5A Training N Development Manual 2010 30032011

8/3/2019 5A Training N Development Manual 2010 30032011

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MARKETING DEPARTMENT MANUAL

CHAPTER 05 (ANNEX A)05A : 00 : 0

TRAINING & DEVELOPMENT Rev # : 00

March 01, 2010Doc #: MKT/ MM/ 01

Controlled Copy - Do not duplicate without prior permission.

TRAINING AND DEVELOPMENT


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0.1 LIST OF EFFECTIVE PAGES

Part TitleEffective

PagesRevision

No.Revision Date

0 The Manual 01 - 08 00 March 01, 2010

0 General09-1112-12

0002

March 01, 2010April 01,2011

1. Pre-training 01 - 02 00 March 01, 2010

2. Execution phase 01 - 02 00 March 01, 2010

3. Post training 01 00 March 01, 2010

4. Coordination with PIA Training Centre 01 - 05 00 March 01, 2010

5. Records 01 - 02 00 March 01, 2010

6. Local trainer 01 00 March 01, 2010

7. Appendix 01 - 23 00 March 01, 2010

Rev#02April01,2011


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0.2 FOREWORD

This manual is a significant part of the quality initiatives being undertaken by PIA to improve the level of servicequality in all service delivery areas. It provides a broader picture of the trainings to be imparted.

This Training & Development Manual streamlines the system and procedures, which would ensure that trainingprograms planned for particular segments meet the requirements. The manual, when read and understood, shalllead to uniformity of commitment and standardized performance.

It includesa) Basic Training which cover Sales Orientation, Cargo Sales, Passenger Sales, Tariff & Ticketing, Attitude

Development and Customer Satisfaction etc.

b) Intermediate Training which covers advanced concepts for basic courses such as Cargo Sales, Tariff &Ticketingc) Recurrent and Refreshercourses are based on Basic training courses.d) Specialized Training from organization whom excel in imparting training in Sales & Marketing

The duration of all scheduled courses, briefings and workshops vary from one day to a maximum of two weeks.

Post training feedback of each course enables continuous improvement and effectiveness of training imparted.Periodic revision of this manual will be carried out for necessary modifications and amendments.

I would like to appreciate the efforts of Mr. Raza Rizvi & his team members specially Mr. Arshad Qayum at Training

& Development section , for compiling the manual, which is meant to serve as a working guide for all of us in theMarketing Department.

Aforementioned team member were supported by their management in review and compilation of this manual.

We expect effective implementation of the Training and Development Manual and look forward to furthering thecause of quality through such initiatives. We also welcome valuable suggestions, which may facilitate the overallQuality enhancement of this compilation.

DIRECTORMARKETING DEPARTMENT


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0.3 TABLE OF CONTENTS

PART 0 THE MANUAL0.0 Title Page 00.1 List of Effective Pages 10.2 Foreword 20.3 Table of Contents 30.4 Distribution List 50.5 Amendment Sheet 60.6 Incorporation of Revisions 70.7 Record of Edition 8

GENERAL

0.8 Introduction 90.9 Training policy 100.10 Abbreviations 110.11 List of courses 12

PART 1 PRE-TRAINING1.1 Procedure for identifying training needs 11.2 Procedure for identifying learning streams and planning training schedule 2

PART 2 EXECUTION PHASE2.1 Procedure for nominating staff/officers for planned courses 1

2.2 Procedure for syllabus design and course contents 2

PART 3 POST TRAINING3.1 Procedure for training feedback 1

PART 4 COORDINATION WITH PIA TRAINING CENTRE4.1 Procedure for coordination with PIA training centre 14.2 Procedure for Development of new course content / Syllabus 24.3 Procedure for observation of training 34.4 Procedure for recurrent training 44.5 Procedure for training new entrants 5

PART 5 RECORDS5.1 Procedure for maintaining training records 15.2 Procedure for maintaining training records of handling agents personnel 2

PART 6 LOCAL TRAINERS6.1 Procedure for selection of local trainers 1


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PART 07 APPENDICES

A) Post Training Feedback Form for Live Animal Regulation Course 2

B) Post Training Feedback Form for Live Animal Regulation Course 3

C) Post Training Feedback Form for Cargo Sales Basic Course 4

D) Post Training Feedback Form for Tariff and Ticketing Intermediate Course 5

E) Post Training Feedback Form for Tariff and Ticketing Advance Course 6

F) Post Training Feedback Form for Tariff and Ticketing Basic course 7

G) Post Training Feedback Form Customer Care Workshop 8

H) Post Training Feedback Form for Marketing Orientation Course 9I ) Post Training Feedback Form for Selling Dynamics Course 10J) Post Training Feedback Form for Reservation/Ticketing/ASR Course 11K) End of Training Evaluation by Trainee 12L) Examination Grading Sheet 13M) Course Attendance Record 14N) Training Registration Form 15O) Post Training Feedback Form for Perishable Cargo 16P) Post Training Feedback Form for Marketing Orientation Course 17Q) Post Training Feedback Form for ULD/Pallet Building & Loading Course 18R) Post Training Feedback Form for Safety of Cargo on Board Course 19

S) Post Training Feedback Form for Cargo Sales Basic Refresher Course 20T) Post Training Feedback Form for Cargo Sales Advance Course 21U) Post Training Feedback Form for CASS 22

V) Post Training Feedback Form for Cargo Spot 23W) Post Training Feedback Form Revenue Management 24

X) Post Training Feedback Form Travel Documentation 25


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0.4 DISTRIBUTION LIST

Note: Master Copy of Training & Development Manual is retained by the office of the QMR. Control of thisManual is with Manager Training & Development Marketing. This document is accessible to all MarketingDepartment employees through the PIAC Corporate Website for ready reference; however, viewing is restricted toPIA employees only. The following positions are mainly concerned with this document:

S. NO CONCERNED POSITIONS

01. Director Marketing

02. GM Passenger Sales

04. GM Cargo & Speedex

05. GM Industry Affairs

06. GM Revenue Management

07. GM Market Planning & Brands

08. Principle PIA Training Center

09. GM QA & HSE

10. District Manager Karachi

11. District Manager Lahore12. District Manager Islamabad

13. District Manager Rawalpindi

14. District Manager Peshawar

15. District Manager Quetta

16 District Manager Multan

17 District Manager Faisalabad

18 QA Manager Marketing

19 Country Manager Dubai


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0.5 AMENDMENT SHEET

S. No. Page No. Part Rev.No.

Rev.Date

EnteredBy On


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0.6 INCORPORATION OF REVISIONS

General Amendments to the Training & Development Manual shall be issued from time to time with a list of effective

pages. Amendments shall be done when required mainly to keep abreast of all regulatory requirements, in case of

change in airline policies and procedures and also due to periodic management reviews. Amendments are covered by a Letter of Revision. All amendments to the Training & Development Manual will become effective from the dates of revisions,

unless a different date has been specified in the respective Letter of Revision.

Record of Revisions A revision record for the Training & Development Manual is shown on the following page in the List of

Effective Pages. This is numbered and dated. Training & Development Manual shall be kept current onPIAC Corporate Website (employee area) with latest revisions. When an amendment is received the number and date shall be entered in the Amendment Sheet to reflect

the current status of the manual.

List of Effective Pages These are shown part by part wise in the Table of Contents. Each part is listed in serial order with the total

number of effective pages in it clearly indicated.


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0.7 RECORD OF EDITIONS

Edition Number Revision Number Issue Date Effective Date Inserted by

1ST

Edition Revision No.00 March 01, 2010 March 01, 2010 Manager T&D

Marketing

1ST

Edition Revision No.02 April 01, 2011 April 01, 2011 Manager T&D

Marketing

Rev#02April01,2011


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General

0.8 INTRODUCTION

Welcome to the Training Manual of Marketing Department. The purpose of the Training Manual is to documenttraining activities and standardize training procedures.

The Training Program is divided into three phases: Pre- Training Execution Post Training

This manual is intended as a standard reference for training process, the intent being, to make learning easier andmaximize the performance of the frontline Personnel.

Master Copy of the Training & Development Manual is retained by the office of the QMR. Control of this Manual iswith Manager Training & Development (Sales). This document is accessible to all Marketing Departmentemployees through the PIAC Corporate Website (www.piac.com.pk) for ready reference; however, viewing isrestricted to PIA employees only. The list of positions mainly concerned with the usage of this document is given onsection 1.4 List of Distribution (Part 01) of this Manual.

We will welcome your comments, suggestions and questions on our effort. This manual will only be available onwebsite.

S. Muhammad Raza RizviManager Training & Development (MKTG)


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0.9 TRAINING POLICY

The Focus of Marketing Department Training is on Commitment to provide Excellent and Safe Customer Servicesby identifying customer expectations and creating positive first impression. This vision has the support andcommitment of Director Marketing, General Manager Passenger Sales, General Manager Cargo & Speedex,General Manager Industry Affairs, General Manager Market Planning & Brands. General Manager RevenueManagement and Principal PIA Training Center.

Our training is geared for developing the knowledge and skills of the staff through innovative learning strategies bycoordination and involvement of all concerned. It is our endeavor to enable frontline staff as well as those in theback up and support roles to build, maintain and increase a loyal customer base.

Every person performing duties in Marketing Department will undergo initial, recurrent training before beingassigned a job in a particular area. The recurrent training must take place with in 36 months of previous training asper IOSA requirements. However for DGR the recurrent training is required within 24 months of the previoustraining.

Manager training and development shall keep a close liaison with reputed training institutes whom conductspecialized training pertaining to sales and marketing in aviation. Sales officers/staff will be selected for specializedtraining courses conducted by renowned institutions inside and outside Pakistan in order to improve theircommunication and sales skills.

Manager Training & Development MKTG


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0.10 ABBREVIATIONS

AWB : Airway BillBHC : Backhaul CheckCI : Chief InstructorCTM : Circle Trip MinimumDEV : DevelopmentDGR : Dangerous Goods RegulationsEBT : Excess Baggage TicketEMA : Excess Mileage Allowance

EMS : Excess Mileage SurchargeEPR : Employee Profile RecordGM : General ManagerHIF : Higher Intermediate FareHIP : Higher Intermediate PointIATA : International Air Transport AssociationMCO : Miscellaneous Charges OrderMGR : ManagerOHP : Overhead ProjectorOJT : On Job TrainingPAT : Passenger Air Tariff

PNR : Passenger Name RecordPTA : Prepaid Ticket AdvisePTC : PIA Training CenterQA : Quality AssuranceSLS : Marketing DepartmentSOP : Standard Operating ProcedureTGS : Technical Ground SupportTNA : Training Need AnalysisTRG : Training


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0.11 LIST OF COURSES

a) Basic Training Durationi. Tariff & Ticketing 10 Daysii. Cargo Sales Basic 10 Daysiii. Live Animals Regulation 3 Daysiv. Selling Dynamics 2 Daysv. DGR 6 Daysvi. Customer Care Workshop. 2 Daysvii. Marketing Orientation 10 Daysviii. Reservation/E-Ticketing/ASR 10 Daysix. ULD Orientation / pallet building 2 Daysx. Loading/unloading awareness 2 Days

xi. Perishable Cargo 2 Daysxii. Safety of Cargo on Board 2 Daysxiii. Cargo Spot 5 Daysxiv. CASS 2 Daysxv. Airline Marketing 2 Days

b) Intermediate Course/Advance Course Durationi. Tariff & Ticketing Intermediate 10 Days.ii. Tariff & Ticketing Advance 10 Daysiii. Cargo Sales Advance 10 Daysiv. Sales Promotion and Management 2 Days

v. Revenue management 2 DaysVi Travel Documentation 04 Days

c) Re-Current/Refresher Durationi. Dangerous Goods Regulations 6 Daysii. Reservation/e-Ticketing/ASR 5 daysiii. Cargo Sales Basic (Refresher) 2 daysiv. Live Animals Regulation 2 Daysv. E-Ticketing (Sales) 2 Daysvi.

Perishable Cargo 2 Days

Rev#02April01,2011

R

R

R

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CHAPTER 05 (ANNEX B)05A : 01 : 1




1. PRE -TRAINING

1.1 Procedure for Identifying Training Needs

1.1.1 Purpose:Training needs are identified to help develop meaningful training programs for each calendar year.

1.1.2 Responsibilities:The TNA is conducted by Manager Training & Development in coordination with Line Managers andSectional Heads.

1.1.3 Procedure:a) Conduct meetings with Line Managers and Sectional heads to discuss precise training needs and

determine learning objectives.b) Align the individuals needs to ensure that they are in harmony with the Organizations vision and

incorporate the same in the training programme.c) Evaluate and monitor the training being imparted. Make recommendation for the follow up training to

ensure, that learning transfers to performance.d) Seek random feedback from the Line Managers & Supervisors through Post Training Feedback forms

regarding the effectiveness of training imparted.e) Evaluate recommendations / feedback for developing subsequent training program.

1.1.4 Related Records:MKT/TS&A/R/04

1.1.5 Reference Documents:N / A


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1.2 Procedure for Identifying Learning Streams and Planning Training Schedule

1.2.1 Purpose:Using the appropriate TNA methodology, learning streams are identified and used as a basis for trainingprograms. Each Learning stream meets identified training needs by using a variety of learning modes tocater for individual learning styles.

1.2.2 Responsibilities:Manager Training & Development .

1.2.3 Procedure:a)As a follow-up of the TNA exercise, learning streams are identified which form the basis of training

programme/schedule for a particular calendar year.

b)Training is categorized effectively into the above learning streams, allowing the staff to participate intraining and development activities that are focused. Crossover areas are combined into one.

c) The training programme is discussed and approved by respective Section Head.d)The programme for each calendar year is flashed to all Station at end of the year.

. e)The programme is subject to change in case of an urgent requirement by the Management.

1.2.4 Related Records:N/A



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2. EXECUTION PHASE

2.1 Procedure for Nominating Staff/Officers for Planned Courses

2.1.1 Purpose:To identify and nominate staff and officers for the planned training programme from different areas

2.1.2 Responsibilities:Manager Training & DevelopmentLine Managers/Section Heads concerned.

2.1.3 Procedure:a) The training programme is forwarded by the Training & Development section to all respective Section

heads.b) The programme is circulated by the Section Heads in different areas for nominations.c) The nominations are recommended by the Line Managers and forwarded to the Section Heads for

approval.d) Sectional Heads will forward the approved list of participants to the Manager Training & Development.e) The nomination received are cross checked with training records maintained in the Training &

Development section before being accepted and forwarded to the marketing/ unit at PTC.f) A nomination can be turned down by the Training & Development section if a participants record

indicates that:a. They have previously attended same course.b. They have previously dropped out of the course without establishing any sound reason.

c. They do not meet the criteria for a specific course.d. Participants will be given 2 chances to clear the course, after that participants will have to

clear the said course at their own expense and P/L shall also be detected from their balance.g) The lists of final nominations for each course are communicated by the stations to the Training &

Development section at least a week prior to the commencement of the course. Last minutes changesin nominations are to be avoided

h) Results will be communicated by PTC. All the unsuccessful nominees will have to reappear to clear thecourse as per section 4.1.3 (f)




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2.2 Procedure for Syllabus Design & Course Contents

2.2.1 Purpose:The purpose of this procedure is to ensure that the training programme planned for a particular audiencemeets the requirements of the Department.

2.2.2 Responsibilities:Chief Instructor Marketing Training UnitManager Training & Development

2.2.3 Procedure:a) Training syllabus are customized and revised for a particular course by Marketing Training Unit at PTC

in consultation with Manager Training & Development.

b) The Marketing Unit at PTC deputes a subject specialist for conducting training. In case of non-availability of an Instructor in a particular area, visiting faculty is invited from the operational area/headoffice.

c) Course contents are reviewed and updated periodically by the Marketing unit at PTC as perrequirements of the regulatory agencies.

d) All sections are required to forward copies of changes in procedure/directive/revision pertaining topassenger sales/cargo/reservation to Training & Development section, from where it will be forwardedto the Marketing unit at PTC.

e) The C.I (Marketing unit) ensures that the course material provided to the participants is current. Themethodology used for a particular subject is appropriate for the same.

2.2.4 Related Records:N/A

2.2.5 Reference Documents:TACT Cargo TariffLatest IATA DGR Manual


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March 01,2010Doc #: MKT/ MM/ 01


3. POST TRAINING

3.1 Procedure for Training Feedback

3.1.1 Purpose:To ensure continuous improvement and effectiveness of training imparted in line with Departmentalrequirements.

3.1.2 Responsibilities:Manager Training & DevelopmentChief Instructor Marketing Training UnitLine Manager(s)

3.1.3 Procedure:Training & Development Section develops Post course assessment forms for the line managers.

3.1.4 Course Assessment:a) The participants are assessed by written test, quizzes, class participation and evaluation for:

a. Familiarization with the subject.b. Knowledge acquiredc. Class performance

b) This includes instructors evaluation of the knowledge gained during the course and its interaction withparticipants expectations.

c) The instructor ensures that evaluation is synchronized with the course content and the learning

outcome.d) Post course assessment is done by line manager/supervisor at stations to evaluate the effectiveness of

the training acquired and relating it to the employees work performance.e) Post training feedback forms of various courses/workshop which are developed by Training &

Development section, are available in Part 9 of this manual. The employees are randomly evaluatedagainst the criteria in the form by the line managers. The forms are forwarded to the Training &Development section after four months from the date of the course .




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4. COORDINATION WITH PIA TRAINING CENTRE

4.1 Procedure for Coordination with PIA Training Centre

4.1.1 Purpose:To coordinate and convey Departmental training requirements to Marketing Unit at PTC for continualimprovement.

4.1.2 Responsibilities:Manager Training & DevelopmentChief Instructor Marketing Unit PTC

4.1.3 Procedure:

a) The Training & Development section and Marketing Unit at PTC are in constant touch regardingtraining.

b) Formal Meeting between Manager Training & Development and C.I Marketing are held to ensure, thatthe training being imparted is as per the requirements of the department. The time & venue of themeeting is determined by C.I Marketing and Manager Trg & Dev.

c) The meeting is minuted and the minutes circulated to the all participants.




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4.2 Procedure for Development of New Course Content / Syllabus

4.2.1 Purpose:To develop courses regarding new directives / procedures as required.

4.2.2 Responsibilities:All Sectional heads of Marketing.Chief Instructor Marketing

4.2.3 Procedure:a) All sections are required to forward requirements for new course development and training needs to

Manager Trg & Dev, who will forward it to marketing unit in PTC.b) C.I Marketing ensures that the development is incorporated.

c) All course syllabus are kept with marketing unit in PTC.




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4.3 Procedure for Observation of Training

4.3.1 Purpose:To ensure classroom training at PTC is as per the requirements.

4.3.2 Responsibilities:Manager Training & DevelopmentC.I Marketing

4.3.3 Procedure:a) The methodology and language used by the PTC instructors must be clear with the understanding of

the participants.b) To ensure that the class room training is in conformity with the syllabus, Manager DQC,and/or

Manager, Training, Standards may depute officers with prior information to Principle PTC to conductrandom observation to ensure that the procedure taught and discussed in the training are beingfollowed.

c) The Monitoring Officer highlights any Unconformity to the standard procedure for continuousimprovement.


4.3.5 Reference Documents:

N / A


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4.4 Procedure for Recurrent Trainings

4.4.1 Purpose:In Cargo Recurrent training must take place within 36 months of the previous training to ensure that theknowledge is current. However recurrent training for DGR must take place with in 24 months to ensure thatknowledge is current.

4.4.2 Responsibilities:Chief Instructor (Marketing)Manager Training & Development

4.4.3 Procedure:a) This Procedure explains the cycle for trainings conducted at Domestic stations.

b) The Manager Training & Development arranges these timings in coordination with C.I (Marketing) andsection heads and line managers.

c) The attendance and results for these training in forwarded to Training & Development section to updatetraining record by the CI (Marketing).




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4.5 Procedure for Training New Entrants

4.5.1 Purpose:This training is customized to train the new entrants in Marketing Department.

4.5.2 Responsibilities:Manager Training & DevelopmentC.I (Marketing)Sectional heads

4.5.3 Procedure:a) PTC develops training programme for the new entrants in coordination with Marketing Unit PTC.b) New entrants are then sent to Marketing unit PTC for two-week Basic Sales/Cargo training.

c) The new entrants are then attached with different Sectional heads, for familiarization / OJT for twoweeks.

d) Course results Instructor's assessment and attendance are forwarded to Training & Developmentsection for record by the CI (Marketing).




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5. RECORDS

5.1 Procedure for Maintaining Training Records

5.1.1 Purpose:To maintain training records of all employees of the Marketing Department.

5.1.2 Responsibilities:Training & Development sectionStation/sectional headsC.I Marketing

5.1.3 Procedure:Formal training records are being kept by PTC, however Test results are also forwarded to Tranining &Development Section for updating the record.a) Training records for last three years are maintained in Training & Development section.b) A copy of these records is also retained in the Marketing unit at PTC.c) Station/Sectional heads will also maintain there training record locally.

5.1.4 Related Records:T&D Database



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5.2 Procedure for Monitor ing Training Currency of Handling Agents Personnel

5.2.1 Purpose:To ensure Mandatory Training currency of personnel employed by the Handling Agents

5.2.2 Responsibilities:Handling Agreements sectionCargo Operations Section

5.2.3 Procedure:a) Handling Agreement section must ensure that the Handling Agent's staff has acquired the requisite

trainings.b) The currency of mandatory trainings must be ensured by the Cargo Operations Section through

Oversight check list as per CSM sop 6.6

5.2.4 Related Records:MKT/CGO/FT/035



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6. LOCAL TRAINERS

6.1 Procedure for Selection of Local Trainers6.1.1 Purpose:

To train the shift staff during slack period.

6.1.2 Responsibilities:District Managers in consultation with Training & Development Section

6.1.3 Procedure:a) The Local trainer is selected for a minimum period of one year. The officer must be:

Well groomed Good communication skills Clean service record Command over subject

b) The Station Head forwards the names of the local trainer to Manager Training & Development whoin turn ensures that the Local trainer has been trained in all mandatory trainings.

c) The Local trainer also under goes a two-day Train the Trainer course at PTC.d) The Local trainer is responsible for briefing of any change in procedure or any regulatory change.

6.1.4 Related Records:

6.1.5 Reference Documents :N / A


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APPENDICES


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A)Post Training Feedback Form for Live Animal Regulation Course

Form #MKT/T&D/R/001

To gauge the effectiveness of our training efforts we need feedback from you. Your comments will help us in further improving ourtraining program. Please take a few minutes to tick the appropriate response option.

Partic ipant Name: __________________ P.No: ________ Designation: _______________

S.No. Live Animal RegulationOptions

A: Yes B: No C: Some what

1 Can he/she consult live animal regulations

2 Does he/she know about the proper selectionof animal containers, stalls etc.

3Does he/she know about the labeling anddocumentation of LAR

4Does he/she know about the recommendedstock density

5 Does he/she know about CITES

6

Does he/she know about the state and

operator variations

7Can he/she independently book a live animalshipment

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date______________________________Course Date:

Evaluator: ____________________

____________________

Date: ____________________


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B)Post Training Feedback Form for Dangerous Goods Regulation Course

Form # MKT/T&D/R/002


Partic ipant Name: __________________ P. No: ________ Designation: _______________

S.No. Dangerous Goods RegulationOptions


1 Can he/she apply the IATA DGR correctly

2Does he/she has an understanding of legal aspectinvolved

3Can he/she differentiate between shippers andoperators responsibilities

4Can he/she identify dangerous goods which areforbidden for air transport

5Can he/she identify the nine classes of dangerousgoods by their properties

6Can he/she apply the alphabetical list ofdangerous goods and its related information

7Can he/she select the right packaging ofdangerous goods

8Can he/she properly mark the package ofdangerous good

9Can he/she effectively complete declaration ofdangerous goods and properly enters theappropriate information on AWB

10Can he/she recognize and apply the appropriatestate and operator variation

11Can he/she accept of reject a shipment correctlyby using an acceptance checklist

12Can he/she have appropriate knowledge ofemergency procedures

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date_____Evaluator: ____________________

____________________

Date: ____________________


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C)Post Training Feedback Form for Cargo Sales Basic CourseForm # MKT/T&D/R/003



S.No. Cargo Sales BasicOptions


1Does he/she know about the aviation regulatorybodies like six freedom of the air and trafficconference area etc

2

He/she has familiarity with city, country, currency

codes

3He/she understands time difference phenomenonand effectively calculate flying hours

4He/she understands and can clearly acknowledgedomestic cargo tariff

5He/she understands procedures for space control,warehouse, export, import, pallet cell etc.

6He/she has clear understanding about variousaircraft door size, ULD sizes, maximum load ability

7

He/she can effectively understands/handle cargoacceptance/handling/dispatch procedures ofhuman remains, valuable cargo, perishable cargoand general cargo.

8He/she follow safety procedures and can performsafe handling of cargo

9 He/she knows how to consult TACT

10Does he/she knows about Valuation charge,minimum charges, procedure of rate and change,general cargo rates, class rates etc.

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date______________________________Evaluator: ____________________

____________________

Date: ____________________


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D)Post Training Feedback Form for Tariff and Ticketing Intermediate CourseForm # MKT/T&D/R/004



S.No.Tariff and Ticketing Intermediate

CourseOptions


1 Does he/she knows about PTA rules

2

Does he/she know difference between types of

fare like OW, RT, CT, OJ

3Does he/she know computation of fares?Application of routing/application of mileagesystem.

4Can he/she knows about single add-on amount,single add-on mileage

5Can he/she define mileage principle? andlimitation on mileage system side-trip.

6Can he/she differ among limitation on indirecttravel worldwide and additional limitation by area.

7Higher intermediate point, higher intermediate farepractice and ticketing.

9 Can he/she do backhaul check

10Does he/she understand mixed class faresprinciple and application

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________


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E)Post Training Feedback Form for Tariff and Ticketing Advance CourseForm # MKT/T&D/R/005



S.No. Tariff and Ticketing Advance CourseOptions


1IATA areas/ world wide tariff terms/definitionsglobal indicators

2 Principle of mileage systems

3Extra mile surcharge, extra mile allowance, lowestcombination principle

4 Limitation on indirect travel

5Principle and application single/double add-onamount

6 Round trip/circle trip surface transportation

7Limitation on mileage system side trip andstopover regulations & Mixed class fare

8 One way side trip, round trip side trip

9Directional minimum check (DMC) competitivefares

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________


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F)Post Training Feedback Form for Tariff and Ticketing Basic courseForm # MKT/T&D/R/006



S.No. Tariff and Ticketing Basic CourseOptions


1He/she knows about the aviation regulatory bodieslike six freedom of air and traffic conference areaetc.

2He/she has clear understanding of city, country,

currency codes

3He/she understands time difference phenomenon,circulation of flying hours

4He/she can calculate domestic fares and discounton domestic fares e.g. children, student, blindpassenger, and tournament.

5He/she has knowledge of Airline revenuedocument like TKT, PIA, MCO, and EBT.

6He/she is skilled on issuance of ticket (on cash,credit cards) cancellation charge MCO, PIA etc.

7 He/she can consult PAT Rules/Fare bookPublished/Unpublished Fares

8He/she understands Mileage principle, add-onamount

9He/she can calculate extra mileagesurcharge/allowance

10 Me/she can handle mixed class travel fares

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________


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G)Post Training Feedback Form Customer Care WorkshopForm # MKT/T&D/R/007



S.No. Customer Care WorkshopOptions


1 Does he/she know who is a customer

2 Can he/she define what is customer service

3 Can he/she relate to customers expectations

4 Can he/she display positive listening skills

5 Can he/she display how to respond to customers

6 Can he/she define what is team work

7 Can he/she positively handle customer complaints

8 Can he/she anticipate customer needs

9Can he/she portray inspiring nature towardscustomer

10Does he/she know essential needs and art ofgrooming

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________


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H)Post Training Feedback Form for Marketing Orientation CourseForm # MKT/T&D/R/008



S.No. Marketing OrientationOptions


1 Does he/she know about ICAO/IATA

2Does he/she know about time conversion/flying

time calculation

3Does he/she understands domestic fares /Discounts

4 Can he/she consult PAT rules?

5Does he/se know difference between publishedand unpublished fares

6 Does hw/she know what are add on rates

7Does he/she know about mileage system andexcess mileage surcharge and extra mileage

allowance8 Higher intermediate permit

9Does he/she has some knowledge ofDGR/LAR/Perishable goods regulation

10 Can he/she define RES/TKTG/ASR/E-ticketing

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________


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I) Post Training Feedback Form for Selling Dynamics CourseForm # MKT/T&D/R/009



S.No. Selling DynamicsOptions


1 Can he/she define what is selling.

2 Can he/she define needs, wants and demands?

3 Can he/she relate to role of sales representatives

4 Can he/she know what customer loyalty is?

5 Can he/she Knows Customer Satisfaction?

6 Can he/she define function of a sales person?

7What is the Psychology of selling, Why Peoplebuy?

8 Can he/she differentiate between organizationbenefits, business benefits and personal benefits

9He can/she demonstrate how to locate potentialbuyers

10 What are the selling ethics?

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date__________

Evaluator: ____________________

____________________

Date: ____________________


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J)Post Training Feedback Form for Reservation/Ticketing/ASR CourseForm # /MKT/T&D/R/010



S.No. Reservation/Ticketing/ASROptions


1He/she understands different commands todisplay focus, displaying commands with actionkey codes

2He/she knows difference in schedule display,

availability display

3He/she has clear understanding about sellingsegments, direct/short selling and selling onconnecting flights

4He/she can correctly enter local / domestic /international contact numbers

5 He/she can enter frequent flyer number

6He /she knows how to end PNR(corporate/infant/open date)

7 He/she can clearly enter passport details

8 He/she can check price and display/delete/storewith segment select

9He/she understands how to open and fill mask inorder

10He/she can handle multiple forms of payments(cash, cards etc)

11He/she understands different ticketing and e-ticketing commands

12 He/she assemble agent sales report and summary

Comments: _______________________________________________________________

___________________________________________________________________________

Course Date______________________________

Evaluator: ____________________

____________________

Date: ____________________


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K)End of Training Evaluation by TraineeForm # MKT/T&D/R/011


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L)Examination Grading SheetForm # MKT/T&D/R/012


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M)Course Attendance RecordForm # MKT/T&D/R/013


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N)Training Registration FormForm # MKT/T&D/R/014


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O) Post Training Feedback Form for Perishable CargoForm # MKT/T&D/R/015

To gauge the effectiveness of our training efforts we need feedback from you. Your comments will help us in furtherimproving our training program. Please take a few minutes to tick the appropriate response option.

Participant Name: _______________ P.No: ________ Designation: _______________

S. No. Training for Perishable CargoOptions

A: Yes B: No C: Somewhat

1 Does he/she know the definition of PerishableCargo?

2 Does he/she know about the packing

requirement of perishable Cargo?3 Does he/she know about the Indemnity bond?

4 Does he/she know about the documentationrequired?

5 Does he/she aware about the HandlingRequirements of Perishable Cargo?

Comments: _______________________________________________________________

_________________________________________________________________________

Date of the Course _____________ .

Evaluator: ________________________________________

Date: ____________________


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P) Post Training Feedback Form for Marketing Orientation CourseForm # MKT/T&D/R/16



S. No. Marketing Orientation CourseOptions


1

2

3

4

5

6

7

8

9

Comments: _______________________________________________________________

_________________________________________________________________________

Course Date______________________________

Evaluator: ________________________________________

Date: ____________________


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Q) Post Training Feedback Form for ULD/Pallet Building & Loading CourseForm # MKT/T&D/R/17



S. No. Loading/ Unloading AwarenessOptions


1 Does He aware of airside/Landside safety.

2 Does He aware of loading/unloading of Aircrafts.

3 Does He aware of Loading areas

4 Does He aware of ULD configuration5 Does He aware of Floor Strength of A/C

Comments: _______________________________________________________________

_________________________________________________________________________


____________________

Date: ____________________


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R) Post Training Feedback Form for Safety of Cargo on Board CourseForm # MKT/T&D/R/18



Comments: _______________________________________________________________

_________________________________________________________________________

Course Date______________________________

Evaluator: ________________________________________

Date: ____________________

S. No. ULD Orientation/ULD Building.Options


1 Can He Identify ULD from identificationnumbers

2 Does He knows about A/C limitations

3 Does He knows about cargo securing in ULDS

4 Does He knows about the strength of different

wabs.5 Does He knows about Shoring concept.

6 Does He knows about the loading of differentCargos.

7 Does He knows about the damage ULDS


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S) Post Training Feedback Form for Cargo Sales Basic Refresher CourseForm # MKT/T&D/R/19



S. No. Cargo Sales Basic RefresherOptions


1 He / She understands procedures for SpaceControl, Cargo and Mail Acceptance andWarehousing.

2 He / She understands procedures for handlingof Valuables / Perishables and HumanRemains.

3 He / She knows about Air Cargo Safety, AirCargo Security

4 Does he / she knows about assistance andregulations from the law enforcementauthorities.

5 Does he / she has the knowledge of AirwayBill.

6 Does he / she knows about the soundness ofULDs.

7 Does he / she knows the Air Cargo TariffInternational / Domestic.

8 Does he / she knows about the human factorsinvolvement in Cargo.

Comments: _______________________________________________________________

_________________________________________________________________________


____________________

Date: ____________________


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T) Post Training Feedback Form for Cargo Sales Advance CourseForm # MKT/T&D/R/20



S. No. Cargo Sales AdvanceOptions


1 He understands procedures for Space Control,Cargo and Mail Acceptance and Warehousing.

2 He understands procedures for handling ofValuables / Perishables and Human Remains.

3 He knows about Air Cargo Safety, Air CargoSecurity

4 Does he knows about the booking andhandling of special cargos

5 Does he capable of independently execute anAirway Bill.

6 Does he know about the soundness of ULDs.

7 Does he knows the Air Cargo TariffInternational Advance Level.

8 Do he / she know about the human factorsinvolvement in Cargo?

9 Is He capable booking Mixed consignment?

10 Does he know about the rights and obligation

of shipper and carrier?

Comments: _______________________________________________________________

_________________________________________________________________________

Evaluator: ________________________________________

Date: ____________________


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U) Post Training Feedback Form for CASSForm # MKT/T&D/R/21

To gauge the effectiveness of our training efforts we need feedback from you. Your comments will help us in further

improving our training program. Please take a few minutes to tick the appropriate response option.


S. No. Training for CASSOptions


1 Does he/she generate the CASS report onevery fortnight?

2 Does he/she generate the CASS reportindependently or need help of the colleagues?

3 Does he/she guide and help his/her colleaguesin generating the CASS Report?

4 Does he/she enter the pricing informationevery day or at the end of fortnight?

5 Does the CASS report generated by him/herneed to be rectified more than often?

6 Are the agents satisfied with him/her regardingthe CASS?

7 Are all agents within his/her territory onCASS?

8 Has he/she delegated the CASS Reportgenerating task to the new colleagues?

Comments: _______________________________________________________________

_________________________________________________________________________

Date of the course_____________________________________________

Evaluator: ________________________________________

Date: ____________________


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V) Post Training Feedback Form for Cargo SpotForm # MKT/T&D/R/22

S. No. Training For Cargo SpotOptions


1 Does he/she Know how to make a booking inCargo Spot?

2 Does he/she Know how to make a new entry inCargo Spot?

3 Can he/she run Cargo Spot without anytrouble?

4 Is he/she confident about searching an AWBfrom Cargo Spot?

5 Does he/she take additional time when doingsomething new in Cargo Spot?

6 Is his/her over-all efficiency and productivityhas improved since he/she attended thetraining?

7 Does he/she help his/her colleagues in usingthe new system?

Comments: _______________________________________________________________

_________________________________________________________________________

Date of the Course___________________________________

Evaluator: ________________________________________

Date: ____________________


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W) Post Training Feedback Form Revenue ManagementForm # MKT/T&D/R/23



S. No. Training for Revenue ManagementOptions


1 Does he/she able to define RevenueManagement?

2 Does he/she knows about the yieldManagement?

3 Does he/she define the Integrated MarketingCommunication?

4 Does he/she know about Space demand basedrates?

5 Does they know about Product development?

Comments: _______________________________________________________________

_________________________________________________________________________

Date of the Course _____________ .

Evaluator: ________________________________________

Date: ____________________

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