Workshop 1: Monitoring contractor performance n Selecting the most efficient contractor n Effective monitoring of contractor performance n Designing and preparing tenders n Preparing proposals n Formulating airfreight standard contract terms Workshop 2: Handling customer complaints and claims n Handling customer complaints n Maintaining customer relationships n Handling freight problems caused by delay/cancellation of flights n Understanding air cargo insurance terms, the claim procedures and requirements of insurance companies, relevant legislation/international conventions n Understanding the cause of incident through different channels and collect relevant documents and information for lodging a claim n Handling claims Workshop 3: Establishing and maintaining relationship with business partners and customers n Developing plans to establish and maintain cooperation relationships n Selecting strategies to maintain long-term relationships n Establishing appropriate communication channels for information exchange n Determining suitable aircraft and goods for delivery n Conducting Electronic Data Interchange (EDI) in the industry and with customers n Handling customer enquiries on air freight rate n Calculating commissions and concessions Workshop 5: Conducting quality management audit n Quality management, legal requirements and guidelines and operation flow of transport and logistics services n Various types of audit methods and techniques n Areas in workflow of logistics services required for auditing n Site audit and audit reports n Remedial actions and suggestions for continuously improvement on audit exercise n Intellectual property and infringement act n On-the-job training for staff Workshop 6: Forecasting future cargo volume and handling capacity n Company's air cargo handling capacity n Statistical methods of data handling and forecasting n Reliability and application of information n Future throughput, degree of risk and solutions in operations and resources allocation n Budgeting n Emergency contingency procedures n Environmental management policy |