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http://docplayer.net/63526316-Safety-culture-dnata-singapore-s-journey-abdul-malik-bin-mohd-mustafe-avp-quality-safety-security-dnata-singapore.html
https://www.bloomberg.com/research/stocks/private/person.asp?personId=30232834&privcapId=5717983&previousCapId=5717983&previousTitle=dnata%20Singapore%20Pte%20Ltd
https://www.dnata.com/en/about/global-management

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A) After Evaluation :

Accountability scale : Reporting Culture

The personnel are the main source of essential information to determine he root cause of the incidents,so that measures can be taken to prevent reoccurrence. This also aids in identification of area for continual improvement to prevent injuries at the workplace. As such, reporting is highly regarded by the management as it is highly regarded for being able to effectively mitigate safety issues.

Learning scale : Transformational Learning

Effective controls have been put in place to ensure that the current practices meet the required safety standards as laid out by the company procedures. Periodic safety audits are carried out to confirm compliance with these procedures.Means of safety information sharing is available, as well as doing anonymously,which allows the organization to recognize existing problem area and efficiently formulate safety innovations as mitigating actions.

B ) Proposal/ Evidence :

The company includes safety performance for work injury and aircraft incident as part of its key performance indicator components, in which the outcome will determine the employees bonus payouts. The lower the number of incidents incurred in a financial year, the higher will be the payout amount. Although these measured are observed, it is inevitable that non- compliance are picked up and incident/accidents occur. These measures minimize these occurrences however it is yet to be totally eliminated.

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Purpose- Quality and safety objectives are established and reviewed for suitability by the finance department. Quality objectives are measurable,and reviewed against performance goals at each management review meeting. This meeting ensures that management level is aware of the objectives and that everyone agrees and are in-line with the objective and how to achieve them.

Frequency - Annually

Flow - The annual quality and safety objectives are set, approved and tracked through monthly reports submitted. Recordable injuries are significant injuries that require professional medical assistance. Examples of such injuries are foreign objects that are embedded deep within the body and require extraction using medical tools.

There specific objectives must be quantified and documented. The objectives of the following months must be reported to the QSM latest on the last working day of the previous month.

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A) Risk Assessment

Purpose - To assess potential risks when new hazards or operations obstacles are identified. It enables the quality & safety department to identify, mitigate and or control risks till it comes down to an acceptable level.

Frequency - Risk assessment are carried out whenever there is a new operating procedure, new and/or modification to existing equipment and new infrastructure

Flow - After the risk is identified, the quality and safety department evaluate the risk based on its severity and likehood of it occurring based on ICAO's Safety Management Manual. They take into consideration the location of the identified risk and the end users that maybe affected. Once the level of risk has been determined, safety measures are put into place to mitigate in order to determine he remaining risk. The remaining risk, or residual risk has to be accepted and approved by the accountable executive before any charge in operations can be implemented.

B) Inspections

Purpose - Inspections are observations of a specific event or action to ensure that correct procedures and requirements are followed to produce desired operational safety, security and quality results.

Frequency - Inspection are performed on a regular basis, not less that once per week.
All supervisors will be responsible.

Flow- They are responsible for planning, conducting and administering inspections at the workplace. Department managers required to give the QSC the necessary support,full access to operations,freedom of actions and authority to make recommendations that could establish conformity.

C) Investigations

Purpose - To establish, implement and maintain program to record, investigate and analyze incidents in order to:

Determine underlying OHS deficiencies and other factors that may cause contributing to occurrence of incidents.

Identify the needs of corrective actions.

Identify opportunities for preventive action

Communicate the results of such investigations.

The investigation shall be performed in a timely manner

The results of incident investigations shall be documented and maintained

Frequency - For each incident or accident involves or personal injury is submitted, an investigation has to b carried out by the QSC. Any significant findings found during a routine inspection may also be investigated.

Flow - Investigations shall be conducted with the following in mind:

To identify and reduce unacceptable risk: and

To recommend and remedial action to prevent occurrence of such accidents,incidents,injury and damage in future.

The investigation team shall co-ordinate and facilitate a multi-departmental meeting, if required to discuss the details of the event. The departmental representatives will provide the expertise relevant to the investigation.

Interim meeting shall be be conducted to discuss the progress  of the investigation.

The investigation team shall request written statement from some or all the personnel involved and/or associated with the accident/incident.

The investigation team shall interview the persons involved in the accident,eyewitness,first-aider and other personnel as and when is necessary.

All documentary evident (photos,videos,written statement )shall be uploaded into the incident reporting systems.

D) Audits

Purpose - Internal audits are carried out to determine whether the management system and ground operations are

Satisfying stated operational needs.

Delivering the desired levels of operational safety and security

Identifying undesirable conditions and areas that require improvement.

Identifying operational hazards

Conforming to the company's quality & management system requirements

Controlling operational risks.

Frequency - Internal audits are conducted annually. Auditors are not allowed to audit his/her own department thus, cross-site audits are performed.

Flow - The assigned auditor shall design the audit schedule,audit criteria,methods,responsibilities and requirements fro conducting the audit. Once a date and time is confirmed, the auditor sends a checklist to the station that is to be audited. This checklist states the description of the scope and purpose of the audit,the audit program/schedule and the list of procedure,processes,documents etc that will be audited.

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Description:
- To identify hazards, they are employed 3 different platforms where risk can be identified, analysed, mitigated and controlled. The 3 platforms for risk identification are Reactive Platform. Any hazard or near miss that has the potential to cause damage or injury or that threatens the organization's viability should be reported so that timely actions can be taken to improve safety; other staff could learn from the report and improves on its inherent defences.

Reporting flow:
1) Incident report received from flight operations and maintenance operation relating flight or ground incident r accident and safety reporting through hazard reporting are received through employee's confidential self reporting systems to report all hazards.
2) If the report does impact safety, the manager will remove the identity of the reporter and submit the report to the respective Safety, Health , Environment & Quality committee for analysis. This hazard report will be recorded for the future trend analysis.
3) The Safety, Health, Enviroment & Quality committee (SHEQC) will analyse the safety hazard report and determine the appropriate action,which includes conducting HIRA t mitigate the risk. They will keep a centralise registry records on all HIRA raised within their division. The outcome of the analysis will be disseminated through toolbox briefing or video broadcast systems through the notice.

Purpose
-Identify the needs for corrective action
- Identify opportunities for preventive action
- Identify opportunities for continual improvement
- Communicate the results of such investigations

Hazard Reporting

-Designate as "significant health and safety hazards for the activities that could either directly or indirectly lead to injury or illness.
- Review the list and update it if necessary whenever there are any changes that affect the current OHS hazards.
-Review the list of OHS hazards, verify their applicability, make appropriate amendment and inform Management.

Communication, Participation and Consultation

Purpose
Relay of information to the respective stakeholders.

- Internal communication between the various department/sections and levels.
-Participation of employees by their involvement in hazard identification, risk assessments and determination of controls
-Participation of employees by their involvement in incident investigation, OHS Policy and objectives.
-Communicating with contractors and other visitors.

Performance Measurement and Monitoring

The performance shall be measured against the objective and targets set to reduce,monitor and control.
The performance measurement parameters/indicators are classified under proactive and reactive measures and are namely, KPI measures for bonus plan, key risk indicators, monitor actions to comply with regulatory requirements and actions to promote safety. Reactive measures which are input from various sources and reported to Management for specific actions. KPI measure for bonus plan are set based on number of MOM re portable Injury and number of aircraft damage incident.
Key risk indicators are set for vehicle incidents and Non MOM re portable injuries. Actions to monitor compliance with regulatory requirements include training,medical surveillance, communications, inspections, meetings etc as prescribed in the regulatory requirements. Proactive measures which is input from employee surveys and reported management for high level actions. All the performance measure indicators which form part of the objectives and targets shall be reviewed and analyzed to find the OHS trend withing the organizations.

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Organisation Management Manual (OMM)

The OMM consist of
- Company Policies
- Manuals and Procedures
- Company Objectives
- Results of Audits, Inspections and Investigations
- Corrective and Preventive Action
- Management Review

Emergency Response Plan (ERP)

The ERP consists of
- General information
- Duties and responsibilities (of each individual personnel)
- Infrastructure (of the ERP Committee)
-Emergency Response Process
- Checklist and Direction for Different Scenarios
- Basic 'First- Aid' Principles
- Blank Forms
- Press Statement (Templates/Examples)
- Training & Exercises (to evaluate and ensure the efficiency of the ERP)
- Contacts of Appropriate Authorities.

Operational Documents:

Ground Operations Service Manual (GOSM)

There is one single GOSM for all staff throughout the whole of dnata. It contains operational business ethics in accordance with the company's policies, objection and SOPs. It defines how we conduct our business. Staff are required to be be familiar with GOSM and are to perform thier function accordingly. The GOSM also contains many cross references to other manuals, process descriptions, checklist etc.

The GOSM consist of -
-Operational Planning
-Control and Administration Procedures
-Standard Operating Procedures
-Requirement and limitations for various fields of operations

Local Operations Manual (LOM)

The LOM consists of-
- Local Policies
- Location specific information and specifications not covered in the OMM or GOSM
-Location specific airport regulations  and restrictions.
-Location specific operations planning,control and administrative procedures.
-Local specific procedures ( aircraft handling, passenger and crew services , ramp services etc.)
- Deviations to the superior manuals.

The Manager and QSC work together with their respective aerodrome management to fully understand local operating procedures.The collected date is then complied and is input into the LOM in accordance with procedures stated in the GOSM.

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A) Accountable Executive

Name: Mark Edwards,Chief Executive Officer, dnata Singapore Pte Ltd

- Mark Edwards serves as the Chief Executive Officer of dnata Singapore Pte Ltd. Mr. Edwards served as the Chief Executive Officer of Singapore Operations at Dnata since June 30, 2012. He served as Managing Director of ASIG Europe at Aircraft Services International Group, Inc. He served as Senior Vice President of Aircraft Service International Group (ASIG). He joined dnata in June 2012 and has more than 30 years experience in the aviation industry. He has worked in some of the world’s busiest airports, including London Heathrow and Gatwick, Munich and Bangkok.

Role and Responsibilities

The responsibility of an organization's CEO are set by the organization's board of directors or other authority, depending on the organization's legal structure. They can be far-reaching or quite limited and are typically enshrined in a formal delegation of authority. Typically, responsibilities include being a decision maker on strategy and other key policy issues, leader, manager, and executor. The communicator role can involve speaking to the press and the rest of the outside world, as well as to the organization's management and employees; the decision-making role involves high-level decisions about policy and strategy. As a leader of the company, the CEO or MD advises the board of directors, motivates employees, and drives change within the organization. As a manager, the CEO/MD presides over the organization's day-to-day operations.The term refers to the person who makes all the key decisions regarding the company, which includes all sectors and fields of the business, including operations, marketing, business development, finance, human resources, etc. The CEO of a company is not necessarily the owner of the company.

B) Safety Manager

Name: Alston Chong , Safety Manager at dnata Singapore Pte Ltd

Roles and Responsibilities
-Has overall responsibility and accountability for the implementation and maintenance of OHSMS throughout the organization.
-Has overall responsibilities and is accountable for ensuring operations are conducted in accordance with the applicable and standards.
- Maintaining the OHS Manual and System procedures
-Recommending objectives and targets of approval
- Developing and managing the safety audit and training system and a suitable safety related Risk Management system.
- Coordinating the Safety,Security and Environment awareness training for all staff and maintaining records of such training.
- Acting as the health and safety Management
- Such other duties as assigned by higher department,

C) Safety Review Committee (SRC) or similar Committee.
- Safety Committiee
All Accountable  Manager ( Committee Chairman) , Qualiy and Safety manager, Deputy Quality and Safety Manger.
The safety committee makes recommendations and discusses issues in regard to the company safety policy and objectives.They are responsibible for the establishment and implementation of the Safety Management System (SMS) and work together to sustain and further improve the SMS. They also provide strategic direction to the Safety Action Group (SAG) as and when required.

D) Safety Action Group (SAG) or similar Committee.
- Safety Action Group
Chief Inspector , Sales Manager , Supply Chain Manager , Facilities Manager , Senior Business Process & Systems Manager.
Each member of the Safety Action Group are tasked to oversee and manage their respective department's operational safety.
They identify hazards and analyse risks during daily work activities to minimize the chances of accidents, occurrences and incidents.

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A) Safety Policy
We are committed to achieving the highest possible safety and security standards for our customers, their passengers, our employees and facilities. At several of our locations, we’ve been the first provider to achieve the IATA Safety Audit programme for Ground Operations (ISAGO) accreditation. We maintain our ISO certification, and our dnata-specific Integrated Management System (IMS) aligns all of our businesses to one common system.The dnata IMS is a tool to help all areas of the company’s operations control risk and deliver high performance, consistently. Its 10 elements support the core process for continuous improvement: Plan, Do, Check, Act. Our safety initiatives, training and approach to people are industry leading. Combine all these and we’re well on track to achieving our safety vision of having a culture where all of our people possess the skills, knowledge and confidence to work safely, feel respected and are engaged in helping everyone stay safe.

B ) Safety Objective
One Safety

At dnata, safety is everyone’s responsibility.

In 2013 dnata launched ‘One Safety’. In its early stages, One Safety worked to shape our organisational culture and make safety top of mind for every person within the company. Today, One Safety has evolved into a more robust system of standards, policies and procedures to help us achieve ‘Goal Zero’. Through the elimination of unsafe acts and conditions, we can control workplace hazards, and ensure everyone gets home safely every day.

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Dubai National Air Transport Association commonly known as dnata is an Emirati airport services provider which provides aircraft ground handling, cargo, travel, and flight catering services across five continents.

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Accountability Scale : Reporting Culture
Learning Culture : Continuous Learning

A) Beliefs

The employees are regarded as sources of critical information to prevent recurrence of safety event. These reports are investigated and systemic solutions are implemented. As such, employee in management trust is high and safety-related performance is strong. Work and revenue comes first. As a service provider, there's always a need to please customers.

B) Values
The company includes safety performance for work injury and aircraft incident as part of its key performance indicator. Monitoring and measuring success through a safety governance board structure that sits at all levels of our organisation .Safety & Security, Service Excellence, Imagination, Performance Driven, Delighting Customers, Respect.

C) Biases
An incident at air side, where the aerobridge operator had mishandled and misaligned the aerobridge and cause a dent to the aircraft. Staff was immediately suspended from work and subjected to disciplinary action where he was finally dismissed from service. Staff was never given the opportunity ti explain. The company should investigate and interview him regards to the incident.