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Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
Airport security 2013   Johnnie Muller
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Airport security 2013 Johnnie Muller

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  • 1. The Process of Developing and Implementing Quality Management in Copenhagen Airport Security Johnnie Müller Security Director Copenhagen International Airport
  • 2. SECURITY MANAGEMENT SYSTEMS (SeMS) • THE WAY TO QUALITY AIRPORT SECURITY 2013 CONFERENCE IN PRAGUE JOHNNIE MÜLLER SECURITY DIRECTOR, COPENHAGEN AIRPORTS
  • 3. 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
  • 4. 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
  • 5. 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
  • 6. 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”
  • 7. 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
  • 8. 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.)
  • 9. PROCESSES 4 main processes 1) Administrative processes (training and projects, ID-card office) 2) Access Control 3) Screening 4) Surveillance and patrolling
  • 10. SeMS COCKPIT Velkommen, Johnnie Müller
  • 11. 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
  • 12. 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
  • 13. 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
  • 14. 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.
  • 15. 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
  • 16. 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
  • 17. SKYTRAX AWARD 2013 BEST AIRPORT SECURITY PROCESSING
  • 18. Q & A

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