SECURITY MANAGEMENT SYSTEMS (SeMS) • THE WAY TO QUALITY

AIRPORT SECURITY 2013 CONFERENCE IN PRAGUE

JOHNNIE MÜLLER

SECURITY DIRECTOR, COPENHAGEN AIRPORTS

INTRODUCTION

A joint project in which both Security managers and employees participated

SeMS for both Security Management, employees and Danish CAA

Developed and implemented SeMS in 2011 - 2012

KEY POINTS

INTRODUCTION

OUR CHALLENGE

1

New regulatory requirement needs to be implemented in the operations

The regulatory requirement is communicated to about 60 managers. The managers need to understand the regulatory requirement

It must then be communicated to all employees (more than 900). The employees need to comply with the regulatory requirement

2 3

How do we ensure • An efficient

process • Consistent

communication • That 900

employees received the information and are able to execute the right procedure at the right time

Acknowledge lack of consistency in the level of quality

INTRODUCTION

EU 300/2008 article 12

Systematize and document quality

Ensure a high level of professionalism

Ensure compliance with regulatory requirements

THE IDEA BEHIND SeMS IN CPH

Systematically develop procedures with an eye for improvement

PROCESS

A part of the overall CPH strategy

The system is build on ISO 9001 principles

Alignment of expectations with Danish CAA

On-going monitoring of implementation

Organisational involvement at all levels

Mapping security processes

Software application – “D4 Infonet”

THE SYSTEM ITSELF

New thinking – New structure

FROM INSTRUCTIONS TO PROCES-ORIENTATION

Before: Instructions for all assignments (paper based)

Four main processes

KIS – ”Keep it simple” – process orientation

CONTENT OF SeMS

PROCESSES Description and correlations

INSTRUCTIONS

Document management, work instructions

REGISTRATIONS & IMP Management evaluation, training, validation of processes, internal audit results, tests, deviations, preventive and corrective actions

QUALITY HANDBOOK Policy and objective, descriptions of Security, functions and responsibilities (templates, definitions etc.)

PROCESSES

4 main processes

1) Administrative

processes

(training and

projects, ID-card

office)

2) Access Control

3) Screening

4) Surveillance and

patrolling

SeMS COCKPIT

Velkommen, Johnnie Müller

INDEPENDENT MONITORING PROGRAMME (IMP)

Approved by authorities

Covert tests conducted by selected employees and external company

Audit conducted by Security and CPH Quality Department

Volume of tests

INDEPENDENT MONITORING PROGRAMME (IMP)

Tests results

on following

processes:

1) Screening of

persons

2) Screening of

cabin baggage

3) Hold baggage

screening

4) Screening of

vehicles

SeMS BENEFITS

Make recommendations to Security Management for improvements

Fully updated processes and work instructions

Continuous measurements of quality outcomes

Processes and work instructions are updated throughout the whole organisation at the moment they are released (real-time)

Efficient tool to identify findings and thereof initiate actions

A joint project which generates ownership, commitment and influence from management and employees

Transparency – CAA has real-time online access to system

LESSONS LEARNED

Develop the system in cooperation with relevant authorities

Align expectations with relevant authorities

Ensure ownership throughout the whole department

Operational involvement and responsibilities for processes

Allocate proper resources to Independent Monitoring Programme in order to ensure a valid amount of tests etc.

WHAT’S NEXT STEP IN SeMS

SeMS

•Continuous development

using alternative media e.g.

animation, video clips and

sound files

•Increase availability through

mobile phone

•ISO 9001 certificate

Focus on our quality and processes

Objective: Aim for high quality

Initiatives: Security Quality Management System, LEAN processes, optimizing waiting time, efficient and optimal processes

QUALITY

MANAGEMENT

SERVICE

Initiatives: ”Next Step project” and ”Zero Growth project”

Focus on our employees and managers

Initiatives: Training, “3-2-1”, “KRAV”, service concepts

Objective: Our employees must provide World Class Service and ensure an excellent beginning of any journey

Focus on being service-minded in our customer approach

Objective: Aim for inspirational, modern, present and executional management

ESSENTIAL ELEMENTS WITHIN SECURITY

SKYTRAX AWARD 2013

BEST AIRPORT SECURITY PROCESSING

Q & A