The Service Charter, besides complying with precise Italian law requirements, is becoming an essential benchmark to test the overall quality of airport services and their customer appreciation, at the same time monitoring SEAP company performance.
The Service Charter is a source of data and information that by aiming at increasing customer satisfaction actually drives SEAP operations and strategies, both in terms of procedures and of infrastructural implementations.
By examining activities twice a year, in low and high season, activities are monitored according to specific parameters, such as quality satisfaction and quality perception through customer interviews and surveys.
The general outcomes of such activities, as stated in the 2004 Service Charter, gave more than positive results for SEAP.
As a matter of fact, gathered data show a substantial fulfillment of last year’s objectives, even though a high increase of total passengers and aircraft movements (12% in Bari and 15% in Brindisi) could have raised more issues.
Such accomplishments were possible despite the old passenger terminal historical problems, which could have easily displeased customers.
Particularly appreciated were SEAP personnel performances, both in terms of professionalism and of courtesy: our employees in many cases scored the maximum ratings.
This is but an expected result on our side, since our management efforts were especially directed at human resources professional growth. For instance, we applied the strictest criteria when interviewing candidates for front-desk jobs, and then followed up recruitment with fundamental training and empowerment activities, so as to update employees’ professionalism to changed company needs.
The Service Charter is but the first step towards a more complex quality system which finds its factual evolution in the subsequent Quality assurance certification.
In the course of 2003, SEAP developed its Quality Project with the following purposes:
- monitoring and control of service level procedures;
- development of a company-wide organisational culture based on procedures, measurements and constant enhancement of services;
- identification of priorities and monitoring of strategic factors;
- operators involvement and commitment to reach stated purposes;
- creation of a dedicated Quality Unit.
In May 2004, after scheduled validation, SEAP gained from DNV – a well known leading International Quality Assurance agency - the UNI EN ISO 9001:2000 Certification, in this first step relevant to ground assistance services (passenger handling and security) for the Bari airport.
Such Certification will be extended to aircraft assistance, as per the approved activity plan. The next step will be the accomplishment of such Certification for all services at the Brindisi airport.
This is a clear evidence of the radical changes SEAP is going through. Attention has been paid not only to infrastructural improvements, but rather to a whole set of services aimed at better serving our customers, as well as having a closer look at their needs so as to prevent potential issues, manage and solve them in a timely manner.