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TIACA pilots quality tool to assess airport cargo handlers

Will Waters | 2018-04-27 13:22:35.0 Online CSQ service will allow forwarders to rate and review the service they receive at 15 participating hubs The International Air Cargo Association (TIACA) has launched a pilot of its new online Cargo Service Quality (CSQ) tool, allowing forwarders to rate and review the service quality they receive at participating airports and their air cargo handlers.

Fifteen cargo terminals at airports including India’s Delhi Indira Gandhi International Airport, Indonesia’s PT Jasa Angkasa Semestra, Hong Kong’s Asia Airfreight Terminal, and Singapore Airport Terminal Services (SATS) Ltd are among the first to trial the new scheme. Other airports taking part in the pilot include India’s Chennai International Airport, Rajiv Gandhi International Airport, and Netaji Subhas Chandra Bose International Airport (Kolkata). All of the first wave of airports are in Asia, but more airports around the world expected to join in the coming months, TIACA said.

“We are excited with the developments made in creating this tool which will benefit the shipper and every player in the air cargo supply chain,” said Sanjiv Edward, Chief Commercial Officer at Delhi International Airport, who is also leading the CSQ initiative. “This initiative encourages collaboration between all the stakeholders and integrates the quality of service delivery throughout the entire global air cargo chain.” “It will be very useful in understanding the requirements, expectations and areas of improvements identified by customers through this assessment tool. It will also provide an excellent opportunity for cargo terminals to demonstrate to their customers the level of cargo service quality they deliver.”

TIACA said the tool incorporates a four-step process: Benchmarking, Assessment, Improvement, and Excellence – as a way of raising the cargo service standards. Cargo terminals registered to take part in the pilot will be rated by forwarders on several factors including process, technology, facilities, regulators, and general airport infrastructure, amongst other variables. “The CSQ tool will benefit the worldwide air cargo community by improving visibility and facilitating global standards, and TIACA is pleased to be at the forefront of such an exciting development,” said Steven Polmans, TIACA Vice Chair and Head of Cargo and Logistics at Brussels Airport Company, who backed the scheme.

The initiative aims to provide airports and cargo terminals with the business insight to optimize their investments and identify areas where processes and service delivery can be improved. “With the launch of the pilot phase of our newest project, we look forward to facilitating process change that benefits all the airport stakeholders,” said Amar More, director of Kale Logistics. Participating terminals will also be able to access global performance data and establish relevant benchmark parameters based on, for example, their region and capacity.

The commercial launch of the tool is scheduled for June 2018. A full list of the airports participating in the Cargo Service Quality pilot is below: * SATS Airport Services Pte Ltd (SATS), Singapore

* Asia Airfreight Terminal (AAT), Hong Kong * PT Jas Angkasa Semesta (PT JAS), Indonesia * Beijing Aviation Ground Services CO Ltd (BGS), China

* Hyderabad Menzies Air Cargo Pvt. Ltd., Hyderabad, India * Celebi Delhi Cargo Terminal Management India Private Limited Delhi, India

* Delhi Cargo Service Centre, Delhi, India * Air Cargo Centre, Cochin International Airport, Cochin, India * Menzies Aviation Bobba (B’lore) Pvt Ltd, Bangalore, India

* Air India SATS Airport Services Pvt. Ltd (AI SATS), Bangalore, India * Chennai International Airport, Chennai, India

* Netaji Subhash Chandra Bose International Airport Cargo Terminal, Kolkata, India * Coimbatore International Airport Cargo Terminal, Coimbatore, India * Madurai International Airport Cargo Terminal, Madurai, India

* GSEC Ahmedabad Cargo Terminal, Ahmedabad, India



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