Professional ground handling is not a matter of chance.

Professional ground handling is not a matter of chance.

Professional ground handling is not
a matter of chance.
When it comes to ground handling, we hold all the right cards.
Swissport was just named once
more Global Aviation Ground
Services Company 2008
by the Institute of Transport
Management.
In its deliberations to choose the winners of
various accolades in the Aviation sector,
the Institute canvassed and polled:
: 46 National and International Airlines
: 8 International Airport General Managers/Directors
: 22 Regional Airport General Managers/Directors
: 2,450 Passengers
: 72 Suppliers to the Aviation Industry
For eight consecutive years, the ITM has honored Swissport
with its top award for excellence in airport services. It commends our flexibility, innovative spirit, single-source partnership philosophy, and uncompromising dedication to each
customer’s individual requirements. We owe this distinction to
your ratings. It proves that our quest for constant improve-
ment, our strong roots in ground handling, and the energy
we invest in delivering quality services are bearing fruit. On
behalf of 30,000 committed women and men who look after
your needs at 187 airports around the world, we thank you
for your invaluable support and your continued loyalty to
Swissport. It is a privilege to serve you.
Swissport International Ltd.
Ground Handling, Cargo, Aircraft Maintenance, Fueling,
Executive Aviation, Aviation Security
www.swissport.com
CONTENT 3
5 EDITORIAL
DEAR CARGO MATTERS READER
By Oliver Evans
6 HIGHLIGHTS
HOW MUCH DO WE CARE
FOR YOUR CARGO?
According to the results of its third customer survey, Swiss WorldCargo continues to deliver the kind of products and services one
would expect from a quality provider.
By Julia Dellinger, Swiss WorldCargo
10 PARTNERS
ONE THOUSAND AND ONE SOLUTIONS
The GSA agreement between Swiss WorldCargo and Lufthansa
Cargo Charter will soon celebrate its second anniversary: Cargo
Matters reports on two years of exceptional services beyond the
ordinary.
By Silvia Cappelli, Swiss WorldCargo
14 CUSTOMERS
DESTINATION, OUTER SPACE
Sometimes, working at Swiss WorldCargo can be as challenging
as taking part in a NASA space mission.
By Silvia Cappelli, Swiss WorldCargo
16 ONE OF US
A STAR MOVES ON
An interview with Sabumon Abdusamad, from TV to air cargo.
By Silvia Cappelli, Swiss WorldCargo
18 PARTNERS SPECIAL
TIME:MATTERS
As well as further expanding its „Special Speed Solutions“,
time:matters it‘s now getting increasingly involved in time-critical
spare parts logistics, too.
By Miriam Berle, Head of Public Relations, time:matters
21 INFO GUIDE
SHORT NEWS, EVENTS, PARTNERS,
MEDIA AND MORE
ONE CLICK TO EVERY DESTINATION
–
You`re just one click away from a real-time update on how your freight navigates
the world. With our online tracking system at our new website, transportation
becomes easier than ever before. Visit swissworldcargo.com
SWISSWORLDCARGO.COM
EDITORIAL 5
DEAR CARGO MATTERS READERS
–
Can we “reach for the stars” at a time of high oil prices and falling demand for cargo volumes?
No doubt that the industry crisis is deepening along with the crisis in the global economy, and that 2009 will be a difficult year. Our
strategy remains unchanged, though: we will strive to become even
more special, to provide even more care in our service to customers.
We will not be distracted by the global economic storm around us.
We will not lose focus. We will spot and grab the opportunities in
the market and further improve our key performance indicators.
“Reaching for the stars” still sounds ambitious to you? To prove
it is not, we are coming out with an “all star” issue of “Cargo Matters”: the results of our customer survey were again positive, and
show that we retained our “5 star” carrier class. With our partner
Lufthansa Cargo Charter, we have been offering a wide range of air
cargo solutions with “no limit to time and space”. And we can even
include “outer space”: some of the cargo which was aboard space
shuttle “Discovery” last May, for NASA mission STS-124, was formerly transported aboard SWISS aircraft. Not to mention, that we
have “stars” among our staff; Sabumon Abdusamad, who is now
2008 has been a very challenging but rewarding year indeed for the part of the Swiss WorldCargo team in Riyadh, is a former “TV star”
cargo division of SWISS: we replaced our reservation system with from the Indian state of Kerala.
the next generation end-to-end cargo management system “Swiss
Worx”, which marked a tremendous change in the way we do busi- Reaching for the stars? Yes we can!
ness, and involved the dedication and intelligence of the whole We care for your cargo.
organisation. We expanded our network, by introducing new destinations as well as additional flights and capacity to existing ones:
Shanghai, Sofia, Moscow, Florence, St. Petersburg, to name only a
few. And we even found the time to revamp our website, swissworldcargo.com. You can call it “best service” on the ground, in the air Oliver Evans
and on the world wide web!
Chief Cargo Officer
Swiss International Air Lines
And it looks like this is widely acknowledged within the industry,
too: actually, we have been selected by IATA to lead the introduction
of a new ‘e-freight’ location. From the beginning of next year, we
will be ready to say “No paper, thanks!”, and record and handle cargo consignments in electronic form only on selected routes.
From left bottom: Dieter Vranckx, Bernd Maresch,
Urs Stulz, Ashwin Bhat, Marco Venturini, Oliver Evans
From left top: Robert Muelhauser, Markus Loeffler,
Marc Weinmann, René Mattes, Jack Lampinski
HOW MUCH
DO WE CARE FOR
YOUR CARGO?
–
According to the results of its third customer survey, Swiss WorldCargo continues to
deliver the kind of products and services one would expect from a quality provider.
By Julia Dellinger, Business Development Analyst
HIGHLIGHT HOW MUCH DO WE CARE FOR YOUR CARGO 7
marks from our customers, and we‘re delighted to see that we continue to deliver the kind of products and services one would expect
from a quality provider.“
In the most important key areas - Satisfaction, Outside Sales,
Inside Sales, Proactive Information, Product Range and Physical/
Document Handling - Swiss WorldCargo has shown a clear competitive edge. „Indeed, the gap between ourselves and the competition
has increased, largely because Swiss WorldCargo has managed to
maintain its very high performance of previous years while its competitors have not,“ Barden continues.
As part of its customer value management and in line with its premium strategy, for the last three years, Swiss WorldCargo has been
conducting a customer satisfaction survey. The latest edition was
held again in cooperation with the Prof. Homburg & Partner market
research institute, which conducted the telephone interviews between June 2nd and 20th 2008.
„All in all, more than 1 700 customers in 35 countries answered our questions, so we can have every confidence in the survey‘s
results,“ says Christine Barden, Manager Business Intelligence &
Development. „On the whole, those results are very encouraging.
Like last year, our product and performance generally earned high
+6
80
+10
74
OVERALL
SATISFACTION
–
+7
84
74
OUTSIDE
SALES
–
+4
83
76
76
OUTSIDE
SALES
–
+3
72
78
PRO-ACTIVE
INFORMATION
–
75
77
PRODUCT
RANGE
–
Scale in points from 0 to 100. Number of points ahead of competition (points marked off in red).
Graphics 1
Gra
+4
73
PHYS / DOC
HANDLING
–
Cust
Customers
were asked a straightforward question about their „Overall
Satisfaction“ with Swiss WorldCargo:
Satis
„How
H satisfied are you in general with
Swiss WorldCargo?“ They were also
Swis
asked about their satisfaction with
aske
Swiss WorldCargo on the main touch
Swis
points. These touch points cover
p
poin
the air
a cargo service chain, ranging
from customer care and the booking
process to the physical and document
proc
handling
process up to the final
hand
h
d
delivery of the goods and documents
deliv
and the invoicing. We also asked our
customers
to rate these touch points
cust
t
with Other Airlines.
Other Airlines
Swiss WorldCargo
OVERALL SATISFACTION AND LOYALTY ALMOST UNCHANGED –
CUSTOMERS HIGHLY COMMITTED
–
WORLDWIDE: OVERALL SATISFACTION AND LOYALTY
Graphics 2
80
80
86
85
89
88
86
85
85
84
86
85
OVERALL
SATISFACTION
–
OVERALL
LOYALTY
–
COMMITMENT 1
–
COMMITMENT 2
–
RECOMMENDATION
–
REPURCHASE
–
How satisfied are
you with SWC
in general?
(Average of the
four statements
right)
We will remain a
customer of SWC
in the future.
We will continue to
do at least the same
volume of business
with SWC.
We will recommend
SWC to business
partners or colleagues.
If we were to decide
again, we would choose
SWC again.
Scale: 100 = very satisfied / fully agree, 0 = very dissatisfied / fully disagree
2008
2007
Loyalty is a concept that cannot be
questioned directly. We therefore
put the concept in an operational
context under OVERALL LOYALTY as
determined through the four loyalty
statements shown as on the left:
COMMITMENT 1, COMMITMENT 2,
RECOMMENDATION, REPURCHASE.
We measure our customers‘ degree
of agreement with these statements
on a scale from 0-100.
8 HIGHLIGHT HOW MUCH DO WE CARE FOR YOUR CARGO
„While we‘re heartened by our customers‘ praise, we see it as an incentive to make further enhancements to our products and services, based on our customers‘ input“, Barden continues.
IMPROVEMENTS ACHIEVED AFTER
LAST YEAR‘S SURVEY
–
Yes, we are a pure belly carrier - but we are also increasing
our capacity
Looking back, we introduced new flights to Shanghai and Delhi and
added capacity to Tel Aviv and Cameroon after our 2007 survey. The
survey revealed that capacity was a major issue. We‘ll also be paying
due heed to this in our 2009 schedules.
Capacity is one key element in our customer satisfaction survey.
We offered more, and we could see this in our results, too. Satisfac-
tion with available capacities on the Intercontinental and African
market increased, but of course we are still a belly carrier and cannot compete with other airlines offering freighter capacity.
Further, to take just two examples, there was a desire among customers in some countries to receive more frequent Swiss WorldCargo visits, and a number of requests for a more regular supply of our
Service Guide and of Cargo Matters, our customer magazine.
We care for your „Cargo Matters“, too!
„Cargo Matters“ could not be left out of the survey. While the new
layout seemed to have a positive influence on overall satisfaction
with the magazine, the increase in the reception figures is especially remarkable. In fact, a central send-out was introduced which
made the magazine accessible to all our customers. And, as always,
we‘ll welcome any further feedback you may have.
INCREASING RECEPTION AND ALSO SATISFACTION
WITH “CARGO MATTERS”
–
Do you receive Cargo Matters?
Satisfaction with Cargo Matters:
Graphics 3
27%
66
2006
46%
58%
68
2007
75
2008
73%
54%
42%
2006
YES
2007
NO
Customers were asked whether they
receive the customer magazine or
not. While roughly one-fourth of
our customers mentioned that they
received the magazine in 2006,
this number increased to almost
60% in 2008. Those customers who
received the magazine were asked
as well about their satisfaction with
the magazine. The revamp of Cargo
Matters in 2008 is clearly visible.
2008
Scale: 100 = very satisfied / fully agree, 0 = very dissatisfied / fully disagree
INITIATIVES AHEAD: 2009 AND BEYOND
–
Customer loyalty programme
Results on the customer loyalty programme from this year‘s survey
are highly illustrative. The main finding here was that no single programme can serve all needs, and cultural differences play a crucial
role. A student from the University of Nuremberg in Germany, Sabine Kroczek, is currently looking into this topic in more detail at
Swiss WorldCargo as part of her thesis work.
Environmental programme
In line with general industry trends, we also asked customers for
their views on what Swiss WorldCargo could or should be doing in
environmental care terms. The results here clearly reveal a worldwi-
de desire to see greater action on the environmental protection front.
Precisely what form this action should take is less clear, however.
Many customers seem to feel that the solution should be more than
a financial „add-on“. This is fully in line with our own thinking,
which favours a „step-by-step“ and „everything helps“ approach.
For several years now, for instance, Swiss WorldCargo has only dealt
with trucking companies who use the latest generation of trucks
with lower emissions, practise strict waste management and/or
have adopted energy-saving measures.
HIGHLIGHT HOW MUCH DO WE CARE FOR YOUR CARGO 9
Some areas still remain a „to-do“: physical and document
handling / complaint handling
Although some stations showed a positive development in physical
and document handling, there are still some countries where Swiss
WorldCargo has to strengthen the link to its handling agent to continue to provide the high quality performance that our customers
expect.
The amount of complaints stayed on a relatively low level. We still
have room to improve and we will focus on obtaining better results,
e.g. by improving the response time for handling complaints.
AROUND THE WORLD VIEW
–
Japan
Japan experienced a significant improvement: Among the main actions taken, the frequency of visits was increased and visits from
top management were included: „Together with the local management, I personally visit customers; This is an important statement
to them, especially when in outstations that are far away from our
head office, like Tokyo. This direct contact is crucial to understand
our customers‘ needs and improve our services accordingly,“ says
Dieter Vranckx, Managing Director Area Management Asia, Africa
& Middle East.
Singapore
The results registered in Singapore are also worth mentioning;
despite the fact that the handling agent has been replaced and the
station management has changed, the South East Asian station has
registered a remarkable increase in the Key Elements Outside Sales
and Physical Handling.
USA
New York registered a strong general increase in all Key Elements
with the exception of Physical and Document handling, but we expect better results for next year in this area as operations have been
moved to Terminal 4.
On the other hand, Physical and Document handling has already
improved in Atlanta, mainly because of JAL moving out of the facilities, relieving congestion.
New countries
Some countries were included in the survey for the first time: Chile,
Portugal, Sweden and Ireland. The results related to these countries
show that the cooperation with our GSA partners there is working
well. However, some special attention and supervision is needed to
make sure we can deliver the same quality performance. This was
given as a special task to our GSA colleagues to foster a closer relationship with our customers.
„In my region, we work in close collaboration with two GSA‘s and
it is crucial that they understand our business and our customers‘
needs. I find it very beneficial when the GSA arranges the customer
visits for us both to attend as this shows that Swiss WorldCargo is
interested in their business even though we do not have a physical
presence in the country. This is where it is imperative the GSA acts
as our eyes and ears,“ says Colin McInnes, Regional Manager, UK &
Northern Ireland.
So if you are asked „Would you remain a customer of Swiss
WorldCargo in the future?“ „ - We hope you will. This is something we work on constantly.
The Near East; Israel and Egypt
Egypt is on an upward trend and Israel is keeping up its very high
satisfaction level, as one would expect from a station that won the
customer satisfaction award 2007.
United Arab Emirates
In the United Arab Emirates, while tough competition is standing
firm, „Our customers appreciate the restructuring of our sales organisation, with each area now having a regional manager,“ says Alain
Guerin, Regional Manager Cargo, Middle East. In fact, Outside and
Inside sales have registered an increase.
Europe
With their small but very enthusiastic and dedicated staff teams,
Eastern European stations stick out of the crowd, for instance, Warsaw and the newly introduced destination of St. Petersburg.
At the same time, it is interesting to observe that the level of satisfaction with handling services at London Heathrow, which was
one of the topics identified as „to-dos“ last year, has improved significantly.
Tel Aviv
Egypt
London
ONE THOUSAND AND
ONE SOLUTIONS
–
The GSA agreement between Swiss WorldCargo and Lufthansa Cargo Charter will
soon celebrate its second anniversary: Cargo Matters reports on two years of exceptional services beyond the ordinary. By Silvia Cappelli
PARTNERS LUFTHANSA CARGO CHARTER 11
There was once a Saudi prince who fell in love with a princess and
proposed marriage. For the wedding ceremony, which would take
place at his palace in Riyadh in the most sumptuous manner, he
had chosen some French wedding props, and had to get them shipped from Paris. With flying carpets no longer available in the 21st
century, the prince had to turn to air freight. And with the props
accounting for as much as 400 m3, he had to find a customised solution.
That is not the opening of a story from „A Thousand and One
Nights“ (the literary classic more widely known as „Arabian
Nights“), but the background to the first shipment Swiss WorldCargo acquired on behalf of Lufthansa Cargo Charter, shortly after the
signing of a GSA agreement at the beginning of 2006.
„In a way, Lufthansa Cargo Charter‘s solutions are really like a
fairy tale come true for our customers,“ says Andy Christen, Partnership Manager Swiss WorldCargo/Lufthansa Cargo Charter. „Unlike
standard air cargo services, Lufthansa Cargo Charter‘s solutions
are tailor-made for any type of requirement and, true to its motto
„Uplift: no limit to time and space“, the company is indeed able to
offer an individual network, an individual schedule, no restriction
on size and weight, and even the choice of aircraft type.“
The cargo division of SWISS actively promotes and offers the services and solutions of the Lufthansa Cargo subsidiary to its customers as part of its product portfolio.
No matter how tight the timeframe, how
far away or how unusual the destination,
flights are planned and executed by ensuring extremely short lead times,
independence from rigid schedules and networks, as well as
technical facilities for loading and unloading exceptional transport, even at destinations where infrastructure is lacking.
With Swiss WorldCargo, Lufthansa Cargo Charter has added
an experienced sales organisation to its representation portfolio.
Besides their own sales forces with offices in Frankfurt, Chicago,
Hong Kong and Dubai, Lufthansa Cargo Charter‘s only other marketing partner is Lufthansa Cargo.
„In Swiss WorldCargo, we have found the perfect partner for our
needs,“ says Heide Enfield, Head of Global Market Development.
„Swiss WorldCargo has an excellent reputation and extensive experience at the highest of levels in marketing and sales of specialised
services especially in niche markets, and in the last two years it has
proved a competent partner to offer our customised concepts to
their customers.“
Lufthansa Cargo Charter‘s „one thousand and one solutions“
are not only within the reach of princes. In the past two years, the
range of Swiss WorldCargo customers taking advantage of these exceptional opportunities includes pharmaceutical companies, computer companies and many more.
Two of Lufthansa Cargo Charter‘s shipments „beyond the ordinary“
WHY CHARTER?
–
- Weight and/or volume not suitable for scheduled services
Capacity not available on scheduled services, especially
in high season
- Origin and/or destination not served by scheduled flights
- Shipment is time critical
- Shipment is safety sensitive
12 PARTNERS LUFTHANSA CARGO CHARTER
NATHALIE PICAUD
MANAGER CARGO DISTRICT GENEVA
_
While at your best friend‘s birthday party in Geneva, the last thing
you would expect is to make a business deal: a conversation with
one of the guests revealed that he was looking for an air cargo solution for regular, large shipments from Frankfurt-Hahn to Teheran,
accounting for as much as 250 tons a week in peak season.
A contract with Lufthansa Cargo Charter was signed two weeks
later. Since March 2008, 14 freighters Boeing 747 (third-party equipment) have been operated from Hahn to Teheran; in June a record
was set with a total of 8 flights. In addition, MD11 aircraft from Lufthansa Cargo was contracted for the route Leipzig -Teheran until the
end of October 2008, with one flight per week.
Of course, I had to coordinate with our colleagues from Lufthansa Cargo Charter along the way. The teamwork was very successful
and also presented a great opportunity to learn more about the
charter business, a very interesting one indeed.
ELI GROSS
CARGO SALES, TEL AVIV
_
The lack of sufficient capacity on scheduled flights for the date of
delivery designated by our customer was the reason for offering a
charter solution for the shipment of high-tech hardware from Tel
Aviv to Tirana. The 3 tons of communication equipment were shipped as Swiss X-Presso on SWISS aircraft to Zurich on 12 April and,
from there, the shipment continued on a freighter from Lufthansa
Cargo Charter.
On 12 June, we had a temperature-controlled shipment of pharmaceuticals. In this particular case, seamless coordination with
Lufthansa Cargo Charter was necessary for the proper preparation
and loading of the Envirotainer containers.
Another pharmaceutical company, Teva, one of the world‘s biggest manufacturers of generic pharmaceuticals, took advantage of
our partnership with Lufthansa Cargo Charter to ship about 100
tons of Copaxon to New York JFK, the aim being to get approval for
distribution in the US.
Zurich Airport, 12 April 2008: Loading operations of the charter shipment to Tirana
YOUR BENEFITS AT A GLANCE
_
- Individual schedules
- Possibility of determining origins and destinations
- Virtually no size and weight restrictions
- Availability of any aircraft type
- Fully individualised solutions available from/to all airports worldwide
(not only LX network)
„Others offer reliability.
We give you total
peace of mind.“
The Challenge:
The Uplift:
60 race horses Frankfurt to Calgary,
1 Rubens from Washington to Vienna
1 round trip, efficiency
[email protected]
DESTINATION:
OUTER SPACE
–
Sometimes, working at Swiss WorldCargo can be as challenging as taking part in a
NASA space mission. By Silvia Cappelli
CUSTOMERS NIPPON EXPRESS FORWARDERS / NASA 15
On 31 May 2008 NASA‘s space shuttle mission STS-124 took off to
deliver the pressurized module and robotic arm of the Japanese
experimental module, known as „Kibo“, to the International Space
Station (ISS).
The cargo aboard space shuttle „Discovery“ had already travelled
halfway around the Earth, covering thousands of miles over land
and sea before being sent into outer space: In fact, one of the pieces
was transported by SWISS aircraft from Miami to Tokyo and back
about one year earlier.
in the success of the timely launching for the future of the satellite
space program. I have to thank Nippon, NASA, Mitsubishi in Japan,
and our handling agent for entrusting us with this most memorable
cargo movement, an experience I will always cherish.“
Whether you are a certified astronaut or
an air cargo professional, preparing for
a space mission takes a lot of time and
patience.
Ines Bithinia Gutierrez, Account Manager for Swiss WorldCargo
Miami, was actually involved in the shipment coordination for over
two months, from February until May 2007.
„When initially contacted to quote and handle this piece, I was a
bit reluctant as the demands from NASA were high stakes requiring
perfection and a lot of time,“ Ines says. The Atlanta branch of Nippon Express Forwarder USA had to find a reliable air cargo carrier
to ship a solar panel on behalf of NASA. The sophisticated device
worth more than a million dollars had to be transported from Kennedy Space Center in Florida to the Mitsubishi premises in Japan,
in order to be calibrated with a similar one.
„Even though there is a direct flight from Atlanta to Tokyo, after
evaluating offers from different companies, the decision was made
to use Swiss WorldCargo via Miami,“ Ines continues. „No other carrier could ensure that all the shipper‘s needs could be met.“
These included an Envirotainer RKNE1 container with a special
shock absorber, the organisation of an escorted truck (FedEx) for
the road transportation from Kennedy Space Center to Miami, NOTOC (notification to captain) before loading on SWISS aircraft and
two agents to fly with the shipment.
„As I had to arrange all of that, as well as the permits for the Nippon Express agents to visit the loading premises and synchronise
with the airport manager, It felt really like being part of a special
mission!“. Ines concludes: „It was a rewarding experience to know
that my personal involvement and SWISS, were both instrumental
Loading of the Envirotainer RKNE1 container at Miami International Airport
ABOUT STS MISSION
–
The STS-124 mission was the second of three flights to launch components to complete the Kibo laboratory. The mission includes two spacewalks to install the new lab and its remote manipulator system. The lab‘s
logistics module, which was installed in a temporary location during
STS-123, will be attached to the new lab.
More about STS-124 mission and the Kibo laboratory on
www.nasa.gov
THE UNITED SPACES OF AMERICA
–
More daily capacity to Boston and Miami!
Check the Interactive Timetable on www.swissworldcargo.com
16 ONE OF US A DAY IN THE LIFE OF SABU
A STAR MOVES ON
–
An interview with Sabumon Abdusamad, from TV to air cargo. Interview and text by Silvia Cappelli
ONE OF US A DAY IN THE LIFE OF SABU 17
If you show this picture to someone from the Indian state of Kerala
and say it is of one of your colleagues at SWISS they will ask if you
are joking. For they would immediately recognize this handsome
young man as „Sabu“, one of the most popular TV stars of the last
few years on the local television scene.
After reaching the peak of success back home, Sabumon Abdusamad (29) decided to make a radical change in his life and, two
years ago, moved to Saudi Arabia, where he is now part of the Swiss
WorldCargo team based in Ryiadh. We had the pleasure of asking
him a few questions.
Let‘s start at the end: how come you decided to retire from the
TV scene?
I had reached a saturation point. Enthralling audiences from behind TV screens no longer excited me. I continued my university
studies while working and graduated with a degree in Malayalam
Literature (the official language of Kerala) and law, and a post-gra- Here comes a tricky question: How would you compare the air
duate diploma in electronic journalism. Reading, travelling and cargo industry with show business?
observing people were always my passions, which kindled my imagination and also gave me inspiration and ideas for my TV shows. Working in the air cargo industry is no less
And I felt the urge to go and explore the world. It was at this juncture
interesting than working for television.
that my brother invited me to Saudi Arabia, and I was more than
happy to oblige.
You get to experience different cultures and different regions of the
world first hand and find out how people do business there, which
things are produced in which places, and how they are transported
Is there any particular reason why you chose the air cargo
around the world.
business?
My job includes meeting with agents and making load plans, priAfter moving here, I thought about many professions and stumbled
on a chance to work in the air cargo industry, which appealed to me oritising regions and goods and optimising profits. And with all the
instantly: It was a completely new arena for me and I immediately human interaction - adrenaline rushing while chasing deadlines,
liked it. It was challenging, I got to travel and interact with people. planning, logistics, finding solutions to problems in a quick span of
time, coordinating with other people to achieve a desired result - to
name only a few, it is not so different from show business after all.
How did you start your television career in India?
When I was a college student of Malayalam literature, I was in a
theatre group. A TV producer saw me performing during a student Was your popularity an advantage in your career?
play and offered me the chance to host a new program; It was called My popularity was certainly a big advantage in my new career.
‚Tharikida‘ and was an innovative, interactive show based on using Agents from whom I had to gather customers already knew me and
a hidden camera to capture people on the streets reacting to my bi- they were eager to meet me and work with me. And I always manazarre antics. Comic and interactive shows were my forte, initially. I ged to turn these encounters into sales or potential sales!
had a chance to read a few articles about you on the Indian press. It
looks like your programs brought a whole new definition of entertainment on Malayalam television, and at some point you became
a real star.
The real success came with two game shows, the first one aimed
at college students on the lines of „dare and win“, and the second,
called „Attahasam“, in which participants were challenged to carry
on a conversation with me in Malayalam language for four minutes
in a row. The challenge in this situation is due to the fact that English is the most widely spoken language in the region. Other shows I
anchored included a comic three-minute filler which was a take on 4 weekly flights connect Zurich to Ryiadh (RUH) with A330; all flights
super heroes of our times, and a half-hour show called „Crazy TV“, have Jeddah as final destination. Swiss WordCargo in Riyadh is manawhich kept audiences in fits of laughter.
ged by Vasco Furtado, Country Manager Saudi Arabia, Pakistan & Sri
Lanka; besides Sabumon, the team also includes Mehaboob Muhammed, who is responsible for sales overall. Ex RUH, Swiss WorldCargo
carries about 40 tonnes of cargo per month; the station also acts as
transit hub for the destinations of Colombo and Dhaka.
ABOUT SWISS WORLDCARGO IN RIYADH
–
TIME:MATTERS:
ULTRA-TIGHT DEADLINE DELIVERIES
–
It‘s two years now since logistics specialist time:matters created its Swiss subsidiary.
The new company, which also collaborates with Swiss WorldCargo, has established
itself successfully in the local market. And, as well as further expanding its „Special
Speed Solutions“, it‘s now getting increasingly involved in time-critical spare parts
logistics, too. By Mirjam Berle, Head of Public Relations, time:matters
PARTNERS SPECIAL TIME:MATTERS 19
With an operating network that extends not just throughout Europe
but all over the world, time:matters, the Lufthansa Group‘s specialist in courier, same-day and emergency logistics, has made quite
a name for itself in the Swiss market, too, over the last two years.
Offering services that are specifically designed to ensure the fastest
possible transport and the greatest possible reliability (and which
can also provide door-to-door collection and delivery, accelerated
customs clearance and loading priority), time:matters meets a growing need among companies whose manufacturing processes have
become more and more „sensitive“ (and thus also more prone to
disruption) through the twin trends of decentralising production in
a globalised world and just-in-time delivery, both of which have steadily raised the risk of logistical problems and emergency situations.
Under its business philosophy,
time:matters puts its multimodal air/rail/
road transport network, which currently
extends to some 400 destinations in 90
countries,
primarily at the disposal of other logistics providers, which can thus
expand their own service portfolio by adding a specific ‚emergency‘
component without needing to acquire the corresponding specialist
expertise. „We call this ‚time:matters inside‘,“ explains Stefan Spörri, Country Manager of time:matters Switzerland. „It means that we
work away in the background, while our customer can present our
service as their own.“
To take a concrete example, time:matters offers regular
‚time:matters inside‘ support to a Swiss-based logistics operator
which provides one of its customers - a manufacturer of medical
equipment in the Zurich area - with a Europewide overnight distribution service for spare parts and consumable supplies. The consignments concerned are destined primarily for clinics; and whether they are in Stockholm or in Budapest, these institutions rely
totally on receiving them at the precise times agreed. Which is why a
firm delivery guarantee is part and parcel of this forwarder‘s promise to its customer.
Despite this, however, the odd occasion will always arise - for any of
a number of reasons - where the standard cutoff time cannot be kept
to and a punctual delivery is suddenly at risk. It‘s for eventualities
like this that the logistics provider has concluded a ‚contingency
programme‘ with time:matters. Let‘s look at a sample scenario: a
clinic in Gothenburg that finds itself in urgent need of a spare part
for one of its key diagnostic devices. The part concerned fails one
afternoon, and the replacement part simply must be at the clinic by
14:00 the following day. It‘s not until 15:30 on the day of the failure, though, that the logistics provider receives the urgent request.
This is too late for its regular overnight service: the replacement part
won‘t be ready for collection from the manufacturer until 06:00 the
next morning.
Despite this tightest of timetables, though, the time:matters
‚contingency programme‘ can still ensure that the part is delivered
on time. At 06:00 the next morning, a time:matters driver collects
A same-day consignment: the fastest possible transport at the greatest
possible reliability
the part from the manufacturer and takes it to Zurich Airport, where it‘s sent as rapidly as possible to Gothenburg (via Hamburg) as a
same-day single consignment. By the time it arrives at Gothenburg
Airport, time:matters and its staff and partners will have made all
the arrangements for speeding the consignment through its import
formalities and couriering it to the clinic. As a result, the part arrives
at its final destination at 12:45; and, thanks to time:matters, the logistics provider has kept its service promise to its customer.
As the example shows, in addition to its regular and ad-hoc timecritical cargo consignments, time:matters has recently entered the
time-critical spare parts logistics segment, too. This is an area that
is generating a growing demand for flexible and individualised solutions which are both quick and reliable as, in their constant endeavours to minimise costs, more and more industrial concerns come
to abandon their decentralised stores in favour of a more central
spares management approach. Companies that spread their spares
among hundreds of stores all over the globe just a few years ago have
now concentrated them in a few global distribution centres.
This poses a major challenge for spares logistics today, and one that
will only grow in its scope and intensity. On top of this, more and
more companies are also coming to appreciate that the speed and
the reliability of their after-sales spares supply service are playing
an increasingly important part in helping them stand out from their
competitors - especially when any delay in such supplies (and thus
the longer unavailability of the equipment concerned) would result
in massive costs.
ABOUT TIME:MATTERS
–
time:matters (www.time-matters.com), the international specialist
in courier, same-day and emergency logistics, offers flexible and individualised solutions for extremely urgent or complex logistics tasks, including access to various airlines‘ passenger and cargo connections. The
company is headquartered in Frankfurt, Germany and maintains further
branch operations in Zurich, Vienna, Warsaw, Amsterdam, Mechelen,
Milan, Oslo, Shanghai and Singapore. In Switzerland time:matters operates its own service stations at Zurich, Basel and Geneva airports.
INFOGUIDE 21
SWISS WORLDCARGO SUCCESSFULLY
REPLACED ITS RESERVATION SYSTEM
–
This past summer, Swiss WorldCargo officially went live with „Swiss
Worx“, an extensively customised and enhanced version of the IT
cargo management system SkyChain developed by Mercator, the
Dubai-based business technology provider.
The greatest challenge facing
the air cargo industry today is
the integrity of data across all interfaces in the management of
complex supply chains for our
customers. Using the latest Java
technology Swiss Worx substantially meets this demand and improves business efficiencies across
the air freight life cycle. With the new system, Swiss WorldCargo
have seized the opportunity to improve efficiency, raise quality
and to streamline our processes for today‘s needs. Moreover Swiss
WorldCargo will be ready for all future changes and enhancements
as the industry adapts to new challenges and the necessity to provide ever increasing value to the end customers of airfreight.
Oliver Evans says: „We can look back on a smooth and seamless
migration in what has been the biggest IT project in SWISS‘ history
to date.“ Kicked off in January 2007, the project actually saw the
involvement of over 50 IT and cargo professionals in Zurich and
Dubai and the overall effort of some 7 000 personnel-days. „This
could only be achieved thanks to the dedication and hard work of
our team, our suppliers, and the great loyalty and trust of our customers,“ Evans continues.
Patrick Naef
Patrick Naef, President, Mercator, comments: „This has been one
of our most exciting projects, and we have benefitted from an outstanding collaborative team spirit. The SWISS team has been an inspiration with their insights on cargo operations which have further
enhanced our cargo business technology.“
Swiss Worx seamlessly integrates with other systems to ensure the timely availability of the information required for all commercial and operational business purposes. The new system also
addresses both the current and the future needs of Swiss WorldCargo in all business areas including network-wide sales and reservations, capacity management, pricing, contribution management
and e-commerce.
EXPORT OFFICE CUSTOMER
SATISFACTION SURVEY
–
Results of the Export Office survey of customer satisfaction were
thoroughly positive. Customers consistently appreciate the speed
with which orders are processed and the friendly service on the part
of staff. For the Export Office team, competence and accommodating customer service are fundamental business practices. However, just half of the customers surveyed were satisfied with the opening hours of the Export Office, which has prompted us to review
this aspect of our business.
To maintain our popularity we will continue to make a point of
setting out chocolate and candies for customers so that the time
they spend waiting is as pleasant as possible.
Bettina Zuberbühler, Export Office Agent, Zurich
INFOGUIDE 23
ALBERTO GIACOMETTI EXHIBITION
SINGAPORE: FLOWN IN BY SWISS
–
Last April, works by Swiss artist Alberto Giacometti were shown in
South East Asia for the first time ever. Giacometti, who is known for
his unique vision and forms of the human figure, has been hailed
alongside Picasso and Matisse as a master of European modernism.
The Singapore Art Museum, referred to locally as „SAM“, staged
an incredible exhibition of Giacometti‘s work, showcasing sculptures and lithographs along with rare photographs of the Swiss
sculptor and painter.
As a matter of course, Swiss International Air Lines took the opportunity to support this great project.
Thanks to the good care provided by Swiss WorldCargo the valuable artworks arrived in perfect condition in Singapore, while the
alphorn players and members of the Giacometti family enjoyed very
special attention on our flights.
SEEING, BEEING, FEELING:
Alberto
Giacometti
TWO SMALL STEPS, TWO BIG GAINS:
THAT‘S KAIZEN!
Since Swiss WorldCargo adopted the Kaizen philosophy, several
workshops have been held with the purpose of changing processes
for the better. One of the latest workshops had the objective of improving the guiding of trucks at the Zurich hub.
Early in the morning trucks arrive at the terminal and dock: the
long trucks have to reverse in, and it often takes several back-andforth manoeuvres before they are properly positioned in front of
their terminal door. In many cases, the driver even has to leave his
cab and take a look himself. These manoeuvres are very time consuming.
At some point someone asked: „Why don‘t we mark the parking
bays on the ground, to help guide the drivers in?“ And any car driver knows how much easier it is to reverse into a marked parking
space! A short while later, a special tape was being laid down on the
asphalt in front of the cargo terminal.
Suddenly it was much easier for the drivers, to get their trucks
in the proper position, so their work had become far less stressful.
Another problem was that, during peak hours, the drivers tended
to unload their cargoes wherever there was space, which left barely
enough room to move between the consignments.
The answer here was designating strips, where cargo could be
deposited in channels.
!IRFREIGHT,OGISTICS!&,ISAUNIQUEMONTHLYMAGAZINEWHICH
OFFERSAIRLINESSHIPPERSFORWARDERSAIRTERMINALSANDLOGISTICS
PROVIDERSTHROUGHOUT4HAILANDTHECHANCETOBETHEFIRSTTOGETHOLD
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PIONEEREDTHEPUBLICATIONOFSHIPPINGANDLOGISTICSNEWSIN4HAILANDPUBLISHINGINTHECOUNTRYSNATIVELANGUAGETODIRECTLY
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,-HASADIRECTLYREQUESTEDANDCOMMITTEDREADERSHIPAMONGST
4HAILOGISTICSPROFESSIONALSFORWHOMOURSEAFREIGHTNEWSSHIPPING
SCHEDULESINTERVIEWSANDINDEPTHFEATURESAREAMUSTREAD
WWWLOGISTICSMANAGERCOM
INFOGUIDE 25
BEST SERVICE ON THE WEB, TOO: VISIT
THE NEW SWISSWORLDCARGO.COM
–
As Swiss WorldCargo is determined to offer the best service anywhere - in the air, on the ground and also on the web - a new, more
user-friendly version of swissworldcargo.com went live last summer.
The clearly structured homepage gives a quicker overview of the
content across the entire site. As a result, it is now easier to find
contacts and other important information, such as the latest status of shipment delivery. Moreover, together with the magazine
„Air Cargo News“, the website keeps visitors updated with the latest
news from the industry.
SWISS RETAINS EXTENSIVE ROUTE
NETWORK IN WINTER SCHEDULES
–
SWISS will be keeping its route network at its present extent in the
coming 2008/09 winter schedules, and is even adding further frequencies on certain routes. The airline is also realigning its services
to a few destinations in response to changed demand.
On its intercontinental network, SWISS is increasing capacity on
the Zurich-Dubai-Muscat route: the service will be operated using
Airbus A340 equipment from 15 December onwards. The SWISS
intercontinental network remains unchanged for the winter timetable period at 28 destinations in 20 countries.
European expansion in response to demand
On the European front, SWISS will be adding a further daily frequency on the Zurich-London City route. Customers will thus be
able to choose from nine daily flights to the conveniently central
City Airport. The expansion should further cement SWISS‘s position in this key business-travel market.
Service to Valencia will switch from Geneva to Zurich in the new
schedules in response to changed demand. The new Zurich-Valencia route will have four weekly flights. SWISS will also be adding frequencies on the Zurich-Istanbul route, whose 11 weekly flights will
become a twice-daily service.
Services between Zurich and Stockholm will undergo seasonal expansion during the winter timetable period. The route will see one
further flight each on Saturdays and Sundays between Christmas
2008 and Easter 2009.
SWISS‘s Geneva-based network sees the addition of a four-timesweekly service to Budapest in the new winter schedules. The flights
will be operated using Airbus A319 equipment. Customers in the
Geneva region will also enjoy additional flights to Manchester - one
each on Saturdays and Sundays - in the Christmas-to-Easter period.
SWISS services from Basel remain unchanged for the 2008/09
winter schedules. Basel-based customers can continue to choose
from 14 destinations, with flights to four of them operated by codeshare partners Lufthansa and Austrian Airlines.
INFOGUIDE 27
SWISS AND SWISS WORLDCARGO
RANK AMONG TOP 5 AIRLINES BY
GROWTH IN CARGO CARRIAGE AS
CHANGI AIRPORT ACKNOWLEDGES
AIRLINE PARTNERS
–
The third consecutive Changi Airline Awards event was held on 12
June in Singapore, with the Civil Aviation Authority of Singapore
(CAAS) presenting 30 awards in four categories recognising contributions to the growth of Changi Airport.
The four different categories are ‚Top 10 Airlines by Passenger
Carriage‘, ‚Top 10 Airlines by Cargo Carriage‘, ‚Top 5 Airlines by
Growth in Passenger Carriage‘ and ‚Top 5 Airlines by Growth in Cargo Carriage‘. Changi‘s success was closely intertwined with that of
its airline partners.
The airlines that carried the most passengers and cargo through
Changi Airport and the airlines that achieved the highest year-onyear growth in passenger and cargo were honoured by CAAS.
The selection criteria were based on the airlines‘ total traffic (passenger / cargo) through Changi and percentage growth rate of total
traffic (passenger / cargo) in 2007 compared to the year before.
In the cargo category, Swiss WorldCargo is among the top 5 to
capture an award for growth at Changi.
SWISS & SWISS WORLDCARGO
ACHIEVE C-TPAT VALIDATION
–
On 3 April, 2008, SWISS was officially validated by the U.S. Customs
Service (CBP) for the C-TPAT program. The Customs Trade Partnership Against Terrorism is a voluntary, joint government-business
initiative designed to strengthen overall supply chains and border security. It was introduced by the United States Government
through CBP as a result of the terrorist attacks of September 11,
2001, to fight and prevent terrorist actions in the U.S. and all around
the world.
SWISS and Swiss WorldCargo quickly recognised the importance
of such an initiative, and in early 2003 a written agreement between
SWISS and CBP was signed.
Benefits for SWISS
As a validated member of C-TPAT, SWISS can share its member status with other certified and validated agents, shippers and customers. In doing so, the aim is to build trust in the mutual security
measures and allows for a simplified exchange of goods between
C-TPAT members, speeding up the shipping process and providing
an advantage over non-certified members.
All business partners such as handling agents, catering companies, and other service providers must commit to the C-TPAT security recommendations through contractual agreements
Singapore at night
INFOGUIDE 29
Cargo Matters – Edition 2-2008 – December 2008 - Circulation 30 000
Cargo Matters - Edition 2/2008 - December
2008 - Circulation 45 000
Publisher
Oliver Evans
Chief Cargo Officer
[email protected]
Editor in Chief
Bernd Maresch
Director, Head of Marketing & Strategy
[email protected]
Managing Editor
Silvia Cappelli
PR & Online Communications
[email protected]
[email protected]
Production & Advertising
PRIMA
[email protected]
Design Concept/Layouting
Peter Hoffmann
PRIMA
[email protected]
Printing
SCHMID
Druck+Medien
[email protected]
Legal disclaimer: the views expressed in
this magazine are not necessarily those of
Swiss WorldCargo
VISIT SWISSWORLDCARGO.COM
AND REACH FOR THE STARS!
–
WIN A SPACE SHUTTLE SIMULATION GAME!
Get on swissworldcargo.com/Cargo Matters, and find out how to win an
exclusive set of computer games on DVD: „Microsoft Flight Simulator
X“, „Cargo Pilot Expansion for Flight Simulator X“, „Space Shuttle Expansion for Flight Simulator X“.
Adaptations
Alan Millen
[email protected]
Special Guest Contributors
Miriam Berle (time:matters)
Advisors from Swiss WorldCargo
(in alphabetical order)
Sabumon Abdusamad (Ryiadh),
Christine Barden (Zurich), Andy Christen
(Zurich), Julia Dellinger (Zurich), BithiniaInes Gutierrez (Miami), Eli Gross (Tel Aviv),
Nathalie Picaud (Geneva), Miriam Stefania
(Zurich)
Special thanks to:
Heide Enfield (Lufthansa Cargo Charter),
NASA, Nippon Express Forwarders
(Atlanta),
Distribution Management
Maria Campanella
Senior Marketing Communication Officer
Terms and conditions All participants must fully state their first name, last name, company,
function, mailing address and e-mail address to take part. The winner will be informed directly,
and their name will be published in the next issue of Cargo Matters. Employees of Swiss International Air Lines Ltd. (including Swiss WorldCargo’s GSAs) and their relatives may not participate. All rights are reserved, and there shall be no recourse to any legal action.
AND THE WINNER IS....
–
The flight to Shanghai, offered in our last issue‘s contest
was won by Karl Gerding, UTI Exports (UK)
Congratulations!
The new IFW media pack 2009 is now available.
Contact us to order your new copy.
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