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6. Enhancing & expanding the business a) Striving for operational excellence From the very beginning of the airport‟s operation, the Cargo Development Department became the facilitator and guarantor of all necessary adjustments and modifications of cargo procedures amongst the airport‟s cargo community members. This approach has led and still leads to the enhancement of physical and document flows of cargo, the latter being an important prerequisite for the attraction of additional traffic through the airport.  Enhancing Cargo Handling Quality Aiming to set objective standards in regards to the quality of cargo handling at AIA, Cargo Development Department and the Airport Cargo Community Committee have set up a flow monitoring scheme, which addresses the velocity of physical and document flows for each individual freight and mail handler. The resulting Minimum Service Delivery Standards are the forerunner of the Cargo Key Performance Indicator, which was introduced later and attempts to evaluate apart from speed, the overall handling activity. Setting Minimum Service Delivery Standards (MSDS) The initial question that needed to be addressed was how swiftly cargo handling can be performed at AIA. This led to agreement on establishing certain service categories, e.g. the transport of cargo or the relevant shipping documents from the aircraft to the cargo terminal. Following monitoring by AIA for a long period, the processed results were once again presented and discussed with relevant parties before setting and agreeing upon minimum service delivery standards. In case results in certain service categories fall to a below standard level, corrective actions are discussed and then implemented by the relevant cargo handler. The MSDS for inbound cargo have been incorporated into the Freight & Mail Handling Agreements which were signed with the cargo handlers in 2008. This renders AIA as one of the few airports that actively enforce and monitor delivery standards in cargo handling, thereby illustrating its commitment to air cargo operations and its development. Applying an overall Performance Index (Cargo-KPI) Following the implementation of the MSDS, efficiency and quality of the overall Cargo Handling performance should be determined. Further consultation with the page 7