why good customer service is good for security - ICAO

why good customer service is good for security - ICAO

WHY GOOD CUSTOMER SERVICE IS GOOD FOR SECURITY JOHNNIE MÜLLER SECURITY DIRECTOR, COPENHAGEN AIRPORTS I C AO SY M P O S I U M O N I N N OVAT I O N I ...

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WHY GOOD CUSTOMER SERVICE IS GOOD FOR SECURITY

JOHNNIE MÜLLER SECURITY DIRECTOR, COPENHAGEN AIRPORTS

I C AO SY M P O S I U M O N I N N OVAT I O N I N AV I AT I O N SECURIT Y

SERVICE AND EFFICENCY Increased complexity in Security throughout the years

Approach with focus on Service and Efficiency

SERVICE AND EFFICIENCY – OUR HYPOTHESIS

Service

Efficiency

Less stress for passengers and employees

= better Security! • Employees can be fully focused on their task – clear, simple procedures • Relaxed passenger s makes gives more time to focus on unusual behaviour

SERVICE – WHAT WE DID Focus on our employees and managers Together we create satisfaction, motivation, pride and accountability Initiatives: •

Next Step – further development of managers



Service as part of the recruitment concept



Specific service training for all security staff



Security Service Concept – 3-2-1



Scandinavian employee goods with competitive salary and training



Focus on the working environment at the check points and break rooms (daylight, space, acoustics, materials, ergonomics)

EFFICIENCY – WHAT WE DID Focus on our operations and processes • Implementing LEAN processes • Benchmarking • Smart implementation (first followers) • Systematically develop procedures with an eye for improvement • First class environment for passengers

RESULTS • Passed latest EU Inspections in 2012 and 2013 • Security Quality Management System shows high quality levels • Employee Satisfaction rates high (participation of 93% in the latest survey) • Passenger Satisfaction rates high (based on more than 100.000 passenger interviews per year) • Best Airport Security Processing – Skytrax Awards 2013 & 2014 • Awarded Europe’s Most Efficient Airport 9 times in the past 11 years

Q&A