以上课程的培训地点和日期皆可因应顾客的需求而共同协议，我们亦可根据顾客的个别要求，提供量身订造的培训课程。欢迎联络我们(academy@jasg.com)索取更多详情，我们十分乐意就您的培训方案作详细讨论。
如有任何问题，欢迎联络：
电话：+ 852 22162433
电邮：academy@jasg.com
怡中航空服务善用过去超过七十年在业内累积的经验和专业知识，开发属于我们的地面服务和管理相关的培训课程。
操作技能
集装运输糸统为旅客行李及货邮，提供了安全有效可靠的运输模式，并优化了地面处理的效率，及强化空中的安全保障。这3天培训课程参考了国际航协的相关指导性文件及规章，为集装器及设备的操作、管理，提供应用技术及操作指引。
• 国际航协的集装设备规例手册和地服运作程序
• 航空公司或地服的责任
• 分类和识别
• 集装设备捡查和限制
• 收运、组合和装卸
• 特种集装设备
• 中转运作与后勤管理
• 空侧安全及人为因素
• 货运航空公司管理员
• 航空公司集装系统管理员
• 地服公司装卸督导员
• 货运站督导员
• 货运代理
• 托运人
操作技能
本课程将让你在航班抵达、旅客值机与登机服务上拥 有满足乘客的世界级一流服务技能。
• 值机前之准备
• 机票、旅行证件之检查
• 旅客及机组人员禁止携带之物品
• 托运行李、超额行李之基本规定
• 额外座位 (机舱行李 / 外交行李 / 额外座位)
• 航班抵达之准备与服务
• 协助有特殊需求之旅客 (例如:长者、视障人士、听障人士、行动障碍人士、被驱逐出境者、无人陪同之儿童等)
• 登机之准备与基本程序
• 航班延误之处理程序
• 停机坪安全
• 旅客服务人员和地勤人员
• 旅客服务培训之讲师
• 有志从事航空业服务者
操作技能
这为期4天的航站地面操作管理培训课程，是为增强参 培者对航站服务原则的认知，和提升地面操作管理能 力而设，目标是令参培者可以安全和有效率地执行航 站操作管理工作。课程特别参考最新的国际机场操作 标准，和业界所应用的最佳操作管理模式。
• 认识机埸管理局及地面服务提供商的合作模式
• 航站经理和地面服务操作经理的职能及其辩演的角色
• 标准地面服务协议和服务水平协议的功能
• 安全、保安、质量和风险管理系统
• 国际航协地面服务安全宙计认证和内部审计
• 旅客、行李，货运服务及集装运输操作管理
• 人力资源及地面服务设备管理
• 航班平衡配载及装卸操作
• 航班转场协调
• 紧急应变和服务恢复前的准备
• 个案研究及与专家分享处理经验
• 航空公司航站经理
• 航空公司代表
• 地面服务公司经理
• 值班经理
操作技能
这为期3天的航站地面服务基础培训课程，是为增强参培 者对航站及地面服务的认知，和提升督导能力而设。课程 特别注重有关处理航班的规则、最新的航班处理标准和最 适当的处理方法，并帮助增强参培者的专业知识、督导技 能，及未来的个人事业发展。
• 航空公司与机管局及地面服务提供商的关系
• 认识航站地面服务监督及控制职能
• 标准地面服务协议和服务水平协议的应用
• 认知安全、保安、质量和风险管理系统
• 国际航协地面服务安全宙计认证和航站审计简介
• 旅客、行李和货运服务原则
• 特殊货物和集装运输设备操作
• 航班平衡配载及装卸处理
• 航班转场协调
• 紧急应变和服务恢复准备
• 值班主任
• 值班督导员
• 值班控制员
• 值班统筹员
操作技能
行李管理、监控、追踪和处理对于减少行李处理不当 和提高客户满意度至关重要。 WorldTracer 在全球运 营，可与 2800 多个成员机场交换信息。 它包括追踪、 管理、索赔处理和其他解决行李处理不当的问题。 世 界追踪器互联网接口还允许乘客通过输入事务号码来 跟踪他们的行李。
• 处理不正常运输行李的技巧
• 认识 Property Irregularity Report (PIR)
• 介绍全球行李查询系统 (WorldTracer Baggage System)
• 手工追查行李的程序
• 在手行李(on-hand baggage) 的处理
• 行业的运作及行李赔偿规例
• 分享行查的最佳运作
• 行查人员
• 机场运作人员
• 航空公司督导员
• 地服公司督导员
操作技能
本课程提供航班过埸的基础培训，及教导如何有效率地 执行航班调度，外场督导的技巧。学员可透过理论与实 习，全方位掌握航班过场的流程，与相关的航空安全标 准，及处理事故的要求。
• 停机坪服务之准备工作
• 协调航班清洁、 食水、膳食及加油服务
• 特殊情况与特殊旅客之处理
• 地勤设备之操作
• 飞机客舱和货舱之介绍
• 飞机配载原则与限制
• 配载与装卸程序
• 特殊货物的处理
• 事故与意外的处理
• 停机坪安全
• 配载平衡员
• 航班签派员
• 航班调度员
• 停机坪督导员
• 航空公司、机场和地勤服务公司工作人员
• 有志从事航空业服务者
业务改进
除了傳統的精益六西格碼課程之外，本課程不僅會為您提供 方法論概述，還會為您量身定制內容，專注於精益六西格碼 在航空業的應用及推廣；並為您展示怡中航空如何創造成功 案例，在應用該方法的整個過程中帶來巨大的好處。
• 了解精益六西格码方法和所需的工具以开展改善项目项目
• 在航空业套用著名的六西格码 DMAIC方法及步骤
• 选择并利用合适工具配合系统的方法解决难题
• 使用精益方法识别浪费并节省运营成本
• 跟踪和衡量项目收益，例如生产力改进、效率提高和成本降低等
• 领导项目团队以提升营运流程表现及和质量
• 创建正确的结构和文化以推动公司的持续改进旅程
• 行政人员及经理
• 项目团队及负责人
• 解决问题和流程改进的实践者
• 对实践精益六西格码方法有兴趣的人仕
• 希望成为黑带或绿带的人仕
业务改进
人为因素已被视为影响健康、安全运作的重要因子，所以每当 个人、操作设备及营运系统在运作上有交往接口，就必须关注 人为因素会导致的广泛问题。 这 1 天的培训目标是加深对人为因素的认识，以提升地面服务 的运作安全和效率。学员了解和掌握人为因素后，就能够评估 人为因素是否涉及风险，并研究如何把人为因素与风险管理结 合。课程也介绍人为因素的理论及模型，并引入真实例子帮助 讲解。
• 认识人为因素在航空业界的命题
• 介绍人为因素的演变及分析影响人员作业的元素
• 事故致因的复杂性
• 探测人为因素的问题
• 通过人为因素的分析，研究落实良好的作业环境及工作模式
• 将人为因素与风险管理结合
• 建设企业安全文化
• 引用真实个案和经验分享
• 机场营运经理
• 航空公司航站经理及督导员
• 地面服务公司经理
• 负责法则员工
Business Improvement
This Course will equip you with the skills to evaluate current operation performance and approach to improve the results in ease-to-use and well-proven principles.
• Process Concept
• SIPOC
• Process Mapping
• Measurement of Process Capability and Stability
• Process Improvement Essentials
• Introduction to Statistical Process Control
• Introduction to Lean Six Sigma Methodology
• Managers or above
• Supervisors
• Anyone interested to improve process performance
People Performance
This Course will equip you with the skills to clearly describe the company problem and approach to solve the problem in easy-to-use and well-proven principles.
• Problem Statement
• Types of Wastes
• Pareto Analysis
• Root Cause Analysis
• Problem Solving Tools & Techniques
• Creative Thinking for Problem Solving (1 day optional workshop)
• Managers or above
• Supervisors
• Anyone interested to improve problem solving skills
Business Improvement
In addition to traditional Lean Six Sigma course, this course will provide you not only overview of the methodology, but also tailor-made contents and focus on Lean Six Sigma deployment in Aviation Industry, as well as illustrate you the successful cases of how JAS make tremendous benefits throughout the journey of applying the methodology.
• DMAIC
• LEAN
• MUDA
• Kaizen
• PDCA
• 5S
• Standard Work
• Roles & Responsibilities of LSS organization
• Project Governance & Tollgate Review
• Project Administration
• Executives & Managers
• LSS project team
• Anyone interested to apply Lean Six Sigma methodology & management
Business Improvement
This course will guide you how to apply LEAN tools in your working environment to reduce non-value-added cost and activities; equip you with simplified approach to build-in LEAN methodology into daily practice and streamline operation flow.
• Gemba Walk
• MUDA
• Kaizen
• 5S & Visual Management
• Work Balance
• Kanban
• PDCA
• Standard Work
• SMED – Quick Turnaround Tool (1 day optional workshop)
• Executives & Managers
• LSS project team
• Anyone interested to adopt Lean methodology
Business Improvement
This course will provide you the insights and concept of how digital transformation could be beneficial to aviation industry, share the related technology trends and demonstrate the established IT solutions on paperless operation, efficiency management as well as turnaround management.
• Paper vs. paperless operation
• Journey of JAS Digital Transformation
• Real-time Turnaround Management System (JAS IOC Dashboard)
• Efficiency Management & Dashboard (JAS Efficiency Waterfall)
• TMS modular application by RAMP, Cargo, PS, etc. (JSA eCards)
• Visit JAS IOC Centre
• Executives & Managers
• Project leaders & team
• Anyone interested in how to apply digital innovation
Business Improvement
This course will address the importance of change management process in project success, share updated research results on critical factors, and will equip you with the skills to identify the resistance of individuals as well as formulate appropriate strategy to drive the implementation of changes.
• Voice of Customer, VOC
• Stakeholder Analysis
• Strategy towards positive change environment
• Communication Planning
• Role of Change Management throughout project life cycle
• Effective Change Management for Managers
• Executives & Managers
• Project leaders & team
• Anyone interested to drive and lead changes
Operations
Airports are expanding the hub operations and they are promoting passenger interline transfer. This course aims to present passenger interline transfer procedures and the process flow. It will help to enhance the customer service standards, establish its own brand name and upgrade the airport’s competitiveness.
• Definition of transfer handling and types of transfer handling
• Establish Minimum Connecting Time (MCT)
• Introduce transfer handling process and flow
• Type-B messages for baggage handling
• Baggage Reconciliation System (BRS)
• Airport support infrastructure for facilitating transfer handling
• Airport Operations Managers
• Airlines station managers and supervisors
• Airport ground handling company managers and supervisors
Operations
ULDs are unit load devices developed for the safe, secure and efficient transportation of baggage and cargo by air. ULDs are designed and made to ensure reliable load restraint during flight and on the ground. This training course has made reference to the current edition of IATA ULD Regulations (ULDR) that provides the primary technical specifications and general functional guidance for the management, handling and control of ULDs.
• IATA ULD Regulations and Ground Handling Procedures
• Operator’s and Service Provider’s Responsibilities
• Classification and Identification
• ULD Inspection and Operational Limitations
• Acceptance, Buildup and Aircraft Loading Procedures
• Special Purpose ULDs
• Interline Transfers and Logistics Control
• Airside Safety and Human Factors
• Airline ULD managers
• Ground operations managers
• Cargo handling managers
• Ground service providers
• Freight forwarders
• Shippers
Operations
This course provides the participants the frameworks of cargo claims. Correct and accurate cargo claim handling and analysis will mitigate the carrier financial loss and project a good image to the carrier.
• Cargo claims principles, handling and process
• Introduce types of cargo claims
• Cargo claims legal frameworks
• How to assess the cargo claims
• Cases studies
•Airlines, freight forwarders claims managers
•Claims process personnel
Operations
Aircraft weight & balance is a fundamental aviation safety requirement that ensures flight safety from departure to arrival at final destination. Participants will gain comprehensive knowhow of the principles, procedures and risks associated with the application of aircraft weight & balance.
• Theory of flight
• Weight limitations
• Fuel assessment
• Principle of balance
• Structural strength limitations
• Load control
• Dangerous goods and special loads
• Load distribution and LIR
• Loadsheet and balance chart
• Documentation
• Ramp service supervisors
• Turnaround coordinators
• Load Controllers
• Airline, airport and ground service provider staff
• Persons interested in pursuing an aviation career
Operations
This course will equip you with the skills to provide a seamless world-class service to all these travelers from flight arrival, check-in to flight departure.
• Preparation for check-in
• Ticket and travel document checking
• Dangerous Goods – provision for passengers and crew
• General rules for checked baggage and excess baggage
• Extra seats (Cabin baggage/ Diplomatic baggage/ Extra seat)
• Arrival preparation and services• Assisting passengers with special needs (e.g. elderly, vision impairment, hearing impairment, incapacitated, deportee, unaccompanied minors, etc.)
• Departure preparation and general boarding procedures
• Flight disruption (e.g. delay, cancellation & misconnection, etc.) handling procedures
• Ramp safety
• Passenger services and handling agents
• Passenger services instructors
• Anyone interested in pursuing an aviation career
Operations
This 4-day ground operations management training program aims to reinforce as well as to enhance the participant’s competency in managing ground operations functions safely, securely and efficiently. The program specifically emphasizes on the principles of airport handling and application in conjunction with the most current international ground operations standards and industry best practices.
• Cooperation with airport authorities and GSP
• Duties of station manager and ground operations Manager
• Standard ground handling and service level agreement
• Safety, security, quality and risk management systems
• ISAGO and internal audits
• Passenger, baggage, cargo and ULD handling
• Human resources and GSE management
• Load control and aircraft handling
• Aircraft turnaround coordination
• Emergency response planning and service recovery preparation
• Case studies and experience sharing with subject matter experts
• Airline station managers
• Station representatives
• Ground operations managers
• Duty managers
Operations
This 3-day ground handling training program aims to equip the participants with the competence and the required qualification to perform supervisory ground handling functions at the station. Specifically the program provides an overview of the principles of aircraft handling and the most current ground handling standards and industry best practices that will enhance personal knowledge, supervision skills and career development.
• The role of airline, airport authority and GSP
• Ground handling supervision and control
• Standard ground handling and service level agreement• Safety, security, quality and risk management systems
• Introduction to ISAGO and station audits
• Principles of passenger, baggage and cargo handling
• Special load and ULD handling• Load control and aircraft handling
• Aircraft turnaround coordination
• Emergency response and service recovery
• Team managers
• Duty supervisors
• Duty controllers
• Ramp coordinators
Operations
Baggage management, monitoring, tracing and handling, are vital in reducing baggage mishandling and raising customer satisfaction. WorldTracer operates globally and exchanges information with 2800+ member airports. It encompasses tracing, management, claims processing and others in resolving the mishandling of the baggage. The WorldTracer internet interface also allows passengers to track their bags by entering a transaction number.
• Techniques on handling baggage and mishandling cases
• Importance of Property Irregularity Report (PIR)
• Introduction of WorldTracer Baggage System
• Manual/System tracing process
• Handling of on-hand Baggage
• Sharing of Lost & Found (L&F) best practices
• Baggage handling officers
• Airport operations staff
• Airlines supervisors
• Ground Services Provider supervisors
Operations
Effective aircraft turnaround requires efficient resources and time management and the cooperation of ground service providers. This 5-day course aims to provide participants with the essential technical and functional aspects of aircraft handling and ramp safety requirements.
• General ramp handling preparation
• Aircraft cleaning, water service, catering and fueling interface
• Special cases and special passengers handling
• Ramp equipment and their functions
• Introduction of aircraft holds and cabin
• Principles of aircraft loading and loading limitation
• Loading and unloading procedures
• Special cargo handling
• Incident and accident handling
• Ramp safety
• Load controllers
• Aircraft dispatchers
• Ramp supervisors
• Turnaround coordinators
• Airline, airport and ground handling company staff
• Anyone interested in pursuing an aviation career
Business Improvement
This course aims to help the participants to build the foundation for effective application of the IATA Standard Ground Handling Agreement (SGHA) and Service Level Agreement (SLA) and to learn how to assure cooperation, efficiency and service quality through agreed standards.
• IATA SGHA fundamentals
• AHM810 Main Agreement and Annexes
• AHM803 recommendations
• SLA specifications and design
• Execute, measure & monitor SLA performance
• Experience sharing with Subject Matter Experts
• Airline procurement managers
• GSP contract managers
• Service quality managers
• Station managers
• Legal Counsel
Business Improvement
This course provides participants with a foundation on risk management and emergency response planning which is to integrate into their operations to increase their risk awareness and ensure business continuity.
• Basic Understanding of Risk
• Major issues of Risk
• Risk Management Process – Risk Assessment
• Business Continuity Planning
• Crisis Management
Supervisors to managers in safety, ground operations and other related areas
Business Improvement
This 1-day course aims to raise the awareness of human factors in achieving safe, health and efficient airport ground operations. Participants shall comprehend the elements of human factors and be capable of determining when and how these elements should be incorporated into their own operational environments and Safety Management System (SMS). Human factors theories and models are illustrated by real cases to advance learning result.
• Understand human capabilities and limitations
• Understand human factors, its development and roles towards a Safety Management System (SMS)
• Mitigate human factors in your operation systems to improve safety and business performance
• Manage the consequences and impacts of human factors
• Promulgate the importance of safety culture in your organization
• Airport Operation Managers
• Airlines Station Managers and Supervisors
• Ground Handling Managers
• Regulator staff
Business Improvement
Safety is the foundation of corporate development. This program aims to introduce and understand the standard of safe operation on ground handling, safety checking and accident investigation, in order to establish a good working environment and model, in promoting the health and safety management culture.
• Safety management system
• Human factors
• Personal protection
• Adverse weather
• Points to notice during work on apron
• Points to notice in unloading baggage
• FOD handling and prevention
• Accident/work injury treatment
• Physical handling operations
• General safety guidelines
• Fire prevention
All Ground Operation staff
Coaching Skills
This course will help you build on your existing instructional skills, giving you multiple opportunities to experience the way you design, conduct, and evaluate a training event. With a strong focus on presentation skills and training best practices, you will gain valuable feedback from experienced facilitators in this practical and constructive learning environment.
• Adult learning styles
• Role and importance of the trainer
• Design the curriculum to meet actual needs
• Use questioning skill to adjust the teaching model
• Use of auxiliary work (e.g. games, visual effect and role play)
• Understand the shortcomings in improving teaching skill
• Apply teaching skill to provide feedback
• Trainer
• Coach
• All staff
Coaching Skills
Great coaches help people create great goals. One of the most important aspects of coaching is the ability to transfer knowledge from one person to another. A strong coaching culture enables employees to continuously share their ideas with others and improve internal processes. Coaching means building one-on-one relationships and managing a process that results in specific improved performance in targeted areas. Coaching is not about power, or authority, but it’s a process-driven relationship with clear goals and objectives.
• The principle and orientation of mentor
• Analyze employee issue to decide training objectives and contents
• Plan and apply methods to improve employee malpractice
• Practice mentor training skills
• Use skill to improve the training language used by mentor
• Seize the moment to rectify employee mistake
• Trainer
• Coach
• All staff
People Performance
Staff are promoted to be Supervisors because they performed well in their previous non-supervisory positions which means that they were good “doers”. To most newly promoted Supervisors, skills used to supervise others are not what they are good at or they have never been taught before. As a result, these supervisors have to find their own ways to deal with all problems they encounter when managing subordinates or they just learn from others which may not be the best practices. In case there are mistakes made due to the imperfect practices, it may bring costly outcome, for examples bad staff performance, low morale, high turnover rate and customer discontent at the end.
• Roles of Supervisors
• Business Triangle
• Competencies required in various levels of management
• Do Right things Right
• Leadership
• Understand different styles of leadership
• Determine the quality of staff at work
• Match of styles of leadership and maturity
• Skills required in different leadership styles
• Positive behaviors
• Managing staff
• Define staff performance
• Understand attitudes and abilities
• Motivation
• Give recognition
• Take disciplinary actions
• Supervisor
• Manager
People Performance
This workshop aims to help leaders and managers working in aviation industry to lead their teams in a balanced and successful way.
• Roles and responsibilities of leaders for effective business performance
• Developing and leading effective teams
• Performance management
• Problem solving and decision making
• Personal Management Traits
Manager or above
People Performance
It's a daily job to deal with "difficult" customer. To handle this smartly, we need to know how to communicate properly. Customer complaint does not necessary relate to “right or wrong”, but rather the matter of emotion and communication. When these could be dealt with diligently, the impact of complaint will be reduced.
• Types and mindsets of difficult customers
• Customer and company business relationships
• Steps and tips for dealing difficult customers
• Handling taboos and correct attitudes dealing difficult customers
• Employee service attitude and emotional control
• Case handling drills and feedback
• All customer handling staff
• Duty Managers Duty supervisors
People Performance
This workshop gives you the essences to achieve customer service excellence in your business sectors, not only strategies but also practical tactics.
• Importance of customer service
• Attributes of quality customer service provider
• Communication tactics to win customers
• Mystery Shopper
• Questioning Techniques
• Saying “No” nicely
• Turning discontents into pleasant moments
• Practicing the best practices of quality service through role play
• Customer Service
•Supervisors and Officers
• Sales Supervisors and Representatives
• Operations Supervisors and Officers
• Managers and Supervisors who wish to refresh their skills in customer services
以上课程的培训地点和日期皆可因应顾客的需求而共同协议，我们亦可根据顾客的个别要求，提供量身订造的培训课程。欢迎联络我们(academy@jasg.com)索取更多详情，我们十分乐意就您的培训方案作详细讨论。
如有任何问题，欢迎联络：
电话：+ 852 22162433
电邮：academy@jasg.com
