Ground Support Worldwide - 16

COVER STORY

GOING DIGITAL
By Walker Jaroch
and we have two key focus areas, a safe place
and a safe behavior," Crozier says. "I will
say to meet specific customer requirements,
and the latest regulation changes, we consistently drive and focus on culture as a key
enabler to ensure safe operations.
"We look for automation," he continues. "We look on connection and interface
between the HR and document management systems to make sure whenever an
employee is starting their shift, they can
quickly access the latest bulletin, read them
and potentially ask questions if they are not
clear with the assignment."
Crozier adds that for employees who have
been away from the job for a week or more,
dnata has a policy that when the employee
returns, they are given time to catch up on
the latest news and be briefed by team leaders and supervisors.
Being worldwide, though, returns to the
challenge of balancing industry-wide and
regional regulations and standards. It's a
challenge the entire ground handling industry faces, Gamba says.
"The trickiest aspect of all, by far for a
ground handling service provider, is when its
employees are subject to different standards
and practices from different airlines at a given
airport. This includes questions of how many
cones should be around the aircraft, how
chocks must be set in place, and how many,
for example. That makes consistent training
quite difficult," explains Gamba.
Striking between the two is dnata's own
manual for their employees - the minimum
standard that the company expects its workers to follow.
"It's a set of documentation starting with
process maps, SOP, work instruction and
training materials. These frameworks are
being built with all of our SMEs across the
network. We've invested a lot of time and
effort with an aim to set high minimum standards for dnata. Of course, those minimum
standards are IATA compliant and ISAGO
compliant, but also bring in the best practices
we see from each country," Crozier explains.
He continues that dnata maintains a
global framework, built on 80 percent of
global requirements with the remaining 20
percent addressed through local operating
procedures specific to the region dnata
employees find themselves in.

16 GROUND SUPPORT WORLDWIDE

Web Manuals is making staying cur-

customized workflows and automated

rent with the latest aviation regulations email notifications when anything is
easier by way of digitizing it.

changed in a manual," says Genmark.

"Web Manuals' software makes the

The Web Manuals software caters

authoring, reviewing, publishing,

for ground handlers, as well as other

distribution and control of an entire

members of an aircraft operations

manuals library a seamless operation,

team, with all regulation and compli-

meaning users are instantly updated

ance-related information relevant to

to any regulatory changes and so can

ground handlers available digitally and

remain compliant at all times," says

in one place, Genmark adds. Regula-

Krister Genmark, Web

tions are updated in line with regulato-

Manuals' director of

ry updates, which will promptly notify

operations, Americas.

the manual owners of the relevant

Genmark says that on
Genmark

average, users save

changes that apply to their manuals.
Web Manuals can be accessed via

more than 2,400 hours per year once

a web browser and across a wide

trained as a registered Web Manuals'

range of devices. The company's most

user - with dedicated staff members

recent software update, Web Manuals

updating documents digitally and shar-

8, introduces smartphone capabilities

ing them with every other staff mem-

that are accessed via an Android and

ber instantly - as opposed to editing a

iOS app.

Microsoft Word file or Google Doc and

Web Manuals is currently being used

re-printing huge paper manuals.

by charter and wet-lease operators,

"The Edit and Author function allows

business jet operators, several global

for the writing and editing of con-

and regional airlines, maintenance

trolled flight documents in an online,

and repair organizations, training

cloud-based platform. Users can

schools, cargo and helicopter oper-

write, revise, publish, distribute and

ators. The software is scalable and

control their entire suite of documents

can be adapted to suit any company,

through Web Manuals, minimizing

regardless of size.

the number of personnel working on

"Customers can aid ground handler

separate manuals and the amount

training by making their training docu-

of back and forth - saving time while

mentation available digitally, meaning

improving quality. Web Manuals has

they can be accessed at any time,

several automated modules which

from anywhere, rather than requiring

further saves time and energy. Other

in-person training for small updates to

features include a full audit trail,

training modules," says Genmark.

APRIL 2020
Ground Support Worldwide

Table of Contents for the Digital Edition of Ground Support Worldwide
