Malaysian Aviation Ground Handler helps Airlines Elevate Customer Service Standards

July 30, 2020


With the rise of e-commerce and widespread air travel, there is a higher risk of aviation logistics problems. Failure to load luggage or cargo—otherwise known as “short shipment”—is a recurring customer pain point, one that can make or break a relationship with an airline. Pos Aviation aims to swiftly resolve and even prevent these issues to provide airlines, couriers, and travelers with a “smooth sailing” experience.

Pos Aviation specializes in aircraft engineering as well as ground handling service, which include passenger check-in and baggage loading, and cargo handling services such as on-time deliveries and secure storage facilities. The airline aims to digitally enhance its end-to-end operations, with a vision to build Malaysia’s smart airports of the future.

“Aviation logistics is a complex, fast-paced environment,” says Woo Kam Weng, CEO at Pos Aviation “We have multiple teams working across nine international airports in a precise, coordinated sequence.” This vast network means that correct information on various flights and shipments must quickly reach the appropriate unit to guarantee prompt and flawless decision making.

Solving problems at the ground level

“Our aviation supply-chain involves a lot of tedious manual paperwork that created delays,” explains Noor Syahirah Binti Nordin, Senior Project Analyst for Ground Handling at Pos Aviation. “Every time there was a short shipment, the baggage handling teams reported it to their supervisor, and the supervisor had to manually collect the information and send it to the administrator. The administrator then consolidated the data from the different supervisors and sent it to the airlines.” She adds, “The baggage handling teams would take 30 minutes to create the report, and the entire process of getting the information to the airlines would take three hours every day. It was problematic.”

Pos Aviation needed a solution that was quick and simple for its workforce in the field. Microsoft Teams plays a vital role as a hub, empowering Pos Aviation to solve problems efficiently. Within Teams, the airlines receive information as soon as it is reported.

“We created an application in Microsoft Power Apps extending from Microsoft Teams where the supervisor can just choose the flight, input how many pieces of luggage were loaded, and how many were not. The reports are published automatically on Power BI, so airlines simply have to check the Power BI dashboard to know the quantity of the short shipment in real time,” Noor Syahirah explains.

Turning to digital solutions that are proven to be efficient. “Reporting short shipments now only takes five minutes to do, and the time spent communicating with airlines has been reduced to 10 minutes,” Noor Syahirah points out.

Streamlining communication for better business

Every week, the Pos Aviation management analyzes performance reports, which are created by its various operation teams. The data is crucial to monitor the efficiency of Pos Aviation’s systems for end-to-end operations. However, there had been delays in receiving these insights reports, since the ground teams still had to gather all the numbers and then create presentations. They needed a way to deliver the information as scheduled, without having to spend up to half an hour weekly crunching numbers and designing slides.

“We let the ground teams key in their operational performance—information such as number of flights and number of cargos carried—on the Power Apps platform. As in the case of short shipments, the platform produces the reports automatically and publishes it via Power BI. The management only has to look at the data on Power BI each week for further analysis and decision making from there,” notes Noor Syahirah.

For teams under Noor Syahirah, reporting the numbers to management took 5 to 10 minutes to complete. This is a welcome change, since now they can focus on improving operational performance for timely insights, instead of presenting the numbers themselves.

According to Nik Nur Liyana Binti Izani, Head of Strategy and Innovation at Pos Aviation, this digital setup also reduced human error and gave company management an almost real-time overview of operations. Managers can therefore immediately and correctly draw key insights about operational development. She adds, “Having our operational data in an accessible and secure platform means we can work from anywhere and collaborate in a much more agile and efficient way. This means we can provide our airline customers with a timely and improved experience.”

Elevating the travel experience

Pos Aviation seeks to share these digital solutions with its larger team members, giving them the organized collaborative work experience that they require to be more productive. “Microsoft provides a very versatile and simple solution platform that supports our agenda in ensuring employee empowerment and ease of adoption, which is key to our digital journey,” concludes Kam Weng. “The solutions we have in place have led us to create an innovative culture for our employees and transform how each of us operates. All of us can now make quicker, better decisions, thus improving our service to airline customers and ultimately improving the travel experience.

”The solutions we have in place have led us to create an innovative culture for our employees and transform how each of us operates. All of us can now make quicker, better decisions, thus improving our service to airline customers and ultimately improving the travel experience."

Woo Kam Weng: CEO Pos Aviation