PowerPoint Presentation

[Audio] Case Analysis. Case Analysis. MARK DANIEL I. DE LA CRUZ.

[Audio] Swissport Passenger Services Innovative Behavior.

[Audio] Introduction. Introduction.

[Audio] Swissport International Ltd., a top-tier ground transportation provider at 117 air freight hubs in 2022, offers executive aviation, lounge hospitality, cargo handling, airport ground handling, aircraft maintenance, travel services for aviation security, and aircraft cleaning. The scope of typical airport processes for aircraft at the airside and passenger service at the land side/terminal includes airport ground operations (or ground handling services). Between the aircraft's landing and takeoff, an airline receives ground handling services. Marshaling of aircraft, (un)loading, refueling, cleaning, catering, luggage handling, passenger handling, cargo handling, aircraft maintenance, and aviation security services are all services provided to specific aircraft and passengers..

[Audio] Statement of the problem. A person at a desk with a ticket Description automatically generated.

[Audio] Identify innovative behaviors of ground handling personnel for satisfying passengers' needs at the terminal and their concerns throughout the service process, and to make all partners aware of a new perspective on the development of a variety of innovative ground handling processes and services..

[Audio] S.W.O.T.. WEAKNESS. WEAKNESS. OPPORTUNITIES.

[Audio] Strengths Swissport International AG is a leading company in the aviation services industry, providing best-in-class airport ground handling, lounge hospitality, cargo handling services, executive aviation, aircraft maintenance, aviation security, travel services, and aircraft cleaning. This wide range of services gives the company a competitive edge.

WEAKNESS. WEAKNESS. OPPORTUNITIES. OPPORTUNITIES.

[Audio] WEAKNESS Due to its heavy reliance on the aviation industry, the corporation is vulnerable to any downturns or disruptions in that sector, such as a decline in the demand for air travel or unrest in the world economy. Swissport competes fiercely in a market where several other significant firms provide comparable services. Pricing and profit margins may be under strain from this competition..

WEAKNESS. WEAKNESS. OPPORTUNITIES. OPPORTUNITIES.

[Audio] OPPORTUNITIES In the upcoming years, it is anticipated that the aviation sector will recover and expand, providing Swissport with chances to diversify its offerings and grow its market share. Swissport can benefit from the growing need for improved airport security measures and passenger experiences by offering creative solutions and tailored services. Swissport could further develop its international operations and forge partnerships with airlines and airports all over the world thanks to its strong local presence in a number of nations..

WEAKNESS. WEAKNESS. OPPORTUNITIES. OPPORTUNITIES.

[Audio] THREATS The COVID-19 epidemic has had a significant negative effect on the aviation sector, resulting in a decline in air traffic and cargo volumes. This has reduced Swissport's revenue and could have an impact until the sector completely recovers. Swissport's operations may be considerably impacted, and compliance costs may rise as a result of changes in governmental rules and regulations pertaining to aviation security, customs, and immigration. The competition for Swissport could become more intense if other significant competitors in the aviation services sector extend their services or enter new markets..

WEAKNESS. WEAKNESS. OPPORTUNITIES. OPPORTUNITIES.

[Audio] Analysis: Alternative Course of Action. Orange ball in sea of white bouncing balls.

[Audio] Analysis: Alternative Course of Action Management style (Leadership, decentralization, team building, staff empowerment, a culture of involvement and commitment, training and performance management, regular and continuous communication, network, listening to customers, process realignment, capacity management, systems, resource monitoring, project transparency).

[Audio] Fulfillment of customer wants and demands/ Customer Satisfaction (some options, numerous product variations, few restrictions, extra tailored demands, individual wants, segmentation, fulfillment of beyond customer demands, giving passengers authority).

[Audio] Chosen Alternative Course of Action. Chosen Alternative Course of Action.

swissport Certificate of Training This is to certify that MARK DANIEL DELA CRUZ has succesfully completed SPI ULD-R training GE08E - Load control and load supervisor on the 08 November 2019 Expiry Date (Required for Canadian Locations) 07 November 2021 The training course meets the requirements detailed in the IATA ULD-R table I.SA The following Aspects of the ULD training are fully covered Da.rous in OLDS Live mtn*s in ULDs ULDs Reportir. OLD Toe Achieved: Requred: Acceptance of ULO Cargo tie-down of Drum s, Cylinders Inspection cf OLDS Maxünum area load Maximum I Oad long loads Piercing cargo Rigid/fragibk cargo rirw-elementarv Thermal/ n s ulated containers Unserviceaue ULDs Weighirw of ULDs Closure/fastening of ULDs Damage report/tagging Fire containment OLDS Interline or other transfer Maximum CG. limits Means of C.G. control Palletization/cargo stacking Reels, spools, pipes Security Tag signature on OLDS TSO plate of certified ULDs Unstable Or •tall" cargo.

Person writing on a notepad. Plan of Action (GANTT Chart).

PAX SERVICES GANTT CHART TEMPLATE Swissport Passenger Services • Check In Mark Daniel WINER 9/1/2023 START DATE 11/30/2023 ENO DATE This project was initiated to improve the customer satisfaction. This template should be used daily, weekly, quarterly, and annualy to maintain compliance. ask ID 01 01.01 01.02 01.03 02 02.01 02.02 02.03 02.04 PROJECT NAVE Task Name Objective Setting Detne O*tves Approve Obpdves Ossen-inæ O*dves General Safety Items HS&E Con-muni±on board up dæ Daly Sht Bretngs Check desk c:éan and idy Use of correa manual handing æchnques appty baggage tags Resources Week Week HR Trairung WKOO WKOO 1 QHSE HR Training WKOO WKOO 1 QHSE HR Trainng WKOO WKOI / QHSE WKOI WK12 WKOI WKOI W'KOI Laest saÉty WK12 WK12 PAXOCC PAX W'K12 PAXAgent.

Remarks 03 03.01 Ody rronønng st',a• be done b check f he o*dves are being 03.02 Improvement on t',e adon plans be enhance eong te way. Documentation and Security AJ desk display Dangerous goods rüces A" agene have access b Hidden Dangerous Goods 2.3A and IATA Dangerous GOOdS Manual AJ agene nave access t TIMATIC br VCa uiries Access b PRW Electric Mob&y .AÆ process inbrmaon Process and Quality MonØr and conte queue tres cabin baggage weghed, tagged and control in excess baggage Provide proÉsstnal mage whist on check-in We and greet passengers and use pax Desk branded correct airine deäÉ First' Business dass check inl bag drop areas are eearty marked Access t proro tags used br Firstl Business Class and cardhoters Intrm e@ibk custrrers of bunge access Sef•Check Kjosk manned QHSE' PAX WKOI occ WKOI IATA DG Manual WKOI HR -Training WK01 WK12 Airports 03.03 03.04 04.01 04.02 05 05.01 05.02 IA TA Manuals are issued yearly AJ access are renewed every 2 05.03 Trainings and refresher are done 05.04 05.05 05.06 05.07 WKOI WKOI WKOI WKOI WKOI WKOI WKOI WKOI WKOI PAX OCC/ WK12 Supervisor PAX WK12 Excess WK12 Staf WK12 Staf PAX oca WK12 Airport Operaons WK12 PAX OCC WK12 PAX OCC WK12 PAX Agent WK12 Operöons.

Pen placed on top of a signature line. Conclusion.

Pen placed on top of a signature line. Conclusion.

Light bulb on yellow background with sketched light beams and cord.

Light bulb on yellow background with sketched light beams and cord.

Smiling Face with No Fill. THANK YOU.