1. SECURITY MANAGEMENT SYSTEMS (SeMS)
• THE WAY TO QUALITY
AIRPORT SECURITY 2013 CONFERENCE IN PRAGUE
JOHNNIE MÜLLER
SECURITY DIRECTOR, COPENHAGEN AIRPORTS

2. INTRODUCTION
A joint project in which both Security managers and
employees participated
SeMS for both Security Management, employees and
Danish CAA
Developed and implemented SeMS in 2011 - 2012
KEY POINTS

3. INTRODUCTION
OUR CHALLENGE
1
New regulatory
requirement needs
to be implemented
in the operations
The regulatory
requirement is
communicated to
about 60
managers. The
managers need to
understand the
regulatory
requirement
It must then be
communicated to
all employees
(more than 900).
The employees
need to comply
with the regulatory
requirement
2 3
How do we ensure
• An efficient
process
• Consistent
communication
• That 900
employees
received the
information
and are able to
execute the
right procedure
at the right time

4. Acknowledge lack of consistency in the level of quality
INTRODUCTION
EU 300/2008 article 12
Systematize and document quality
Ensure a high level of professionalism
Ensure compliance with regulatory requirements
THE IDEA BEHIND SeMS IN CPH
Systematically develop procedures with an eye for
improvement

5. PROCESS
A part of the overall CPH strategy
The system is build on ISO 9001 principles
Alignment of expectations with Danish CAA
On-going monitoring of implementation
Organisational involvement at all levels
Mapping security processes
Software application – “D4 Infonet”

6. THE SYSTEM ITSELF
New thinking – New structure
FROM INSTRUCTIONS TO PROCES-ORIENTATION
Before: Instructions for all assignments (paper based)
Four main processes
KIS – ”Keep it simple” – process orientation

7. CONTENT OF SeMS
PROCESSES
Description and correlations
INSTRUCTIONS
Document management, work instructions
REGISTRATIONS & IMP
Management evaluation, training, validation of processes, internal
audit results, tests, deviations, preventive and corrective actions
QUALITY HANDBOOK
Policy and objective, descriptions of Security, functions and
responsibilities (templates, definitions etc.)

8. PROCESSES
4 main processes
1) Administrative
processes
(training and
projects, ID-card
office)
2) Access Control
3) Screening
4) Surveillance and
patrolling

9. SeMS COCKPIT
Velkommen, Johnnie Müller

10. INDEPENDENT MONITORING PROGRAMME (IMP)
Approved by authorities
Covert tests conducted by selected employees and external
company
Audit conducted by Security and CPH Quality Department
Volume of tests

11. INDEPENDENT MONITORING PROGRAMME (IMP)
Tests results
on following
processes:
1) Screening of
persons
2) Screening of
cabin baggage
3) Hold baggage
screening
4) Screening of
vehicles

12. SeMS BENEFITS
Make recommendations to Security Management for
improvements
Fully updated processes and work instructions
Continuous measurements of quality outcomes
Processes and work instructions are updated throughout the
whole organisation at the moment they are released (real-time)
Efficient tool to identify findings and thereof initiate actions
A joint project which generates ownership, commitment and
influence from management and employees
Transparency – CAA has real-time online access to system

13. LESSONS LEARNED
Develop the system in cooperation with relevant authorities
Align expectations with relevant authorities
Ensure ownership throughout the whole department
Operational involvement and responsibilities for processes
Allocate proper resources to Independent Monitoring Programme
in order to ensure a valid amount of tests etc.

14. WHAT’S NEXT STEP IN SeMS
SeMS
•Continuous development
using alternative media e.g.
animation, video clips and
sound files
•Increase availability through
mobile phone
•ISO 9001 certificate

15. Focus on our quality and processes
Objective: Aim for high quality
Initiatives: Security Quality Management System, LEAN processes,
optimizing waiting time, efficient and optimal processes
QUALITY
MANAGEMENT
SERVICE
Initiatives: ”Next Step project” and ”Zero Growth project”
Focus on our employees and managers
Initiatives: Training, “3-2-1”, “KRAV”, service concepts
Objective: Our employees must provide World Class Service and ensure an
excellent beginning of any journey
Focus on being service-minded in our customer approach
Objective: Aim for inspirational, modern, present and executional
management
ESSENTIAL ELEMENTS WITHIN SECURITY

16. SKYTRAX AWARD 2013
BEST AIRPORT SECURITY PROCESSING

17. Q & A