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https://www.dnata.com/en/about/safety
https://rospaworkplacesafety.com/2013/01/21/what-is-a-risk-assessment/
https://www.dnata.com/en/about/global-management
https://www.dnata.com/en/about/financial-performance
https://www.icao.int/APAC/Meetings/2015%20APRAST6/07%20-%20SIN_SPM%20Presentation.pdf
http://aviationsafetyblog.asms-pro.com/blog/5-essential-safety-performance-monitoring-tools-in-aviation-sms

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AFTER EVALUATION OF SAFETY CULTURE

Accountability scale: Reporting Culture

The personnel are the main source of essential information to determine the root cause of the incidents, so that measures can be taken to prevent reoccurrence. This also aids in identification of areas 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.

Reporting Culture

•The employees are regarded as sources of critical information to prevent recurrence of undesirable safety events

•Effective mechanisms exist for employees to report latent systemic failures as well as individual errors

•These reports are investigated and systemic solutions are implemented

•Thus, employee-management trust is high and safety-related performance is strong

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 so anonymously, which allows the organization to recognize existing problem areas and efficiently formulate safety innovations as mitigating actions. Everyone in the company is educated by means of SMS trainings and the like, to promote awareness and encourage everyone to do their role in the company’s goal to achieve the safest working environment possible.
Finally, in the case of an organisation that is in the state of 'transformational learning', the organisation would already have a system in place to prevent errors and be proactive in minimsing the probability of errors across the organisation such an organisation would also be recognised among its peers as one that leads in safety innovations and shares safety information freely

Evidences & Observations
In 2013 dnata launched ‘One Safety’ campaign providing sunscreen for staff, new vest and boots etc. In its early stages, One Safety worked to shape their 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’.

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Purpose

Performance monitoring basically involves ongoing (real-time) collection of safety data metrics that indicate the health and progress of an aviation risk management program. It is also used to ensure that key safety goals are achieved.
S

Indicators

Develop a package of SPIs to manifest and measure the State’s

safety performance

SPIs pertaining to safety related outcomes

Accidents, serious incidents, incidents, non-conformances, etc

High Consequence & Lower Consequence SPIs

Aggregate SPIs for each aviation service provider sector

Frequency

Anually.

Flow
Anually  corrective actions will be determined, taken and followed up with the monitoring showed that affect safety to an unacceptable extent; coordination with relevant units/organisations should take place wherever necessary; the indicators and their evolution should be documented as well as actions taken and their results.

Monthly Occurrence and Non-conformity report

Monthly Recordable Injury Report

Cuts or lacerations that require staples or sutures

Foreign objects that are embedded deep within the body and require extraction using medical tools

Strains, sprains or dislocations that require casts.

Number of cases: accidents and incidents per movement per FBO [number/movement/year]*1000

Number of proactive safety reports

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Audits

Purpose

The purpose of an audit for an independent third party to examine the financial statements of an entity. This examination is an objective evaluation of the statements, which results in an audit opinion regarding whether the statements have been presented fairly and in accordance with the applicable financial reporting framework

Frequency

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

Flow

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Investigation

Purpose

When an employee makes a complaint, either through the company’s hotline, verbally to his or her manager or through any other avenue, it’s important for the company to start the internal investigation process quickly. If you’re involved in handling internal investigations for your business, there are steps and tools that can improve your effectiveness in managing all parts of an internal investigation.

Follow Workplace Policy

Determine if Further Investigation is Necessary

Assign Investigator(s)

Create a Plan of Action

Collect Evidence

The Final Report

Take Action

Follow Up

Frequency

Form that involves an accident, incident or personal injury is submitted, an investigation has to be carried out. Any significant findings found during a routine inspection may also be investigated.

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Inspection Process

Purpose

inspection process is on finding defects, rather than solutions, which can divert the inspection meeting time. The inspection process is conducted by dividing an entire deliverable, such as the Requirements Definition, into manageable pieces that can be optimally inspected in a meeting time of two hours.

improves productivity by correcting defects early and preventing costly rework,

provides designers/programmers with immediate corrective feedback,

prevents perpetuation of errors in subsequent iterations of the development process,

makes participants more knowledgeable of the system at an earlier time frame,

provides findings that can be used to improve the software development process early in the project.

Frequency

For each form that involves an accident, incident or personal injury is submitted, an investigation has to be carried out . Any significant findings found during a routine inspection may also be investigated.

Flow

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Delivering effective safety assurance relies on several useful properties:
• It can be given and it can be received
• It is dynamic, rather than static
• It combines information (preferably from several sources) and assessments (expert judgements)
• It requires either actions, or a positive decision that no action is needed
• It can apply at different organisational levels and both internally and externally
• It addresses risks, processes and behaviours

Risk Assessment

Purpose

To assess potential risks when new hazards or operational obstacles are identified. It enables the Quality & Safety department to identify, mitigate and/or control risks till it comes down to an acceptable level risk assessment is a term used to describe the overall process or method where you:

Identify hazards and risk factors that have the potential to cause harm (hazard identification).

Analyze and evaluate the risk associated with that hazard (risk analysis, and risk evaluation).

Determine appropriate ways to eliminate the hazard, or control the risk when the hazard cannot be eliminated (risk control).

Frequency

Risk assessments are carried out every 2 years or when there is a significant changes in work procedure or practices.

Flow - After a risk is identified there will be a flow chart to follow through

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Safety reporting systems are used to manage the data surrounding accidents and injuries in the workplace and among clients of the organization. Each reporting system is customised to fit the industry and the organization. Common elements reported in safety reporting systems relate to the event, including date, time, nature of the event, cause, injuries, name of injured parties, description of the event, location, witnesses, medical care required and mitigation.

Accidents & Incidents
When an employee witnesses or is involved in an incident they must report it to their immediate supervisor, HR department (personally, in writing or by phone if the accident occurred remotely) or through an online system if applicable, within one week. If the employee anticipates an accident due to perceived negligence or inadequate safety, they must notify their supervisors or HR department as soon as possible so the accident can be prevented.

Depending on the incident, official forms may have to be completed and submitted.

The accident and any sustained injuries must be recorded to an accident database or file.
The employee who reported the accident has to cooperate if called in for questioning to provide details needed. As a general rule, the employee must provide information in the incident report as accurately as possible on the following:

The place of the accident

The date and time of the accident

The people involved or injured

Their position or involvement in the accident

Their actions immediately after the accident

Purpose:

Employee Suggestion or Idea for Improvement

Understanding the importance of having a strong company culture through feedbacks from staff through forms require from the HR or duty managers. By this, company will assist in reducing the risk and provide better environment through the eyes of the employees.

Improvement of process or procedure

Solution for an operational problem

Simplify , speed up or make safer of working methods or behaviour

Purpose:

Hazard Reporting

Hazards in the workplace may be reported in a number of ways:

a verbal report to a supervisor

completing a Hazard Report form

raising the issue at a staff meeting.

Hazard report forms are a common way of reporting hazards. The completed forms help ensure that appropriate action is taken and that an appropriate record is kept. It will describe:

the nature and location of the hazard

who it was reported to

what action was taken

whether it is fixed.

Purpose:

Performance Measure

performance measurement parameters/indicators are classified under proactive and reactive measures and are namely, KPI measure 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 reportable Injury and number of aircraft damage incident.
Key risk indicators are set for vehicle incidents and Non MOM reportable 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 to Management for high level actions

Actions to promote safety include safety campaigns, hazard reporting, safety quizzes, PCEO award for positive safety act/projects, good job card etc.

All the performance measure indicators which form part of the objectives and targets shall be reviewed and analyzed to find the OHS trend within the organization

Purpose:

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Etablished in 1959 in Dubai, UAE, with just five employees.

Vision: To be the world's most admired air services provider.

Mission: To deliver the promises its customers make.

Values: Sharply focused on safety, being performance driven, service excellence, delighting customers, and crucially, imagination and respect

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Accountable Executive:

Who? - Gary Chapman
Appointment - President of Dnata
In his current role - President (Group Services & dnata), Emirates Group - he is responsible for the global operations of dnata, the leading air services provider employing over 38,000 people with businesses in over 80 countries worldwide, as well as a number of other associated company businesses within the Emirates Group.

as the Accountable Executive, the General Manager (GM) heads the Safety  management System (SMS) and monitors the Company's safety policies, objectives, goals and performance indicators.

The Accountable Executive also delegates duties to the respective members of the Safety Committee (SC) and updates them regarding their tasks, as and when needed.

Safety Manager:

Who? - Mark Gibb
Appointment - Senior Vice President of Safety & Standards

Mark is responsible for dnata’s safety culture globally and the company’s One Safety programme.

The Safety Manager works closely with the GM in relations to Workplace Safety and keeps the GM updated about all safety matters at the workplace.

Develops and maintains a safety database that consists of occurrence/incident reports, investigations and safety surveys.

Gives ideas for corrective actions and ensures that the corrective actions are carried out and are working as planned.

Safety Review Committee (SRC) or similar Committee:
Name - Safety Committee
-  Steve Allen
-  Rashid Al Awadee
-  Allan William
-  Ronald Pritchett

Appointments -
-  Senior Vice President
-  Vice President
-  Supply Chain Manager
-  Senior Business Process & Systems Manager

The Safety Committee makes recommendations and discusses issues in regards to the Company's safety policy and objectives.

They are responsible 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.

Safety Action Group (SAG) or similar Committee(s):
Name - Safety Action Group
Who ?

- Emma Deanne
-  Charles Delloway
-  Caleb Hiltgen
-  Kevin Ennis

Appointments -
-  Chief Inspector
-  Project Management Office (PMO) Manager
-  Sales Manager
-  Facilities Manager

Each member of the Safety Action Group (SAG) are tasked to oversee and manage their respective department's operational safety.

They identify hazards and analyse risks during daily work activities to minimise the chances of accidents, occurrences and incidents.

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Dnata is one of the leading cargo services operators in the Middle East. Consequently, the region has grown and emerged as a vital hub for the commercial activities especially in cargo and logistic services. The company is adopting a culture of excellence in customer services. Thus, Dnata cargo has grown at both levels at regional as well as global. They continue to set pioneering standards and practices in the industry (Delivering world-class solutions to the Cargo industry)

Accountability Scale: Reporting Culture
Learning Scale: Continuous Learning

•In contrast, an organisation that is deemed to be in 'continuous learning', creates systems (structures, processes, and people) that not only capture learning opportunities, but also implement solutions that address broad systemic issues

a) Beliefs -
Work and revenue comes first. As a service provider, there's always the need to please customers. The employees are regarded as sources of critical information to prevent recurrence of undesirable safety events.

b) Values - Safety & Security, Service Excellence, Imagination, Performance Driven, Delighting Customers, Respect.

c) Biases - An incident occur when a ramp handling staff was assigned to tow flight EY473 to a specfific gate assigned by the controller. When arrive to the gate it was another flight handling departure and was thought to be a miscommunication mistake. Staff went to call up the supervisor to check and it was mistakenly spoken to be another gate which is on the other pier. Due to that staff came in late with the aircraft and a delay announcement has to be made by the ground handling agent. Actions were taken against the staff and got suspended as well as performance bonus got affected without the company investigating the whole case. The mistake was clearly a wrong information given. Dnata company did not chose to cover their own staff.

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Organisation Management Manual (OMM)

The OMM is the main manual within the manual of Dnata Pte Ltd. As the OMM is the basis for the management system, Management Personnel, Quality & Safety Managers (QSM), Quality & Safety Coordinators (QSC) and Training Coordinators (TRC) use it as referral or guide to carry out their daily job functions. It also acts as the foundation for the company's ISO 9001 and International Standard for Business Aircraft Handling certifications. The OMM ensures that leaders of the company are in line with company policies and safety requirements. As such, staff working under these leaders are not poorly managed or misguided and do not stray from the company's beliefs.

The OMM consists of -

Defined lines of responsibility and accountability throughout the organisation

A description of the overall philosophies and principles of the organisation with regard to safety, referred to as safety policy.

The identification of aviation safety hazards entailed by the activities of the organisation, their evaluation and the management of associated risks, including taking actions to mitigate the risk and verify their effectiveness.

Maintaining personnel trained and competent to perform their tasks.

Documentation of all Management System key processes, including a process for making personnel aware of their responsibilities and the procedure for amending this documentation.

Emergency Response Plan (ERP)

The ERP serves as a procedural guide in the event of an aircraft crash or major incident such as an aircraft hijacking ,a bomb threat or a hostage-taking situation. This events could potentially disrupt the company's operations. Personnel who have a role in the emergency response plan shall be trained in their role in accordance with the company's Training Manual.

The ERP consists of -

General information

Duties and responsibilities (of each individual personnel)

Infrastructure (of the ERP Committee)

Emergency Response Process

Checklists and Directions for Different Scenarios

Basic 'First-Aid' Principles

Blank Forms

Press Statements (Templates/Examples)

Training & Exercises (to evaluate and ensure the efficiency of the ERP)

Contacts of Appropriate Authorities

Operational Documents:

Ground Operations Service Manual (GOSM)

It contains operational business ethics in accordance with the company's policies, objectives and SOPs. It defines how we conduct our business. Staff are required to be familiar with the GOSM and are to perform their function accordingly. The GOSM also contains many cross references to other manuals, process descriptions, checklists etc.

The GOSM consists of -

Operational Planning

Control and Administration Procedures

Standard Operating Procedures

Requirements and Limitations for Various Fields of Operations

Local Operations Manual (LOM)

The LOM replaces several stand-alone documents and makes it easier for staff to look things up. It is a reference manual for all staff at their respective locations.

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

They work together with their respective aerodrome management to fully understand local operating procedures. The collected data is then compiled and is input into the LOM in accordance with procedures stated in the GOSM.