Integrated Management Systems in Airport Terminal Services

Fraport IC Đçtaş Antalya Havaalanı
Terminal Yatırım ve Đşl.A.Ş
Quality Management, 2010
Presented By: A.Laukenmann-M.Güngören

1. Preface
2. Statistics
3. Airport Management
4. Terminal Management
5. ICF Airports
6. Integrated Management System (IMS)
– Quality Management System
• Process Structure,
• Process Time Standards,
• Operational Performance Measurement
• Customer Relations Management
– Health& Safety System
• General health&safety principles,
• Best practices,
– Environment Management System
• Ecology,
• Economy,
• Social responsibility,
• Environmental applications
– Airport Carbon Accreditation
– Green Airport Company
Table of Contents

Every year, the global tourism activities increase by approximately 4%, while in Mediterranean geography, the region of Turkey, the ratio is about 7-8%. Turkey gets an
important share over this growth. In recent years, the number of visitors has reached 30 millions, whereas its positive contribution to balance of international
payments is around 22 millions USD. With a 22% share of tourism activities in Turkey, Antalya region bears significant importance.
Upon an analysis on means of transport for global tourism, we observe that almost 50% of this consists of aviation. Especially for Antalya, the airline transport comprises
more than 95% of all means in tourism. Therefore, the places, where the visitors are first welcomed and lastly seen off, are the airport terminals. So, terminal
services located in such an important point should provide high technology and knowledge, as well as service in national and international standards. As a matter of
fact, the demands by international institutions such as ICAO, ECAC, IATA, and ACI, as well as regulations by SHGM (Directorate General of Civil Aviation),
DHMĐ (General Directorate of State Airports Authority), Security Directorate and Customs Office, show that the terminal services require a certain interdisciplinary
administration.
In aviation sector, the time is always the most limited source and it should be rightly managed via effective coordination. Besides, this is one of the sectors that experience
the fastest technological developments. The reactions for such developments should be as quick.
The customer profile of the sector is quite various, and the expectations are high. In order to meet these expectations, it is obligatory to produce integrated service. The
interaction of processes, which have many various sources, should be appropriately designed and effectively administrated.
Natural and social environment is negatively affected by aviation activities. That being the case, some investments should be made and maintained in order to eliminate or
minimize all the problems.
All the abovementioned requirements have steered the institutions towards a perception and application regarding new management systems. Pursuant to this approach, our
company aspires to produce a people-oriented, gradually improving service sensitive to natural and social environment, with high quality standards, and has certified
its works with respect to 3 integrated management systems after accomplishing the relevant efforts.
The corporation has completed the “Airport Carbon Accreditation” studies, which are initiated by ACI in order to prevent the depletion of ozone layer due to several
harmful gases and thus the climate change, and we have been granted an accreditation certificate.
Besides, in sectoral manner, meeting the “Green Airport Corporation” requirements stipulated by SHGM, our corporation has displayed the determination to eliminate or
minimize the damages on the living, water, soil and air.
The corporation shall make several explanations on following issues in accordance with its desire to demonstrate how integrated management systems are applied and
managed:
– General information about Integrated Management Systems in terminal operations industry,
– Terminal services process structures according to national and international standards,
– Performance measurement and assessment systematic,
– Customer satisfaction via customer-oriented approach,
– The job security and comfort of our employees, business and 3rd parties,
– Economical and environmental benefits via using new technologies,
– The comprehension that creates minimum CO2 emission via carbon accreditation,
– Terminal manager with “Green Airport Corporation” registration,
1-Preface
Preface

AYT (mio) 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
Total Int. 4,23 6,85 8,73 9,80 9,74 12,41 14,13 12,22 15,16 16,20 15,21
Total Domestic 0,64 0,68 0,53 0,58 0,62 1,09 1,61 2,41 2,54 2,43 2,80
Domestic + Int. 4,88 7,53 9,26 10,38 10,36 13,50 15,73 14,63 17,70 18,64 18,01
Source: DHMI
mio PAX
Passenger Growth of Antalya Airport
5.597 4.234 6.849 8.733 9.796 9.742 12.410 14.125 12.219 15.288 16.202 15.211
4,234 International 6,849 8,733 traffic 9,796 of AYT 9,742 grew 12,41 by 13,6% 14,13 between 12,22 1999-2009 15,29 16,2 15,211
4,812 5,469 6,215 7,064 8,028 9,124 10,37 11,78 13,39 15,221
20,00
18,00
1,137 1,137 1,137 1,137 1,137 1,137 1,137 1,137 1,137 1,1365
16,00
14,00
12,00
10,00
8,00
6,00
4,00
2,00
0,00
Average % 13,6
2-Statistics
Total Int.
Total Domestic
Domestic + Int.
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

International Terminals Mio Total PAX *
Đstanbul (Ataturk) 29.8
Antalya (Antalya) 18.01
Istanbul (SAW) 6.5
Izmir (Adnan Menderes) 6.2
Ankara (Esenboga) 6.1
Dalaman (Dalaman) 3.3
Bodrum (Milas) 2.8
Others 12.5
TURKEY Total 85.5
* Data source: DHMI 2009 turnaround,
int and dom pax figures
Izmir
Istanbul IST
ĐstanbulSAW
Bodrum
Dalaman
Antalya
2-Statistics
Ankara
% 21,4 of total pax

Passenger Nationality
• Top 10 nationalities account for 81% of all international pax traffic
• Germans and Russians are the leading nationalities
Ukranian
5%
British
5%
Swedish
3%
French
4%
Turkish
6%
Passenger Nationality - 2010 H1
Dutch
6%
Austrian
3%
Norwegian
3% German
33%
Russian
32%
2-Statistics

Flights from Antalya
Antalya

Technic
Catering
ATC Services
Ground
Handling
Fuelling
Transportation
3-Airport Management
Safety
Terminal Services
Passengers-Aircrafts
Airlines

18L
36R
Terminal 2
Domestic
Terminal 1
36C
36L
18C 18R
Antalya Airport
Antalya is the second
largest airport in Turkey and
the gateway to the largest
tourism destination in the
Eastern Mediterranean.

1-Passenger & Baggage
Services
4-Terminal Management
2-Aircraft Services

Terminal Informaties
Area (sqm)
Max pax cap. phr
Gates
Bridges
Check In Counters
Baggage Arr Belts
BHS cap. phr
Dep.Passport Area Capacity (pax)
T1
56.000
2.874
10
12
59
6
3.600
5680
T2
77.038
4.875
16
12
65
6
5.000
5400
ICF Airports Terminals
T3
36.000
980
8
4
32
4
2500
-
T1
T2
T3

ICF Airports Aggreement
Considered a “Concession Agreement”, the contract effectively is a long-term
“Lease Agreement”.
2007-2024
State Airport
Authority
DHMI
Lease
Agreement
Project Company
ICF Airports
12

ICF Airports Corporate Structure
50% 50%
Founded in May, 2007

IC Holding is a group active primarily in
construction, tourism, energy,
infrastructure and real estate.
1. CONSTRUCTION
2. TOURISM
3. INDUSTRY
4. ENERGY
5. INFRASTRUCTURE
6. REAL ESTATE DEVELOPMENT
IC Holding

Aviation Ground
Handling
Retail &
Properties
Fraport Group
Fraport AG has successfully been operating the Frankfurt international air
transportation hub for many decades. Using the know-how and
experience acquired in operating and managing its FRA global hub over
the years, Fraport is offering its extensive expertise at a large number of
other locations worldwide.
External
Activities

6-Integrated Management System
=IMS
ICF Airports Integrated Management System,
perceptions of how the terminal services
provided to international standards and
created of the process structure is an instance
represents.
We will try to demonstrate with the following examples, how
integrated management systems are applied and managed in
the company.

IMS Applications
1. Top management is established a quality policy
and objectives.
2. Documents management is done very effective
way.
3. Company Records are defined to provide evidence
of conformity to requirements and the effective
operation shall be controlled.
4. In order to protect records during retention time
and easy to access, archive system is established.

IMS Applications
5. An interactive process structure is established.
6. Statistical process control is conbined with
Operational Performance Measurement. These
methods demonstrate the ability of the
processes to achieve planned results.
7. An Organizational Chart illustrates the
responsibility and relative authority of the
personnel who manage, perform, and verify the
activities affecting the QMS.

IMS Applications
8. Training, education, competence, experience
of staff are defined as key criterias.
9. Suppliers are evaluated at regular intervals.
10. All technical systems are arranged in relation
to the periodic maintenance plans. In this
way the system’s UP-TIME rates is
increasing.
11. Customer satisfaction measurement,
complain management and improvement are
done in very proper way. All our sources are
focused to enhance customer satisfaction by
meeting customer requirements.

IMS Applications
12. Top management reviews at planned intervals, to
ensure its continuing suitability, adequacy and
effectiveness.
13. Determined preventive actions to eliminate the
causes of potential nonconformities in order to
prevent their occurrence.
14. Occupational health and safety
management system is applied
very effectively. The job security
and comfort of our employees,
business and 3rd parties.

15. Environmental management system is applied very
effectively.
16. The following requirements are fully met:
• Carbon management requirements,
• Green Airport Company requirements.
All these applications are provided us continual
improvement and sustainability.
Some examples of the applications:
IMS Applications

Management
Processes
Operational
Processes
Support
Processes
Human Resorces&
Org. Development
IT Services
Top Management
ICF Airports Process Structure
Operation
Duty Management
Security
Commercial Affairs
Finance
Law
Management
Systems
Technical
Services
Corporate
Com.

Departure Passenger Process
1
2
3
4
5
6
7
8
9
10
11
12
13
Security check - Terminal Entry
Check-in (per pax)
Check-in (average)
Passport Control (per pax)
Passport Control (average)
Security check - Gate Entry
Arrival Passenger Process
Bridge Docking
Visa check (per pax)
Passport Control (per pax)
Passport Control (average)
First baggage on belt
Last baggage on belt
Baggage carts usage Availability
Process Time Standards
Standards
16 sec/pax.
60sec/pax
30 min.
20sec/pax
10 min
15 sec/pax
Standards
65 sec/bridge
13 sec
15 sec/pax
10 min
18 min
40 min
>20 %

Key Performance
Indicators=KPIs
Customer
•Pax satisfaction
•Coporate customer satis.
•Staff satisfaction
•Complaints.
Financial
•Profitability,
•Capital Profit,
•Operational Cost,
•Revenue structure,
•Cash receivable,
ICF Vision-
Strategy-
Policy
Learning-Growty
•Turnover,
•Absence,
•Training data,
•Productivity,
Operational Performance
Measurements
Internal Process
•Comercial activities,
•Time management
•Ops activities.
•Technical systems UP-TIME
•IT systems UP-TIME

Baggage
Services
•Misrouted bag,
•Damage bag,
•Bag delivery,
Commercial
Business-Retail,
•Office rent,
•Advertisement,
•Shopping,
•Any other com.activities
ICF
SERVICES
Passenger Services
•Check-in,
•Flt monitoring
•Boarding,
•Passport control,
•Viza,
•Health svcs....
ICF Services
Aircraft
Services
•Bridge,
•400Hz,
•PCS,
•Water

ICF Services
ICF KPIs
1-Finance
2-Customer
Satisfaction
3-Internal
Process
4-Sources
(Assets, Emp,)
Commercial
Business
Non
Av.Revenue
Satisfaction
Occp.area%
HR-Up Time
KPI and Services Interaction
Aircraft
Services
Up time
HR-Up
Time
Pax
Services
Av.Revenue Av.Revenue
Satisfaction Satisfaction
Processing
times
HR
Baggage
Handling
Terminal
dly
Up Time
26

Customer Relations Management
Customer relations are managed with a customer oriented approach. Every
suggestion/complaint is evaluated by the customer committee.
Suggestion/complaints are collected by various ways.
Customer satisfaction is measured systematically. Passenger and customer
surveys are done regularly.

Collection of Customer Data

Complaint
Stored Data
Related Dept.
Manager
Related Dept.
Manager
Customer Data Evaluation Process
The process is managed by CRM
software.
Quality
Dept..
Customer Committee
Decision
Corrective & Preventive
Actions
Customer
Feedback

Customer Satisfaction

Survey Report

OHSAS
In accordance with requirements of TS 18001 standard all
have been fulfilled.The best practices in the company
are;
– Risk Assessment,
– Periodical health checks,
– Periodical radiation measurement,
– Protective and preventive actions,
• System improvements and new technology usage
• Protective eqipments,
• Warning Signs,
• Training,
– Monitoring.

ICF Health & Safety Principles
1. Development of a general preventive policy including the effects of
factors about technology, organisation, working conditions, social
intercourses and work environment.
2. Rather than personel protection, giving priority to public protection.
3. Preventive actions for work safety; ensuring suitable work equipment.
4. Continuous improvement with adaptation to new technology.
5. Replacing the hazardous with the non-hazardous or less hazardous
ones,
6. Developing right instructions for the right work.
7. Replacing warning signs in all-risk areas of the terminal
8. Trainings for OHSAS. (On the job, calss and Drills are applied.)
9. Informing the staff.
10. Taking all the hygiene precautions.

Environment
Beside achieving a sustainable balance concerning the
environmental impact of our activities, our company's
fundamental objective is to take into consideration ecologic,
economic, social and public interests. Acting from this
standpoint, an environmental impact assessment was
conducted and an environmental management plan and
program were devised.

Ecology
•We will use ecologicallyfriendly
energy sources.Trigen
power plant is the one of.
•We will not caused any
additional CO2 emission due
to our operational activities.
•We will support Airlines to
reduce CO2 emission.
•We will implement properly
ISO Environmental
Management System.
•We will manage all type of
waste in compliance with
regulations.
ICF Airports
Strategic Sustainability Goals For
Environment
Economic
•Environmental
investments is continued.
Up to now performed 21.4
millions EUR.
•We cover all cost
regarding waste
management. Reserved
about 1 million EUR yearly
basis.
•We booked financial funds
to consistently upgrade of
Airport Carbon
Accreditation.
Environmental Strategies
Social-Public Plan
•We generate job
opportunities for more than
2.000 people.
•We committed to reduce
continually incidents and
accidents by taking
preventive actions.
•In order to spirit environmental
awareness of ICF
and partners staff, is
provided continuous
training.
•We are driving forward the
firms for Green Airport
Project.

1. Terminal Buildings Design and Facilities
2. Technology Usage and Energy Saving
3. Sustainable Financial Resources
4. Air Quality and Carbon Emissions
5. Noise
6. Water Quality
– Waste Water Treatment
– Drinking and service waters
Environmental Applications

1. Soil Quality
2. Waste Management
Environmental Applications
3. Management of Hazardous Waste /Substances
4. Landscape
5. Education and the Development of Environmental
Awareness
6. Social Responsibility Projects

IMS Certificates

Airport Carbon Accreditation
ICF Airports is committed to reduce carbon
emissions at Antalya Airport, by taking all
needed activities and also collaborative efforts
with airlines, air traffic control, ground handlers
and others as part of a comprehensive strategy
towards aviation’s presence on the ground.
ICF Airports Calculation of the carbon footprint
is followed the principles of the GHG Protocol
and ISO14064, subject to additional
requirements outlined in the scheme
documentation.

� Antalya Airport achieved Airport Carbon Accredited status
at the 'Mapping' level on 6 August 2010.
� AYT became one of the 22 accredited airports in Europe
� Airport Carbon Accreditation was launched in 2009 by ACI EUROPE
� Aim is to manage and reduce CO2 emissions with the ultimate goal of
becoming carbon neutral.
� At the Mapping level, the following steps have been achieved:
� AYT’s operational boundary and sources for emissions were determined
� Annual carbon emissions for the previous year were calculated.
� A carbon footprint report was compiled.
� An independent third party verified the report.
� ACI Steering Committee approved the report.

Carbon Accreditation Process

The ‘Airport System’ Carbon Footprint Model

Food
% 0,5
Utilities
%2
Typical ‘Airport System’ Carbon Footprint
Materials & Waste
%1
Transport
%10
Flights
%86,5

ICF Airports Carbon Footprint Report

ICF Airports Carbon Map

Airport Carbon Accreditation

Green Airport Project
The project under the name of ‘Green Airport Project’ has
been launched by General Directorate of Civil Aviation (CAA).
With these project works, eliminating or preventing negative
effects which solid, liquid or gaseous waste which can be
accumulated as a result of our activities give direct harm to life
through the soil, air and water pollution will be ensured.
The requirements of the project are match with Environmental
Management System requirments. Therefore, 2 projects
carried out parallelly and finalized together. The company
certified by CAA in the year 2010.

“Green Company” Certificate

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