malaysia airport management
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- 1. PRESENTASI PROFIL PERUSAHAAN KUALA LUMPUR INTERNATIONAL AIRPORT BHD Agung Gatra Diarga Cahyani Pratisti Enrico T. Libert Fitriana Nuning Rahayu R. Yongki Andrea Robi Aprilianto Try Andrianto
2. Corporate Overview of Malaysia Airports Kuala Lumpur International Airport LCCT Other Airports in Malaysia Awards & Accolades The Need for Change 1. Global Economic Crisis and Challenges Faced 2. Malaysia Airports Initiatives 3. Malaysia Airports 1-Page Strategy Table of Contents 3. Vision World Class Airport Business Mission Providing world-class aviation gateways; managing cost-effective airport network and services; and exceeding the expectations of customers, shareholders and other stakeholders 4. CORPORATE OVERVIEW 5. MILESTONES THE BIRTH OF MALAYSIA AIRPORTS: 01st November 1992 a new beginning for Malaysias civil aviation industry after a Bill was passed in 1991 to privatized some of the Department of Civil Aviation functions and services. Malaysia Airports was set-up to operate, manage, maintain as well as develop airports in Malaysia, with primary importance being placed on the operational efficiency, safety and security of passengers, cargo and aircraft operations. In 1999, Malaysia Airports became the 1st airport operating company to be listed in Asia, and the 6th in the world. In 2004, the Government, thru Khazanah Nasional Berhad, holds approximately 73% of interest in Malaysia Airports. 6. MILESTONES THE BIRTH OF MALAYSIA AIRPORTS (continue): 1965 1998 Present KLIA commenced operations in June 1998 7. Airports operated by Malaysia Airports: 5 International Airports 16 Domestic Airports 4 Foreign Airports Overseas Venture: - Hyderabad International Airport, India - New Delhi International Airport, India - Astana International Airport, Kazakhstan - Sabiha Gokcen International Airport, Turkey 8. Number of Airlines Operating at KLIA (2008) Ground-Handlers in KLIA 9. MALAYSIA AIRPORTS ~ PAX MOVEMENT 1999 - 2008 29,5 32,9 32,6 34 33,5 39,4 41,6 42,5 45,2 47,4 0 5 10 15 20 25 30 35 40 45 50 mppa 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 10. Tan Sri Bashir Ahmad 11. ORGANIZATIONAL STRUCTURE ORGANIZATIONAL STRUCTURE CAN CATEGORIZED BY : A. TASK ASSIGNMENT 1. SPECIALIZATION : The Division of Labor into Small, Specific Tasks and the Assignment of Employees to do a Single Task 2. DEPARTMENTALIZATION : The Grouping of Jobs into Working Units usually called Department, Units, Group, or Divisions B. RESPONSIBILITY ASSIGNMENT 1. Delegation of Authority 2. Degree of Centralization 3. Span of Management 4. Organizational Layers 12. MAHB REVENUE STREAM REVENUE NON-AERONAUTICALAERONAUTICAL Airport Services: - Landing - Parking - Aerobridge - Check-In Counters - PSC - PSSC 1. Retail Operations 2. Hotel Operations 3. Consultancy Services 4. Event Management 5. Agriculture & Horticulture 6. GDC System 7. Car Park Operations 8. Airport Land Development 13. KLIA 14. KUALA LUMPUR INTERNATIONAL AIRPORT ~ DESIGN THEME airport in the forest, forest in the airport 15. KLIA A showcase of architecture that sets a new standard for a 21st century airport design. Asias Pacific Premier Air Transportation and Cargo Trans-shipment hub. A green-field site covering 10,000 hectares. Its original structure can accommodate up to 25 mppa and can be expanded to 100 mppa in the future. Serves more than 50 airlines, both as a gateway to the Asia Pacific and transit stop on their long haul routes, namely Europe-Australia, America-Australia and Australia-South Africa. Received numerous awards and accolades from industry watchers and organizations around the globe. 16. KLIA ~ FACILITIES Free Wifi Free Internet Kiosk Movie Lounge Sports Lounge Ambassadors VIP Rooms Childrens Play Area ERL Porter Service MAS Porter Service Smoking Rooms Signages in Various Languages F&Bs and Retail Outlets Airside Transit Hotel Pan Pacific Hotel KLIA Limo Services Feeder Bus Inter-Terminal Bus 17. KLIA ~ AMBASSADOR PROGRAM & VISITOR SERVICE CENTRE 18. AUTOGATE KLIA ~ IMMIGRATION FACILITIES 19. KLIA ~ PAX MOVEMENT 1998 - 2008 6,5 13,1 14,7 14,5 16,3 17,4 21,1 23,2 24 26,4 27.5 0 5 10 15 20 25 30 mppa 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 20. KLIA ~ AIRCRAFT MOVEMENT 1998 - 2008 64,1 116,6 109,9 113,6 127,9 140,7 165,1 181,4 184,1 193,7 211.3 0 50 100 150 200 250 (,000) 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 21. LCCT 22. LCCT Specifically built and custom-made to meet the low cost carrier business model. Constructed on a fast track basis beginning June 2005 with a simple set-up and centralized operations. Started operations in March 2006. Is currently capable to accommodate up to 15 mppa. 23. KLIA LCCT ~ FACILITIES Fully Air-Conditioned Terminal Parking Bays Adjacent Terminal Check-In Baggage Counters Check-In No Baggage Counters Baggage Carousel Domestic Arrival Hall Baggage Carousel International Arrival Hall Duty Free Outlets Food and Beverage Outlets Retail Outlets Service Counters Auto Teller Machines Foreign Exchange Food Court Tourist Information Centre 24. KLIA LCCT ~ NEW TERMINAL BUILDING The new International Arrival Hall has been completed. The new International Departure Hall is under-going construction and is scheduled for completion by the 5th of March 2009. 25. Airlines at LCCT Air Asia Indonesia Air Asia Thai Air Asia Air Asia X Cebu Pacific Airways Tiger Airways 26. LCCT ~ PAX MOVEMENT 2006 - 2008 4,7 7,7 10,1 0 2 4 6 8 10 12 mppa 2006 2007 2008 27. AWARDS & ACCOLADES 28. Airport Ranking of the year 2011 2010 2009 Hong Kong International Airport 1 3 2 Singapore Changi Airport 2 1 3 Incheon International Airport 3 2 1 Munich Airport 4 4 5 Beijing Capital Int Airport 5 8 17 Amsterdam Schiphol Airport 6 7 8 Zurich Airport 7 6 4 Auckland International Airport 8 9 10 Kuala Lumpur Int Airport 9 5 7 Copenhagen Airport 10 15 14 29. Initiative Achievement Aerodrome Certification The 1st in Asia to secure aerodrome certification from ICAO ASQ Worlds Best Airport in the 15-25 mil-passenger per annum category in 2005, 2006 and 2007 Project Green Planet First airport to receive Green Globe 21 (GG21) certification and since then have been awarded 3 years consecutively since 2004 Performance Management - Establishment of KPI in MAHB MAHB and MAS were the first among Khazanah linked GLCs to implement KPIs MALAYSIA AIRPORTS HAS ACHIEVED MANY 1st IN VARIOUS ARENAS KLIA - Low Cost Carrier Terminal First purpose built LCCT in the world and voted CAPA Low Cost Airport of the Year in the CAPA Aviation Awards for Excellence in Nov 2006 Business Continuity Management (BCM) First airport to carry out Business Continuity Simulation ROUTES First Routes event held in Asia 30. 2001 2003 2004 2005 2nd Best Airport in the World by Skytrax 5th Best Airport in the World by AETRA 3rd Best Airport in the World by AETRA 4th Best Airport in the World by AETRA 2006 Best Airport in the World by AETRA 2007 Best Airport in the World by ACI ASQ 3rd Best Airport Worldwide by Best in Travel Poll MALAYSIA AIRPORTS ~ AWARDS & ACCOLADES Top 20 GLCs The Brand Laureate Award Best Brand Transportation Airport 2006-2007 The Most Outstanding Establishment in the Tourist, Hotel, Restaurant & Catering Field 2007 (Trade Leaders Club, Madrid) KLIA was the 1st to be presented an Airport Service Quality Assured Certificate by ACI following a successful audit of its airport passenger service QMS OSHAS 18001:2007 Certification ISO 9001:2004 Certification Moving forward EMS 14001:2004 31. THE NEED FOR CHANGE 32. GLOBAL ECONOMIC CRISIS AND KEY CHALLENGES IMPACTING THE AVIATION INDUSTRY The biggest challenge nowadays is the global economic situation ie global warming, fuel price spikes, terrorism, outbreaks, new imposed legislations, currency fluctuations, political uncertainties and instability, etc. 2009 will be a year for recuperation and recovery. The biggest risk is that due to the economy, we stop looking for opportunities and not grow our knowledge towards the changing market! The extra ordinary industry crisis situation therefore requires action! Malaysia Airports has therefore recognized certain developments, initiatives, improvements and opportunities in pursuing a better tomorrow. 33. KLIA ~ RETAIL OPTIMIZATION PROGRAM ROP - development of new retail concepts Upon facing the economic crisis - finding the balance between Aeronautical and Non-Aeronautical revenues To find tune the biggest barrier to travel retail expansion ie the world economy, in order to continuous remain in the business Creating a clearer positioning of brand New look! Wider range of products! Customers satisfaction! 34. KLIA ~ ASQ IMPROVEMENT PROGRAM Courtesy and Care Program Establish eye contact Greet customers Receive with grace and give with thought! 35. An effective Customer Service Management leads to increased revenues and profits Customer loyalty Quality improvement Product / Service improvement What does Customer Service Management (CSM) aim for? Migration of customers must be stopped Satisfied customers consume / spend more Targeted customer approach becomes possible What are the importance of CSM to airports? Revenue & profit maximization What is the effectiveness of a CSM? 2 KLIA ~ ASQ ASSURED PROGRAM 36. Opportunities: Neighboring countries ie China, India and Indonesia are high growth aviation markets. Favorable Malaysian demographics large population of young working adults and new retirees business and leisure travel. ASEAN open sky policy. Airline consolidation taking place worldwide. To Malaysia Airports: Opportunities to participate in aviation support industries such as training (eg airport related expertise, project developments etc). Steady flow and growth of airline passengers. Potential for new airlines to operate and further route development to and fro Malaysian airports. Positions KLIA as next generation hub 37. 37 People / culture Process / system Structure Recruit for Potential Right People, Place & Numbers Build Competence Instill Shared Values Reward and Recognize Performance Communicate Effectively Demonstrate Leadership MECE Structure Sweat the Assets Appropriate Pricing Policy Fit for Future Infra Enhance External Relations Drive Revenue and Spend Management Streamline Policies & Procedures Build Common IT Infrastructure Informed Decision Making Ensure Service Quality Drive Continuous Improvement Malaysia Airports 1-page strategy 2009 - 2013 38. connecting people is what we do best THANK YOU!