On November 15, 2017, the passenger transport and apron agency business of Malaysia Airlines, which has been separated for more than 10 years, returned to Beijing Airport Air Ground Service Co., Ltd. (hereinafter referred to as BGS). As one of the original "veteran" customers of BGS, what causes Malaysia Airlines to choose BGS again? The answer lies in the changes that have taken place in BGs in the past two years.
BGS is the first Chinese foreign joint venture specialized aviation ground service company. Established in 1994, BGS aims to improve the ground service quality of Beijing Capital International Airport and become the world's leading ground service company. After more than 20 years of development, BGS has become a neutral professional full business chain aviation ground service company with more than 5000 employees, acting for 59 domestic and foreign airline customers, with a market share of 55.6% in the capital airport. However, in recent years, with the rapid increase of human costs, airline alliance operation, internal management is not smooth and many other reasons make BGS have many problems in security, service and so on. Since 2015, with the attention of CAAC and the support of capital airport group, BGS has undergone earth shaking changes and ushered in a new life in just two years by optimizing the equity structure and strengthening the operation and management. Normalization of hidden danger investigation and improvement of safety level
At 9:00 on October 28, a Boeing 787 plane landed at the capital airport, sliding slowly to the parking stand with a huge roar. Wang Cheng, the stevedore of the station yard department, pushed the manual work ladder to the bottom of the cargo door of the aircraft. The operator Zhang Jun boarded the manual work ladder and opened the cargo door. After that, BGS staff began to work in a tense and orderly manner In October 2016, BGS started to open and close the aircraft cabin door by non motorized manual pushing work ladder, so as to reduce the risk of scraping the aircraft caused by using the platform vehicle, conveyor belt car and other mobile equipment to open and close the aircraft cabin door. This is one of the achievements of BGS in carrying out safety hazard investigation.
Without security, how can we talk about development? Safety is the eternal lifeline of civil aviation enterprises. In order to serve customers well, BGS must ensure safety, which should be reflected in the strict management of safety work. In October 2015, after BGS returned to Capital Airport Group Corporation, BGS carried out in-depth investigation of potential safety hazards, paid close attention to the special rectification of violations, and improved safety management and control, which overcame many difficulties such as wide operation area, shortage of equipment, aging equipment and facilities, shortage of manpower, etc., and carried out various safety work step by step.
The relevant person in charge of BGS safety and quality department introduced to the reporter that BGS strictly abides by the "three bottom lines", takes the "three views on safety" as the guide, implements the "three stresses on safety", and has established a set of strict "3" reward and punishment mechanism_ 3_ 1 "safety work ideas, constantly improve the ability of safety control. In the first half of 2017, a total of 252 potential safety hazards were found in BGs, and 226 of them have been rectified so far.
With "eight red lines" and "52 prohibitive provisions" as the safety starting point, the apron department carried out the "safety baton" activity; the maintenance department continued to carry out the "four ones" activity of the team meeting; the freight department carried out the "everyone looking for bad habits" activity, and established the "double person inspection" and "hierarchical inspection" mechanism for dangerous goods; the equipment maintenance and support department carried out a comprehensive risk investigation of special equipment 。 The normalized work mechanism for investigation and treatment of potential safety hazards has been fully implemented in all departments of BGS.
At the same time, BGS further improved the long-term mechanism of safety work, issued and revised nine safety management systems, such as the measures for the supervision and accountability of safety responsibility, the management measures for safety rewards and punishments, the level of accidents and errors, and the working system for investigation and treatment of hidden dangers in production safety. The establishment of "three standards in one" was carried out to ensure the quality management system and occupational health and safety management The three standard systems of system and environmental management system are integrated to improve the construction of safety system; the efficiency of safety management and control is improved, the mosaic of internal safety responsibility of the company is comprehensively started, and the responsibility sorting and division with external contract units, outsourcers and service providers is promoted, and the responsibility empty area is eliminated.
With the joint efforts of all employees, in the first half of 2017, there was no sign of safety accidents or unsafe events caused by responsible reasons. As of December 31, BGS has been running safely for 583 days continuously, and the security and stability situation has been consolidated, and the security foundation has become increasingly solid. This is the best result of BGS safety work since 2011.
Continuous improvement of service level, sincere service recognized by customers
Mr. Hao, who is engaged in business and trade in Beijing, travels between Beijing and Hangzhou all year round. "Travel at the capital airport has been much smoother in the past two years." After getting out of the cabin door, Mr. Hao can't help feeling, "now I won't wait half a day for the ferry like before." Once upon a time, the safety and service problems of BGS once became the focus of attention of the industry and passengers. In particular, the service problems caused by insufficient equipment and low operation efficiency caused by delayed arrival of ferry vehicles have been brought into the scope of rectification and governance of CAAC. Since the equity reform, BGS has attached great importance to various security work including ferry vehicles, and has carried out a lot of work in resource supplement, mechanism construction, equipment management, information construction, etc. At present, 172 million yuan has been invested in fixed assets investment, including a net increase of 8 ferry vehicles, an increase of about 20%; a total of 53 ferry bus drivers have been added; the overall salary level of the company has been improved, two labor transfer work has been organized, and corresponding subsidies have been paid to the rest employees who work overtime in special periods such as flight peak hours, which have aroused the enthusiasm of employees and enhanced their sense of belonging The Ministry of affairs cooperated with the flight area and airlines to optimize the operation routes of tractors and ferries in the west area, and improved the management and control ability by adopting innovative forms such as "moving and static" and "mobile team meeting", so as to continuously improve the operation level of ferry vehicles. With the gradual implementation of the above measures, all airlines have reported that since 2016, the service quality of BGS ferry has been greatly improved and fully affirmed. However, BGS is also aware that there is still a gap between the current service support capability and the requirements of CAAC, the leaders of capital airport group and the needs of the vast number of passengers. Therefore, while continuing to implement the original measures, BGS will continue to increase the resources supplement, improve the incentive mechanism, strengthen the informatization construction, and strive to achieve the guarantee level of ferry vehicles higher than the domestic airports of the same size.
Over the past two years, BGS has fully implemented the bottom line requirements of "true service" and implemented flight normality management measures. The focus issues of public concern such as ferry support, luggage transportation and cargo collection have been effectively solved, and the comprehensive service level has been continuously improved. In addition to vigorously improving the operation level of ferry vehicles, the station and apron Department innovated to carry out the regionalization of narrow body flight operation, and focused on cultivating compound core professional and technical personnel with "one specialty and many abilities". In the first half of this year, the first piece of luggage was submitted on time
On the basis of laying a solid foundation for safety, we must start with business operation and strive for market with service. "Enterprises can only invest in the improvement of service skills only when they have operational benefits. Only when they have skills can they improve their support ability. Only by improving their service guarantee capabilities can they further improve their business efficiency, thus forming a virtuous circle." BGS management director said.
In recent years, BGS, guided by the "1 + 1" competition strategy of international flights plus cargo and mail, has actively explored the international and cargo and mail markets and continuously improved its profitability. Alitalia, Seychelles, Tajik, Wim In 2016, BGS obtained the ground agency right of all the new 11 foreign airlines customers at capital airport, making an unprecedented breakthrough in market development; in 2017, after obtaining the agency right of Qantas, the first newly added foreign airline in capital airport, BGS continued to explore the foreign aviation market, and successively obtained three customers, including Russia's ekoa, Thailand's Royal Finch and Malaysia's Malaysia India Airlines The right of agency. As of the end of June, BGS has represented 59 airline customers, which makes BGS account for 55.6% of the capital airport customer market. In addition to developing new customer resources, BGS also pays attention to the maintenance of existing customers. It has signed an agreement with Hong Kong Airlines on the support of irregular flights and baggage delivery services. It has undertaken the promotion business of Trina alliance lounges, and has continued to deepen its cooperation with customers.
Special goods operation is one of BGS's service highlights. Before that, BGS had guaranteed special cargo transportation tasks such as satellites, high-speed rail tracks, luxury cars, rare animals, gold and jewelry, etc. the special cargo support team of the station and apron department successfully completed the key support tasks with skilled business and exquisite skills, which was highly praised by airlines and cargo owners. The operation guarantee of special goods is well done, and the delivery efficiency of goods and mail is high. In the first half of 2017, the standard rate of domestic goods and mail extraction reached 94.6%. Over the past two years, BGS has been continuously improving its cargo and mail support capability, and has comprehensively sorted out and calculated the freight and mail charges. In order to avoid the revenue cost inversion, BGS adjusted the international and domestic cargo inbound and outbound charges, and reasonably increased the domestic mail in and out of the warehouse fees. It undertook the service work of Boeing series of China Eastern Airlines, completed the price negotiation with HNA and China Southern Airlines, and signed the agreement The new agency agreement is expected to increase revenue by 140 million yuan in 2017.
The original intention of BGS is to improve the level of civil aviation ground service and become a "first-class domestic and international leading" ground service company. We will keep this mission in mind, unswervingly take the road of neutral, professional and market-oriented development, and obey and serve the overall situation of the reform and development of the country and civil aviation. This is the direction of joint efforts of all BGS staff.