Chairman s Opening Remarks. Glyn Hughes Global Head of Cargo, IATA

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2 Chairman s Opening Remarks Glyn Hughes Global Head of Cargo, IATA

4 Key Outcomes WCS 2016 Glyn Hughes Global Head of Cargo, IATA Lise-Marie Turpin Vice President Air Canada Cargo & Chair of IATA Cargo Committee

5 What happened at WCS 2016?

6 Cargo Operations How can we do things better? Moderator: Nick Careen, SVP, Airports Passenger Cargo Security Division, IATA Panel: David Ambridge, Director Cargo Operations, Worldwide Flight Services Christian Bergfelder, Director Network Airside Europe, DHL Express Chris Notter, Vice President Cargo Operations, Saudia Cargo Simon Yap, Manager Service Delivery, HACTL

7 Cargo 2000 Stephen Smith Cargo iq Board member Vice President IRR Implementation Support, DHL Global Forwarding Kester Meijer Head of Operational Integrity, KLM Cargo

8 Stephen Smith Cargo iq Board member Vice President IRR Implementation Support DHL Global Forwarding Kester Meijer Vice Chairman, Cargo iq s Membership Board Director Operational Integrity - DSCMM, KLM Cargo An IATA interest group

- forwarders - GHAs - IT companies - airports Members work together to measure success and continuously improve

and movement of air cargo consignments from shipper to final consignee UNIQUE ROUTE MAP Clear milestones and

to improve using your existing resources Find out where quality is a problem Take action Enable action Innovate

10 10 Million 5.5 Million 82 Members A2A shipments measured in 2015 D2D shipments measured in 2015 Worldwide collaborate airlines - forwarders - GHAs - IT companies - airports Members work together to measure success and continuously improve the value of airfreight for customers VISIBLY BETTER MASTER OPERATING PLAN (MOP) Maps the process in the planning and movement of air cargo consignments from shipper to final consignee UNIQUE ROUTE MAP Clear milestones and reliable monitoring 900,000 A2A shipments measured monthly 500,000 D2D shipments measured monthly Focus on where to improve using your existing resources Find out where quality is a problem Take action Enable action Innovate 2016 New industry standard audit & certification scheme QUALITY THAT YOU CAN TRUST Shared version of the truth Smart data project adding 110 million lines of performance data annually An IATA interest group

4 Dimensions of Service Quality 1. Transportation Quality On time, in full, undamaged Sample question: how good is our on-time transit time performance? 2.

11 4 Dimensions of Service Quality 1. Transportation Quality On time, in full, undamaged Sample question: how good is our on-time transit time performance? 2. Information Quality At any given point in time what the status of an activity is Sample question: where is the shipment? Service Quality 3. Output Quality The content quality, format, legibility of a quote, an invoice etc... Sample question: is the quote easy to read and understand? All executed at a high with high consistency 4. Interaction Quality Human interaction determined by accessibility, responsiveness, courtesy, competence Non-human interaction quality determined by, for example. ease of doing a transaction on line

12 % (RCS missing) % (DEP missing) % (RCF missing) % (NFD missing) % (DLV missing) 1% 1% 1% 2% 9% 5% 1% 1% 7% 12% 9% 5% 5% 31% 12% 3% 1% 2% 6% 15% 3% 5% 8% 6% 8% 3% 1% 1% 11% 12% 12% 4% 4% 36% 17% 2% 1% 1% 6% 17% 6% 4% 4% 7% 18% 1% 2% 2% 2% 2% 2% 1% 2% 11% 3% 1% 1% 1% 4% 4% 2% 0% 1% 3% 6% 86% 79% 97% 98% 95% 16% 0% 3% 6% 13% 9% 1% 1% 3% 1% 7% 3% 3% 5% 5% 4% 1% 2% 4% 6% 8% 8% 8% 11% 8% 10% 3% 3% 21% 42% 16% 14% 8% 14% 14% 25% 2% 9% 32% 14% 5% 4% 4% 13% 7% 7% 1% 1% 7% 7% 8% 7% 8% 14% 13% 52% 6% 16% 99% 23% 2% 2% 2% 20% 10% 19% 6% 10% 28% 15% 2% 1% 2% 2% 4% 6% 4% 30% 7% 7% 77% 76% 77% 81% 80% 7% 40% 4% 21% 19% 60% 11% 7% 99% 99% 10% 8% 9% 100% 93% 62% 61% 66% 100% 69% 98% 80% 44% 49% 44% 8% 9% 8% 40% 16% 53% 9% 34% 98% 39% 42% 3% 5% 22% 26% 57% 36% 19% 100% 78% 12% 3% 4% 100% 32% 84% 5% 23% 100% 18% 29% 2% 5% 96% 16% 12% 5% 63% 64% 73% 5% 4% 26% 92% 48% 17% 6% 4% 63% 30% 53% 0% 3% 100% 100% 100% 100% 100% 100% 99% 77% 75% 74% 96% 75% 98% 1% 1% 100% 100% 81% 90% 81% 86% 91% 23% 0% 0% 0% 11% 100% 100% 92% 93% 92% 4% 4% 4% 100% 90% 94% 94% 98% 97% 97% 100% 100% 94% 94% 95% 100% 100% 97% 97% 97% 23% 24% 93% 56% 62% 93% 80% 83% 83% 95% 44% 45% 49% 56% 59% 39% 1% 7% 100% 100% 73% 63% 81% 93% 85% 100% 97% 97% 100% 100% 2% 3% 2% 5% 5% 71% 100% 100% 71% 71% 38% 19% 29% 60% 54% 46% 37% 98% 100% 100% 100% 100% 100% 100% 54% 2% 2% 5% 100% 100% 3% 3% 3% 100% 93% 78% 0% 0% 100% 100% 97% 97% 97% 100% 100% 0% 3% 0% 100% 52% 88% 88% 88% 100% 100% 100% 0% 0% 100% 100% 100% 0% 100% 100% 100%

14 10 Million 5.5 Million 82 Members A2A shipments measured in 2015 D2D shipments measured in 2015 Worldwide collaborate airlines - forwarders - GHAs - IT companies - airports Members work together to measure success and continuously improve the value of airfreight for customers VISIBLY BETTER MASTER OPERATING PLAN (MOP) Maps the process in the planning and movement of air cargo consignments from shipper to final consignee UNIQUE ROUTE MAP Clear milestones and reliable monitoring 900,000 A2A shipments measured monthly 500,000 D2D shipments measured monthly Focus on where to improve using your existing resources Find out where quality is a problem Take action Enable action Innovate 2016 New industry standard audit & certification scheme QUALITY THAT YOU CAN TRUST Shared version of the truth Smart data project adding 110 million lines of performance data annually An IATA interest group

16 Innovation Awards Why Innovation? Innovation is the creation of new value and new satisfaction for the customer.gary Ryan Blair

17 Runner-ups for Innovation Awards 2015 CLIVE by Niall Van de Wouw Cargo e-claims platform by Cargo Hub by Kiona van de Burg

18 Winner of Innovation Award 2015 CHEP Aerospace Solutions by Floris Kleijn

19 Innovation Awards 2017 We are inviting participants to submit ideas from across the industry. Individuals, teams or enterprises with solutions which: Drive innovation resulting in improved performance Encourage entrepreneurial ideas Increase quality or decrease cost of operations Be an enabler for the industry Optimize supply chains

20 2017 Launch Key Dates: It starts today: 17 March 2016 Deadline for submission: 31 January 2017 Independent judges will shortlist final 3 Winner and runners-up of Air Cargo Innovation Awards Decided at World Cargo Symposium March 2017 by YOU!

21 WCS 2016: Closing remarks and where next? Glyn Hughes Global Head of Cargo, IATA

22 IATA Raffle

23 55:03:49 STOP

While you were at WCS 2016 300,000 flights took off 385,000 shipments sent 20

24 While you were at WCS ,000 flights took off 385,000 shipments sent 20 million express shipments sent 550,000 tons carried $US 42 billion carried in value

25 WCS 2017: Where next? Glyn Hughes Global Head of Cargo, IATA

26 Save the date for WCS2017

27 WCS 2017 Welcome Roberto Casabianca Head of Commerical, Etihad Cargo

28 Chairman Glyn Hughes Global Head of Cargo, IATA

29 Upcoming IATA Cargo Events October 2016 Brussels, Belgium AirPharma Conference Lithium Battery Workshop Cargo Claims and Loss Prevention Conference Cargo Security and Facilitation Forum

30 Thank you and see you soon! Networking Break

Cargo iq: Building the Future of Air Cargo. Quality Standard for the Global Air Cargo Industry

Cargo iq: Building the Future of Air Cargo Quality Standard for the Global Air Cargo Industry An Introduction Founded in 1997 as an IATA Interest Group by leading forwarders and airlines, with the aim