Improvement of documentation flow and quality in airfreight : Lufthansa Cargo export cargo trip-files project
Demenkov, Valentin (2016)
Metropolia Ammattikorkeakoulu
2016
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201604214761
https://urn.fi/URN:NBN:fi:amk-201604214761
Tiivistelmä
This thesis is based on the export cargo trip-files checks project, between Lufthansa Cargo (LCAG) and Swissport Oy (SWP) at the airport of Helsinki-Vantaa in Finland. Thesis aim is to improve documentation flow and quality in airfreight. Every station (airport) might have different set-ups of handling activities for the same carrier. In case of Helsinki, LCAG company has a contract for performing handling activities such as; operational air cargo handling management, load planning, optimization, and trip-file creating with SWP. Trip-file is a set of documents dedicated to every outbound flight, which carries cargo on board. Trip-file contains all legally mandatory documents and operational messages, either digitally in IT-systems or as hard-copies with signatures in the folders. Trip-file creating is one of the activities which SWP performs as ground handling agent (GHA) for LCAG. Trip-files checking is the process performed by LCAG along with monitoring of other quality key performance indicators, in order to evaluate quality of job performed by GHA. It is particularly important because LCAG either pays monthly bonuses for good performance, or charges GHA for mistakes made based on quality indicators.
The thesis is an action based research and its main target was to improve data creating, storing and transmitting quality between companies through process change. The secondary target is to eliminate archiving types of mistakes in trip-files and to decrease unnecessary additional work performed by GHA’s employees. In order to understand the context and to perform the project, three topics were studied before the project started. The first topic was an introduction to the reader of the air cargo industry and parties involved in the air transportation on general level. The second was typical contract relationship between cargo carrier and GHA under standard ground handling agreement (SGHA). Third topic was export cargo process in detail, as well as current documentation creation, storing and checking processes.
The targets of the project were reached because of maximum use of IT system available at the GHA’s facility. Changes to the process were made according to the “action research cycle” and “7 steps decision making model”. Outcomes of the implemented solution were measured in quantitative and qualitative measures and confirmed to be successful by both scales. Quantitative measure was based on internal trip-file checks annual statistics. Qualitative measure was measured by collecting and analysing for qualitative questionnaire from parties involved in the project.
This thesis presents main parties involved in air transportation and gives detailed insight view to the complexity of air cargo export processes, which are usually behind the scene.
The thesis is an action based research and its main target was to improve data creating, storing and transmitting quality between companies through process change. The secondary target is to eliminate archiving types of mistakes in trip-files and to decrease unnecessary additional work performed by GHA’s employees. In order to understand the context and to perform the project, three topics were studied before the project started. The first topic was an introduction to the reader of the air cargo industry and parties involved in the air transportation on general level. The second was typical contract relationship between cargo carrier and GHA under standard ground handling agreement (SGHA). Third topic was export cargo process in detail, as well as current documentation creation, storing and checking processes.
The targets of the project were reached because of maximum use of IT system available at the GHA’s facility. Changes to the process were made according to the “action research cycle” and “7 steps decision making model”. Outcomes of the implemented solution were measured in quantitative and qualitative measures and confirmed to be successful by both scales. Quantitative measure was based on internal trip-file checks annual statistics. Qualitative measure was measured by collecting and analysing for qualitative questionnaire from parties involved in the project.
This thesis presents main parties involved in air transportation and gives detailed insight view to the complexity of air cargo export processes, which are usually behind the scene.