Service Level Agreements are Aviaprtner's main tool to create Value for Money. They help to promise what
to deliver and to deliver what is promised.
Within Aviapartner every SLA is thoroughly analysed by the operational departments involved in delivering the "promise". For every contract they have to decide if Aviapartner can commit itself to deliver the promise taking into consideration the "value" of the contract. After negotiation and agreement of a Service Level Agreement, the content is communicated to all levels in the company and monitored closely. In the absence of a Service Level Agreement, the Aviapartner Service Levels are applied.
IATA’s Safety Audit for Ground Operations
End 2008 Aviapartner chose to step into ISAGO, IATA’s Safety Audit for Ground Operations, to complete existing quality performance instruments AHM804, the IATA System for Performance Measurement of Service Level Delivery (AHM804), ISO9001- 2000 and Cargo 2000.
The choice for one of these quality instrument to support the quality policy in the Aviapartner network depends on the quality awareness level, the local needs and requirements (airport concessions etc.) and the market conditions.
ISAGO what is it?
ISAGO, IATA’s Safety Audit for Ground Operations aims to provide a safer ground handling environment taking damage prevention programs of the ground and promoting a risk management approach, thru the development of a common set of globally applicable operating standards , coupled with an audit programme to assess conformity with those standards (Safety assessment).
It is applicable to both Handling and Cargo.
At the heart of the ISAGO is a Standards Manual developed by IATA with the support of industry specialists from airlines, airports, insurers and handlers.
Aviapartner followed the program very closely from its launch in 2007.
In 2008 Aviapartner decided to align to the ISAGO standards for Handling and Cargo when updating and creating new standard operation procedures.
End 2008 Aviapartner opted to join the program, starting with a station audit at AMS December 2008, to be followed by a corporate audit latest June 2009. After evaluation, the other Aviapartner stations will follow after the corporate audit, starting with the largest stations.
The main advantages of the system are :
improve operational safety,
reduce damage to aircraft, equipment, infrastructure,
reduce personnel injuries,
avoid redundant audits,
selfregulation of the industry
AHM804, IATA System for Performance Measurement of Service Level Delivery
Aviapartner has opted for a quality system, which fits best in our customer-centric policy, and focuses on systematic measurements in search of continuous improvement.
AHM804 is an IATA-certified quality system for the airline industry. This quality system also provides a framework for monitoring existing Service Level Agreements. Where no Service Level Agreements have been agreed, service levels are agreed with local management and are monitored. It provides the airline (or the airport) with measurements of its choice without the need of data processing and creates a framework for " performance " communication.
Aviapartner has also introduced ISO certifications on numerous stations of its network.
Aviapartner strongly believes in the values of the new ISO 9001: 2000 standard, which gives more importance to customer satisfaction, continuous improvement and management responsibility.
See on the map which Aviapartner stations have implemented AHM804, IATA System for Performance Measurement of Service Level Delivery, and which stations have obtained an ISO certification.
