Power of Quality Spirits: Toward The Preferred Airline

POWER OF QUALITY SPIRITS CORPORATE RE-ENGINEERING IN AIRLINES INDUSTRY
TOWARD THE PREFERRED AIRLINE
AUGUST 2002
PQS - POWER OF QUALITY SPIRITS
Contents
A. Background B. Quality Definition C. Quality Policy D. Quality Objective E. Quality Value F. Quality Planning G. Quality System H. Critical Point
August-02 2
A.
BACKGROUND
August-02

A. Background
1. The Vision & Mission * Long Term Profit * Maximize Revenue * Minimize Cost 2. The Quality Concept * Quality Definition * Quality Policy
August-02
3. References: * Total Quality Management Total Quality Control * Business Process Re-engineering * ISO 9000 * KAIZEN * 5R5S * Organization Design Mintzberg * Six Sigma * Lean - Sigma
August-02

Example of Company Vision & Mission
Company Vision: To build together an IMAGE of the Airlines as the PREFERRED AIRLINE in Indonesia with the BEST PEOPLE, each committed to GIVE THE BEST for company and SERVE THE BEST for customer. Company Mission: The people of the Airlines are committed to survive for company by provides air transportation services in high standard of SAFETY, CUSTOMER SATISFACTION and EFFICIENCY in order to achieve company vision.
August-02 6
B.
QUALITY DEFINITION
August-02
B. Quality Definition
1. To conform the Products/Services Specification
2.
3.
To achieve the Customer Satisfaction

To achieve the Company Vision & Mission
August-02
C.
QUALITY POLICY
August-02
C. Quality Policy
Quality Value: CVCD, HRR & HRD
Quality Planning: Business, Aircraft & Resources

August-02
Quality Objective: Long Term Profit Maximize Revenue & Minimize Cost
Quality System: Organization, Process & Administration

10
D.
QUALITY OBJECTIVES
August-02
11
D. Quality Objectives
D.1 Long Term Profit
1. 2. 3. 4. 5. 6. 7. Long Term Business Plan Increase Company Value Develop Company Image & Market Brand Develop Maximize Safety & Best Quality Positive Operating Profit Develop Related Business Differentiation Reduce Business Risk
August-02
12

D.2 Maximize Revenue:
1. 2. 3. 4. 5. 6. 7. Increase A/C Utilization Maximize Pax Load Factor Maximize Pax Ticket Price Maximize Pax Service & Quality Maximize Cargo Load Factor Maximize Cargo Ticket Price Maximize Cargo Service & Quality
August-02
13

D.3 Minimize Cost:
1. 2. 3. 4. 5. 6. 7. Aircraft Cost Aircraft Maintenance & Operation Cost Aircraft Parts Inventory Cost Non-Aircraft Parts Inventory Cost Organization System Cost Organization Overhead Cost Marketing Cost
August-02
14
E.
QUALITY VALUE
August-02
15

E. Quality Value
Corporate Values & Culture Development:
1. The way of Intending (Honesty, Integrity & Trustworthy) 2. The way of Thinking (Conceptual, Systematic & Traceability) 3. The way of Acting (Effective, Efficient & Flexible) 4. The way of Working on Team (Cooperative, Professional & Committed) 5. The way of Working on Environment (Orderliness, Cleanliness & Beauty) 6. The way of Treating the Customer (Awareness, Kindliness & Politeness)
August-02
16

Human Resources Recruitment & Development (CASR Part 65, 121.377) Recruitment :
1. Education/Training Record 2. Experience/Track Record 3. Psycho test Record (Emotional, Intelligent & Motivation)
Development :
1. Education, Training & Socialization 2. Carrier Planning 3. Reward & Penalty
August-02
17
F.
QUALITY PLANNING
August-02
18

F. Quality Planning
1. Commercial Planning: Environment Analysis, Marketing Analysis, SWOT Analysis, Customer Relation, Feasibility Study, Competitor Analysis, Resources Analysis, Flight Route & Schedule, Financial Planning & Control
2.
Technical Planning: Aircraft Availability, Aircraft Selection, Aircraft Condition, Aircraft Provisioning, Operations & Maintenance Specification, Operations & Maintenance Planning, Operations & Maintenance Records, Operations & Maintenance Manual, Data & Information, Aircraft Routing, Safety & Quality Planning & Control, Cost Planning & Control Resources Planning: Air Crews, Mechanics, Officers, Spare Parts, Facilities, Tools & Equipment, Resources Records, Resources Manual, Data & Information, Cost Planning & Control
3.
August-02
19
G.
QUALITY SYSTEM
August-02
20

G. Quality System
1. Organization (Vertical Coordination): Business Environment, Business Model, Organization Structure, Task & Responsibilities, Key Personnel, Location & Facilities Process (Horizontal Coordination): Project Management, Project Team, Management Commitment, Process Evaluation, Process Measurement, Process Requirement, Process Mapping, Process Duration, Process Value, Process Cost & Work Instruction Administration (Recording & Filling): Forms & Reports Design, Data Base Design, Data Entry, Data Processing, Data Storing (Library), Data Updating Control, Data Maintenance, Data Security
2.
3.
August-02
21

AIRLINES BUSINESS MODEL
QUALITY CONTROL PROCESS
MARKETING PLANNING & SCHEDULING PROCESS
DELAY/AOG/ ACCIDENT/INCIDENT PROCESS
CUSTOMER NEED FOR AIR TRANSPORTATION
BUSINESS PLAN DEVELOPING PROCESS
MAINTENANCE PLANNING, SCHEDULING & IMPLEMENTATION PROCESS
PRE-FLIGHT PROCESS
IN-FLIGHT / IN A/C PROCESS
POST-FLIGHT PROCESS
AIR TRANSPORTATION SERVICES TO CUSTOMER
PRODUCTION PHASE
OPERATION PLANNING & SCHEDULING PROCESS
DEVELOPMENT & PLANNING PHASE
FINANCIAL CONTROL PROCESS
August-02
22

INDONESIAN AIRLINES BUSINESS MODEL
CASO (SAFETY & QUALITY PLANNING & CONTROL)
BUSINESS MODEL DEVELOPMENT ORGANIZATION STRUCTURE DEVELOPMENT POLICY MANUAL DEVELOPMENT PROCEDURE MANUAL DEVELOPMENT
ACCOUNTING (FINANCE PLANNING & CONTROL)

CHART OF ACCOUNT DEVELOPMENT INFORMATION SYSTEM DEVELOPMENT ACCOUNTING POLICY DEVELOPMENT ACCOUNTING PROCEDURE DEVELOPMENT ACCOUNTING FORM DEVELOPMENT ACCOUNTING SYSTEM TRAINING
FUND DEVELOPMENT
MARKETING & SALES
AIRCRAFT MAINTENANCE
FLIGHT OPERATIONS
AIRPORT & IN-FLIGHT SERVICES
PRE-FLIGHT SERVICES
POST-FLIGHT SERVICES
OCC
CUSTOMER RELATION
FEASIBILITY STUDY
MARKET RESEARCH
AIRCRAFT SELECTION & PROVISIONING
AIRPRT LEASE PLANNING & CONTROL AIRPORT FEE PLANNING & CONTROL AIRPORT PASS PLANNING & CONTROL IMMIGRATION PLANNING & CONTROL GRD HANDLING PLANNING & CONTROL GRD HANDLING AGENT SELECTION AIR CREW ACCOMODATION SELECTION AIR CREW TRANSPORTATI ON SELECTION CATERING AGENT SELECTION CATERING PLANNING & CONTROL CABIN CREW PLANNING & CONTROL IN-FLIGHT ENTERTAINMENT PLANNING & CONTROL PAX & BAGGAGES CHECK-IN IRREGULARITY PLANNING & CONTROL
CAPITAL / FUND DEVELOPMENT
MAINTENANCE PROGRAM DEVELOPMENT MAINTENANCE PLANNING & CONTROL JOB CARD PLANNING & CONTROL MATERIAL PLANNING & CONTROL GRD ENG'ER PLANNING & CONTROL REPAIR STATION SELECTION MATERIAL SUPPLIER SELECTION
INSURANCE AGENT SELECTION INSURANCE PLANNING & CONTROL C'PIT CREW PLANNING & CONTROL
FLIGHT ARRIVAL
PRODUCT DEVELOPMENT
CARGO LOADING
PAX & BAGGAGES UNLOADING PAX & BAGGAGES TRANFER
FLIGHT DELAY CONTROL
FORM MANUAL DEVELOPMENT
PROMOTION
FUEL UP-LIFT
FLIGHT CANCELLATION CONTROL FLIGHT INCIDENT CONTROL FLIGHT ACCIDENT CONTROL FLIGHT HIJACK CONTROL
SAFETY & QUALITY SYSTEM TRAINING
TRAVEL AGENT SELECTION
FOO PLANNING & CONTROL
CATERING UP-LIFT
CARGO UNLOADING
SAFETY & QUALITY AUDIT
FINANCIAL AUDIT
CARGO AGENT SELECTION
FUEL PLANNING & CONTROL FUEL SUPPLIER SELECTION LOADING CONTROL DEVELOPMENT FLIGHT DATA SUPPLIER SELECTION FLIGHT PLANNING & CONTROL
LOADING & TRIM CONTROL
CARGO TRANSFER
SAFETY & QUALITY CONTROL ACCIDENT & INCIDENT PLANNING & CONTROL
FINANCIAL CONTROL
PRICE DEVELOPMENT
AIR CREW TRANSPORTATION
AIR CREW ACCOMODATION AIR CREW TRANSPORTATION AIRCRAFT HANDLING / PARKING
TICKET SALES PLANNING & CONTROL
AIR CREW BRIEFING
TICKET SALES REFUND
AIRCRAFT ROTATION
AIRCRAFT RELEASE
CARGO SALES PLANNING & CONTROL
AIRCRAFT HANGAR MAINTENANCE AIRCRAFT LINE MAINTENANCE AIRCRAFT FLIGHT DATA RECORDING
AIRCRAFT HANDLING
CARGO SALES REFUND
FLIGHT DISPATCH
RESERVATION PLANNING & CONTROL
FLIGHT DEPARTURE
pks/301003
August-02
23

INDONESIAN AIRLINES ORGANIZATION STRUCTURE (LEVEL 1)
PRESIDENT DIRECTOR
DIRECTOR OF SAFETY & CORPORATE AFFAIRS
DIRECTOR OF FINANCE & ADMINISTRATION
DIRECTOR OF TECHNICAL
DIRECTOR OF FLIGHT OPERATION
DIRECTOR OF MARKETING & SALES
DIRECTOR OF SERVICES
August-02
24
INDONESIAN AIRLINES ORGANIZATION STRUCTURE (LEVEL 2)

PRESIDENT DIRECTOR (DZ)
DIRECTOR OF SAFETY & CORPORATE AFFAIRS (DH)
DIRECTOR OF FINANCE & ADMINISTRATION (DF)
MANAGER SAFETY & QUALITY (CASO) (HS)
MANAGER CONTRACT & HUMAN RESOURCES (HP)
MANAGER FUND DEVELOPMENT (FF)
MANAGER ACCOUNTING (FA)
MANAGER INFORMATION TECHNOLOGY (HX)
DIRECTOR OF TECHNICAL (DT)
DIRECTOR OF FLIGHT OPERATIONS (DO)
DIRECTOR OF MARKETING & SALES (DC)
DIRECTOR OF SERVICES (DS)
MANAGER AIRCRAFT ENGINEERING & PLANNING (TE)
MANAGER AIRCRAFT MAINTENANCE (CHIEF INSPECTOR) (TM)
MANAGER OPERATIONS ENGINEERING & PLANNING (OE)
MANAGER FLIGHT OPERATIONS (CHIEF PILOTS) (OF)
MANAGER MARKETING & PROMOTION (CM)
MANAGER SALES SALES &MANAGER DISTRIBUTION MANAGER SALES & & DISTRIBUTION DISTRIBUTION (CS)
MANAGER IN-FLIGHT SERVICES (CHIEF FLIGHT ATTENDANCE) (SI)
MANAGER AIRPORT MANAGER AIRPORT SERVICES MANAGER AIRPORT SERVICES SERVICES (SA)
August-02
25
H.
CRITICAL POINTS
August-02
26

H. Critical Points
1 2 3 4 5 Business & Fund Development Product & Quality Development Financial Control Aircraft Selection & Provisioning Pricing Strategy
August-02
27

Power of Quality Spirits: Toward The Preferred Airline

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Power of Quality Spirits: Toward The Preferred Airline

Загружено:

Авторское право:

Доступные форматы

POWER OF QUALITY SPIRITS CORPORATE RE-ENGINEERING IN AIRLINES INDUSTRY

TOWARD THE PREFERRED AIRLINE

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

To achieve the Customer Satisfaction

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

Quality Planning: Business, Aircraft & Resources

Quality System: Organization, Process & Administration

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

PQS - POWER OF QUALITY SPIRITS

MARKETING PLANNING & SCHEDULING PROCESS

DELAY/AOG/ ACCIDENT/INCIDENT PROCESS

CUSTOMER NEED FOR AIR TRANSPORTATION

BUSINESS PLAN DEVELOPING PROCESS

MAINTENANCE PLANNING, SCHEDULING & IMPLEMENTATION PROCESS

IN-FLIGHT / IN A/C PROCESS

AIR TRANSPORTATION SERVICES TO CUSTOMER

DEVELOPMENT & PLANNING PHASE

FINANCIAL CONTROL PROCESS

PQS - POWER OF QUALITY SPIRITS

ACCOUNTING (FINANCE PLANNING & CONTROL)

MARKETING & SALES

AIRPORT & IN-FLIGHT SERVICES

AIRCRAFT SELECTION & PROVISIONING

CAPITAL / FUND DEVELOPMENT

PAX & BAGGAGES UNLOADING PAX & BAGGAGES TRANFER

FLIGHT DELAY CONTROL

FORM MANUAL DEVELOPMENT

SAFETY & QUALITY SYSTEM TRAINING

TRAVEL AGENT SELECTION

FOO PLANNING & CONTROL

SAFETY & QUALITY AUDIT

CARGO AGENT SELECTION

LOADING & TRIM CONTROL

AIR CREW TRANSPORTATION

AIR CREW ACCOMODATION AIR CREW TRANSPORTATION AIRCRAFT HANDLING / PARKING

TICKET SALES PLANNING & CONTROL

AIR CREW BRIEFING

TICKET SALES REFUND

CARGO SALES PLANNING & CONTROL

CARGO SALES REFUND

RESERVATION PLANNING & CONTROL

PQS - POWER OF QUALITY SPIRITS

DIRECTOR OF SAFETY & CORPORATE AFFAIRS

DIRECTOR OF FINANCE & ADMINISTRATION

DIRECTOR OF FLIGHT OPERATION