malaysia airport management
Post on 22-Nov-2014
Embed Size (px)
PRESENTASI PROFIL PERUSAHAAN
KUALA LUMPUR INTERNATIONAL AIRPORT BHD
Agung Gatra DiargaCahyani PratistiEnrico T. Libert
R. Yongki AndreaRobi ApriliantoTry Andrianto
Corporate Overview of Malaysia Airports
Kuala Lumpur International Airport
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
Vision“World Class Airport Business”
“Providing world-class aviation gateways; managing cost-effective airport network and services; and exceeding the expectations of
customers, shareholders and other stakeholders”
MILESTONES – THE BIRTH OF MALAYSIA AIRPORTS:
01st November 1992 – a new beginning for Malaysia’s civil aviation industry after a Bill
was passed in 1991 to privatized some of the Department of Civil Aviation functions
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.
MILESTONES – THE BIRTH OF MALAYSIA AIRPORTS (…continue):
KLIA commenced operations in June 1998
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
Number of Airlines Operating at KLIA (2008) Ground-Handlers in KLIA
MALAYSIA AIRPORTS ~ PAX MOVEMENT 1999 - 2008
32,9 32,634 33,5
1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
Tan Sri Bashir Ahmad
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 Authority2. Degree of Centralization3. Span of Management4. Organizational Layers
MAHB REVENUE STREAM
Airport Services:- Landing- Parking- Aerobridge- Check-In Counters- PSC- PSSC
1. Retail Operations2. Hotel Operations3. Consultancy Services4. Event Management5. Agriculture & Horticulture6. GDC System7. Car Park Operations8. Airport Land Development
KUALA LUMPUR INTERNATIONAL AIRPORT ~ DESIGN THEME
“airport in the forest, forest in the airport”
A showcase of architecture that sets a new standard for a 21st century airport design.
Asia’s 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
Received numerous awards and accolades from industry watchers and organizations
around the globe.
KLIA ~ FACILITIES
• Free Wifi• Free Internet Kiosk• Movie Lounge• Sports Lounge• Ambassadors• VIP Rooms• Children’s 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
KLIA ~ AMBASSADOR PROGRAM & VISITOR SERVICE CENTRE
KLIA ~ IMMIGRATION FACILITIES
KLIA ~ PAX MOVEMENT 1998 - 2008
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
KLIA ~ AIRCRAFT MOVEMENT 1998 - 2008
1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
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.
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
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.
Airlines at LCCT• Air Asia• Indonesia Air Asia• Thai Air Asia• Air Asia X• Cebu Pacific Airways• Tiger Airways
LCCT ~ PAX MOVEMENT 2006 - 2008
2006 2007 2008
AWARDS & ACCOLADES
Airport Ranking of the year2011 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 7Copenhagen Airport 10 15 14
WORLD BEST AIRPORT 2011
Aerodrome Certification The 1st in Asia to secure aerodrome certification from ICAO
ASQ World’s 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
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 ASQ3rd 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
“THE NEED FOR CHANGE”
GLOBAL ECONOMIC CRISIS AND KEY CHALLENGES IMPACTING THE
• 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.
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
Wider range of products!
KLIA ~ ASQ IMPROVEMENT PROGRAM
Courtesy and Care Program Establish eye contact Greet customers Receive with grace and give
An effective Customer Service Management leads to increased revenues and profits
Product / Service improvement
What does Customer Service Management (CSM) aim for?
Migration of customers must be
Satisfied customers consume / spend
Targeted customer approach becomes
What are the importance of CSM to airports?
Revenue & profit
What is the effectiveness of a CSM?
2KLIA ~ ASQ ASSURED PROGRAM
• 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
People / culture Process / system Structure
• Recruit for Potential
• Right People, Place & Numbers
• Build Competence
• Instill Shared Values
• Reward and Recognize
• Communicate Effectively
• Demonstrate Leadership
• MECE Structure
• Sweat the Assets
• Appropriate Pricing Policy
• Fit for Future Infra
• Enhance External Relations
• Drive Revenue and Spend
• Streamline Policies &
• Build Common IT Infrastructure
• Informed Decision Making
• Ensure Service Quality
• Drive Continuous Improvement
Malaysia Airports 1-page strategy 2009 - 2013
“connecting people is what we do best”