Cargo Service Quality tool will improve service quality and create global standards

Cargo Service Quality tool will improve service quality and create global standards

By Sanjiv Edward, TIACA Board Member and Chief Commercial Officer, Delhi International Airport

TIACA has developed a new online Cargo Service Quality (CSQ) tool to improve visibility and facilitate global standards across the air cargo supply chain. This is also a step towards providing shippers with the ability to view the quality of service delivered by players in air cargo supply chain.

The global launch of this program was made at TIACA’s Executive Summit & AGM in Miami in October ‘17. The development of a tool that can measure the Cargo Service Quality has been welcomed by the industry, as a great initiative that was long overdue.

The TIACA Board has fully backed this initiative, which it believes will be a game changer in establishing the culture of Quality consciousness and ensuring consistent delivery of Quality Service.

The TIACA Cargo Quality Council (TCQC) team lead by myself, with active participation from Cheemeng Wong, Amar More, Steven Polmans, and Ramesh Mamidala, has been tirelessly working over the last few months to develop a quality assessment tool that will correctly record the level of service delivery irrespective of the geography, local regulations, size of the cargo terminal, etc., with the basic belief that the core process for cargo handling is the same anywhere in the world and the level of quality delivered should be measured for this core process so that comparison can be done on like-for-like basis, creating uniform measuring and benchmarking standards.

The current CSQ assessment form is a clear testament to this philosophy.

Additionally, the CSQ assessment has been developed as a completely online tool which the cargo terminals can provide to their customers i.e., freight forwarders who can answer the questions online and submit, thereby the results are generated based on clearly defined weights and without any manual intervention, making it one of the most transparent and credible service quality tool.

The pilot launch of CSQ took place on 23rd April 2018.

The following cargo terminals and airports are participating in the pilot launch as of now.

  • 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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