Services

The following progress in quality management was achieved in 2007:

  • Handling. Swissport International serves 70 million passengers and provides handling ramps for 2 million airplanes. The company has implemented a Quality Management System at its headquarters and all offices with operational and managerial functions. This Management System focuses on Total Quality and is certified according to the ISO 9001 standard.

    The Company posts the main service indicators related to station delays, check-in delays and baggage management on its website, which allows service results to be contrasted with the Service Commitments Swissport endorses. These commitments are:

    • To prevent check-in delays for 98% of the flights.

    • To achieve check-in wait times of no more than 10 minutes for 90% of passengers.

    • To ensure that 90% of all baggage is delivered to the arrival hall within 25 minutes of flight touchdown.

    The indicators broken down by Swissport airport are shown below.

  • Infrastructure maintenance and conservation. The new follow-up procedure implemented in Ferroser, Grupisa and Eurolimp contracts standardises the quality and environment auditing processes, legal compliance analyses, environmental risk analyses, environmental evaluations and internal quality and environment audits. The number of each type of action increased over 100% compared with the previous year, when considering the Maintenance and Conservation Department as a whole. An external audit by AENOR, Spain's national standards body, certified the new Quality Management System for manufacturing signals and Grupisa now has product certificates for manufacturing signals according to the UNE 135332:2005 standard. Técnicas del Pretensado y Servicios Auxiliares S.A. also has a CE certificate for post-tested elements and Ferroser and Eurolimp obtained specific quality management certification for the following contracts: Hospital Comarcal de Laredo (Cantabria), Hospital Virgen del Rocío (Seville) and Hospital 12 de Octubre (Madrid).

  • Urban services. Cespa has developed a module of reports and non-conformances in its Incident Management System (IMMS Cespa) that communicates the status of services in real time (pending, initiated, concluded, etc.). The company has also obtained new certifications for managing its urban solid waste selection and treatment centre in Ulea (Murcia), the non-hazardous waste landfill in Xixona (Alicante), the controlled deposit in Golmayo (Soria), the non-hazardous deposit in Zalla (Vizcaya), the recycling centre in Puerto de Santa María (Cadiz), the hazardous waste collection and transfer centre in Martos (Jaen) and the fluidification plant in Castellon.