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Quality management
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Quality management - Reason and status quo
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Quality is what our customers demand and expect. To meet these demands and expectations we have had a DIN EN ISO 9001 quality management system in place in our operational and technical operations since 1996.
- Why did we decide to implement a quality management system? The management decision to launch and maintain a quality management system in compliance with the internationally recognized DIN EN ISO 9001 standard has inspired trust and recognition on the part of our customers and reaffirmed the FMG Group's strong customer focus and enthusiasm for innovation.
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What have we achieved?
By introducing our quality management system we created the basis for a continual process of improvement to meet our customers’ expectations now and in the future.
The launch of a supplier evaluation system in the Engineering Services division improved the interfaces to our external suppliers, thus positively impacting the quality of the services provided by them.
The regular assessment of customer satisfaction by the marketing department in cooperation with the complaint manager provides a solid basis for identifying quality problems and enables us to take targeted action to eliminate them.
The participation of FMG in the Airport Service Quality Programm (ASQ) of the Airport Council International (ACI) has given us access to a larger and more extensive pool of data. We also receive regular feedback on the success of the measures we implement.
The introduction of a quality management system has also enabled us to analyze our internal processes and carry out specific improvements. For this purpose, ambitious goals have been set in the divisions. They are subject to constant monitoring and review in the form of quality standards. This enables us to compare the perceptions of our customers to the objectively measured process performance.
The creation of extensive process documentation and the introduction of a regular reporting system serve above all to improve internal communication and increase legal certainty within the company.
According to a recent survey, Munich Airport currently ranks Number 1 in Europe and Number 3 worldwide (source: Skytrax). A key factor enabling us to achieve these excellent results is the continual verification and improvement of our processes and their interfaces within the framework of the quality management system. -
What do we mean by quality?
For us, quality is the core competency with which we compete in the market and position ourselves through quality-based characteristics.
But we do not define quality as the highest performance standard achieved by our products or services, but rather as what is expected by our customers: the airlines and their passengers.
Quality is relevant to our thinking and actions in all areas and is a contributing factor to the success of Munich Airport.
Quality management is an integral part of all processes as well as management activities, and applies not only to operational and engineering services, but also focuses on the management processes as a key factor for the airport's efficiency and strategic direction. -
What do we plan to achieve in the future?
In our quality management activities we are constantly in search of new and innovative solutions to optimize our processes.
Consequently, we are currently working on a document routing system through our in-house Intranet system to enable us to make documentation – and thus our knowledge – available to even more employees in the future.
To permit even more intensive analysis of the processes, we have scheduled the launch of a process visualization and analysis tool for 2007.
The focus of our other measures is primarily on working with the staff involved in passenger and aircraft handling to ensure and improve the quality of processes and services to meet our objective of becoming Europe’s most efficient and attractive hub airport by 2010. -
How is our quality management system structured?
Quality management today encompasses operational and engineering areas at Munich Airport and in the FMG Group (e.g. ground handling, fire department, passenger services, etc.) that involve close customer contact, and at FMG’s subsidiaries (EFM, Cargogate).
Comprehensive QMS leadership is positioned in a five-person management unit within the Traffic and Engineering division.
To bolster our team we have designated quality officers and entrusted them with the implementation of the quality management system in all areas.
To maintain our certified quality management system we have established our own internal auditing system compliant with DIN EN ISO 19011 in addition to the mandatory annual external audits. We utilize qualified internal auditors who audit the certified areas under an annual auditing schedule.
Our intensive cooperation with the environmental, safety and complaint management system as well as the health and safety unit enables us to make effective use of the available synergies. Related info:
Complaint management system
