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ACKNOWLEDGEMENT

We thanks our Creator for his blessing, we had finished our assignment successfully without any obstacles in between. Without His help and will, nothing can be accomplished. Without a good health given we would not have much energy to precede this assignment. We would like to take this opportunity to thank our lecturer, Sr Madam Siti Rahayu Binti Zakaria for her guidance and support during the process of completing this coursework. She gave us a good and productive motivation and knowledge along the complement of assignment. Thus without guidance and help from her, we might face troubles and havent finished this assignment on time. Moreover, she also gave a full explanation regarding the particulars in assignment and extra information which make it easier for us to done it without difficulties. She had given the comments and suggestions on how to make this task, for instead the important information and the keyword to be add in this task. We also want to thank all the group members for giving their full commitment throughout completing the assignment. Time management is important to make sure this assignment can be completed and send on time. Besides, we also would like to thank to all team Malaysia Airports Holdings Berhad (MAHB) and every departments which had been interviewed by us for the willingness and kindness to help on giving information regarding the management of LCCT building while we are getting new experience and knowledge about airport management. These people include Encik Zahadi Jali, Encik Mazid Faizul Anuar, Encik Azman, Puan Norafizah Ismail and Encik Faizal Haris. Also not to forget to the other members and staffs who involved directly or indirectly in providing information and guidance. Thanks for sharing useful information to make it easier for us to understand and most importantly to complete this assignment smoothly. With the completion of this assignment we hope that the knowledge that we gained will be practice and use by us in the future after being in working environment. Last but not least, a huge appreciation to our parents and family for being supportive and understanding throughout the whole process. They always encourage us to study hard and to give our best in anything we do. Thanks also because give fully support on financial and cost in terms of transportation mostly. Your patience and support can only be repaid by Allah.
EMT317 AP1155F | INTERNATIONAL AIRPORT LCCT

INTRODUCTION
Property management in special buildings is one of the crucial organization needed and important to ensure the maintenance and care of the building under responsibility of Property Manager. Property management in large buildings have an enormous responsibility to care for and nurture and that is without subordinates such as technicians, engineers, architects and so forth, property management wont be able to perform a good job. Therefore, the involvement of property management is necessary for managing the building from the pre-development phase, development phase and post development phase. These professionals who involve in the period of building construction from initial to final require guidance by property managers to ensure them to follow the requirements of property management without focusing too much on their main duties. We had been given a topic titled International Airport for this assignment, we decided to choose Low Cost Carrier Terminal (LCCT) building located in Sepang as our case study and we have conducted an exercise to know the overall management works and duties of LCCT building including property management and maintenance provided. As we know, basically LCCT is the once of the international airports that provide low cost carrier for passengers to reach their destinations with a flight as transportation. By referring to the details in case study, we also need to identify the organizational structures for LCCT including the scope of work of the employees in each departments, how they manage employees as well as the passengers, how they conduct management for marketing, financial and regarding safety, health and environment. Before conducting this research at LCCT, our group members need to follow the regulations set by UiTM on the right way to carry out and approach the studies by bringing the permission letter as proof of our research. We also have to meet many people to collect information, therefore we had listed out the important and suitable questions to ask before meeting them. The most important of all is showing the good manners and attitude along the studies is being carried out.

EMT317 AP1155F | INTERNATIONAL AIRPORT LCCT

Low Cost Carrier Terminal (LCCT) Sepang is a low cost airport terminal managed by Malaysia Airports Holdings Berhad (MAHB) located near to Kuala Lumpur International Airport (KLIA) takes about 20km away. With size of 31,601 square meters on phase 1 and currently 64,067 square meters on phase 2, LCCT has ability to cater 15 million passengers every year. It was opened and operated for publics on 23rd March 2006 cost about RM108 million on constructions and it is one of the four KLIA terminals include Main Terminal Building, Satellite Terminal A and KL City Air Terminal. LCCT is a temporary building which made up by beam and steel structure with single floor operation area. The ultimate purpose of LCCT was built is actually to accommodate the surplus of low cost airline users, mainly the passengers of the first low cost and no-frills airline company in Malaysia that is AirAsia. The increasing and growing numbers of low cost airline passengers have caused LCCT to manage both domestic and international departures and arrivals. LCCT has many international and local airline companies operate under it such as AirAsia X, Thai AirAsia, Indonesia AirAsia, Philippines AirAsia, Cebu Pacific Air, Tiger Airways, Mandala Air, Airphil Express and Zest Air.

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In terms of facilities, LCCT has stable and adequate facilities and services for passengers. There is variety of ways on the accessibility and public transportation to reach LCCT. Passengers have many options on transportation services where they can take taxis, cabs and limos, KTM Komuter, KLIA Transit and buses to arrive LCCT with ease. Match with its name, LCCT provides basic facilities and amenities with lower cost. Passengers and customers can enjoy facilities around them for convenience inside and outside building like customer service counter at the center, clinic, prayer room, food and beverages outlets such as McDonald, Old Town and KFC, shops such as Body Shop, Diesel and Emporium, foreign exchange counter, strapping and packaging services and also hotel reservation. One more recent necessary service provides by LCCT is a free Wi-Fi Internet access for passengers to browse internet before and after boarding. In addition, LCCT has also not providing aerobridge service which requires an extra expenditure cost. Coincide with LCCT concept, passengers there are getting just enough and adequate facilities suits with their affordability and necessity. However on 2009, MAHB had decided to move the whole LCCT to a new permanent building in future together with their latest substantial project cost RM 2 billion on expanding and upgrading KLIA, which being called as KLIA2. KLIA2 project had gained a lot of attentions from publics and media and was expected to finish and operate on April 2013 but due to delays caused by various factors, it is still in developing process now. In accordance to create a better airport system, KLIA2 will upgrade its functions and enhance the capacity of passengers. This new terminal is said to be able to accommodate 30 million passengers per year and can expand to 45 million passengers. The area is going to be 150,000 square meters broad with multi-storey car parks and link with transportation service such as ERL, buses and taxis. It is also set to have an efficient layout and operation as it is important to ensure the comfortable of passengers. Reversible to the temporary building, MAHB already have a plan for the former LCCT soon to be. Suitable with its structure, size and facilities, it is expected to be a new cargo operation terminal. Thus, the building is not going to be demolished or removed but it will stay functioning for different purposes anytime soon after KLIA2 successfully constructed.

EMT317 AP1155F | INTERNATIONAL AIRPORT LCCT

2.1 MALAYSIA AIRPORTS HOLDINGS BERHAD (MAHB) ORGANIZATIONAL CHART

MALAYSIA AIRPORTS HOLDINGS BERHAD (MAHB) ORGANISATIONAL STRUCTURE

Malaysia Airports Holdings Berhad (MAHB) has a wide and large organizational structure. This is because MAHB control and manage all airports in every states of Malaysia with total of 20 airports including Kuala Lumpur International Airport (KLIA) as the main and biggest airport from all, as well as airports in Sabah and Sarawak. Each airport also has their own organizational structures and every department and division had been break down into several organizations. Thus, this is caused MAHB to have large number of workers in the body. The figure above is the overall organizational structure of MAHB. The Board of Directors hold the top position of the structure followed by Managing Director and consists of four main departments.

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The organizations lead by the Board of Directors. The current Board of Directors of MAHB comprised by Tan Sri Dato Sri Dr. Wan Abdul Aziz Wan Abdullah as the Chairman. He holds a Bachelor of Economics (Hons) in Applied Economics, a Master of Philosophy in Development Studies and also a Ph.D in Economics Studies. MAHB appointed him as NonIndependent Non-Executive Director and Chairman started from 7 June 2012. They are ten other directors below him. First is Datuk Seri Long See Wool as the Non-Independent NonExecutive Director since 9 September 2008. He owned a Bachelor of Arts (Hons) and Diploma in Public Administration. Second is Eshah binti Meor Suleiman also as the Non-Independent Non-Executive Director start from 4 July 2011. She graduated with a Bachelor of Economics (Hons) Degree, a Diploma in Public Administration and a Master in Business Administration of Finance. Third is Datuk Alias bin Haji Ahmad. He is an Independent Non-Executive Director since 1 December 2003 and owned a Degree in Arts and Economics. Datuk Siti Maslamah binti Osman is another female Director and she was also appointed as an Independent NonExecutive Director since 1 December 2003. She is mainly experienced in Accountancy as a former Accountant General of Malaysia and had served for 31 years in government with various positions.

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Next is Jeremy bin Nasrulhaq as the same position which is Independent Non-Executive Director starting 15 August 2007 with a Bachelor of Science Degree in Agribusiness Science. Mohd Izani bin Ghani is another Non-Independent Non-Executive Director since 21 March 2011 in MAHB. He held a Bachelor of Science (Economics) specialize in Accounting and Finance. Dato Syed Faisal Albar bin Syed A.R Albar has been appointed as a Non-Independent NonExecutive Director since 5 December 2012. Tunku Dato Mahmood Fawzy bin Tunku Muhiyiddin hold a position as Non-Independent Non-Executive Director also on 5 December 2012. He obtained a Bachelor of Arts (Hons) Business Studies. Norazura binti Tadzim is an Alternate Director to Eshah binti Meor Suleiman since 30 November 2011. She has a Bachelor of Business Administration (Hons) (Finance) and also a Diploma in Public Administration and currently working as a Director of Keretapi Tanah Melayu Berhad (KTMB). Lastly is Chua Kok Ching who is an Alternate Director to Datuk Seri Long See Wool on 25 June 2012. He obtained a Bachelor of Arts (Hons) and a Master of Public Administration. Board of Directors is divided into two divisions which are Internal Audit Division led by Nasrein Fazal Sultan as the General Manager and Secretarial and Legal Division led by Sabarina Laila Mohd Hashim as the General Manager and Company Secretary. Nasrein Fazal Sultan owned a Bachelor of Accounting (Hons) and appointed by MAHB as the General Manager for Internal Audit since July 2005. For Sabarina Laila Dato Mohd Hashim, she had been appointed as Company Secretary on 20 September 2004 with Degree in Bachelor of Laws and Master of Science Degree in Corporate Governance. She was major in practicing lawyer specialize in corporate and commercial law while being a company secretary for some private limited companies.

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Followed by the Board of Directors is the Managing Director, held by Tan Sri Bashir Ahmad Abdul Majid. He received a Bachelor of Arts Degree (Hons) with 29 years of experienced on holding many senior positions in Malaysia Airline System Berhad. There are three divisions situated under Managing Director, which are Malaysia International Aerospace Centre Sdn Bhd, Corporate Communications Division and Human Resources Division. Malaysia International Aerospace Centre Sdn Bhd is a division who do for planning, management and marketing for Malaysia International Aerospace Centre at Sultan Abdul Aziz Shah Airport and others. It is led by Muhd Najib Mohd Rawi as the General Manager. He obtained a Bachelor of Science in Civil Engineering and also a General Manager for Land Development part. For Corporate Communications Division, it is led by General Manager Nik Anis Nik Zakaria and Human Resources Division by Senior General Manager, Ir. Suradini Abdul Ghani. Nik Anis had been exposed to many working experience like sales and marketing, customer service and corporate communication since 2009 and holds a BSc. In Economics while Ir. Suradini had been involved in MAHB since 1992 and graduated from a Bachelor of Science degree in Electrical and Electronics Engineering and a Postgraduate Diploma in Airport Engineering. Next, MAHB consists of four major departments which conducting duties for operation, commercial, financial and planning. The highest position for Operation Department is Chief Operating Officer held by Dato Abdul Hamid Mohd Ali. Dato Abdul Hamid who gained a Bachelor Degree in Civil Engineering and a Master of Science Degree in Airport Planning and
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Management and has a wide experience in airport planning development, operations and maintenance for 30 years. Chief Operating Officer is divided into two parts which are Operation Services and Technical Services and each of them have five divisions. Operation Services consists of three divisions and two subsidiary companies that are Aviation Security Division, Airport Fire and Rescue Services Division, Aerodromes Safety Management System Division, Malaysia Airports (Sepang) Sdn Bhd and Malaysia Airports Sdn Bhd. Technical Services consists of three subsidiary companies and two divisions. The subsidiary companies are Malaysia Airports Consultancy Sdn Bhd, Urusan Teknologi Wawasan Sdn Bhd, Malaysia Airports (Technologies) Sdn Bhd and divisions of Engineering Division, and Planning and Development Division.

Operation Services division is under responsibility of Dato Azmi Murad. He has experienced of 14 years as the Airport Manager at many domestic and international airports. Malaysia Airports (Sepang) Sdn Bhd is one of the companies under MAHB that manages, operates and maintains for KLIA and LCCT located in Sepang and provision of airport related services. Mohd Suhaimi Abd Mubin as the General Manager, held a Bachelor Degree in Economics also a Diploma in Aviation and Airport Management. Malaysia Airports Sdn Bhd is a subsidiary company which manages, operates and maintains for 15 domestic and 4
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international airports located in other states of Malaysia like Pulau Pinang, Sabah, Sarawak, Johor, Perak, Melaka, Kelantan and Terengganu includes Subang airport in Selangor except for airport in Senai, Johor. Malaysia Airports Sdn Bhd is being held by Zainol Mohd Isa as the General Manager. He graduated in Degree of Electrical Engineering and has a Postgraduate Corporate Diploma in Airport Engineering. Picture above shows the Airport Managers of airports in Malaysia besides KLIA and LCCT. Furthermore, Mustafa Kamal Alang Othman is the General Manager for Aviation Security Division. He obtained a Bachelor of Communication (Hons) and has a high expertise in security field. For Airport Fire and Rescue Services Division, it is led by Abd. Malik Mohd Yunus as the General Manager. He graduated with a Master of Science in Emergency Response and Planning and a Diploma in both Airport Management and Mechanical Engineering. Malaysia Airports Consultancy Sdn Bhd is the subsidiary company which conducts a provision of maintenance and technical services for the airport industry. The top position is held by General Manager, Ahmad Tarmizi Mohd Hashim. He holds an MBA and Postgraduate Diploma in Airport Management. Besides, Urusan Teknologi Wawasan (UTW) Sdn Bhd is conducting a provision for mechanical, electrical and civil engineering services at KLIA and LCCT. The General Manager for UTW is Brian Iskandar Zulkarim who owned a Degree in Mechanical Engineering. Engineering Division and Planning and Development Division are led by General Managers Ir. Khairiah Salleh and Nor Azlina Mohd Isa respectively. Ir. Khairiah is a Professional Engineer in the Board of Engineers Malaysia and knowledgeable in energy efficiency, energy management and asset management while Nor Azlina was graduated with a Degree in Civil Engineering and had been involved in the operational design reviews and assessment of various local and overseas airports. Next for the Commercial department, Chief Commercial Officer is the topmost position held by Faizah Khairuddin as the Senior General Manager of Commercial Services. She also control a Land Development Division and subsidiary companies of Malaysia Airports (Niaga), K.L Airport Hotel Sdn Bhd, MAB Agriculture-Horticulture Sdn Bhd and Malaysia Airports (Properties) Sdn Bhd which are a part of Commercial department. Muhammad Fawzy Ahmad is the General Manager for Malaysia Airports Niaga and had 20 years of experience in retail management and brand development. Malaysia Airports Niaga is operating for duty free and non-duty free outlets as well as providing food and beverages outlets management services at the airports. MAHB also possess a very own private hotel namely as Sama-Sama Hotel and it is owned by K.L Airports Hotel Sdn Bhd. Meanwhile, MAB Agriculture-Horticulture Sdn Bhd is the
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subsidiary company who conducts for cultivation and selling of oil palm and other agriculture productions. This company is being held by Mohd Nasir Ismail who gained a Bachelor of Science in Engineering. Lastly, Malaysia Airports (Properties) Sdn Bhd is also the investment holding company of MAHB. It is basically set the provision of non-passenger related services that is majorly involving property managements. Third department is the Financial Department. Faizal Mansor, the Chief Financial Officer who lead on financial duties. He obtained a BSc. In Accounting from overseas and experiencing in treasury, corporate and investment banking. There are two divisions located under Financial Department. Firstly is the Finance Division conducted by Nornajihah Ismail as the General Manager. She came with a BA (Hons.) In Accounting and Finance and a Diploma In Accountancy. Secondly, is the Procurement and Contract Division. This division held by Rokmah Abdullah. Rokmah graduated with a Bachelor of Accounting (Hons.) and initially worked at Subang International Airport as an Accountant. Lastly is the Planning Department, Khair Mirza as the superior Senior General Manager of Planning. With a Bachelor of Science in Economics and International Studies, he had a lot of experiences and expertise in managing industry reports and investment planning and had been awarded with various top Awards. Planning Department consists of eight main divisions. Corporate Planning Division is one of the divisions led by Randhill Singh. Randhill used to be a Civil Engineer before joining MAHB and he holds a Master in Business Administration (MBA) and Degree in Civil Engineering. Meanwhile, the Airline Marketing Division is responsible by Mohamed Sallauddin Mohamed Shah as General Manager. He graduated with BSc. Degree in Accountancy and Computer Science and also MBA (Strategic Management) Degree. Overseas Ventures Division is led by Hezal Ahmad while IT Division is led by Azlan Zainal Abidin as the General Manager. The other divisions are Research and Planning Division, Transformation Management Office, Risk Management Division and Corporate Quality Management Division.

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2.2 LOW COST CARRIER TERMINAL (LCCT) ORGANISATIONAL CHART LCCT is a part of KLIA terminals that allow for domestic and international arrivals and departures. This simply means that LCCT is situated under the organizational structure of KLIA. According to Puan Norafizah Ismail, Operation Executive of LCCT said that LCCT building has only a small organizational structure compared to KLIA. The small structure only focuses on the operational and maintenance structures for LCCT. This describes that the duties for marketing, financial and the whole other works are being conducted and placed at the Malaysia Airports Holdings Berhad (MAHB) headquarters.

Senior Manager LCCT

Admin/Contract/ Project Management Senior Executive

Operation Senior Executive

FMD Executive

Information Executive

Duty Executive

Operation/Admin Executive

Duty Officer

PTO

General Worker

Figure above shows the overall Organizational Chart for Operational Department in LCCT. The Senior Manager of LCCT is Raghbir Singh Bhall. It is divided into two Senior Executive parts which are Admin/Contract/Project Management Senior Executive and Operation Senior Executive. For Admin/Contract/Project Management is basically manages regarding the administration, contract and project duties. It can be break down into three Executive parts that are FMD Executive, Information Executive and Operation/Admin Executive.
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These executives required at least a Degree in any field courses that related to the operational duties and at least SPM certification for Officer and Assistant positions. FMD Executive is handling for daily operation of contract management in LCCT and being assisted by four officers below him. For Information Executive, this part is basically handling regarding complaints from customers or others, rosters and timetables and also managing VIPs and events. This followed by Information Officer and next is Information Assistance that consists of 35 staffs inside. Next is Operation/Admin Executive who conducts duty regarding International Organization for Standardization (ISO), Occupational Safety and Health (OSH) and also 5S (Sustain, Sort, Set in order, Shine, Standardize) Lean. There are two Operation Executives which one of them is Puan Norafizah who graduated with a Degree in Mechanical Engineering and followed by two Officers and other two Assistants. In terms of maintenance work, LCCT is being managed by Urusan Teknologi Wawasan Sdn Bhd (UTW), the subsidiary company of MAHB. UTW structure in LCCT is small in size and they carry out duties for electrical, mechanical and civil systems to ensure the function of various plants and machineries, electric as well as the building structure for LCCT.

General Manager

Mechanical and Electrical Engineering Manager

Civil and Structure Engineering Manager

Office Hour

Shift

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Figure above shows the Organizational Chart for Maintenance Department in LCCT. The General Manager of UTW is held Brian Iskandar Zulkarim and there are two Engineering Managers who lead the maintenance work. The managers for Mechanical and Electrical Engineering and Civil and Structure are Encik Zahadi bin Jali and Encik Mazid Faizul Anuar bin Mohamad respectively. Both of them hold Degree in Mechanical and Electrical Engineering. The staffs of UTW in LCCT are divided into office hour and shifts. It consists of 6 technicians for both office hour and shifts and there are 3 technicians conducting for each shift. As mentioned before, LCCT in the building itself has a small operation structure. In order to know more about the organizational of the other departments plus how they operate their works on LCCT building besides on operational and maintenance, we went to MAHB headquarters in Sepang to find out about Marketing and also Human Resource structures.

Senior General Manager

General Manager

Marketing & Business Relation Unit Ancillary Relationship

Business Development Unit Tender Management Unit Sales Management Unit

Business Intelligent Unit

Contract Management Unit

Credit Management Unit

Business Relation Unit

Event Management

Organizational structure above shows the structure for Commercial Services Division at MAHB headquarters. It is led by Senior General Manager, Faizah Khairuddin and followed by General Manager and consists of five departments.

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We have been interviewed Encik Azman who is the Manager for Employee Services part, regarding the organization body for Human Resources Department for MAHB.

Senior General Manager


General Manager (Malaysia Airport Academy) General Manager (Human Resource Management) Employee Relationship

Training Management

Talent Management

IR & SHE

Organizational structure above shows the structure for Human Resources Department at MAHB headquarters. The top Senior General Manager, Ir. Suradini is being assisted by two General Managers for Malaysia Airport Academy and Human Resource Management. Human Resource Management can be divided into four small departments which are Employee Relationship, Training Management, Talent Management and Industrial Relations and Safety, Health and Environment (IR&SHE). Employee Relations consists of Administration, Employee Services and Compensate Benefit parts. In Administration, there are 15 staffs including the Manager and Executive.

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Meanwhile, for Employee Services there are 16 staffs including Encik Azman as the Manager and Executives who also graduated with a Degree in Human Resources and lastly there are 13 staffs in the Compensation Benefit part. Second department is the Training Management. Training Management has also three smaller parts. First part is Training Operation which consist about 29 staffs, second part is Training Development and Administration part with 10 staffs and third part is Project part. Third department of Human Resources is Talent Management. It is divided into two parts which are Organizational Design and Talent Strategy and Performance with nine and eight staffs respectively. The last department is the Industrial Relations and Safety, Health and Environment (IR&SHE). It has two different small parts which separated between IR with SHE Operational Management. There are six staffs in IR and eight staffs in SHE Management.

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Vision To provide a World-Class Airport Business Mission In providing World-Class Aviation Gateways, Managing Cost-Effective Airports Network and Services, and Exceeding the Expectations of Customers Shareholders and Stakeholders. Objectives The first airport company to be listed in Asia and the sixth in the world, Malaysia Airport Holding Berhad (MAHB) manage and operates 39 airport in Malaysia of which 5 of international airport including its flagship airport KL International Airport 16 domestic and 18 short take-off and Landings Ports (STOL Ports). As the key player in the aviation industry, Malaysia Airport will be creating ample opportunities for the enhancement of its human capital. Shared Value Market Driven Responsive to market needs and market forces. Customer Focused To provide quality, innovative and competitive services in a safe and secure environment. Teamwork Work together towards achieving the groups vision. Share knowledge to enhance group synergy and care for employees well-being.

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Strive For Excellent Observe good discipline and be proactive with a sense of pride in all our endeavors. Uphold integrity, honest and trustworthy.

Loyalty Committed and dedicated for the well-being of the group.

QUALITY POLICIES Malaysia Airport has already been granted with ISO 9001. This standard is especially for quality. They got this policy in the year 2008. LCCT have already granted the 6 basis of ISO. That is on Management Review, Document Control, Record Keeping, Internal Audits, Client Interface and Service Training. The objectives of the Airport Operations Division are to establish and maintain an operational system that would enable LCCT to operate in a safe, efficient and economical manner. LCCT will comply with the regulatory requirement by the government and standards set by ICAO in order to ensure the safety of flight, passenger and airport-users of LCCT. The Operational Division is committed towards making quality of services the most important driving force for the operations of the airport. The focus of the divisions is to exact in all dimensions of services that are important to the customers order to achieve LCCT. In order to provide a world-class service to our customer, the operational division will establish a management system to focus on key requirement issues in respect of our customers. The airlines and ground-handlers at LCCT with ample capacity for gate allocation and timely processes to minimize delays. The passengers and airport users at LCCT will be assured of courtesy and hospitality as well as speed and efficient airport processes in a comfortable and user-friendly environment. LCCT are committed to continually improve the effectiveness of our management system that is based on the internationally recognized ISO9001:2008. In order to achieve this improvement, we will set objectives and targets to review our performance and also continually monitor feedback from the Airport users.

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All charges implement as a result of the aforesaid will be reflected in our management system to ensure the consistency in delivering our services. This policy is subjected to annual review and will be amended to reflect the conclusions of that review. In addition, there are five general policies that UTW prepares for their contractors and need to be follows, such as the following: The contractor shall prepare daily activity report for all work order after received complaints. Contractor shall conduct the hand over shift in properly manner. The contractor shall conduct the revenue meeting at least once a year to review the effectiveness of operation and maintenance. The contractor shall prepare a monthly report which includes the record of operation and maintenance. Monthly meeting shall be held when necessary and shall be attend by the head of department, Senior Engineer or any invited members.

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LCCT building has its own team who maintain the building. The team or company is known as Urusan Teknologi Wawasan Sdn Bhd (UTW), which is a subsidiary company under MAHB. They are major in maintaining LCCT in terms of mechanical, electrical and civil. UTW was originally incorporated in 1998 to be the Facilities Management Company to perform maintenance services for Kuala Lumpur International Airport (KLIA). Basically, UTW is divided into two parts that involve in maintenance which is electrical and mechanical engineering part conducted by Manager Encik Zahadi Jali and the Manager and civil engineering which led by Encik Mazid Faizul Anuar. In LCCT building, they have their own schedule to do a work by hours or shift for the technicians. This means, there had divided the job into the electrical, mechanical and civil. This company provides a wide range of services in facilities management, which amongst others include all the maintenances and services. It is to operate the facilities services and management services. There are many integrated facilities management and services which is operation and maintenance for mechanical and electrical system, cleaning services, landscaping services, security management system and many more.

For LCCT building, there are 12 technicians in UTW company. This is part of in house sources which is UTW has prepared itself in providing services encompassing facilities and infrastructure maintenance, security, parking management, cleaning services and others. Encik Zahadi as the Manager who led the technicians in conducting their work. They are maintaining the electrical and mechanical of LCCT such as service of air conditioning and others. The company does not have any contractor involve. The company works by their own for maintain and services.

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During the study process, one of the maintenance team, Encik Anam brings us to the AHU room for air conditioning system in LCCT building and electrical room for all electrical supply in the building. He said that UTW maintain and care all the room, if anything occur in this room, they will detect from the smoke detector that provide in every room. Furthermore, LCCT also have civil part lead by Encik Mazid. This company take outsources to appoint the contractor to do a metal work such as for the building structure, accessories, facilities that provide at LCCT. There are several contractors that appoints for civil which are OSAGA Company Sdn Bhd. In our case study, the scopes of work for this company is to do a metal work for maintain the building structure with steel structure. The SIGMA BESE Sdn Bhd work as to maintain the facilities and accessories for example chairs, tables and items that provide at LCCT. This company also maintains the structure such as roof, floor and the pole. OMEGA Sdn Bhd also maintains the same as OSAGA Company SdnBhd and Gemilang Arrow Sdn Bhd. They maintaining all the facilities and building structure. Next is Twenty2
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technology company that maintaining the auto door only. If anything occur with auto door, they responsible to maintain it. So that, in LCCT building has many contractors involve maintaining their building. This all contractor is outsources that part of UTW Company. Moreover, LCCT building also take other contractors from outsources to maintain their cleaning, so that building always in a good condition and clean anytime. The contractors who take part on cleaning are Perkhidmatan Arah Sdn Bhd. They have to take responsible to care internal and external of the building to work day to day such as clean the floor, mops and clean toilets every day because passengers who come there will be satisfied with their services. Outsource contractor for trolley is Sinar Jernih Sdn Bhd, there will be maintain all the trolley at LCCT especially trolley for passengers to bring the stuff and bag to go to arrive place. Besides, indoor landscaping also take outsource contractor which is Malaysia Airports Agriculture and Horticulture to maintain indoor landscaping.

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This is one of example that use outsource contractor by Sinar Jernih Sdn Bhd. While the cleaning is undertake by Perkhidmatan Arah Sdn Bhd. These all company and contractors will be based on Malaysia Airports Holding Berhad (MAHB) itself to give all their salaries.

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International airports must have their own financial to know the finance is the once of very important to know either the company will gain profit or not. In LCCT is the once of international airports that provide for low cost airlines to attract passengers to go everywhere better than KLIA but there are fit with the same company which is Malaysia Airlines Holding Berhad (MAHB). The financial department responsible to calculated the revenue, expanses, and rental income of the building. Furthermore, it also wants to get high capital investment to their company. The company has to know the airports cost such as capital and operating thats the company get every year. So the cost of airports will includes runway construction, terminal construction and infrastructure construction for capital. The operating of the cost also includes maintenance, operations, and administration. Besides, revenue also is divided by two which is capital and operating. For capital there are have grants, loans, operating surplus while for operating will be aeronautical revenue and non-aeronautical. In our case study at LCCT that had been done, there are several sources include in financial cost for the company cost is based on revenue that they get every year. The revenue is basically divided by two categories that called aeronautical and non-aeronautical revenue as well as single-till model. Aeronautical cost is defined as charges for services or facilities directly related to the processing of aircraft and their passengers and cargo in connection with facilitating travel. This company operates for more attractive air carriers for instance international airports. Usually aeronautical cost is like mainly derived from landing fees, check-in charge, parking fees, passenger service charge and many more. The details are as follows: a) Landing fees for example it should be include cost of lights and others landing and it will depend on stage length. Basically the basis of rate for landing fee is per 1000 kg for rate may vary in certain weight. The items that include in landing fee such as maintenance and operations, depreciation of equipment, capital cost of public part of airfield and others.

b) Parking fees and the passenger service charges and many more. For example for parking fees is divided with every zone they provide which is zone A and zone C. Zone A will be paid RM3.50 per hour, while for Zone C will be paid RM2.50per hour.

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c) Other service charge that passengers have to pay for example from the ticket flight which is passenger service charge (PSG). It is for the collection of passenger security charges. The service charge will paid from RM3 to RM6 for domestic airlines. There will be include in the ticket that passenger paid it. This is same as tax that will be paid by passengers.

Next is non-aeronautical as charges related to the subsidiary commercial services, facilities and amenities available at an international airport. Cost to generate from commercial activities, including duty free operations such as LCCT Emporium, hotel operations like Tune Hotel near LCCT, free commercial zone operations, management of parking facilities and the lease of commercial space (including also advertisement space).So in LCCT Terminal, they also generate income based on this cost for parking, and commercial space like kiosk, shops, restaurant, and many more. For hotel operation they can stay in LCCT to waiting for flight for example near the LCCT is Tune Hotel, Concord Inn and many more. Therefore. Other income generally is from commercial space which is from shops, kiosk and others. For commercial department, they already fix the rental every shop and kiosk which is RM 65 per square meter. Usually for LCCT Terminal, the rental that has to pay every month for shop lot or permanent shop is about RM70 per square meter. Fees also charges for tours, price and others fees.

This is one of example for parking lot for Zone C. It is quite far from LCC Terminal and the payment is RM 2.50 per hour using machine auto pay.

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From the research with commercial department the rental payment for permanent shop is about RM100, 000 and above while for kiosk is about RM15, 000 and above. For example of permanent shop is like Sembonia boutique, Body Shop and more restaurants such as McDonalds, Starbucks coffee, old town white coffee and many more. It is because they will generate income from passengers who come to LCCT. There are also providing kiosk to passenger to buy any items, food and souvenir. They generate income from them then they have to pay their rental every month.

This is one of example for permanent shop at LCCT Terminal and the non- aeronautical for duty free shop. Basically, there are having a lot of duty free shop such as Diesel Boutique, Body Shop, Old Town White Coffee and others.

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This is also one of example shop outlet at LCCT that can generate income from passengers.

For operating expenses is the once of financial that contains which are salaries and benefits including (EPF, SOCSO), communications and operates that provided. Repairs and maintenance is part of expenses in LCCT. The salaries must be provided to all employees in every department as LCCT. It is because they get benefit from their work that they have done. There is including senior staff until their subordinates. Many departments will be given a salary by Malaysia Airports Holdings Berhad (MAHB) but according to qualification and will be deducted Employee Provident Fund (EPF) and the organization of social security (SOCSO). Repairs and maintenance also is part of the expanses as the cost to maintain the building and the runway is taking a very expensive cost for maintenance and repairs in the event of damage.

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The marketing instrument is very important in one establish business company. There is must be a good and strategic plan in order to achieve high return of income from the business that will carry out. In a good marketing plan, there are various marketing tools that can be implemented into the strategies. Generally, there are four major income sources for Malaysia Airports Holdings Sdn Bhd (MAHB) from each airport that they manage. The four majors is the annual income from Airlines, Retailers, Hotels and Tickets. MAHB had planned every marketing plan and marketing tools that are used for each generating their income sources. This is because, in order to ensure that the marketing plan is used for their main income is strategic and is able to generate the level of their income in order to get the Highest and maximum return. Among the marketing plan that is done by Malaysia Airports in order to increase the income for the Airlines are such as they set up a special division for marketing management of Airlines. The division is named as Airline Marketing Division and it was placed under the management of Planning Department. Airline Marketing Division has a big scope of work and this is because, they carry out a work for global. The major work for this department is to advertise and attract worldwide airlines company to operate in Malaysia airports. Recently, there are about 61 airlines company that have been operate in our local airports under Malaysia Airports Holding Sdn Bhd exclude Senai Airports Johor. For now on in LCCT, the airlines company that have been operate is such as AirAsia airlines, Tiger Airways, Cebu Pacific Air, Airphil Express, Zest Air, Mandala Air, Thai AirAsia, Indonesia AirAsia, AirAsia X and AirAsia Philipines. Each airlines company operating in LCCT and other airport will be charged for example, they will be charged for the rental of hangar services for their aircraft.

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There are three marketing plan that is used by MAHB to attract airlines company from abroad to operate in Malaysia: i) Marketing Strategic Development In this plan, the Airline Marketing Division will straightly contact to the establish airlines company to get feedback. For example, they will contact the company and promote services that have been provided in airports. And all matters of offer and acceptance will be done directly through online. ii) Marketing Analysis and Planning In this plan, Airlines Marketing Division will make a deal with analysis and data in order to choose the stable and establish Airlines Company. For example, they will review all the data from the airlines company before dealing with the companies. This is to maintain the quality of airports and also to ensure that only qualified Airlines Company can be operated in the airports. Besides that, it also can avoid any problems that might arise from the airlines company. For example, with the data analysis, we can define the types of airlines company which qualified and able to pay all the charges. With the availability of the quality of each airlines company, it could increase 100% occupancy rate for rental of airlines and also will raise the name of airports to a higher level standard. iii) Marketing Communication and Services As it carries work for a global, MAHB used many types of many marketing tools through this plan in order to attract the airlines company from worldwide. For example, they carry out a promotion for airlines through email advertisement and publication such as, they launched a website advertisement through routesonline.com and make advertising in MAHB publications (Convergence). Next is how Malaysia Airports Holdings Bhd (MAHB) carry out the marketing plan and marketing tools for Retailers as its second major income sources. MAHB has delegated to the Commercial Services Division Selatan is under Department Chief Commercial Officer to manage the affairs of the whole Retailers marketing activities includes shops, outlets, booths and kiosks are available at all airports that they manage.

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Every shop in the LCCT airports will be promoted through the installation billboard, banner installation, e-mail and through advertisements in MAHB magazines product (Convergence & Celebrations magazines). As to smooth the management process, Commercial department has appointed an external company which is the Agency Meru Utama as the third party company to manage the advertisement activity at the LCCT at KLIA. For example, for the installation of billboards and banners of shops that are available in LCCT, the shops must make deals with the Agency Meru Utama and they will help to get an Approval from the Commercial department. Each advertisement in LCCT will be changed every 3 months. And usually the advertisement activities for permanent shops are longer than outlets / booth / kiosk shops. For advertisement through email, usually the shops will make cooperation with Corporate Communication in order to market their product for airports staff. For example, DIESEL outlets in LCCT making a sale for their product, in order to attract buyers from airports staff, they will send an advertisement through the email to each staff. And they will get the email address from Corporate Communication. The last marketing tools that Commercial Services Division used to market the retailers activities is through the advertisement in magazine. MAHB have their own magazine publication as one of the tools to advertise the airports product to buyers/ passengers. The example of magazines are Convergence magazine and Celebrations magazine. This magazine will advertise the Shops/Outlets/booth/kiosk which located in every airport. Usually, the advertisement will be more highlighted on shops with sales and promotion as to attract the buyers or passengers. (Examples for advertisement can be refer to Celebrations magazines and Convergence magazines). In addition, Malaysia Airports Holdings Bhd (MAHB) is also responsible to plan a marketing plan and marketing tools for the hotel services. Hotel which is in charge under MAHB is Tune Hotel and Sama-Sama Hotel. Examples of marketing tools that are used to advertise the hotel is through advertising Signboard such as in 'Big Trees' and advertising in magazines which published by MAHB (the Convergence and Celebrations).
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Next is a marketing strategy that used by MAHB in order to increase the income sources of tickets. Among the marketing plan that is used such as, MAHB will coperate with Tourism Malaysia in order to promote tourism places and at the same time to promote the tickets. Most of the marketing tools used to promote a particular ticket for Air Asia airlines ticket is through advertising in Signboard, magazines, websites and the media. MAHB have created many advertisements through Signboard especially in 'Big Trees' to promote price tickets for tourist destinations. For advertising in the magazine, the MAHB will usually make the promotion through the Convergence and fanzine magazines Celebrations. Magazine column for ticket promotion will always attached with the article that sense interesting places for tourists to visit. This will attract more attention for customers to go on a trip through the holiday ticket packages that are available. In addition, for tickets through the website promotion, it will be launched through the airlines own website. For example, Air Asia airlines have their own website and they always make a promotion for low-cost ticket prices for tourist destination. In addition, Air Asia airlines also provide tickets through online booking system to make easy for their customers. This can also be used as one of the marketing tools that are used to enhance their ticket sales. For ticket promotion through the mass media, the Air Asia airlines have partnerships with several newspaper, company and local television company in promoting their ticket. For example, the advertising for low cost tickets under Air Asia airlines is being advertised in several local newspapers. The same goes for television company, in collaboration with Air Asia airlines they are making special plans for flight slots for a special destination with a reasonable flight price. With this promotion, they are able to attract more attention of customers to purchase the tickets.

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MARKETING TOOLS FOR AIRLINES ADVERTISEMENT THROUGH MAGAZINES

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MARKETING TOOLS FOR RETAILERS ADVERTISEMENT THROUGH MAGAZINES

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MARKETING TOOLS FOR TICKETS ADVERTISEMENT THROUGH MAGAZINES

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MARKETING TOOLS FOR TICKETS ADVERTISEMENT

THROUGH BILLBOARDS

THROUGH ADVERTISING BOARD

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MARKETING TOOLS FOR TICKETS ADVERTISEMENT THROUGH ONLINE (FACEBOOK PAGES)

THROUGH NEWSPAPER

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MARKETING TOOLS FOR TICKETS ADVERTISEMENT THROUGH MEDIA

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MARKETING TOOLS FOR HOTELS ADVERTISEMENT THROUGH MAGAZINES

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Malaysia Airports is an established public-listed company primarily involved in the management, operation and maintenance as well as provision of airport related services to the majority of airports in Malaysia such as LCCT terminal. Basically, Human resource and administration is the part of work that LCCT building provided. There are responsible to get employee and job to people who want to involve in a part of LCCT building such as in the field of administration, marketing, financial, maintenance and many more. Human resources also function as to grip employees and they handle the training process and other issues. There are also responsible for discipline throughout the organization.The range of all workers in human resource is about 8500 workers and it divided to their job. There are 10 to 13 companies who manage for take the new employees. In our case study in LCCT, in the human resource department there are five important positions in human resource from the top until the subordinate employee. The top of organizational chart in human resource is senior general manager, headed by Ir. Suradini which became the most important person in their department. A senior manager as well as supervisors are the people who responsible for giving instructions to each worker to perform their duties. Under the senior general manager of employee relations, who were found under this title is available by Mr. Azman employee services, administration, and compensation benefit.It is responsible for providing welfare to every employee in any event so that employees comfortable. Next, the scope of work of talent management is to manage and recruit new employees to commit and It consists of all the processes in the human resource and related systems to maintain and develop a good and nice. In Addition, training management is responsible for training new employees for a few days before doing a proper job that provided by the human resource itself. Furthermore, industrial relations and safety, health and environment (IR & SHE) is also under the human resource function to keep that's safety and health to employees and also to the environment passengers in the area. This is to give satisfaction to all who come especially in LCCT building. As in previous LCCT is one of the palm area and bush, so to not damage the area, so (IR & SHE) is responsible to solve the problem occur and maintaining the surrounding environment remain not changed.

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In our case study that had been done, there are many roles and responsibilities of administration for scope of work. There are several things include which is they should to keep records, file and update of all correspondences, information, events and incidents and to produce as and when required. There are also to ensure for assist in day-to-day running of administration function of the department. Next is to communicate with other division in the company in preparing the necessary documents and information as required by the operations division. They also should responsible for administration as to inform the management of any new directive or requirement of the companys requirement. It also administrate all matters pertaining to office equipment which include furniture and fittings, photocopier, fax machine, printers, PC, laptop and maintain records regarding telephone facilities services which include staff eligibility, monitor and process phone bills. Human resource must also look to the requirement that there should be in every of his employees. The requirement must be suitable with what they want so that workers easy to do the job. The requirement that there should be in every employee is to possess good communication skill and interpersonal skills so that they easy to make conversation with other people or passengers. The next requirement is good customer service oriented with pleasant personality and also have to ensure the preferably possess working knowledge. The workers also have to well in computer literate preferably in Microsoft office and technology in order to do the job. The qualification of every employee who wants to involve in any part of Malaysia airports in LCCT terminal must have included SPM or equivalent with Bahasa Malaysia with credit. English subject with pass as same as mathematic subject. For manager and executive officer they must have at least degree level for potential to be a manager of any department. In the other hand, building in LCCT has different department for example human resource department, financial department, marketing department, maintenance team and so on.So every department must look to the welfare of the employee in good condition and not have any problems that occur because the buildings especially exposed LCCT the annual fire, emergency incident, and anything that are harmful to the passengers and workers.

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In the meantime, every department at the LCCT takes the initiative to make the welfare of every employee in every department. This is because to give employees comfortable while doing the work without feeling stress. Various measures can be done as have a short break to rest your mind and get refreshed. Every department must also include stretching to get your office When do are just for health careers. There must also comprise the notice of the safety and health so that employee always remembers to be careful in all the work done.

Picture 1 shows the magazines HR BULLETIN

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Picture 2 shows the notice of safety and health in every department

Picture 3 shows the office strecthing to get health during work

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These pictures showed above all is the way the human resource department to make the welfare of its employees by way of publishing a magazine for each employee for each deparment of work safety and health is HRBULLETIN magazine. Besides, human resources are also concerned about the welfare of its employees by posting a notice in relation to safety and health at work so perkeja always in good health.Human resource is very important for every company to ensure that employees are working great do the job right and follow the instructions properly because without the human resource department, a company will not be able achieve the objectives of the company itself.

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Urusan Teknologi Wawasan Sdn Bhd (UTW) conducts the maintenance work for all airports that under Malaysian Airports Holdings Berhad (MAHB) control includes Low Cost Carrier Terminal (LCCT). UTW Company is one of the MAHB Subsidiary company that being responsible for conducting maintenance for all airports.

8.1 MAINTENANCE PERSONNEL There are two technical managers that manage UTW maintenance team in LCCT and also KLIA. These two people are, En. Zahadi Bin Jali was as manager in mechanical and electrical system and second one is En. Mazid Faizul Anuar Bin Mohammad works as manager in civil and structure system. According to Encik Zahadi Bin Jali, he has 9 employers under him. For office hour, there are 6 employer and far shift work. There are 3 employers En. Zahadi, scope of work is maintenance for electric such as air Cond. En. Zahadi said that part of air Cond that always got trouble is outdoor motor air Cond, for maintenance of mechanical such as plumbing. If there are problem happen, En. Zahadi will ask his worker to go check and repair it as soon as possible. For civil and structure system that being manager by En. Mazid, he said that he doesnt have any employers under him. It is because his scope of work is always contact will outsider, such as contractor. His work is more to building structure such as wall, tiles and also door. According to Encik Mazid, he has appointed 6 contractors to do the maintenance in LCCT for example OSAGA Engineering Sdn.Bhd. This company is special for maintenance for metal work, such as building structure and anything that include with metal. Next are Sigma Base Sdn Bhd and Gemilang Arrow Sdn Bhd. These 3 contractors is company handle

maintenance for building facilities. Next is, 2020 technology, this company is far maintenance of automatic door. Lastly is KONE Elector Sdn Bhd. This company handles people mover machinery such as lift and escalators. This 6 contractor will provide their own plan schedule .this is to make sure all of works have been done by them. So, Encik Mazid will monitor whether they do their work as in plan schedule or not. Plan schedule will be categories into 3 stages but for monthly, it is for automatic door. For yearly, it is for metal work .all this work will be monitor by En .Mazid.

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These maintenance teams in LCCT have system application system application function is when any problem being solve by them. The information of problem being solved must be sent to system application to be record. So, any problem solved is being record in the system application.

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8.2 MAINTENANCE PLAN In LCCT, there are two maintenance plan that being use. There are Airport Emergency Plan (AEP) and Preventive Maintenance. LCCT use these two plans in their maintenance work and also maintenance plan. i) Airport Emergency Plan (AEP) Malaysian Airport manages all airports in Malaysia except for Senai Airport in Johor. All airports must have Airport Emergency Plan include LCCT. Purpose of AEP is to embrace possibility plans to achieve the co-ordinate schedules to be taken by all agencies involved in response to emergencies at LCCT. The AEP functions as a controller to express the general purposes, responsibilities and engagements of operational units of MA (Sepang), DCA, Government Departments, Airline / Handling Agent, associate agencies, other airport organizations and AOCC in the occasion of an airport emergency at LCCT. The AEP contains of nine (9) emergencies and is characterized into thirteen (13) parts specifically: Part 1 Aircraft Crash on LCCT Part 2 Aircraft Accident off Airport Part 3 Aircraft Ground Incident Part 4 Full Emergency Part 5 Local Standby Part 6 Aircraft Subject To Bomb Warning Part 7 - Aircraft Subject To Hijack Part 8 Act of Aggression on Ground Facility Part 9 Structural Fire Part 10 Dangerous Goods Accidents and Incidents Part 11 - Removal of Crashed or Disabled Aircraft Part 12 Media Handling and issuance of Press Releases Part 13 Management of Influenza Pandemic

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The procedures as detailed in the AEP are planned to function as plans and are not intended to be high-class. Airport operators, Government departments, supporting agencies and other organizations should develop their personal SOPs based on the strategies set down in this proposal. According to Encik Zahadi, if any emergency case happens, he will send their employees in range of 15 minutes after he receives the call or report about the accident. He also will make sure their employees will handle the problem as soon as possible so it will not bring any harm to the society in the LCCT.

ii)

Preventive Maintenance According to Encik Zahadi Manager of Mechanical and Electrical engineering (M&E),

preventive maintenance is based on schedule plan. Any work done on schedule plan that has been prepared by Encik Zahadi. Each work is done according to the levels that have been determined by him. Some of work is done by monthly and quarterly. To evade the problem from occurring, the repair work done according to plans schedule repeatedly. In LCCT, they carry out the maintenance work through monthly and quarterly discounter. For Quarterly, they make inspection in January, April, July and October. For monthly, they do the inspection for every month. Each work that has been done will be mark in the schedule plan. In preventive maintenance plan, there are two stages involved, that is quarterly and monthly. For maintenance schedule of Mechanical and Electrical, please refer to the Appendices section on pages 67 to 71. And for maintenance schedule of Civil and Structure, please refer to Appendices section on pages 72. The table below may explain about the types of work that carry out for monthly and quarterly follows the purposes:

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Mechanical and Electrical

Monthly

Air Handling Unit Aircond Split Unit Aircond Split Unit (Parking A)

Quarterly

Essential Sub Switch Board Sub Switch Board Distribution Board Return Air to Heatwheel Air Curtain Smoke Spilled Fan Fan Coil Unit

Civil and Structure

Quarterly

Ceiling System Flooring System Signages Fitting Airport Seating Building Glasses Door & Ironmongeries Water & Proofing System Concrete Wall Aluminium Panel Expansion Joint

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8.3 MAINTENANCE BUDGET


Based on our interview with the Financial department, we were informed that the gross value of maintenance budget for LCCT is about RM 900,000 per month. This value is still less compare to KLIA maintenance budget where is for KLIA it is about RM 1.3 million per month. This is because the factor area of LCCT as it is smaller than the KLIA area, so it make it less in value carry out for maintenance. Other than that, LCCT building is just provided by basic facilities and as we mentioned from ealier, LCCT is just a temporary types of building, so it makes it lesser maintenance work to carry out compare to KLIA building.

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Each company operates in Malaysia should give priority in the management of safety, health and environment. For example, employers should be responsible in handling products and services so as not to cause adverse effects on the safety and health of workers and the public. Security priorities to the surrounding environment should also be taken care of by the employer or the company that it will not have an adverse effect not accounted for in the short term or in the long term. For the Malaysia Airports Holdings Sdn Bhd (MAHB), the implementation of safety, health and environmental management is highly preferred and highly prized. As a proved, MAHB has created a special division to handle this management. The division is Industrial Relations & Safety, Health and Environment (IR & SHE), and it was placed under the management of the Human Resources department. Division IR & SHE is one of the divisions of the Human Resources department which responsible for planning, organizing and conducting safety plan for the welfare and health of each employee under MAHB and also responsible for taking care of the environmental management for offices and airports that managed by MAHB. The plan is divides into two parts, firstly on the safety and health management plan for employees and the public, and the second is the environmental management plan.

Plan Of Safety And Health For Workers And Public Based on the Occupational Safety and Health Act 1994 (OSHA), each company is responsible to secure the safety, health and welfare at work especially for their workers. They must be implemented this act as to promote an occupational environment adapted to their physiological and psychological needs. In Malaysia Airports Holdings Sdn Bhd (MAHB), the welfare of their employees is highly preferred. This is proved by the implementation of various employee welfare measures taken by all parts of the department, including the contractor and any subsidiary companies involved in the project of MAHB. Starting with the provision of safe working areas, MAHB is stressed about preparing plans Provision and maintenance of plant and systems of work that are safe and without any risks to health. For example, MAHB conduct periodic maintenance plan on all machinery used
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by employees. Usually, workers from maintenance department will carry out this plan as they are more professional and educated. With this plan, it can be better in order to ensure the safety of all employees in the workplace. Each building and area of offices and airports equipped with sophisticated security technology to curb any undesired incident happens to workers, to the public or to the building itself. For example, office buildings and airports are equipped with high-tech firefighting system as to prevent any fire events that can be happen from spreading and adverse impacts to workers and the public. Among firefighting system made in LCCT airports are fire alarm system that have been install in every area that has been divided into several zones. Fire alarms will be connected directly to the computer systems that available in the Fire Control Rooms and first aid notifications will straightly to be reported through this room. In addition, each airport also established with a special brigade to be responsible in dealing with any fire events in the area of airports, which named as Fire Rescue Services. It was reserved for the team as they are more professional in handling fire events that occurred in the area airports such as, an aircraft fire and so on.

Picture above shows the floor plan of LCCT that have been separated into several zones for fire rescue alarms.

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In Addition, in order to strengthen the security system has been made on the building, the IR & SHE division has also made a Risk Management plan designed to identify and to analyze any expected event may occur to the building. In this plan, it includes three phases which is Identification Events, Analysis and Mitigation. The plan aims to investigate the possibility of any form of undesirable events that will occur on the buildings, identify the risks that will be responsible from the event and the preventive measures that can be taken from the event. Risk Management Plan for the LCCT building has been listed as follows: -

NO

EVENTS

ANALYSIS

MITIGATION

Fire Events

Loss of physical materials

Insert and use firefighting material for building construction. (example : Fire Break Door & etc) Provide firefighting equipment in every room. (example : hose reel, water sprinkler & etc ) Conduct inspection for firefighting equipment regularly as to ensure the equipment can be used. (example: conduct inspection checking for quarterly a year)

Loss of people life

Provide a proper plan for fire emergency escape in each floor of building.

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Fire Events

Loss of people life

Educate staff and employees about fire rescue plan. (example: by giving a proper fire rescue training to the workers as they may help public people who will be interrupted in fire events).

Terrorism (Bomb Track)

Loss of people life

Provide proper emergency escape in each floor of the building. Educate staff and employees

through carry out the Fire Drill Exercise with fire rescue team and police. Provide proper rescue system and facilities in the lift. (example: provide emergency

Caught in unfunctional Lift

Dangerous for people life

button & microphone as to easy the passenger to raise a help straight to the fire rescue room) Provide a proper signage as to remind parents for their kid safety along use the escalator.

Foots

trapped

Dangerous

for

people

in escalator

especially for kids

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Other than that, MAHB also provide complete information, instruction, training and supervision to their workers before they start working the works. This is very important because, every employee needs to know and understand how the right way in the implementation of their work and it is not only for their safety, but also help to increase the production of quality work and productiveness. For example, for performing work at the site (maintenance and operation), each employee must be given the proper instruction and training before they start the work. This is because, to expose and educate the employees on how to properly carry out the work involved and the risks to them if they do not take any precautions in handling the job. Moreover in the safety and health of workers, the IR & SHE also very stressed about employee safety in the workplace clothing especially for workers at the site. For example, employees who handle the work for maintenance, have to comply with the proper application of clothing ethics when carrying out the heavy work as it may give high risk to safety and health. Examples of the application of the correct clothing etiquette is, wearing Boots shoes or any shoes that suitable, wearing of gloves, safety headwear and also wearing goggles for eye protection. IR & SHE is responsible for ensuring all safety requirements of the workers is complete and meets safe application of ethics. It is also responsible for ensuring the safety plan is followed by the employees as a whole. For employees in the office, the measure taken for safety and health of workers is through the provision of health care plan at the direction of the office. For example, each office will be provided an exercise plan for its employees as a module light exercises that can be done in the office to avoid any tension from the body that may have an impact on workers' health.

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Picture above shows the office stretching exercise board that has been provided for office staff.

Finally, to keep the welfare of its employees, the MAHB company also responsible for sending all employees to undergo short courses or training for each year as to improve the knowledge and quality of work of the employee. Through this, employees will gain more knowledge about the field of their work and tends to be more productive on work or services that will produce.

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Plan for Environmental Management Environmental management plan is very important to be prepared in every company to ensure that every product or service produced no harm to the environment and not contributing to any adverse impact on the earth. Malaysia Airports Holdings Sdn Bhd (MAHB) is concerned about preserving the environmental conditions, especially in areas near airports. To protect the environment, MAHB company have complies with Environmental Quality Act 1974 (Act 127) Regulation, Rules and Orders. Based on this regulation, they carry out a study about internal environmental aspectimpact assessment and also study on legal compliances issues for airports. And the result, they legality is closely tied with the risk pollution as follows: Excessive noise level generated by aircraft, Probable discharge of sub-standard effluent from oxidation pond or sewage treatment plant Probable discharge of sub-standard runoff water to sea or river Improper disposal of hazardous waste by various parties in airport Potential emission of dark smoke from power generator set and vehicle Usage of prohibited refrigerant in building or vehicle air condition system

Various campaign, plan and set a strategic step and adopted by MAHB in the plok deal. Among the plans that have been conducted at the LCCT airports are as Transportation management plan, Recycle and Waste management plan, Water management plan, Energy and Emissions management plan and Airport Noise management plan.

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a) Transport Management plan

In airports operation, vehicles are mainly used for many activities such as for aerodrome inspection, maintenance activity and also for aviation security. Some ranges of transportation are also used by Airport Fire Rescue Services. There are also other support services such as Human Resource, Finance and others, are used vehicle for taxiing people and other administrative matters. In principal, disposal of vehicle effluent is managed under scheduled waste management at airports. So, from the excessive use of vehicle in airports area, the risk of spillage has been recognized due to the fuel storage factors, maintenance activity factors and also from poor maintenance of vehicle factors. Among the positive steps taken by MAHB company to address this problem is first, try to Educate for hire are solely for workers about environmental awareness and for hire also tries to encourage workers to decrease rates are solely for the use of private vehicles search. In addition, they also take measures such as providing a more efficient maintenance plan and environmentally friendly in carrying out any maintenance activities.

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b) Recycle and Waste Management Plan

This plan is the on-going efforts plan taken by MAHB in order to reducing our waste. The activities that carry out under this plan is such as Scheduled Waste (SW) management, recycling program and segregation of commercial waste. Scheduled Waste (SW) management is related to proper handling, storage and disposal of hazardous waste generated from airports sites. Among the activities carried out by MAHB under this program is like, MAHB has been carry out awareness training with collaboration of Department of Environment at various airports as to provide understanding and educate their workers on Environment Quality (Scheduled Waste) Regulation 2005. Other than that, a recycling program is taking shape with LCCT leading the way with the placement of segregation bins throughout the terminal. For example they provide a recycle bins type at the building. MAHB also worked closely with food and beverage outlets in ensuring segregation of waste especially at commercial outlets. Moreover, a new system of office material request and acquisition has been put in place in order to monitor and track use of paper and toner among the different departments in the office. MAHB only provide and use eco-label or paper produced by 100% cultivated plantation fiber.

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c) Water management plan

There are three aspects that related to Water Management in Malaysia airports include for LCCT airports. The aspects are Consumption of fresh water, Storm water quality, and Waste Water discharged from sewage treatment plant. In MAHB, they monitor each airport with the quality of portable, recycled and reused water in its totality, with test criteria that include physical, chemical and bacteriological content. The consumption of fresh water is monitored through water supply bill and consequently an annual target is set to reduce the amount of fresh water that use in airports. Other than that, MAHB also conduct such an awareness programs at all airports in order to curb water wastage. For Storm water management, they have a collection of run-off water at two balancing ponds to allow sediments to settle before being released into nearby rivers. In addition, to ensure oil and grease discharged from aircraft and vehicles do not enter the rivers, oil water separators at the integrated drainage systems are also monitored. The third aspect is waste water discharged from sewage treatment plant. MAHB conducts the effluent as to comply with EQ (Sewage) Regulation 2005. There are no uses of any aircraft and pavement de-icing / anti-icing fluids at any airports operated and manage by MAHB.

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d) Energy and Emissions Management Plan

In 2008, represented by Tan Sri Bashir Ahmad Managing Director of MAHB

have

pledged five airports to the Aviation Industry Commitment to Action on Climate Change. The document was drafted jointly by the Air Transport Action Group (ATAG) and signed by over 130 airlines, airports, aircraft manufacturers, air navigation service providers and major regional and international aviationrelated organizations, was a collaborative undertaking to work towards carbon neutral growth and reflects the industrys aspirations for a carbon-free future. After five years, it has been a period of vigorous growth for Malaysia Airports, especially for MAHBs international airports include LCCT airports. Dynamic tourism promotion programs has increase in flights moving in and out of Malaysia and also making all international airports under MAHB expansions in various degrees. Although the expanding is nature of the business, MAHB company have taken the proactive steps in managing their energy and emissions level in order for environmental purposes. For example, they make Carbon Footprint Study, Minimal-cost Initiatives, Application of Sensors and Natural Lighting at airports and Energy Saving Device.

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e) Airport Noise Management Plan

The impacts on the noise environment at the airports are mostly from the movements of aircraft and noise from during operations or any airport development such as expansion, upgrading, renovation, redevelopment or construction of a new airport. Therefore, MAHB has provided a Land Use Plan for all of its International and Domestic airports. This Land Use Planning was made to ensure that the residential areas are only allowed at areas where the noise exposure is lower than 65 dB. In order for noise control, all activities that will carry out must meet and support the Environmental Impact Assessment (EIA) of KLIA/LCCT. As a proved, a gazette rules of 10km by 10km no residential build zone has been implemented around the airport. Moreover, the creation of an acoustic barrier with a green belt of oil palm plantation and forests surrounding the airport also helps to monitor noise levels in noise sensitive areas.

The example of article that MAHB have published for awareness of environmental purposes is as shown in Figure 8.3 and Figure 8.4 at next pages. This article sources are from MAHB website.

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Figure 8.3

Figure 8.4

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CONCLUSION
Alhamdulillah, praise to Allah s.w.t. that we have finally completed our assignment successfully. Based on our assignment, we now know about the property management works in LCCT and how they organize the LCCT building itself in terms of maintenance and repairs also the services provided in LCCT. Refer to case study, we conclude that the LCCT building has a good and well in management. Besides, we also gain extra information regarding the route to go to LCCT from Seri Iskandar by car. Truthfully, the location of LCCT building is easily accessible and easy to identify. LCCT is the only international airport in Malaysia that provides low cost airlines for passengers under Malaysia Airports Holding Berhad (MAHB). MAHB is responsible to control and handle all airports in Malaysia except for airports in Senai Johor. LCCT has a single floor operation space and used basic materials like steels because it is a temporary building. Regards KLIA2 is almost complete in process, LCCT operations will be move there. Basic facilities and amenities provided there too easy to passengers to get any items. The maintenance of LCCT building is being done by a subsidiary company of MAHB, called Urusan Teknologi Wawasan Sdn Bhd (UTW). At certain duties which they lack in expertise mostly in civil, UTW will appointed outsources contractors for the maintenance care. In terms of financial, low cost airport didnt gain much revenues caused them to generate additional income by increasing the airside revenue as well as parking and public car rental fees. For marketing, there are various marketing tools applied by MAHB to promote products and services. For example, they show products like chocolates, perfumes or handbags inside magazines to attract customers among foreigners. In short, we felt very honoured to be given this task because we get to experience the management works for building in reality. Airport is basically the most challenging topic among the rest but we take the risk in a positive way and we actually had so much fun in learning and get to know about the airports management. Hopefully, the whole information and knowledge we obtained will be implementing in the future.

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APPENDICES

The pictures of our case study which are Low Cost Carrier Terminal (LCCT) and the Head Quarters of Malaysia Airports Holdings Berhad (MAHB) located in Sepang, Selangor.

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Pictures show the cover page for official magazines that were published by MAHB as one of their marketing tools.

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Pictures below show the process along the interview with the LCCT staffs.

With Encik Ridzuan, Duty Officer and Encik Ardi Muzaffar, Duty Officer for Facilities in LCCT.

With Puan Norafizah Ismail, Operation Executive in LCCT.

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With Encik Zahadi Jali, Manager of Mechanical and Electrical Engineering in LCCT.

With Encik Mazid Faizul Anuar, Manager of Civil Engineering in LCCT.

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MAINTENANCE SCHEDULE FOR MECHANICAL AND ELECTRICAL IN LCCT

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MAINTENANCE SCHEDULE FOR CIVIL IN LCCT

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REFERENCES

Malaysia Airports Holdings Berhad (MAHB) official website: http://www.malaysiaairports.com.my

Unofficial LCCT website: http://www.lcct.com.my

Staffs in departments of: Operation in LCCT Maintenance in LCCT Commercial Services in MAHB headquarters Human Resources and Administration in MAHB headquarters Finance in MAHB headquarters

Malaysia Airports Holdings Berhad (MAHB) official magazines: Convergence Celebrations

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