The quality process represents the instrument to achieve the
objectives fixed in the quality policy by the company and to
apply and improve the system, describing and proving what
performed by the Manager of the Organization to display
the organizational and functional structure and guarantee
the quality of the services supplied as required by ENAC
(guidelines and specific circulars produced by ENAC).
The quality system is a reference for the strategies planned to
achieve the objectives established by the organization and the
Handler liabilities and process.
The analysis of the procedures is one of the organizational
instrument that describes the quality system in the specific
activities fixing the liabilities and performances in every
single working area.
It includes some guidelines to supply for a useful tool
required for the correct application of the procedures and keep
the quality of handling active, ensuring that services comply
with passengers expectations.
In order to promote the improvement of the services provided
by the airport and prevent possible inefficiency, an accurate
monitoring on several parameters (quality indicators) should
be carried out to have an exact picture of the quality supplied
to passengers by S. Anna S.p.A. Airport
. The complex of these
indicators and the surveys conducted to achieve these results
comply with the criteria used by the Italian airports as agreed
between ENAC (National Civil Aviation Agency), Enav
(National Flight Assistance Agency) and Assaeroporti.
The Service charter provides for quality and quantity
indicators that portraits the level of the services supplied to
the passengers.
The services have been measured through two specific
instruments:
• Quality of Service Monitor
measured through daily interviews on a statistically relevant sample of passengers
• Quality Control System
based on objective surveys on the handling activities.
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