CIP processes at KLIA VVIP Complex and Terminal </li></ul><ul><li>Building </li></ul><ul><li>vii.To report to the Airport Operation Centre on </li></ul><ul><li>significant events and incidents that happen at the </li></ul><ul><li>Terminal for further action </li></ul><ul><li>viii. To Manage Contract </li></ul>TERMINAL SERVICES DIVISION
  11. 12. <ul><ul><li>B. During Emergency </li></ul></ul><ul><ul><li>To act according to the Airport Emergency Procedure and work closely with Airport Operation Centre and Crisis Control Centre </li></ul></ul><ul><ul><li>:- Aircraft Crash </li></ul></ul><ul><ul><li>:- Bomb Threat </li></ul></ul><ul><ul><li>:- Full Emergency </li></ul></ul><ul><ul><li>:- Structure Fire </li></ul></ul><ul><ul><li>:- Ground Incident </li></ul></ul><ul><ul><li>C. Crisis </li></ul></ul><ul><ul><li>:- System (FIDS,BIDS, BHS-PCPS) </li></ul></ul><ul><ul><li>:- No Water Supply </li></ul></ul><ul><ul><li>:- No Electricity Supply </li></ul></ul><ul><ul><li>:- Sick passenger/ mental disorder </li></ul></ul>TERMINAL SERVICES DIVISION
  12. 13. <ul><ul><li>TERMINAL SERVICE LEVEL STANDARD: </li></ul></ul><ul><ul><li>TROLLEY MANAGEMENT – </li></ul></ul><ul><ul><li>:- To ensure minimum of 15 Trolleys per nest at MTB </li></ul></ul><ul><ul><li>:- To ensure trolley is available at all time </li></ul></ul><ul><ul><li>:- To ensure no trolley scattered </li></ul></ul><ul><ul><li>:- Maximum of 10 min. Respond time for each time of reporting </li></ul></ul><ul><ul><li>scattered trolleys. </li></ul></ul><ul><ul><li>:- To ensure trolleys are clean and serviceable </li></ul></ul>TERMINAL SERVICES DIVISION
  13. 14. <ul><ul><li>TERMINAL SERVICE LEVEL STANDARD: </li></ul></ul><ul><ul><li>2. VVIP </li></ul></ul><ul><ul><li>:- To Provide fast and efficient services </li></ul></ul><ul><ul><li>:- Hassle Free Environment </li></ul></ul><ul><ul><li>COMPLAINT </li></ul></ul><ul><ul><li>:- Respond to verbal and written complaint related to Terminal </li></ul></ul><ul><ul><li>Services ASAP. </li></ul></ul><ul><ul><li>CLEANLINESS – Toilet </li></ul></ul><ul><ul><li>:- No Smell and ready to use </li></ul></ul><ul><ul><li>:- Clean and convenience at all time. </li></ul></ul>TERMINAL SERVICES DIVISION
  14. 15. <ul><ul><li>TERMINAL SERVICE LEVEL STANDARD: </li></ul></ul><ul><ul><li>4. TELEPHONE </li></ul></ul><ul><ul><li>:- Answer – Information Counters within 3 rings </li></ul></ul><ul><ul><li>– PABX: Within 2 rings </li></ul></ul><ul><ul><li>5. FACILITIES – serviceable at all time </li></ul></ul><ul><ul><li>:- Lift </li></ul></ul><ul><ul><li>:- Escalator </li></ul></ul><ul><ul><li>:- Travelator </li></ul></ul><ul><ul><li>:- Revolving Doors </li></ul></ul>TERMINAL SERVICES DIVISION
  15. 16. <ul><ul><li>TERMINAL SERVICES DIVISON OPERATION </li></ul></ul><ul><ul><li>WHO? </li></ul></ul><ul><ul><li>- Terminal Manager - Senior Information Assistant </li></ul></ul><ul><ul><li>- Duty Executive - Duty Officer </li></ul></ul><ul><ul><li>- Information Assistant - Information Officer </li></ul></ul><ul><ul><li>HOW? </li></ul></ul><ul><ul><li>4 shifts (Alpha, Bravo, Charlie & Delta) , 7 days a week including </li></ul></ul><ul><ul><li>Public Holiday </li></ul></ul><ul><ul><li>- Standard Operating Procedure (SOP) </li></ul></ul><ul><ul><li>- Standard People Practise (SPP) </li></ul></ul>TERMINAL SERVICES DIVISION
  16. 17. STANDARD OPERATING PROCEDURES (SOP) 1. INSPECTION :- Routine Inspection : - Inspection Based on Report :- Inspection prior to event TERMINAL SERVICES DIVISION
  17. 18. TERMINAL SERVICES DIVISION <ul><li>2. HANDLING VVIP </li></ul><ul><li>:- Normal/ Immediate Booking </li></ul><ul><li>:- Private Booking </li></ul><ul><li>:- VVIP’s Arrival/ Departure at Terminal </li></ul><ul><li>:- VVIP’s Arrival/ Departure at Bunga Raya Complex/Red Carpet </li></ul>
  18. 19. STANDARD OPERATING PROCEDURES (SOP) 3. CUSTOMER SATISFACTION & IMPROVEMENT :- Handling passengers at Information Counter :- Handling Complaint :- Handling Complaint at Information Counter :- Public Announcement :- Operation of PABX TERMINAL SERVICES DIVISION
  19. 20. STANDARD OPERATING PROCEDURES (SOP) Cont.. 4. INCIDENT & ACCIDENT :- First Aid, Major injury and fatal Accident at Terminal :- Handling Dead Body :- Transporting Invalids 5. FALLBACK PROCEDURE :- TAMS failure :- TTS Failure :- Lost of Electrical Power Supply :- Lost of Water Supply 6. SCHEDULE MAINTENANCE 7. WORK PERMIT 8. TRUNK RADIO SYSTEM - HOW TO USE TRUNK RADIO 9. AD HOC FLIGHT 10. DIVERSION FLIGHT 11. PURCHASING AND SUPPLIER CONTROL TERMINAL SERVICES DIVISION
  20. 21. <ul><li>STANDARD PEOPLE PRACTICES (SPP) </li></ul><ul><li>Wishing Passengers, Public and MAB </li></ul><ul><li>Staff </li></ul><ul><li>Answering Telephone calls </li></ul><ul><li>Handling Passengers/ Public at </li></ul><ul><li>Information Counter </li></ul><ul><li>Handling Difficult Passengers/ Public </li></ul><ul><li>Approach passenger </li></ul>TERMINAL SERVICES DIVISION
  21. 22. <ul><li>CONCLUSION </li></ul><ul><ul><li>Hassle free Environment </li></ul></ul><ul><ul><li>Facilities that are user-friendly </li></ul></ul><ul><ul><li>Services that are prompt, courteous and </li></ul></ul><ul><ul><li>efficient </li></ul></ul><ul><ul><li>Product that are high quality and </li></ul></ul><ul><ul><li>reasonably price </li></ul></ul>TERMINAL SERVICES DIVISION
  22. 23. Thank you End of Presentation
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