Randall Saenz Aguero - GROUND HANDLING WORKSHOP - PANEL 2: Benefits of standards and certification for industry

GROUND HANDLING WORKSHOP AFTERNOON SESSION – MARCH, 30th

PANEL 2: Benefits of standards and certification for industry

PAINEL 2: Benefícios da padronização e certificação para o setor

Below the Wings - GOL

Below the Wings

Below the Wings StructureHow we do it?.

Contracts & SLA

QualityAssurance

Safety & Operations

ProcessesImprovement

3

§ Contracts and KPIsService ProvidersGovernance

§ Quality Programs Development.§ Audits

§ Safety Support§ W&B Support§ Dispatch issues

§ Projects implementaion§ Airports support

Below Manager

BelowSupervisors/Waders

APACS Orange Caps

Outsourced Handler

CORPORATE HUB AIRPORTS

PerformanceWhat we have achieved!

4

10

8 44

74

71

4 27

80

85

0 50 100 150 200

2017

2016

2015

2014 Quality Assurance: since 2014, our QA’sdrop the number of findings by 46%.For 2017 we expect to reduce 25 additionalpoints .

Mishanded bags: reduction of 33,5% from2014 to 2016. Our goal for 2017 is to reach 2,21 bags/1000 passengers, figure similar to asian airlines.

Ramp on time performance: waiting for data

3,64

2,69

2,42

2,17

2014 2015 2016 2017

90%

93%

95%

98%

2014 2015 2016 2017

KPIs and Safety Follow ups (weekly)

Briefings and debriefings (daily)

KPIs and Quality Follow up (monthly)

Operational Meetings (montlhy)

Senior Meetings (semester)CorporateMeetings

Executive Meetings (bimonthly)

Corporate Meetings Guideline

Handlers GovernanceHow we manage our outsourced partners.

5

AirportMeetings

To keep the quality and performance of our handlers we addopted the governance system above. Since its implementation in january 2015, it ensures close monitoring of any and every action plan alaborated by GOL and its partners,

SLA StandardsHow we control our partner’s SLA.

6

Performance KPIs- Ramp on time Performance

- Mishadled Bags-Bag Delivery

Tool

SLAs

Using our inhouse developed tool, we can keep track ofevery SLA in contract. Online.

Quality KPIs- BW Audits

- RamPex- Equipments and Readiness

Safety KPIs- QA Audits

- Safety Reports

GoalFollow UpKaizen Event

Sistema de Gestão de Aeroportos

What´s the project goal?§ Provide tool and methodologies for creation, construction and

monitoring of action plans;

§ Standardize Make up Area and Ramp processes and procedures.

SiGA Leadership Training

Application timeline

SiGA ProjectHow we improve our processes.

Airport Management System

OSD Quality and Safety Audits§ Checked items: IOSA, SMS, ANAC e GOL Policies

Pre AuditMajor operational issues

and risks surveys

AuditFollow up

Findings ReportReport is

answered byhandler with BW

support

Follow-up BelowOperational Risks Analysis

and Monitoring

QA GovernanceHow we keep quality and safety in ouroperations.

8

31% OPERAÇÕES

RFPRequest for proposal

Ramp TransitionsHow we did it.

9

Scopedefinition

ContractDraft approval

NegotiationSupport

Final BIDApproval

Transition OperationalStrategies

§ Establish governance between current provider, future handler and airport authority;

§ Detail schedule of actions and responsibilities;

§ Governance between HR, Union and future provider;

§ Preparation of disruption plans

§ Safety, mishandled bags and on time performace monitoring.

GRU | SDU | CNF | POA | VIX | UDI | MOC | CKS

On Time Baggage

Before

During

After

## %

## %

## %

## %

## %

## %

Corporate Interactions

10

Manteinance

Cargo

Airports

Supply Chain

Comercial

Cabin Crew

Operations

OSD

BELOW THE WINGS

Our partnersWho they are.

11

Others

# Stations % Network6 44%

19 34%

10 11%

1 3%

5 3%

11 5%