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Transcript of Presentacion Ground Handling
IGHC Ground Handling ConferencegOpening by Master of Ceremony
Joseph SuidanJosep Su daHead of Ground Operations, IATA
IGHC Ground Handling ConferencegIATA Vision on Ground Operations
Guenther MatschniggGue t e atsc ggSenior Vice President, Safety, Operations & Infrastructure, IATA
IATA VisionIATA Vision
Increase safety in Ground Operations via ISAGO GDDB Increase safety in Ground Operations via ISAGO, GDDB, AHM/IGOM, RM initiatives
Improve efficiency with global harmonization and regulatory acceptance
Can only be achieved by collaboration between airlines and GSPs
25th IGHC Ground Handling Conference Prague, 6‐9 May 20123
IATA VisionIATA Vision
How do we accomplish this? How do we accomplish this?
Establish a Ground Handling Council (GHC) reporting to g ( ) p gOperations Committee (OPC) with both airlines and GSPs onboard
Develop common objectives and work programs for implementation
25th IGHC Ground Handling Conference Prague, 6‐9 May 20124
p
IGHC Ground Handling ConferenceRole of Regulatory Authorities within Europe and
their Influence on Ground Operations
Catalin RaduPresident, European Civil Aviation Conference (ECAC)
IGHC Ground Handling ConferencegHow Regulators and Airports Support or
Hinder Ground Handling Operations
David Stewart Head of Airports, IATA
How Regulators and Airports Support or Hinder lGround Handling Operations
Moderator• Dave Stewart, IATA
Panelistsa e s s• Michel Masson, EASA• Jan Bossenbroek, CAA Netherlands
Th B h H hti f Ai t• Thomas Brehmer, Hochtief Airport• Peter Laasner, Swiss International Airlines• Giancarlo Buono, IATA
25th IGHC Ground Handling Conference Prague, 6‐9 May 20127
Giancarlo Buono, IATA
BackgroundgAIRPORTS are a crucial component of
the Ground Handling mandatethe Ground Handling mandate
AIRPORTS are the “home” for the airlines’ Gro ndfor the airlines’ Ground Handling Operations
Airports may view Ground Handling as an airline
25th IGHC Ground Handling Conference Prague, 6‐9 May 20128
“subsidiary”.
Form follows Function The FUNCTION needs to be
understood so that the proper FORMis provided.
Ground Handling specialists are notGround Handling specialists are not included on airport design review panels.p
Airport designers are not airside operational experts
25th IGHC Ground Handling Conference Prague, 6‐9 May 20129
operational experts.
IssuesIssues Lack of understanding of Ground Handling
functional requirementsfunctional requirementsGround Handling requirements are an “after
thought”thought .
25th IGHC Ground Handling Conference Prague, 6‐9 May 201210
IssuesIssuesGround Handling requirements are “squeezed”
into existing spaces rather than provided withinto existing spaces rather than provided with purpose-built spaces
25th IGHC Ground Handling Conference Prague, 6‐9 May 201211
Issues - AirportsIssues Airports
Improper design = improper function = cost … and danger
25th IGHC Ground Handling Conference Prague, 6‐9 May 201212
Issues - RegulatorsIssues Regulators “out of sight – out of mind” Lack of understanding / oversightVarying support for uniform standards
25th IGHC Ground Handling Conference Prague, 6‐9 May 201213
TAM - Total Airport ManagementTAM Total Airport Management
Evolution of Collaborative Decision Making Possible added response to European
Commission concerns
25th IGHC Ground Handling Conference Prague, 6‐9 May 201214
Ground Handling ReferencesgAHM Airport Handling Manual ISAGO IATA Safety Audit for Ground ISAGO IATA Safety Audit for Ground
Operations IGOM IATA Ground Operations Manual IGOM IATA Ground Operations Manual
25th IGHC Ground Handling Conference Prague, 6‐9 May 201215
Some Food for Thought!Some Food for Thought!
Questions?
25th IGHC Ground Handling Conference Prague, 6‐9 May 201216
Networking Break in the Exhibition AreasNetworking Break in the Exhibition AreasThank you to our Sponsor
25th IGHC Ground Handling Conference Prague, 6‐9 May 201217
IGHC Ground Handling ConferencegGround Damage Database (GDDB) as a
Key Element of SMS
Nancy RockbruneAssistant Director, Safety Management Systems, IATA
SMS BasicsSMS Basics Complex business Safety is dependent on this “System” y p y
working SMS requires organizations to make
data-based decisions and actionsdata based decisions and actions Dependent on the collection and analysis of correct
informationM t d t d th t h l d th i k Must understand the system as a whole and the risks associated with it
Shift of responsibility for safety risk mitigation
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p y y g
Fundamental ShiftFundamental Shift Reactive to proactive management Prescriptive to performance based management and p p g
oversight
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Performance Based ManagementPerformance Based Management In context of operation
• Domestic / International/ Regionalg• Wide-body / Narrow-body• Bulk load / Container load
C / P / C bi• Cargo / Pax / Combi• Risk tolerance of the organization
Complexity of the operation Complexity of the operation An alternative means to prescriptive compliance
25th IGHC Ground Handling Conference Prague, 6‐9 May 201221
Why?Why? Technology improvements
• Vast majority of accidents / incidents related to j ytechnology / human interface
Improvements in the understanding of human factorshuman factors• Drill into causal factors
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Components of an SMSComponents of an SMS
Safety Policy and Safety RiskSafety Policy and Objectives
Safety Risk Management
Safety Assurance Safety Promotion
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ChallengesChallenges Shift to performance based oversight Reporting culturep g Integration Implementation
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The Need for DataThe Need for Data Data (even seemingly benign) is critical
• Identifying issuesy g• Determine the effectiveness of any mitigation actions• Demonstrating effectiveness of the program as a whole
D t d i d i i Data driven decisions Not only improves safety / performance but also makes for
a more efficient organization as a whole g
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Senior Management CommitmentSenior Management Commitment A vital component is an acknowledgement from senior
level management stressing a commitment to incident / h d ti i d t d tihazard reporting in day-to-day operations
Way to achieve corporate buy-in amongst all employees directly responsible for the operation and supports an effective safety reporting culture
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Effective Safety Reporting SystemEffective Safety Reporting System An effective safety reporting system permits all
employees to report incidents / hazards Contains valuable data An effective safety reporting system
• Does not provide full immunity from acts resulting from• Does not provide full immunity from acts resulting from willful and/or gross negligence and illegal acts
• Does provide clear descriptions of acceptable and t bl b h i d th inon-acceptable behavior and their consequences
• Does provide the environment that encourages free reporting
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p g
Types of DataTypes of Data Reactive ~ wait for incidents to happen and try to
understand whyy Proactive ~ analyze near misses, identified risks to
mitigate before they turn into an accident / incident Predictive ~ mature system which conducts predictive Predictive ~ mature system which conducts predictive
analytics (statistical modeling) to identify and mitigate risks
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Confidential ReportingConfidential Reporting Confidential reporting can be used for the following safety
concerns: • Unsafe behaviors• Inadvertent errors and mistakes• Near miss occurrences (incidents that did not occur• Near miss occurrences (incidents that did not occur
but could have easily resulted in a serious event)• Inadvertent errors or violations of aircraft handling or
servicing systemsservicing systems• Procedures or processes that could be improved
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Data Collection ProcessData Collection Process Identify hazards Report on hazards and occurrences Collect and risk assess reported hazards Trend and analyze information Identify mitigation action Identify mitigation action Monitor for effectiveness Review and monitoring for continuous improvementg p
25th IGHC Ground Handling Conference Prague, 6‐9 May 201230
GDDB ~ PurposeGDDB Purpose Facilitate data driven decisions to effectively improve
performance Gather and analyze global data with Industry partnership
• Provide information not otherwise possible• Identify trends and contributing factors allowing for theIdentify trends and contributing factors allowing for the
development and assessment of effective mitigation actions
• Establish a baseline of global ground damage• Establish a baseline of global ground damage performance in which future comparisons can be made
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GDDB ~ Use of DataGDDB Use of Data Conduct statistical analysis on clean defensible data
• Distribution of quarterly reportsq y p• Communicate findings to applicable WGs and TFs• Measure mitigations to determine efficacy
Identify root causes and drive changes that have measureable success
Benchmarking ability for participantsg y p p
25th IGHC Ground Handling Conference Prague, 6‐9 May 201232
GDDB ~ ChallengeGDDB Challenge Data Quality
• Any airline or ground service provider is encouraged to y g p gparticipate in the program
• Variance in the data received• Data integrity the utmost of importance• Confidence in analysis and any decisions derived form
it is equal to the confidence in the data itselfit is equal to the confidence in the data itself
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GDDB ~ SolutionGDDB Solution Action Workout
• Identify data to be consistently reported amongst ALL y y p gmembers
- Includes definitions / assumptionsMinimi e data ariance- Minimize data variance
• Identify means in which data and analysis will feed ground operations working groups and vice versag p g g p
25th IGHC Ground Handling Conference Prague, 6‐9 May 201234
GDDB ~ Solution cont’dGDDB Solution…cont d Action Workout Conclusion
• Documented guidelines for submitting data to IATADocumented guidelines for submitting data to IATA GDDB
• Forwarded to all existing and potential members for Q1 2012 data submission2012 data submission
• Being incorporated into GSIC• Once live, will allow participants to create
own de-identified reports / graphs on any combination of fields
25th IGHC Ground Handling Conference Prague, 6‐9 May 201235
GDDB ~ DefinitionGDDB Definition“Any occurrence / event associated with ground operations that results in aircraft damage”
In Scope Out of Scope• While parked at Gate / Stand or
other parked area• FOD• Wildlife Damageother parked area
• During Marshaling or using Stand Guidance
• During Deicing
• Wildlife Damage• Lightning Strikes• Environmental
• During Deicing• While being Towed• Near Miss
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• Slide Deployments
GDDB ~ Field CategoriesGDDB Field Categories Mandatory
• Incident details• Location details• Aircraft details• Ramp conditions• Phase of operation ~ definitions included• Activities• Type of damage• Damage to aircraft• Ground equipment• Severity ~ definitions included
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y
GDDB ~ Field CategoriesGDDB Field Categories Optional
• Causal factors• Corrective actions• Free text
25th IGHC Ground Handling Conference Prague, 6‐9 May 201238
GDDB ~ Field CategoriesGDDB Field Categories Future consideration
• Cost• Aircraft damage by Maintenance in hangar• Interior cabin damage
I fli ht d• In-flight damage
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AHM / IGOM / ISAGO / GDDB CIRCLE• WHAT?• Standards• Polices
AHM
25th IGHC Ground Handling Conference Prague, 6‐9 May 201240
AHM / IGOM / ISAGO / GDDB CIRCLE• HOW?
• Procedures• Job carts
• WHAT?• Standards• Polices
AHM IGOM
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AHM / IGOM / ISAGO / GDDB CIRCLE• HOW?
• Procedures• Job carts
IGOM
ISAGO
• IS IT DONE?• Audit
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AHM / IGOM / ISAGO / GDDB CIRCLE
ISAGOGDDB
• IS IT DONE?• Audit
• WHAT IS PROBLEM?
• Data analysis
GDDB
25th IGHC Ground Handling Conference Prague, 6‐9 May 201243
Data analysis• Feedback
AHM / IGOM / ISAGO / GDDB CIRCLE• HOW?
• Procedures• Job carts
• WHAT?• Standards• Polices
AHM IGOM
ISAGOGDDB
• IS IT DONE?• Audit
• WHAT IS PROBLEM?
• Data analysis
GDDB
25th IGHC Ground Handling Conference Prague, 6‐9 May 201244
Data analysis• Feedback
GDDB Process Flow
25th IGHC Ground Handling Conference Prague, 6‐9 May 201245
GDDB ~ End ResultGDDB End Result Baseline of Industry ground damage performance
that has the confidence of Industrythat has the confidence of Industry Quality ground damage database that can be utilized
for various analyses y Tangible benefits that are quantified
Significant reduction in ground damage incidents
25th IGHC Ground Handling Conference Prague, 6‐9 May 201246
Thank you
25th IGHC Ground Handling Conference Prague, 6‐9 May 201247
IGHC Ground Handling ConferencegTomorrow’s ISAGO
Monika Mejstrikovao a ejst o aAssistant Director Ground Operations Audits, IATA
IATA Safety Audit for Ground OperationsIATA Safety Audit for Ground Operations
More than 460 audits conducted worldwide
Global audit pool • 43 airlines
200 approved ISAGO auditors• 200 approved ISAGO auditors
142 ISAGO registrations• In 117 airports worldwide• In 117 airports worldwide• From 100 ground service providers
25th IGHC Ground Handling Conference Prague, 6‐9 May 201249
Ground Service ProvidersGround Service Providers100 registered providers and counting…
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ISAGO Audits
Corporate Audits Station Audits
ISAGO AuditsTwo-level audits for Ground Service Providers (GSP)
Co po ate ud ts Stat o ud ts
Conducted by an auditor from an Audit Organization (A.O.) accredited by IATA
Conducted by auditors from Pool Airlines
Accomplished after the Corporate Audit for initial
Who
First audit activity for initial registration
Two‐year audit cycle
Accomplished after the Corporate Audit for initial registration
Two‐year audit cycle for all stations
When
Cycle
Typically 2 days audit (1 auditor) Typically 3 days audit (3 auditors – full scope) Duration
Manuals
Closure
ISAGO Standards Manual (GOSM) and ISAGO Program Manual (IPM)
Findings must be addressed and closed within 6 months (initial audit)
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ClosureRenewal audits: findings must be closed prior to expiry date
ISAGO Standards ManualISAGO Standards Manual Audit scope
Section 1 ORM - H Organization and Management System (HQ)g g y ( )
Section 1 ORM - S Organization and Management System (ST)
Section 1 ORM - HS Organization and Management System (Combined HQ+ST)
Section 2 LOD Load Control
Section 3 PAX Passenger Handling
Section 4 BAG Baggage Handling
Section 5 HDL Aircraft Handling and Loading
Section 6 AGM Aircraft Ground Movement
S ti 7 CGM C d M il H dli
25th IGHC Ground Handling Conference Prague, 6‐9 May 201252
Section 7 CGM Cargo and Mail Handling
ISAGO audit poolISAGO audit pool
N th A i
Europe
Russia / CIS-Adria-Aegean-Air France
-Belleair-CSA-KLM3
15
5North America
Middle East /
-Air Transat-Delta-United /Continental
-Aeroflot-Aerosvit-Air Astana-S7-UTAir
China / North Asia
-Air China-Cathay Pacific -China Eastern
-Alitalia-Austrian-BA-BMI-Brussels
-LOT-TAP-TAROM-Turkish
33
Middle East / North Africa
Africa
-Egyptair-Iran Air-Oman AirQ t Ai
Latin America 4
7
3 -Qatar Airways-Royal Air Maroc-Royal Jordanian-Saudi Arabian
-Air Zimbabwe-Ethiopian -Kenya Airways-South African Airways
& The Caribbean
-COPA-GOL-LAN
Asia Pacific
-Air India-Garuda Indonesia-Korean Air
343
25th IGHC Ground Handling Conference Prague, 6‐9 May 201253
Regulators and airportsRegulators and airports
26 regulatory body supports ISAGO Program ECAC endorsed ISAGO and IGOM in January 2012 39 airports supporting the program including:
S l T M d• Seattle Tacoma – Mandate • Quiport (new airport) – Mandate • Montego Bay - MandateMontego Bay Mandate • Schiphol – Applicable Means of Compliance• Hamburg – Acceptable source for safety measurement
25th IGHC Ground Handling Conference Prague, 6‐9 May 201254
Regulatory supportRegulatory support
North America
Europe-CAA UK-CAA NL-CAA BE
-HSE (UK)-Ministry of Transport AustriaNorth America North Asia-CAA BE
-CAA LV-DGAC FR-DGAC TR
Transport Austria
-FAA-Transport Canada -CAA Taiwan
-CAA Macau-CAD Hong Kong
ECAC
Africa
A i P ifi
MENA
-CAA ET
-CARC Jordan-DGAC Lebanon-DGAC KuwaitLatin America
Asia Pacific-CAA NG -GCAA-Ministry of Transport Oman
-CAA Singapore-DGAC Guatemala-DGAC Costa Rica-DGAC Chile-DGAC Peru
25th IGHC Ground Handling Conference Prague, 6‐9 May 201255
EuropeAirport support
North AmericaNorth Asia
EuropeRUS/CIS -AMS
-VCE-FINAVIA-CLJ
-KBP-DME-SVXSEA
Airport support
North Asia
LATAM
-CPH-FCO-LCA
-Basel Aero-SEA-YUL-YYC
-HKG-SJW-CTU-PEK
AfricaLATAM
Asia Pacific-ANU-BBQ-GYE-LIMESR
-ACSA ZA-MELPER-ESR
-MBJ-BOG-CTG-UIO-PBM
-PER-ADL-BNE-Australian Airport Association-MLE
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PBM-Inter Airports Honduras
-BOMIn red: Mandates or AMC
Data management and analysisData management and analysisPowerful tool for benchmarking
Data collection from audit reports (de identified data) Data collection from audit reports (de-identified data) Number of conformities, findings and observations Per report, section, sub-section, region, etc…
Data analysis Can be customized by categories (section topics region etc ) Can be customized by categories (section, topics, region, etc…) Can be used for benchmarking purposes Used for auditing entities performance
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Always de-identified
Data management and analysisData management and analysisISAGO and GSIC
ISAGO audits
GSIC
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Next stepsNext steps
To work on implementation plan following ECAC’s support To address ISAGO auditing resources To continue talks with Airport Council International (ACI) To integrate IGOM into ISAGO/IOSA standards To find synergies with other IATA safety initiatives
25th IGHC Ground Handling Conference Prague, 6‐9 May 201259
ISAGO auditing resourcesISAGO auditing resourcesChallenge
ISAGO to accept auditing resources from non IATA airlines ISAGO to accept auditing resources from non-IATA airlines On the condition that the said airline is IOSA registered With an identical and stringent qualification process
ISAGO may be offered on a commercial basis Same quality control to be performed Same quality control to be performed
25th IGHC Ground Handling Conference Prague, 6‐9 May 201260
ISAGO and airportsISAGO and airportsFuture cooperation
ISAGO at airports ISAGO at airports To be used for SMS implementation To be used as a reliable source for safety data collection
ACI Airside Safety Handbook Harmonization with IGOM/AHM provisions Harmonization with IGOM/AHM provisions
25th IGHC Ground Handling Conference Prague, 6‐9 May 201261
ISAGO & IGOM IGOM published in April 2012 as a supplement to AHM AHM/IGOM alignmentg
• Conduct gap analysis between the two publications • Align publication cycle for AHM Ed.34 and IGOM Ed.2 in 2013
ISAGO Standards cross reference s IGOM req irements ISAGO Standards cross reference vs. IGOM requirements GSP/Airline’s GOMs GAP analysis versus IGOM ISAGO to audit against IGOM after AHM/IGOM alignment ISAGO to audit against IGOM after AHM/IGOM alignment
25th IGHC Ground Handling Conference Prague, 6‐9 May 201262
ISAGO Risk Based approachpp SMS implementation by airlines Risk assessment of station network Risk assessment of station network Reduction of audits Efficient allocation of audit resources Not enough data available
Reporting GD data to IATA GDDB mandator25th IGHC Ground Handling Conference Prague, 6‐9 May 201263
Reporting GD data to IATA GDDB - mandatory
AHM / IGOM / ISAGO / GDDB CIRCLE• HOW?
• Procedures• Job carts
• WHAT?• Standards• Polices
AHM IGOM
ISAGOGDDB
• IS IT DONE?• Audit
• WHAT IS PROBLEM?
• Data analysis
GDDB
25th IGHC Ground Handling Conference Prague, 6‐9 May 201264
Data analysis• Feedback
ISAGO & Circle of Excellence (CoE)( ) Simplification and harmonization of audit programs
Identification of synergies between audit programs
Application of industry best practises to all audit programs
Id tifi ti f diff t t f b fit l t d t i li Identification of different type of benefits related to airlines and GSPs
25th IGHC Ground Handling Conference Prague, 6‐9 May 201265
IGHC Ground Handling ConferenceIGHC Ground Handling ConferencePresentation of ISAGO Certificate
IGHC Ground Handling ConferencegHow to Use your Risk Profile to your Advantage
Carole Olson Gates, J.D.Ca o e O so Gates, JDirector, Risk Management & Insurance, IATA
Risk ProfileRisk Profile Ground ops industry needs to improve risk profile in order
to reduce losses
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Risk ProfileRisk Profile Improving the risk profile is done by analyzing relevant
data, making improvements, and measuring , g p , gperformance
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Risk ProfileRisk Profile Data input and output must be standardized globally in
order to produce meaningful resultsp g
25th IGHC Ground Handling Conference Prague, 6‐9 May 201270
ProprietaryExternalData
ExternalData
InternalCompany
Interviews &Workshops
InternalCompanyData
Apply Scenario AnalysesScenario Analyses
et th
e en
cies
encies
Identifycommon common
CConsequencesonsequencesamong theCritical
Understand theconsequences ofeach Critical Risk
Understand theconsequences ofeach Critical Risk
Understand theConsequencesConsequences ofeach Critical Risk
Lay outThe
O tiO ti f
Identifythe
Critical Critical QuestionsQuestions
Quantify eachrisk’s
Adverse Adverse ImpactImpact
Identify theMostCritical
Define Successand the
appropriateRi k E l ti
Identifycommon common
DriversDrivers among
Understand what drives eachCritical Risk
Understand what drives each
Understand what DrivesDrives each
Compu
te & N
Inter
Inter‐‐de
pend
depe
ndRiskseach Critical Risk Options Options for
the RiskManage‐ment
Strategy
QQthat must
be answered
usingExternalExternal
ImpactImpact
Quantify eachrisk’s
Likelihood ofLikelihood of
Quantification
CriticalRisks
Risk Evaluation Criteria
the CriticalRisks
Critical RiskCritical RiskDrivesDrives eachCritical Risk
DataData Likelihood of Likelihood of OccurrenceOccurrence
25th IGHC Ground Handling Conference Prague, 6‐9 May 20127171
Quantification
The key to quantification is External Data Gathering which often requires data from outside the company
ProprietaryExternalData
Identify specific Risk TransferRisk TransferSolutionsApply Scenario AnalysesScenario Analyses
Establish theBusiness CaseBusiness Casefor Insurance
FinalDetailed
&
Lay outThe ii f
Quantify eachrisk’s
Adverse Adverse ImpactImpact et
the
encies
encies
Initial k Final
RiskManagement
Strategy RedesignRisk
ProcessesProcesses
& Integrated
Risk Strategy
Options Options forthe RiskManage‐ment
Strategy
ImpactImpact
Quantify eachrisk’s
Lik lih d fLik lih d f
Compu
te & Ne
Inter
Inter‐‐de
pend
ede
pend
e RiskManage‐ment
Strategy
Establish a ROIROI Evaluation Structure Detail the Plan
Likelihood of Likelihood of OccurrenceOccurrence
25th IGHC Ground Handling Conference Prague, 6‐9 May 201272
Compute Shareholder ValueShareholder Value impact
Risk ProfileRisk Profile Airlines and GSPs who demonstrate that their risk profile
has improved will have fewer accidents / incidents / pinjuries
25th IGHC Ground Handling Conference Prague, 6‐9 May 201275
SummarySummary Industry wide risk exposure analysis and reporting tool Standardizes the way in which data is gathered and reported Enables global reporting and modelling Assists Airlines &Ground Service Providers (GSPs) in better
managing their risks Supports safety security and efficiency of daily operations Supports safety, security and efficiency of daily operations Additional benefits:
• Reduction in operational accidents and incidents• Improved information for strategic planningp g p g• Improved operational efficiencies• Reduction in insurance premiums
25th IGHC Ground Handling Conference Prague, 6‐9 May 201276
http://www.iata.org/ps/publications/Pages/IRMGM.aspx
IGHC Ground Handling ConferenceIGHC Ground Handling ConferenceHow to Integrate IGOM & GDDB with ISAGO
J h S idJoseph SuidanHead of Ground Operations, IATA
How to Integrate IGOM & GDDB with ISAGOHow to Integrate IGOM & GDDB with ISAGO Moderator
• Joseph Suidan, IATAP li Panelists• Michael Ehl, Seattle – Tacoma International Airports• David Anderson, British Airways• Michel Gorog, Air France• William Carlyon, Boeing Commercial Airplanes• Eva Vanallemeersch, Aviapartnera a a e ee sc , apa t e• Nancy Rockbrune, IATA• Monika Mejstrikova, IATA• Salih Samim Aydin Celebi Aviation Holding
25th IGHC Ground Handling Conference Prague, 6‐9 May 201278
• Salih Samim Aydin, Celebi Aviation Holding
Discussion HighlightsDiscussion Highlights
Panel discussion on previous presentations:• Ground Damage Database (GDDB) as a Key Element of
SMS Tomorrow’s ISAGO• Tomorrow’s ISAGO
• How to use your risk profile to your advantage
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Some Food for Thought!Some Food for Thought!
Questions (if any)
25th IGHC Ground Handling Conference Prague, 6‐9 May 201280
Networking Lunch in the Exhibition AreasNetworking Lunch in the Exhibition AreasThank you to our Sponsor
25th IGHC Ground Handling Conference Prague, 6‐9 May 201281