Since December of 2013, Finnair Cargo has been a full member of IATA’s Cargo 2000 Quality Management Group (C2K). The aim of the C2K system is to ensure transparency of freight movements around the globe, and thus enable process improvements.
Internal follow-up at Finnair Cargo is done on a weekly basis, and IATA makes the monthly results publicly available. Designated “regional C2K leads” at Finnair Cargo review the performance with handling agents each month. Finnair Cargo’s sales personnel have also begun organizing regular review meetings with C2K customers. Later this year, after a technical platform change has taken place, the idea is to publish the monthly performance results of each airport in Finnair Cargo’s network on our web pages.
Steady improvements have been made since the start of the regular C2K monitoring last autumn, but some technical bugs still need to be tackled in order to achieve results that are as accurate as possible. In addition, C2K has inspired the conception of another internal quality improvement process at Finnair Cargo. Because any deviation from the C2K road map automatically results in a discrepancy in the reports, even if the deviation has in fact been for the customer’s benefit (for example, a shipment transported on an earlier flight than originally planned), we found that a more detailed follow-up mechanism was needed.
We thus created an additional key performance reporting (KPR) system that provides both Finnair Cargo and the customer with a more profound understanding of traffic movements. KPR monitoring has thus far been implemented at our Helsinki hub, but expansion to other airports is already in the planning stages.
C2K has provided a strong base for our quality-related work, and we look forward to sharing new developments with you as the work continues.
Manager, Station & Freighter Operations