Building "mobile bridge" for airport service
- Time of issue:2019-01-18 00:00
Building "mobile bridge" for airport service
- Time of issue:2019-01-18 00:00
Xu Guanhua, the locomotive Department of this website, reported: on December 28, 2018, the passenger throughput of Beijing Capital International Airport has exceeded 100 million person times, becoming the second airport with a passenger throughput of more than 100 million in the world, and the first airport in China with an annual passenger throughput of more than 100 million. As an important ground support unit of the capital airport, by the end of 2018, BGS has acted as an agent for 61 airlines at home and abroad, with a customer share of 56%, becoming the backbone of the capital airport's "breaking through billion".
In the vast area of the flight area, the "moving corridor bridge" of the ferry car connects the cabin and the terminal, and goes back and forth from every corner of the airport. BGS currently has 46 ferry vehicles, with a total of 255000 vehicles delivered in 2018, and 17.94 million passengers from home and abroad; the guarantee rate of departure flights of the whole year reached 98.24%, and the arrival rate of ferry vehicles for inbound flights reached 98.93%. Compared with the same period last year, the flight delay caused by late arrival of ferry vehicles decreased by 99.4%, reaching the best performance in recent years.
The complex traffic environment in the flight area brings great challenges to the ferry service of BGS. In the face of difficulties, the crew never flinch, and shoulder the mission and responsibility of delivering each passenger safely and comfortably to the destination plane.
"Three good and one satisfied": improving the company's image in an all-round way
Safety is the eternal theme and the cornerstone of the company's development. The maintenance department attaches great importance to safety management and responsibility implementation, and "the focus is at the grassroots level, the key is at the site, and the key is in the post" is an important part of the Department to promote the "three basic" construction. The service business of the maintenance department covers the apron, and the posts are relatively scattered, so the safety communication and discussion at the grass-roots level are essential. Through the basic level communication meeting of monthly safety meeting, pre shift meeting and safety exchange meeting, the Ferry Bus post timely conveys the instruction spirit of the company and department, popularizes safety education, and strengthens the communication and exchange among employees, so as to make the front-line staff establish the three red line consciousness of apron transportation safety, apron driving safety and ferry vehicle "speeding, rushing and hurting passengers", so as to strangle the potential safety hazards In the cradle, avoid any apron safety accidents. At the grass-roots level, we have made constant efforts to achieve the "three good and one satisfaction" service goal of "good service, good quality, good safety, and passenger satisfaction", so as to comprehensively improve the company's image.
In order to give full play to the role of grass-roots party organizations, the Party branch of the Ministry of locomotive carried out the "if I am a passenger" theme party day activity, so that the ferry bus driver can experience the ride experience as a passenger. In the real process of taking the ferry bus, the driver fully realizes the gap between the daily operation and the expected service of passengers, finds the service problems concerned by passengers, and then improves the service quality pertinently to meet the real needs of passengers. Since 2017, the Youth League branch of the maintenance department has taken the "Lei Feng month" activity as an opportunity to call on League members and young backbone to embark on the Ferry Bus and carry out the volunteer activity of "practicing the spirit of Lei Feng and displaying the youth's demeanor". Team members and young people are divided into several groups to provide volunteer help and airport route explanation services for passengers on the ferry bus. While giving full play to the volunteer service function, volunteer activities can make the volunteers fully feel the travel experience of passengers and understand the passenger travel demand, collect the service demand of the ferry bus, and lay the data foundation for summarizing the service experience and improving the operation level of the ferry bus. The practice of "true service" can enhance the sense of active service of all staff, strengthen the cultivation of personnel mentality, create a good service atmosphere, and earnestly achieve the service concept into the heart and the sincere service in the practice.
In February 2018, the maintenance department received a thank-you letter from China Eastern Airlines Co., Ltd. Beijing Branch, which highly affirmed and sincerely praised the high-quality support work of the ferry bus team of the locomotive department. It is precisely because of the vast number of ferry drivers' solid basic skills, high-quality service and serious and responsible work attitude, they have won praise and honor from customers for the company.
"Smart service" reform: promoting the application of information technology
It is the most urgent service demand for the passengers who want the ferry bus to be on time. In the past ferry service complaints, customer complaints caused by vehicles not in place in time occupied the first place. How to make the ferry regulation more accurate and reasonable has become the key to the improvement of ferry service.
In traditional operation, ferry dispatchers connect with airlines and arrange vehicles through walkie talkie. During the peak period of arrival and departure, the communication mode of manual intercom is easy to cause poor information transmission. In order to deepen the "smart ground service" reform, implement the automation and intellectualization of data information upload, optimize the accuracy of scheduling and deployment, and comprehensively improve the operation efficiency, the maintenance department accelerated the online progress of production and operation intelligent system and scheduling assistant decision-making app software, and tested and put into use in the ferry vehicle position. The new system has improved the dispatching efficiency of dispatching posts. According to statistics, the number of voice calls can be reduced by more than 5000 and the call time can be reduced by 420 minutes in the whole day. Since the system was put into use, the dispatching efficiency of ferry vehicles has been improved significantly, laying a foundation for the improvement of normal flight rate of the company; the number of delayed flights has decreased significantly, down 76% compared with the same period last year. With the continuous improvement of the collected data information, a precise database is formed inside the system. These accurate first-line guarantee data strengthen the safety risk management of the Department and provide reliable data support for the Department.
In 2018, the company comprehensively promoted the online production and operation system. Combined with the production and operation system, the maintenance department strengthened the exploration of team management and expanded the new mode of team construction. At present, the maintenance department has promoted the "1 + 2" management mode of "one scheduling and two on-site inspection", personnel localization control and vehicle localization preset management and control, and preliminarily realized the operation management mode of "dynamic" and "static". Relying on the intelligent management system for the production and operation of ferry vehicles, the allocation of vehicle resources is completed, and the dispatching mode is fully optimized, and the operation support ability is significantly improved. Recently, in the 2018 management case review meeting of Capital Airport Group Corporation, the maintenance department won the second prize of smart airport case class for "computer brain" instead of "brain" -- BGS creates a new mode of production and operation, which has been affirmed and supported by higher authorities in theory.
In addition to the internal innovation and development of the Department, the maintenance department also strengthened the communication and coordination with the cooperation units, actively cooperated with the flight area management department of the capital airport, completed the optimization of the operation route of the western region ferry vehicles, and reached a consensus on the priority of arranging the on-site driving license training for new drivers of ferry posts and shortening the training period of practical driving license, which not only improved the transportation of ferry vehicles The efficiency also provides strong support for the supplement of ferry drivers. Unify the flight normality assessment standard with all airlines