Randall Saenz Aguero - GROUND HANDLING WORKSHOP - PANEL 2: Benefits of standards and certification for industry

1. GROUND HANDLING
WORKSHOP
AFTERNOON SESSION – MARCH, 30th
PANEL 2: Benefits of standards and certification
for industry
PAINEL 2: Benefícios da padronização e certificação
para o setor

2. Below the Wings - GOL

3. Below the Wings
Below the Wings Structure
How we do it?.
Contracts &
SLA
Quality
Assurance
Safety &
Operations
Processes
Improvement
3
§ Contracts and KPIs
Service Providers
Governance
§ Quality Programs Development.
§ Audits
§ Safety Support
§ W&B Support
§ Dispatch issues
§ Projects implementaion
§ Airports support
Below Manager
Below
Supervisors/Waders
APACS Orange Caps
Outsourced Handler
CORPORATE HUB AIRPORTS

4. Performance
What we have achieved!
4
10
8 44
74
71
4 27
80
85
0 50 100 150 200
2017
2016
2015
2014
Quality Assurance: since 2014, our QA’s
drop the number of findings by 46%.
For 2017 we expect to reduce 25 additional
points .
Mishanded bags: reduction of 33,5% from
2014 to 2016.
Our goal for 2017 is to reach 2,21 bags/1000
passengers, figure similar to asian airlines.
Ramp on time performance: waiting for
data
3,64
2,69
2,42
2,17
2014 2015 2016 2017
90%
93%
95%
98%
2014 2015 2016 2017

5. KPIs and Safety Follow ups (weekly)
Briefings and debriefings (daily)
KPIs and Quality Follow up (monthly)
Operational Meetings (montlhy)
Senior Meetings (semester)Corporate
Meetings
Executive Meetings (bimonthly)
Corporate Meetings Guideline
Handlers Governance
How we manage our outsourced partners.
5
Airport
Meetings
To keep the quality and performance of our handlers we addopted the governance system above. Since its
implementation in january 2015, it ensures close monitoring of any and every action plan alaborated by GOL and its
partners,

6. SLA Standards
How we control our partner’s SLA.
6
Performance KPIs
- Ramp on time Performance
- Mishadled Bags
-Bag Delivery
T
o
ol
SLAs
Using our inhouse developed tool, we can keep track of
every SLA in contract. Online.
Quality KPIs
- BW Audits
- RamPex
- Equipments and Readiness
Safety KPIs
- QAAudits
- Safety Reports

7. GoalFollow UpKaizen Event
Sistema de Gestão de Aeroportos
What´s the project goal?
§ Provide tool and methodologies for creation, construction and
monitoring of action plans;
§ Standardize Make up Area and Ramp processes and procedures.
SiGA Leadership Training
Application timeline
SiGA Project
How we improve our processes.
Airport Management System

8. OSD Quality and Safety Audits
§ Checked items: IOSA, SMS, ANAC e GOL Policies
Pre Audit
Major operational issues
and risks surveys
Audit
Follow up
Findings Report
Report is
answered by
handler with BW
support
Follow-up Below
Operational Risks Analysis
and Monitoring
QA Governance
How we keep quality and safety in our
operations.
8

9. 31% OPERAÇÕES
RFP
Request for
proposal
Ramp Transitions
How we did it.
9
Scope
definition
Contract
Draft approval
Negotiation
Support
Final BID
Approval
Transition Operational
Strategies
§ Establish governance between current
provider, future handler and airport
authority;
§ Detail schedule of actions and
responsibilities;
§ Governance between HR, Union and
future provider;
§ Preparation of disruption plans
§ Safety, mishandled bags and on time
performace monitoring.
GRU | SDU | CNF | POA | VIX | UDI | MOC | CKS
On Time Baggage
Before
During
After
## %
## %
## %
## %
## %
## %

10. Corporate Interactions
10
Manteinance
Cargo
Airports
Supply Chain
Comercial
Cabin Crew
Operations
OSD
BELOW THE
WINGS

11. Our partners
Who they are.
11
Others
# Stations % Network
6 44%
19 34%
10 11%
1 3%
5 3%
11 5%