Terminal 2 and 3 seeks ISO Certification

Aims service excellence upgrade

December 2, 2009

Manila - THE Manila International Airport Authority launched government campaign to get International Standards Organization (ISO) certification for the Ninoy Aquino International Airport (Naia) Terminals 2 and 3 by signing service pacts with 13 government agencies operating in the two facilities covering passenger-facilitation process.

The International Standards Organization (ISO) is an international authority that promulgates worldwide industrial and commercial standards. Founded in 1947, the ISO has its home office in Geneva, Switzerland, and currently has 158 member-states including the Philippines in its roster.

Terminal 1 has successfully achieved its ISO certification for the 9001 and 2001 versions in March this year. In April, Terminal 1 was upgraded to the 2008 version, and so far is one of the few government institutions that was granted with such certification, according to airport general manager Alfonso Cusi.

Alfonso Cusi said securing ISO certification for the passenger facilitation process for Naia 2 and 3 would give an assurance to domestic and international travelers that they were getting quality services in the country’s gateways.

The ISO is an indication that all of Naia terminal facilities and personnel are geared toward giving its passengers an internationally recognized ritual of assistance, following a world standard.

“Today’s signing activity brings us further to our dream of achieving service excellence at all levels in all Naia terminals. Slowly but surely, we’re getting there,” Cusi said.

The Service level agreements (SLA) involves the participation of 13 government agencies operating at NAIA airport which require them to provide Service Excellence Standards to passengers.

The signed SLAs contain the so-called “service excellence standards” for passenger handling that the 13 agencies hope to raise to ISO levels in the coming months.

Every month, the 13 agencies will submit performance reports to the Miaa’s Quality Management System Committee, detailing percentage accomplishments against targets that they have committed to achieve., which they submit monthly, including their performance reports to a quality-management committee, writing in details the percentage of accomplishments against a prescribed goal.

The 13 participating agencies are the Bureau of Customs, the Bureau of Immigration, the Bureau of Quarantine, the Bureau of Animal Industry, the Bureau of Plant Industry, the Bureau of Fisheries and Aquatic Resources, the Wildlife Traffic Management Unit of the environment department’s National Capital Region office; the National Bureau of Investigation, the Overseas Workers Welfare Administration, the Commission on Filipinos Overseas, the transportation department’s Office for Transportation Security, the Philippine Overseas Employment Administration, and the Philippine Tourism Authority.

“The entire process is laborious and entails commitment to change our airport processes,” explained Tirso Serrano, Assistant General Manager for Airport Development and Corporate Affairs. “But we have done it in NAIA 1 and we are confident we will get NAIA 2 and 3 certified in no time.”

Serrano also announced that MIAA has launched its NAIA Privilege Card Program, an airport assistance scheme allowing bearers to avail of NAIA’s Meet and Assist Service. The MIAA Public Affairs Office is implementing the personalized program.

Meanwhile, the Airport Authority will introduce a Passenger Information System (PIS) to boost security at Manila’s international airport next year. PIS require international airlines heading to the Philippines to provide the airport with information on their passengers and crew two hours before they arrive, said Angel Atutubo, assistant general manager for security.

“The new system is similar to the United States and other European countries,” he said. He added that the system was already in use in Japan, China and South Korea to prevent the entry of aliens with criminal records or suspected terrorists.

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