Cargo Operations & Handling. Excellence in Air Cargo Handling & Fast Cargo

Transcription

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2 Cargo Operations & Handling Excellence in Air Cargo Handling & Fast Cargo

3 IATA Competition Law Compliance

4 Chairman s Welcome DeviPrasad Rambhatla Vice President & Global Head Travel Transportation and Hospitality Wipro

5 Safe, Secure, Fast and Efficient Bob Rogers Senior Advisor Nordisk Aviation Products a.s.

6 Safe, Secure, Fast and Efficient Bob Rogers Senior Advisor Nordisk Aviation Products a.s

7 What do we mean by safety? The placing and securing of air cargo in the aircraft in a defined manner that protects the aircraft and its systems during flight

8 Which requires.. Understanding What the aircraft expects Complying with the aircraft Weight and Balance Manual Recognizing that the aircraft has limitations

9 Risk Financial Risk- cost to airlines of damage and disruptions Commercial Risk- cost to airlines of poor customer service levels Regulatory Risk- cost to airlines of falling foul of the regulators Flight Safety Risk- the ultimate risk

10 Aircraft Weight and Balance Weight and Balance isn t just about doing the calculations- its about making sure it all stays where its supposed to stay Compliance

11 What can possibly go wrong?

12 Accidents 2 Serious Incidents ~ 1 per week Fine Air Flt 101 National Flt 102 Aircraft Tip Aircraft Tail Scrape Load shifts Significant Loadsheet Error Daily Operations ~ 16 per day* Locks Not Raised Nets Not Secure Incorrect Loading Position Incorrect Weights of Cargo / baggage ULDs badly built Load sheet errors

13 So what goes wrong? ä ä ä ä A random data sample of 1088 reports was broken down into 3 categories of aircraft loading issues: Unsecured Loads: The loads were not secured due to OPS handling, procedures not followed, or faulty equipment. Load Sheet: Errors in the load sheet for departure due to load sheet preparation procedures not being followed. Weight / Balance: Undesired change in weight / balance due to documentation errors.

14 What s moving?

15 When are the issues being identified? ä ä Found: Errors identified and rectified before the aircraft is pushed back. Escapes: Errors that are found after pushback, mainly on arrival by unloading staff.

16 Why

17 Data from the IATA Ground Damage Database ( GDDB) Damage to aircraft

18 ULD ranked #2

19 Hold damage

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23 What about the regulators? Fine Air Accident Investigation Report 21.The loaders who loaded the accident airplane were not aware of the potentially catastrophic consequences of misloading the airplane and failing to properly secure cargo, and this contributed to the accident. 22.Formal training is necessary to ensure that cargo handling personnel receive standardized instruction on safety-critical aspects of the loading process.

24 Detailed guidance into cargo operations One but not the only means of compliance Applies to US carriers and all carriers landing in the US AC

25 National Air Cargo A repeat of Fine Air Tribal knowledge being used instead of following the WBM A significant number of common practices are not stated in the WBM

26 Boeing supplemental procedures to Weight and Balance Control and Loading Manual 44 pages long, 5 specific processes, being continuously updated

27 Pain points Widespread lack of competence in the ground based cargo process Inadequate and unsupportive airport infrastructure Airlines responsible for flight safety but lack the ability to exert meaningful control Uneven regulatory environment

28 Fit for Purpose? Establish more procedures? Implement more audits? Treat the damage and near misses as cost/risk of doing business? Pay more for greater safety? Use less outsourcing?

29 Safe for flight?

30 Suitable conditions for a piece of aircraft equipment?

31 Does he understand the safety aspect of his job?

32 Thank You

33 Operations and the Customer Ashish Pradhan Airline Practice Head Travel, Transportation and Hospitality Wipro

34 Does the air cargo customer get the best customer experience from operational and handling environments? What programs should the industry explore or endorse to improve the customer experience? WIPRO LTD INTERNAL

35 Agenda What can we do to transform cargo customer experience? What are the barriers in this customer experience journey? Artificial Intelligence, IOT and Mobility Use Cases for Customer Experience WIPRO LTD INTERNAL

36 What can we do to transform cargo customer experience? Visibility & Safety of Shipments Paperless Environment (Cargo IQ & e-freight) Digital & Engaging experience Speed & Fast Cargo One-stop Shop Experience - Ancillary Services WIPRO LTD INTERNAL

37 What are the barriers in this customer experience journey? Programs Operational Costs Fuel Costs - Increase Security Costs - Increase due to threat (Terrorism &Theft) Asset losses because of poor Tracking ( ULD & equipment) Claims & Damages - Inefficiency in ground handling Intelligence & Transformation Legacy Systems Compliance & Standards Eg. CargoXML Alliance & Partnerships flexibility is constraint Customer choice of Channel is restricted Limited support towards Mobility, Digital & Analytics IoT & Automation Manual Handling Delay in Documentation / Acceptance Speed & Quality goes down Lack of Consistent Processes Data Errors Mobility & Services WIPRO LTD INTERNAL

38 Programs to delight the Customers! WIPRO LTD INTERNAL

39 Program Customer Service Availability 24x7x365 Use Case 1 Artificial Intelligence Chat bot I want to ship a pet dog to Hamburg, do you have the service? Yes our product offering Pet Cargo can ensure safe shipping of your pet Text or voice what are the documentations required? You need to have Health Certificate, Vaccination Record and Import Permit Will my pet dog be fed during its overnight stay? Customer Yes, we have a 24/7 special handling team for live animal shipments. So can you tell me what could be the possible steps to complete the shipping Cargo GENIE Yes, you can leave the package & documents with our executive at the airport counter WIPRO LTD INTERNAL

40 Program Customer Service Availability 24x7x365 Use Case 1 Artificial Intelligence Chat bot Text or voice The Business team controls & decides what Cargo functions to enable thru the Chat Bot Customer Wipro HOLMES Applied Artificial Intelligence that specializes in doing tasks like human beings Cargo GENIE WIPRO LTD INTERNAL

41 Program Visibility & Transparency Use Case 2 IOT Real time monitoring of shipments (Device Enabled) I want to monitor my shipment throughout the journey? Monitor your shipments any time through Cargo Mobile App Cargo App Customers can set their alerts & milestones Customer MAP view screen Shipment exact location through geo-fencing technologies (Track & Trace) View trip details Click on shipments to see milestones, temperature information graph and alarm notifications (Temperature Monitoring ) Zero Q time while tendering cargo Quick recovery Geo fencing Acceptance Stage % control temp deviations Cry signal Missing connection 2017 WIPRO LTD INTERNAL Temp Sensors Perishable Cargo 0% Theft Light sensitive Valuable Cargo

42 Program Self Service Use Case 3 Mobility & Services Chat BOT Upload Docs Chat BOT Customer asking questions and BOT providing answers Upload Any docs related to shipment e-generate Register E-Generate Airport Gate pass / Bar code AWB stickers /cargo receipt/delivery order /POD (Paperless Operations) Register Claims & Complaints Pay Online Delivery order & Storage charges + more Customer Pay Online Ancillary Services Ancillary Services Shipment Pick up & Drop, Customs brokerage services, Cool chain facilities like (Cool Containers / Trucks/ Cold storage) Tracking (MAWB/HAWB/TEMP shipments/ Claims/ Key resources & Equipment's) Track & Trace DYOR (Reports) DYOR (Design your own Reports) Customize their Reports WIPRO LTD INTERNAL

43 Work Smarter - Deliver rich Customer Experience Air Cargo Operational Processes Make Booking Appointment Accept Shipment & Warehousing Clear Export Customs Build up & Load planning Departure Arrival Import Customs Breakdown & warehousing Delivery What Customers Demand... Streamlined services & Faster delivery Customer Behavior Choice of Channel Faster clearance Visibility Safety Transparency Technology Artificial Intelligence Human Machine Interface (Chat Bots) Machine learning Smart Service recovery Smart Incentive programs IOT Automation Protection to the shipment from theft Real time data for better planning Alerts & Alarms to make quick decisions ULD optimization Auto build plan Mobility Appointments Cargo handover & Delivery Pre clearance Customs Tracking- Shipment & Claims Payments Online Advanced Analytics Predictive Analytics No Show / Go Show Predict Optimum Route Predict Asset Requirement Resource Planning Forecast Predict Optimum Load-ability WIPRO LTD INTERNAL

44 Thank You WIPRO LTD INTERNAL

45 Thank you to our Networking Break Sponsor

46 Cargo Operations & Handling Excellence in Air Cargo Handling & Fast Cargo

47 It Takes a Village Moderator: Ö David Ambridge, General Manager, Bangkok Flight Services Panelists: Ö Nick Platts, Head of Cargo, Heathrow Airport Ö Jonas van Stekelenburg, Head of Cargo Schipol

48 Wrap Up and Conclusion DeviPrasad Rambhatla Vice President & Global Head Travel Transportation and Hospitality Wipro