Cargo Matters November 2017 Magazine for Customers & Partners Lead Story Quality Management at Swiss WorldCargo Industry Logistics information quality for omnichannel retailing success Contest Win a GoPro HERO Session Video Camera CONTENT Industry Editorial Logistics information quality for From Ashwin Bhat 3 omnichannel retailing success 8 Lead Story Quality Management at Swiss WorldCargo 4 Made in Aparagus From the farm in California to your table anywhere 12 Partners The “coolest” off-airport hub in Italy 14 Expert's view Network News The present and future of mail data exchange 16 New organisational set-up in the Americas 17 Contest 17 Events Event Calendar: November 2017-March 2018 19 Editor's Pick Swiss WorldCargo receives the “Belly Carrier of the Year” award at the Payload Asia Awards 2017 19 Updates Cargo Matters – Edition 3/2017 – November 2017 Swiss WorldCargo further enhances its pharma Publisher Ashwin Bhat, Head of Cargo – Swiss International Air Lines; Editor in Chief capabilities at its Zurich hub and across its Alexandra Dahl, Head of Marketing & Communications; Managing Editor Silvia Cappelli, PR & Online Communication; Distribution Manager Maria Campanella, Marketing Commu- network 21 nication; Editorial assistant for this edition Bernd Maresch, MARESCH GmbH; Herbert Aichinger, MARESCH GmbH; Adaptations Steve Elliott; Guest editor for this edition Info Guide Joachim Ehrenthal (JOE.Systems); Special thanks to Able Freight Inc., CFI Inc., Freschi & Schiavoni (Betty Schiavoni, Primo Schiavoni). From Swiss WorldCargo: Silvia Chacón- Swiss WorldCargo Bangkok: 44.49% eAWB Ramos, Mary Ensch, Hendrik Falk, Adolfo Liguori, Sumit Mathur, Chairit Manosaksaree, Da- penetration achieved, 2 turtles rescued, rin Patimeteeporn, Mambio Ravezzi, Fulvio Stolpe, Paolo Tuzzi. Production & Advertising Cora von Planta, MARESCH GmbH, [email protected]; Design Concept/Lay- 85 corals planted! 23 outing Peter Hoffmann, MARESCH GmbH, [email protected];Printing Schätzl Druck & Medien GmbH & Co. KG, [email protected]; If you wish to subscribe or unsub- scribe to “Cargo Matters”, please send an e-mail to: [email protected]; Legal disclaimer the views expressed in this magazine are not necessarily those of Swiss WorldCargo; Circulation 18'000; Annual subscription: £20.00/$40.00 TOO BAD! IF YOU MISSED ANY OF THESE REPORTS: ••• Tanzania on Way to Becoming Drone Champion ••• Volga-Dnepr Tables Plans for ‘Elephant’ Freighter ••• AF-KL – Proving to be a Missed Marriage? ••• Kudos Go to Russi In order to be fully up-to-date and well informed on air freight and logistics related matters please visit our website www.cargoforwarder.eu and SUBSCRIBE FOR FREE CargoForwarder Global is the ideal platform for advertising your company services. We offer very attractive rates and placement conditions. Contact us for our rate sheet: [email protected] CARGOFORWARDER GLOBAL News from the Air Cargo Industry Actual. Analytical. Professional. EDITORIAL Dear Cargo Matters reader, hat does quality really mean in the air cargo industry? I have Wheard industry experts asking this question many times, and the answer is never the same. Most of us would agree it is all about achieving on-time delivery and keeping the promise made at the time of booking. In addition, there are definitely many more fac- tors involved: customer care, service recovery, security, communi- cation and IT. Digitalization and data transparency are also becom- ing increasingly important. Whatever it covers, quality does not just happen overnight and by chance. High quality standards are achieved by putting in place a number of initiatives, processes and more importantly a mindset, each of which requires identification, coordination, ownership, In 2018, Cargo Matters will celebrate its 15th anniversary. For us, implementation and control. In the lead article of this issue of quality also means bringing you engaging stories. We hope you will Cargo Matters, Christian Wyss, our Head of Cargo Quality & enjoy reading this issue and we wish you a highly successful new Services, explains how Swiss WorldCargo “always puts quality first” year – we will continue to put quality first! and how his team works towards achieving service excellence. Another important aspect of quality in air cargo is that it is We care for your cargo. achieved by teaming up with like-minded partners. Take for exam- ple our long-standing RFS and ground-handling partner in Italy, Ashwin Bhat Freschi & Schiavoni: our Cargo Matters editors have visited their Head of Cargo recently upgraded infrastructure in Milan-Vignate, a best practice Swiss International Air Lines Ltd. indeed in terms of collaboration. Quality also involves data transparency. As pointed out by in- dustry expert and guest editor Joachim Ehrenthal in his article on page 10, omnichannel retailing can only kick off if logistics provid- ers are able to enhance data transparency. Swiss WorldCargo is ac- knowledged and valued as a quality carrier by our customers and the industry as a whole. This recognition drives us to constantly develop our abilities and capabilities further: by the beginning of 2018, for example, we will have over 50 “quality corridors”, a net- work of certified stations to ensure the highest possible quality standards when it comes to handling and transporting pharma and biotech shipments. Cargo Matters 3 LEAD STORY Quality Management at Swiss WorldCargo Get to know the new organisational struc- Arafa, and Andres L. Perez, Head of Cargo ture at Swiss WorldCargo. This time with Business Development & Customer Experi- the Head of Cargo Quality & Services ence. We learned how the new organisation Christian Wyss, who tells us what it takes enables their teams to work closer with cus- to push the boundaries in air cargo qual- tomers and to increase the speed at which ity management. innovative solutions are introduced into the market. wiss WorldCargo’s new organisational In this issue, we turn to Cargo Quality & Sstructure revolves around three pillars: Services. Its head, Christian Wyss, shares Cargo Business Development & Customer how Swiss WordCargo puts quality first, and Experience, Cargo Area & Contribution how his quality and services team works to- Management, and Cargo Quality & Services. wards service excellence. It is set up to foster value co-creation with customers and suppliers, as well as to excel in innovation and quality. In the previous issues of Cargo Matters, we talked with the Head of Cargo Area & Contribution Management, Alexander Christian Wyss, Head of Cargo Quality & Services Swiss WorldCargo's Quality and Services organisation Ashwin Bhat Head of Cargo Andrés L. Perez Alexander Arafa Christian Wyss Head of Business Development Head of Area & Contribution Head of Quality & Services & Customer Experience Management Jennifer Bittl Reto Sigron Ruedi Berger Harald Rix Head of Cargo HUB Cargo Quality and Cargo Product & Services, Head of Cargo Management Operations Excellence Processes & Policies Service Centre Cargo Matters 5 LEAD STORY At Swiss WorldCargo, we put quality in everything we do. during, and after transportation. For instance, we assist with ques- Interview by Joachim Ehrenthal tions regarding hazardous goods, pharma requirements, packag- ing, using active tracking devices, and implementing electronic Interview with Christian Wyss, Head of Cargo Quality & data exchange. Services Cargo Matters: As an experienced air cargo executive, what is the key If we do a good job, customers benefit to air cargo quality? from reliable service delivery and Christian Wyss: Managing interfaces. Our customer relations are built on single shipment success. Picking up and delivering on the best possible solutions – even if time, taking care of special requirements as and when needed. That something goes wrong. seems simple enough, but isn’t. Take a shipment from France to Singapore as an example. You have at least three handling agents, And our work isn’t done when the shipment has arrived. We are one or two trucking companies and us, the carrier, involved. Load- also in charge of process improvement, analysing where we can do ing and unloading of trucks and aircraft, storage, and data or doc- a better job and making sure we do. The idea behind consolidating ument handling may be carried out by even more companies. So all these responsibilities into one department is to provide a seam- even with a single shipment, we’re already at high levels of com- less service to customers, from responding to information needs, plexity. In such an environment, keeping interfaces as simple as handling the booking and transportation, through to invoicing, possible and as complex as necessary is the key to success. and on to the next shipment. What new benefits does Cargo Quality & Services add for customers? How does Swiss WorldCargo define and measure quality? Cargo Quality & Services mentally, virtually and sometimes even Delivering as promised. Right now, we are in the process of re- physically ‘accompanies’ the cargo our customers entrust us with. defining our internal quality concept. We have so many quality in- We define and document error-proof processes, we manage hub dicators. Indeed there are far too many of them. Our prime focus operations and we support our account managers and colleagues is providing external and internal stakeholders with more targeted involved in customer service by answering any questions before, quality indicators. 6 Cargo Matters To give you an example: measuring one of our handling agent’s