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Training

Manual

Training Manual

Issue Date
Issue 01
Chapter
Page

01MAR16
Rev. 00
00
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Elite Jets Sdn. Bhd.

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TRAINING MANUAL
ISSUE 01 REVISION 00
APPROVAL
FOR
ELITE JETS SDN. BHD.

PREPARED BY:

…………………………………................................................……………..
(KHAIROL NIZAM BIN ASRI)
OPERATIONS MANAGER,
ELITE JETS SDN. BHD.

APPROVED BY:

……………………………………………………………………………………
(RAUSI BIN SUAIDI)
GENERAL MANAGER,
ELITE JETS SDN. BHD.

APPROVED BY:

……...........................................……………………………………………..
DEPARTMENT OF CIVIL AVIATION MALAYSIA

Elite Jets Sdn. Bhd.

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Training Manual

Issue Date
Issue 01
Chapter
Page

01MAR16
Rev. 00
00
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Elite Jets Sdn. Bhd.

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Training Manual Record of Amendments Issue Date Issue 01 Chapter Page 01MAR16 Rev. Rev. Page 4 . 00 00 4 1. Date Reason for Revision Insertion Date Inserted by 01 00 01 March 2016 Initial Issue 01 March 2016 Khairol Nizam bin Asri Elite Jets Sdn. No.1 RECORD FOR AMENDMENTS Issu e Rev. Bhd.

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Bhd.Training Manual Distribution List Issue Date Issue 01 Chapter Page 01MAR16 Rev. ELITE JETS SDN BHD SZB 001 DEPARTMENT OF CIVIL AVIATION KUL 002 Elite Jets Sdn.2 DISTRIBUTION LIST HOLDER LOCATION COPY NO. 00 00 6 0. Page 6 .

Issue Date Issue 01 Chapter Page Training Manual List of Effective Pages 01MAR16 Rev.3 List of Effective Pages 7–8 01 00 01 Mar 16 0.2.7 Attendance 15 01 00 01 Mar 16 1.9 Training Syllabus Review 15 01 00 01 Mar 16 1.6 Qualifications 15 01 00 01 Mar 16 1.2.5 Records 14 01 00 01 Mar 16 1.2 Training Venue & Trainer 13 01 00 01 Mar 16 On the Job Training (OJT) 13 01 00 01 Mar 16 External Training 13 01 00 01 Mar 16 1. Page 7 .1 Record of Amendments 4 01 00 01 Mar 16 0.1 Objective 13 01 00 01 Mar 16 1.4 Training Method 14 01 00 01 Mar 16 1. Date 01 00 01 Mar 16 FRONT MATTER Front Page Approval Page 2 01 00 01 Mar 16 0.2 Distribution List 6 01 00 01 Mar 16 0. 1 1. 00 00 7 0.11 Training Specification 16-24 01 00 01 Mar 16 1. 2 Elite Jets Sdn.4 Table of Contents 9 01 00 01 Mar 16 CHAPTER 1: INTRODUCTION 1.3 LIST OF EFFECTIVE PAGES No List of Effective Pages Page Issue Rev.8 Certificates 15 01 00 01 Mar 16 1. Bhd.3 Definitions 14 01 00 01 Mar 16 1.10 Development and Standardization 16 01 00 01 Mar 16 1.

3 Guest Services Initial Course Outline 28 01 00 01 Mar 16 2.11.2 Guest Services Initial Course List 27 01 00 01 Mar 16 2.11. Date CHAPTER 1: INTRODUCTION (Cont’d) 1.10 16 01 00 01 Mar 16 Airside Safety Training Subject Areas 17 – 18 01 00 01 Mar 16 Airside Driver Training Specifications 19 01 00 01 Mar 16 19 – 20 01 00 01 Mar 16 20 01 00 01 Mar 16 21 01 00 01 Mar 16 21 – 22 01 00 01 Mar 16 22 01 00 01 Mar 16 22 – 23 01 00 01 Mar 16 24 01 00 01 Mar 16 Load Control (LOD) Functional Training Specifications Load Control (LOD) Dangerous Goods Training Specifications Passenger Handling (PAX) Functional Training Specifications Baggage Handling (BAG) Functional Training Specifications Aircraft Handling and Loading (HDL) Functional Training Specifications Turnaround Coordinator (TRC) Training Specifications Aircraft Ground Movement (AGM) Functional Training Specifications CHAPTER 2: GUEST SERVICES TRAINING 2.5 1.1 List of Guest Services Training 26 01 00 01 Mar 16 2.1 Functional Groups 1.11.5 Guest Services Recurrent Course Outline 29 01 00 01 Mar 16 Elite Jets Sdn.7 1.11.11.11. Bhd.11.11. Page 8 .4 Guest Services Recurrent Course List 29 01 00 01 Mar 16 2.8 1. 00 00 8 Rev.11.4 1.2 1.11.6 1.9 1.Issue Date Issue 01 Chapter Page Training Manual List of Effective Pages No List of Effective Pages Page Issue 01MAR16 Rev.3 1.

Issue Date Issue 01 Chapter Page Training Manual List of Effective Pages No List of Effective Pages Page Issue 01MAR16 Rev.1.2.2.3 Pre-Requisite and Frequency 36 01 00 01 Mar 16 4.3 Pre-Requisite and Frequency 38 01 00 01 Mar 16 4.2.2 Renewal Qualifying Program (RQP) 4.1.2.4 Assessment Team Members 38 01 00 01 Mar 16 4.1. Bhd.1.5 RQP Procedures and Process 38 01 00 01 Mar 16 Elite Jets Sdn. 00 00 9 Rev.2 Applicability of IQP 36 01 00 01 Mar 16 4.5 IQP Procedures and Process 37 01 00 01 Mar 16 37 – 38 01 00 01 Mar 16 4.3 Ramp Initial Course Outline 33 01 00 01 Mar 16 3.2 Applicability and Types of RQP 37 01 00 01 Mar 16 4. Date CHAPTER 3: TOWING & MARSHALLING 3.4 Assessment Team Members 36 01 00 01 Mar 16 4.4 Ramp Recurrent Course List 34 01 00 01 Mar 16 3.2 Dangerous Goods Training Requirement 32 01 00 01 Mar 16 3.5 Ramp Recurrent Course Outline 34 01 00 01 Mar 16 CHAPTER 4: INSTRUCTOR QUALIFYING PROGRAM (IQP) 4.1 Ramp Initial Course List 31 01 00 01 Mar 16 3.1 Instructor Qualifying Program (IQP) 36 – 37 01 00 01 Mar 16 4. Page 9 .1 Objectives of IQP 36 01 00 01 Mar 16 4.1 Objectives of RQP 37 01 00 01 Mar 16 4.2.1.

...................34 3.............4 Ramp Recurrent Course List............37 Elite Jets Sdn.............................................36 4................10 Development and Standardization....................33 3..1 Ramp Initial Course List...............32 3.............................16 1................................................................................................0 GUEST SERVICES TRAINING.....2 Renewal Qualifying Program (RQP).......................1 List of Guest Services Training.............31 3................3 Guest Services Initial Course Outline..........................................................................................29 3................Training Manual Table of Contents Issue Date Issue 01 Chapter Page 01MAR16 Rev.0 INTRODUCTION...........................................................26 2....................................................................................................................................11 Training Specifications.....................................................................................................................7 Attendance.........................5 Records........................................................................13 1................................... Page 10 ...........................................................................................26 2.............. 14 1.............................................0 INSTRUCTOR QUALIFYING PROGRAM (IQP)....................................4 Training Method..................28 2..................0 TOWING & MARSHALLING....................3 Definitions.. 00 00 10 INTENTIONALLY LEFT BLANK 1.... 15 1....14 1.............................................................29 2..................2 Guest Services Initial Course List.5 Ramp Recurrent Course Outline...................................................................5 Guest Services Recurrent Course Outline...............................31 3..............36 4..............................2 Training Venue & Trainer..................................13 1....................................2 Dangerous Goods Training Requirement..........1 Objective..1 Instructor Qualifying Program (IQP).........................................9 Training Syllabus Review.............8 Certificates................................................................................................... 15 1....................................................................................................... Bhd....................................................................................................................................................................................................................16 2........................................ 13 1............................3 Ramp Initial Course Outline...................................... 14 1.........................................................................................15 1.................................................34 4.......................................6 Qualifications..............27 2........................... 15 1.........4 Guest Services Recurrent Course List..........

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2 External Training: External Training will also be provided as necessary for staff development such as the following:         IATA Station & Ground Handling Management IATA Dangerous Goods Regulations (DGR) IATA Human Factors for Ground Operation IATA Aircraft Weight and Balance IATA Air Cargo Management IATA Baggage Handling System IATA Train the Trainer (Advance) IATA Safety Audit for Ground Operation (ISAGO) Training can be conducted at IATA Training centre or onsite at AACE by IATA Trainer. Page 12 .2 Training Venue & Trainer 1. CBT. The training provides a good foundation for a staff to be conversant with the regulations and operational procedures for efficient and effective performance on line. Trainees will have to attend all the sessions in each subject and demonstrate that they have attained a satisfactory standard of theoretical knowledge and practical skill by passing the examinations with the required percentage pass mark for the courses. 00 01 12 1. group discussions. Individuals will be issued a Certificate of Competency (COC) upon passing the OJT program. 1.0 INTRODUCTION 1. The training delivery combines various methods from classroom lectures. Bhd. Mobile Training Team (MTT) will perform the OJT and assessments to confirm staff meet operational requirements. 1. Elite Jets Sdn.2.1 Objective The objective of training is to ensure that trainees are provided that with the requisition skill knowledge and attitude to complete the task being trained in a safe and efficiency manner. The inter-active CBT training is available for certain subjects providing a self-paced learning environment.1 On the Job Training (OJT) The staffs will undergo OJT program at actual workplace as continuation from the training conducted by AACE.2.Training Manual Chapter 1 Introduction Issue Date Issue 01 Chapter Page 01MAR16 Rev. presentations and practical drills.

the content shall include. 1.3 Issue Date Issue 01 Chapter Page 01MAR16 Rev. Elite Jets Sdn. and who have competence (knowledge. assessments and competencies shall be documented in a timely and consistent manner. task or skill whenever changes to aircraft type.5. Page 13 . 1. Re-Familiarization Revision of training modules relevant to a person’s function. and ability to complete.6 Where electronic or computer based training record systems are maintained.1 All training. skill and experience in the functions being assessed.4.1 Theoretical and practical skills training shall be conducted by personnel who have demonstrated the skills to deliver the training effectively. skill and experience) in the subjects to be instructed. 00 01 13 Definitions Training Instruction is a new role. sign or initial the appropriate subject matter on the training record form. date of training and course reference.4 Changes to processes or equipment shall be communicated to relevant personnel and appropriate additional information and training shall be delivered. 1.5. 1. new system and processes and procedures occur. 1. Re-Training Repeat of ‘Training’ to verify understanding.Training Manual Chapter 1 Introduction 1. Records 1.4 The learner will.5.5 Revision of regulatory and safety training modules relevant to a person’s function A structured system to ensure the on-going competence of the individual in relation to key items of their job function Training Method 1.4 1. as acknowledgement and understanding of the training.5 Training content and records shall be made available for review by an authorized representative and/or regulatory authority.3 Training shall be a combination of theoretical (suitable and sufficient information and instruction relating to the topic being trained) and practical skill training to verify the trainees understanding of. as a minimum.4. the task being trained. Bhd. 1.2 The record shall identify the date when the particular subject matter has been delivered to the leaner. 1.5. test mark achieved.4.3 The trainer will sign or initial that they have delivered the training. the trainee’s mane. 1.2 Assessments shall be conducted by persons who have appropriate knowledge.5. Re-Current Assessment 1.5.4.

6 Issue Date Issue 01 Chapter Page 01MAR16 Rev. 00 01 14 Qualifications 1. Elite Jets Sdn.8. where applicable. Bhd. 1.9 Attendance 1. Certificates 1. 1.2 The Instructor has to indicate the time a trainee arrived late for classes in the Attendance Register.4 This may be achieved by a) Re-familiarization training or.6.9. 1. b) Observation(s) of the persons performance or.7.1 Certificates shall be issued to all trainees upon completion of courses at AACE.8 1.4 The retention period for completed attendance register is 5 years. 1. 1. c) Written test(s) 1. 1. It is the responsibility of the Instructor to ensure that trainees who are late to produce a Letter of Explanation.2 Trainee names shall be indicated on the certificates using the attendance register that has been signed by the trainees.1 Knowledge verification will be required through. Page 14 .3 Records of the syllabus review must be maintained even there are no changes in the syllabus. a written test of the topic trained which shall have a minimum pass marks of 80% and there shall be review process for addressing all question failures even if the pass mark has been achieved. Training Syllabus Review 1.7.7 1. Practical competency verification shall be achieved through trainer evaluation. 1.6. Habitual latecomers shall be reported to the relevant department of the respective airline.8.3 To maintain on going competence.6.Training Manual Chapter 1 Introduction 1.3 Punctuality is regarded as discipline and part of the training process required.6. Trainees are expected to check the spelling of their names when signing their Attendance Register to avoid spelling errors on their certificates.9.1 Syllabus content shall be prepared with collaboration and inputs from operational team.2 Upon successful completion of the above.7.1 All trainees undergoing training have to sign the Attendance Register. 1.7.9.2 Training Syllabus shall be reviewed once every 2 years to confirm relevancy and changes will be adopted where necessary. each individual’s performance shall be assessed at intervals that will be not less than once every two years. 1. personnel can be considered as qualified to fulfil their assigned duties.

Function 5: Personnel in station management having responsibility for resource issues. Function 4: Personnel in first level management. Function 2: Personnel whose duties require operation of basic GSE (e. to include supervisors having responsibility for: 1) Directing staff and/or equipment resources.) shall be referred to ensure the necessary Standards are observed for implementation. IOSA and ISAGO. Page 15 . Bhd. 1.10. tractors. DCA Malaysia / Country DCA relevant Publication. incident management and budgetary control. health and safety. ground handling personnel are grouped according to operational function as follows: Function 1: Personnel whose duties require access to airside areas. or 3) Performance of lead responsibility over other personnel.Training Manual Chapter 1 Introduction Issue Date Issue 01 Chapter Page 01MAR16 Rev.10. de-icing vehicles. 1.3 Guidance and recommended practices from IATA Publication (AHM.. aircraft movement units. Function 3: Personnel whose duties require: 1) Operation of specialized equipment (e.g.11 Training Specifications Airside safety training shall address. Note: Functional definitions may be varied as determined by local requirements or considerations. catering vehicles). Elite Jets Sdn. etc.1 Functional Groups For the purpose of determining the applicability of airside safety training subject areas. belt loaders). container/pallet loaders. IGOM. or 2) Controlling an operational activity. IATA DGR) and the Ground Operation Manual shall be the primary reference for Standardization 1. 1. 2) Exercise of control during aircraft movement operations.1 Training material should correspond to the current operational practice.2 Regulatory Document (such as ICAO SARPS and Annexes. according to assigned operational function(s). 00 01 15 1.10.11.10 Development and Standardization 1..g.

11.4 Human Factors a) b) c) d) e) f) g) h) i) j) k) Elite Jets Sdn.11. Bhd. 1.11.2. 5 All Functions All Functions All Functions All Functions All Functions All Functions All Functions All Functions All Functions Page 16 . 00 01 16 Airside Safety Training Subject Areas 1.Training Manual Chapter 1 Introduction 1.2.1 Safety Philosophy a) Company safety policy and program b) Employer/employee responsibilities All Functions All Functions 1.2 Issue Date Issue 01 Chapter Page 01MAR16 Rev.2.11. Motivation and attitude Human behaviour Communication skills Stress Ergonomics Effects of drugs and alcohol Fatigue Time pressure Peer management pressure Situational awareness Teamwork All Functions Functions 4. trips and falls Noise Manual handling All Functions All Functions All Functions All Functions All Functions Functions 2-5 All Functions All Functions All Functions All Functions All Functions All Functions Note: Subject areas a) through l) are applicable to personnel as appropriate to specific function and types of operations conducted.3 Hazards a) b) c) d) e) f) g) h) i) j) k) l) Vehicle movements Pedestrian movements Aircraft movements Jet engines Aircraft antennae and other protrusions GSE Aircraft fuelling and fuel spills Adverse and seasonal weather conditions Night operations working at height Slips.2 Safety Regulations a) b) c) d) International aviation regulations State aviation regulations Airport airside regulations Safe working and operating practices All Functions All Functions All Functions All Functions 1.11.2.

11.9 Accidents.11. 1. All Functions All Functions All Functions All Functions Subject areas a) through d) are applicable to personnel as appropriate to specific function and types of operations conducted. 1. Near Misses a) b) c) d) Personnel injuries Damage to aircraft. 00 01 17 All Functions 1. facilities Reporting Risk assessment Note: Elite Jets Sdn.2.2.6 Emergency Situations a) b) c) d) e) f) g) h) i) j) Reporting Injuries Security threats Spillage Alarms and emergency stops Fuel shut-offs Ground-to-flight deck emergency hand signals Fire Severe weather Aircraft stand emergency procedures All Functions All Functions All Functions All Functions All Functions All Functions All Functions All Functions All Functions All Functions Note: Subject areas a) through j) are applicable to personnel as appropriate to specific function and types of operations conducted. Incidents.2. Bhd.7 FOD prevention All Functions 1.Training Manual Chapter 1 Introduction Issue Date Issue 01 Chapter Page 1. GSE.11.11.5 Airside Markings and Signage 01MAR16 Rev.2. Page 17 .2.8 Personal protection a) b) c) d) Personal protective equipment Occupational health and safety Musculoskeletal injury prevention Weather exposure Note: All Functions All Functions All Functions All Functions Subject areas a) through d) are applicable to personnel as appropriate to specific function and types of operations conducted.11.

vehicle corridors. 00 01 18 Airside Driver Training Specifications Airside driver training for ground handling personnel shall address.1 General a) Role and responsibilities of vehicle Operators b) Vehicle equipment standards c) Hazards of airside driving d) Reduced visibility procedures e) Accident and incident reporting procedures 1. Elite Jets Sdn.2 a) b) c) d) Aircraft structural load limitations: Linear (running load) limitation. cumulative limitation.3.3 1. regulations and/or procedures pertaining to airside vehicle operations c) Procedures for crossing aircraft movement areas d) Pedestrian crosswalk rules 1.4 Issue Date Issue 01 Chapter Page 01MAR16 Rev.3. definitions of terms.1 General weight and balance proficiency and awareness: a) Terminology.4. airside roads.Training Manual Chapter 1 Introduction 1. operational codes. Bhd. b) Aircraft balance principles.11. consequences of improper aircraft loading.11. abbreviations. stands and airside roads a) Familiarization with ramp layout.3.11. Missing restraints limitation. limited access areas b) Airport regulations and requirements c) Air Traffic Control d) Airport layout e) Manoeuvring area driving f) Radio communication requirements and procedures g) Aircraft familiarization Load Control (LOD) Functional Training Specifications Training for personnel with duties and/or responsibilities in operational load control functions shall address the following operational subject areas.4.2 Ramps (aprons).11. as a minimum: 1. as applicable to assigned function(s): 1. 1.3 Manoeuvring area a) Identification of obstacle free areas. aircraft taxi lanes b) Airport rules. Monocoque (combined) limitation. area limitation (spreader floors). operational stands. Limitation per compartment/section/ULD position.11.11. Page 18 .11.

11.7 Loading Instruction/Report (LIR): a) Designation and numbering of aircraft holds. Tagging 1.11.4.8 Loading messages: a) Reading and sending standard loading messages. 1. hold restraint requirements.5 Load Control (LOD) Dangerous Goods Training Specifications Training for personnel with duties and/or responsibilities in operational load control functions shall address dangerous goods subjects. Container/pallets build-up and tie-down limitations/rules. b) Last minute change procedures. issuance.5 Load Sheet: a) Computation. Bhd. checking (all conventional methods). Page 19 .4. tie-down and volume restraint. compatibility rules) List of dangerous goods Labelling and marking (ULDs and parcels) Recognition of undeclared dangerous goods Storage and loading procedures Pilot-in-command notification (NOTOC) Provisions for passengers and crew Emergency procedures Elite Jets Sdn.11.11. checking modes). issuance.4.11.4 Bulk hold loading: a) Load spreading rules. 1.11.Training Manual Chapter 1 Introduction Issue Date Issue 01 Chapter Page 01MAR16 Rev. 00 01 19 1. Gross weight limitations.4. 1. b) Load restraint rules: nets.4. 1. as a minimum: a) b) c) d) e) f) g) h) i) General philosophy Limitations (loading restrictions.3 Unit load devices (ULD): a) b) c) e) IATA identification codes.6 Balance tables/charts: a) Computation.4. to include. b) Issuance and checking (electronic and manual modes). (electronic and manual 1.11.

other) Health and safety Emergency response procedures Baggage Handling (BAG) Functional Training Specifications Training for personnel with duties and/or responsibilities in operational baggage handling functions shall address the following subject areas. security.11. dangerous goods. others) h) Data protection and security i) Document protection and security j) Abnormal and emergency procedures (fire. to include exit row. others) Data protection and security Document protection and security Abnormal and emergency procedures (fire. if applicable Boarding bridge operation. considerations and procedures Security regulations. Page 20 .11.11. other) k) Health and Safety l) Emergency response procedures 1. procedures) f) Load control (consequences.8 Aircraft Handling and Loading (HDL) Functional Training Specifications Elite Jets Sdn.Training Manual Chapter 1 Introduction 1. loading in ULDs) b) Manual baggage handling procedures c) ULDs (designation codes. authorities. as applicable operational function(s): a) Baggage handling procedures (identification. considerations and procedures Load control consequences. coordination. procedures) g) Communication procedures (customer airlines. procedures) e) Security (regulations. tagging. loading. removal from service) d) Dangerous goods (regulations. load control. considerations. dangerous goods. considerations. inspecting.6 Issue Date Issue 01 Chapter Page 01MAR16 Rev. authorities. if applicable Dangerous goods regulations. as applicable operational function(s): a) b) c) d) e) f) g) h) i) j) k) l) m) n) o) p) q) r) 1. Bhd. 00 01 20 Passenger Handling (PAX) Functional Training Specifications Training for personnel with duties and/or responsibilities in operational passenger handling functions shall address the following subject areas. special passengers Passenger boarding policies and procedures Cabin access door operation.7 Passenger check-in policies and procedures Baggage check-in policies and procedures Manual check-in procedures Cabin seating considerations. load control. sorting. security. coordination and procedures Handling and boarding of weapons and authorized persons carrying weapons Passengers requiring special handling Communication procedures (customer airlines.

11. lavatory and potable water servicing Aircraft movement operations 1. c) Limitation per compartment/section/ULD position.11. Bhd.9. consequences of improper aircraft loading.Training Manual Chapter 1 Introduction Issue Date Issue 01 Chapter Page 01MAR16 Rev. cargo and mail. b) Area limitation (spreader floors). c) Utilization of nets.11.2 Aircraft structural load limitations: a) Basic knowledge of containerized holds resistance (relationship between missing or damaged restraints and ULD gross weight limitations).9. c) Tagging. f) Missing restraints limitation. b) Rejection criteria for damaged ULD and tie-down accessories. e) Cumulative limitation. as appropriate to assigned operational function(s): a) b) c) d) e) f) g) h) i) j) k) l) m) n) o) Irregularity/incident/accident reporting procedures Manual handling of load Safety during aircraft fuelling Principles of aircraft loading Handling of loads that require special attention Loading incompatibilities Handling of ULDs Operation of aircraft loading systems/securing of ULDs Identification/consequences of malfunctions of in-plane loading systems Consequences of load damage and spillage Positioning and operation of loading and servicing equipment Load notification to pilot-in-command Passenger embarkation/disembarkation procedures Standards of aircraft cleaning. 1. 1.9. b) Tie-down and spreader floor procedures.1 General weight and balance proficiency and awareness: a) Terminology.3 Unit load devices (ULDs): a) Tie-down limitations and rules.11.11.9.4 Bulk hold loading: a) Physical loading rules concerning baggage. 1. Elite Jets Sdn. d) Monocoque (combined) limitation.9 Turnaround Coordinator (TRC) Training Specifications Training for personnel assigned to supervise aircraft loading operations for The Provider should address the following subject areas: 1. operational codes. abbreviations. b) Aircraft balance principles. 00 01 21 Training for personnel with aircraft handling duties and/or responsibilities shall address the following subject areas. Page 21 .

5 Loading Instructions/Report (LIR): a) Designation and numbering of aircraft holds.g. b) Recording and reporting of damage to aircraft caused by ground support equipment. c) Loading compatibilities.9.9.9. Bhd. Loading compatibilities. 1.11. Operator's hold configurations and layouts. On board accessibility. EAT AVI WET OBX. ULD automated and hand-operated restraints. 1. b) Utilization of the LIR document. 1.9 Positioning and operations of loading equipment: a) Areas of aircraft susceptible to damage by ground support equipment.11.9.11.8 Other special loads (e.6 Loading messages: a) Reading standard loading messages for off-loading of holds.7 Dangerous goods: a) b) c) d) e) f) Cargo IMP codes. perishables. 1.10 Operation of aircraft loading systems: a) b) c) d) Elite Jets Sdn. Opening and closing of aircraft hold doors. Emergency procedures. Rejection criteria. In-plane loading systems.Training Manual Chapter 1 Introduction Issue Date Issue 01 Chapter Page 01MAR16 Rev. ULD and parcels labelling and marking. b) Marking and labelling.11. Page 22 .11. LHO): a) Cargo IMP codes. 00 01 22 1.11.9.9.. 1.

10. Use of aircraft parking guidance system(s). risk assessment.10. as applicable to assigned operational function(s): 1. Safety precautions. Practices. Principles. towing operations. if applicable.11.3 Equipment-aircraft connect and disconnect procedures. 1.5 Aircraft ground movement standard hand signals (ground-flight deck.11. b) Practices.11.10.11.Training Manual Chapter 1 Introduction Issue Date Issue 01 Chapter Page 01MAR16 Rev.10. principles. 1.7 Aircraft ground movement assistance: a) Scope of activities.11.10. responsibilities. Bhd.4 Aircraft ground movement standard verbal communications (ground-flight deck): a) Nose gear controlled pushback and towing operations. 1. Page 23 . 00 01 23 1. 1. principles. procedures. Hazards.10.10 Aircraft Ground Movement (AGM) Functional Training Specifications Training for personnel with assigned duties and/or responsibilities in aircraft ground movement operations shall address the following subject areas.11. Standard hand signals.11.6 Aircraft marshalling: a) b) c) d) Scope of operations. procedures. if applicable.10. c) Power-in and power-out operations. procedures. ground-ground): a) Nose gear controlled pushback.1 Aircraft ground movement operations: a) b) c) d) e) Scope of operations. Practices.2 Operation of equipment: a) Nose gear Pushback tractor(s). Elite Jets Sdn. b) Power back operations. c) Standard hand signals. responsibilities. as applicable.11. 1. b) Power back operations. b) Tow bars. 1. responsibilities.

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Bhd. 00 02 2.1 List of Guest Services Training Position No Subject Re-Familiarization / Recurrent DM DE Ticket Sale CBTO GSA Upon joining X X X X X 1 year X X X X X 1 GS Initial Training 2 Product Knowledge. SOP & System training 3 Communication/ Opening of A/C door from out side 4 Dangerous Good Awareness Course 2 years X X X X X 5 First Aid Awareness 2 years X X X X X 6 Bomb Threat & ERP 2 years X X X X X 7 Safety Awareness/ Human Factor Awareness 2 years X X X X X Elite Jets Sdn.Issue Date Issue 01 Chapter Page 25 Training Manual Chapter 2 Guest Services Training 01MAR16 Rev. X X Page 25 .0 GUEST SERVICES TRAINING 2.

00 02 Guest Services Initial Course List Mandatory Cause Duration Method Attendance Requirement 1 First Aid Half day Briefing All 2 Customer Experience Half day Briefing All 3 Product Knowledge 3 Hours Briefing and Exam All 4 Term & Condition of Carriage 3 Hours Briefing and Exam All 5 Standard Operating Procedures Half day Briefing and Exam All 6 Skyspeed 1 day Briefing and Exam All 7 Dangerous Good Awareness Half day Briefing and Exam All 8 Safety Awareness / Fire Drill Half day Briefing and Exam All 9 Human Factor Awareness Half day Briefing All 10 Safety Management System Half day Briefing All 11 Bomb Threat Awareness Half day Briefing All 12 Emergency Response Plan Half day Briefing All Elite Jets Sdn. Bhd. Page 26 .2 No Issue Date Issue 01 Chapter Page 26 01MAR16 Rev.Training Manual Chapter 2 Guest Services Training 2.

Page 27 . 00 02 Guest Services Initial Course Outline DAY 6 Issue Date Issue 01 Chapter Page 27 TIME SUBJECT REMARKS 0900 – 1300 Skyspeed with Exam 1300 – 1400 Lunch 1400 – 1800 Skyspeed with Exam 0900 – 0915 Grooming Check 0915 – 1300 Dangerous Goods and Awareness with Exam 1300 – 1400 Lunch 1400 – 1800 Safety Awareness/ Fire Drill (1500 – 1600) with Exam 0900 – 1300 Human Factor Awareness 1300 – 1400 Lunch 1400 – 1800 Safety Management System Safety Department 0900 – 0915 Grooming Check AACE Instructor 0915 – 1100 Bomb Threat Awareness AACE Instructor 1100 – 1300 Security and Terrorist Awareness Security Department 1300 – 1400 Lunch 1400 – 1800 Emergency Response Plan AACE Instructor 0900 – 1300 Disability Equality Training (DET) BEAT 1300 – 1400 Lunch 1400 – 1800 Disability Equality Training (DET) BEAT 0900 – 1300 Customer Service AACE Instructor 1300 – 1400 Lunch 1400 – 1800 Announcement AACE Instructor 0900 – 0915 Grooming Check AACE Instructor 0915 – 1300 Service Conversation 1300 – 1400 Lunch 1400 – 1730 Service Conversation (Role Play) 1730 – 1800 25 minute turnaround AACE Instructor AACE Instructor AACE Instructor AACE Instructor Guest Services Recurrent Course List Elite Jets Sdn.3 7 8 9 10 11 12 2.Training Manual Chapter 2 Guest Services Training 2. Bhd.4 01MAR16 Rev.

Page 28 .5 Issue Date Issue 01 Chapter Page 28 01MAR16 Rev. 00 02 No . Bhd. Mandatory Course Duratio n Metho d Attendance Requirement 1 Safety Awareness Program 2 Days Briefing Every 2 years 2 Human Factor Half day Briefing Every 2 years 3 Safety Management System Half day Briefing Every 2 years Guest Services Recurrent Course Outline DAY 1 2 3 TIME SUBJECT REMARKS 0900 – 1300 Dangerous Goods Awareness (CBT) AACE Instructor 1300 – 1400 Lunch 1400 – 1800 First Aid AACE Instructor 0900 – 1300 Bomb Treat Awareness/ Security Awareness AACE Instructor 1300 – 1400 Lunch 1500 – 1800 Emergency Response Plan AACE Instructor 0900 – 1100 Human Factor Awareness AACE Instructor 1100 – 1130 Safety Management System AACE Instructor Elite Jets Sdn.Training Manual Chapter 2 Guest Services Training 2.

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00 03 3.1 Ramp Initial Course List No . Page 30 .0 TOWING & MARSHALLING 3.Airside Visit / Do's &Don'ts Half day Briefing All Elite Jets Sdn. Mandatory Course Duration Method Attendance Requirement 1 Aviation World Half day Briefing All 2 Human Factor for Ground Operation Half day Briefing All 3 First Aid Half day Briefing All 4 Safety Management System Half day Briefing All 5 Dangerous Good Awareness 1 Day 6 Fire Drill 2 Hours 7 Security Awareness Programme 2 Hours 8 Disability Equality Training Half day 9 Emergency Response Plan Half day Briefing All 10 Bomb Threat Awareness Half day Briefing All 3 Days Briefing and Exam All Ramp Handling  BAG (Baggage Handling)  HDL (Aircraft Handling)  AGM (Aircraft Ground Movement) 11  LOD (Load Control)  TRC (Turnaround Coordination & Loading Supervision)  RRM (Ramp Resource Management) Briefing and Exam Briefing and Exam Briefing and Exam Briefing and Exam All All All All 12 Apron &Airside Safety Half day Briefing and Exam All 13 Ramp .Ramp Operations Manual Chapter 3 Ramp Training Issue Date Issue 01 Chapter Page 30 01MAR16 Rev. Bhd.

Bhd.Issue Date Issue 01 Chapter Page 31 Ramp Operations Manual Chapter 3 Ramp Training 3. operator's staff preparing dangerous goods as Company Materials (COMAT) Packers Staff of freight forwarders involved in processing Dangerous goods Staff of freight forwarders involved in processing cargo (other than DG) Staff of freight forwarders involved in the handling. Page 31 . storage and loading of cargo Operator's & Ground Handling Agent's staff accepting Dangerous goods Operator's & Ground Handling Agent's staff accepting cargo (other than DG) Operator's & Ground Handling Agent's staff involved for handling. storage and loading of cargo and baggage Passenger handling staff Flight crew members and load planners Crew members (other than flight crew member) Elite Jets Sdn. 00 03 Dangerous Goods Training Requirement General Philosophy Limitation General Requirement for shipper Classification List of dangerous goods Packing requirement Labelling and marking DG transport document and other relevant documentation Acceptance procedures Recognition of Undeclared dangerous goods Storage and loading procedures Pilots notification Provisions for passenger and crew Emergency procedures Categor y 1 2 3 4 5 6 7 8 9 10 11 Shippers & packers 1 X X 2 Freight Forwarders 3 X X 4 X X 5 X X Operator and Ground Handling Agents Security Category of Personnel Aspects of transport of dangerous goods by air with which they should be familiar. as a minimum 6 X X 12 X X X X X X X X X X X X X X X X X X X X X X X X 8 X 9 X X 10 X X 11 X X X X X X X X X X X X X X X X X X X 7 X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Category of Personnel Shipper and persons undertaking responsibilities of shipper.2 01MAR16 Rev. including operator's staff acting as shippers.

Lecture AACE Instructor 1000 – 1100 Fire Drill . Bhd.Ramp Operations Manual Chapter 3 Ramp Training Issue Date Issue 01 Chapter Page 32 01MAR16 Rev.Airside Visit / Do's &Don’ts Instructor / MTT 12 3.Practical AACE Instructor 5 1100 – 1300 Security Awareness Programme AACE Instructor 1300 – 1400 Lunch 1400 – 1800 Disability Equality Training AACE Instructor 0900 – 1300 Emergency Response Plan AACE Instructor 6 1300 – 1400 Lunch 1400 – 1800 Bomb Threat Awareness AACE Instructor 0900 – 1300 Ramp Handling (BAG) AACE Instructor 7 1300 – 1400 Lunch 1400 – 1800 Ramp Handling (HDL) AACE Instructor 0900 – 1300 Ramp Handling (AGM) AACE Instructor 8 1300 – 1400 Lunch 1400 – 1800 Ramp Handling (LOD) AACE Instructor AACE 0900 – 1300 Ramp Handling (TRC) Instructor / MTT 9 1300 – 1400 Lunch AACE 1400 – 1800 Ramp Handling (RRM) Instructor / MTT 0900 – 1300 Ramp – Apron & Airside Safety AACE Instructor 1300 – 1400 Lunch 10 AACE 1400 – 1800 Ramp . Page 32 . 00 03 Security staff who deal with the screening of passenger and their baggage and cargo Ramp Initial Course Outline DAY TIME SUBJECT REMARKS 0900 – 0930 Welcome Briefing AACE Instructor 0930 – 1200 Company Orientation Program AACE Instructor 1 1200 – 1300 Briefing by Ramp Department Ramp 1300 – 1400 Lunch 1400 .3 Elite Jets Sdn.1800 Image AACE Instructor 0900 – 1300 Aviation World AACE Instructor 2 1300 – 1400 Lunch 1400 – 1800 Human Factor for Ground Operation AACE Instructor 0900 – 1300 First Aid AACE Instructor 3 1300 – 1400 Lunch 1400 – 1800 Safety Management System AACE Instructor 0900 – 1300 Dangerous Good Awareness AACE Instructor 4 1300 – 1400 Lunch 1400 – 1800 Dangerous Good Awareness / Exam AACE Instructor 0900 – 1000 Fire Drill .

3. 00 03 Ramp Recurrent Course List No . Lunch Emergency Response Plan AACE Instructor Safety Management System AACE Instructor Lunch Human Factor Awareness AACE Instructor Ramp Handling Dry Run AACE Instructor / MTT Page 33 .4 01MAR16 Rev.5 Issue Date Issue 01 Chapter Page 33 Mandatory Course Duration Method 1 Safety Awareness Program 2 Days Briefing 2 Human Factor for Ground Operation Half day Briefing 3 Safety Management System Half day Briefing 4 Dangerous Good Awareness 4 hours Briefing 5 Bomb Threat Awareness 2 hours Briefing 6 Emergency Response Plan 4 hours Briefing 7 First Aid 4 hours Briefing 8 Ramp Handling Dry Run 2 hours Briefing Attendance Requiremen t Every 2 years Every 2 years Every 2 years Every 2 years Every 2 years Every 2 years Every 2 years Every 2 years Ramp Recurrent Course Outline DAY TIME 1 0900 – 1300 1300 – 1400 1400 – 1800 2 3 SUBJECT REMARKS Dangerous Good Awareness (CBT) AACE Instructor Lunch First Aid AACE Instructor 0900 – 1100 Bomb Threat Awareness AACE Instructor 1100 – 1300 Security Awareness AACE Instructor 1300 – 1400 1400 – 1800 0900 – 1300 1300 – 1400 1400 – 1600 1600 – 1800 Elite Jets Sdn. Bhd.Ramp Operations Manual Chapter 3 Ramp Training 3.

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1 Instructor Qualifying Program (IQP) 4. Failure to qualify for the IQP will result in necessary action being taken.0 INSTRUCTOR QUALIFYING PROGRAM (IQP) 4. 4.1.4 Assessment Team Members The assessment may be conducted by AACE Training Instructor on the relevant type of training with five (5) years of instructional experience in AACE.1. e) A particular training instructor is allowed up to a maximum of two (02) IQP attempts. c) On completion of the observation. the training instructors are required to conduct the relevant training supervised by a qualified type rating instructor. 4. the training instructor shall undergo the IQP process.2 Applicability of IQP a) Newly recruited training instructors at AACE b) Existing training instructor to be qualified for different type rating. d) After a complete observation and conduct with supervision program.1. 00 04 36 4. Page 36 . b) To enable newly recruited Instructors to acquire the knowledge. 4.1. b) All training Instructors are to undergo a complete observation on Initial training on the relevant type of training to acquire adequate instructional and subject competency. skills.3 Pre-Requisite and Frequency a) This IQP process encompasses an assessment on the training methodology and delivering of the training subject on the theory and practical. Elite Jets Sdn.Ramp Operations Manual Chapter 4 Instructor Qualifying Program (IQP) Issue Date Issue 01 Chapter Page 01MAR16 Rev. competence and confidence as an Instructor.1 Objectives of IQP a) To meet DCA regulatory and AACE requirements. Bhd. c) To establish the training instructors’ competency and proficiency that is related to the specific type of training.

g) The Assessor’s comments should be reserved for a debriefing session with the respective training Instructor after the assessment process is completed. Type of training for RQP includes: a) Initial b) Recurrent c) Regulatory Courses Elite Jets Sdn. during a break) and allow the IQP Training Instructor to relay the correct information when the class resumes. b) To ensure that instructors are current and remain competent in their type rating knowledge and skills in order to provide quality instruction.5 Issue Date Issue 01 Chapter Page 01MAR16 Rev. 00 04 37 IQP Procedures and Process a) The Assessor shall fill up the IQP form and provide objective comments and indicate the reasons for such comments. Page 37 . f) Where the Assessor observes any wrongful conduct or gross misinterpretation of information. The Assessor shall correct the error at any appropriate time (e. facilities and courseware.1 Objectives of RQP a) To meet regulatory and AACE requirements. d) The Assessor shall refrain from active participation when training is being conducted.2 Renewal Qualifying Program (RQP) 4.Ramp Operations Manual Chapter 4 Instructor Qualifying Program (IQP) 4. 4.2 Applicability and Types of RQP Applicable to all regulatory training instructors.2.g. Bhd.2. the Assessor shall intercept in a tactful manner to rectify or correct the misinformation.1. 4. c) To ensure instructional delivering techniques and methodology conform to the approved AACE Training Programs. b) The IQP form is to be submitted to the Program Manager for data collation and record keeping on completion of each process. e) The Assessor is expected to take notes of factual errors (if any) discovered during the training session.

In the event of a Non Compliance Report. Initial ii. Differences d) Regulatory Courses e) An assessment of the Instructor shall be carried out once every 24 months period. c) The Assessor shall fill up the RQP form and provide objective comments and justify the reasons for such comments.2.4 Assessment Team Members The assessment may be conducted by AACE Training Instructor on the relevant type of training with five (5) years of instructional experience in the AACE. e.5 RQP Procedures and Process a) For the Initial training. f) All RQP forms are to be submitted to the Training Manager for record keeping and documentation. e) Training Manager shall take the appropriate action based on the assessment results. 00 04 38 Pre-Requisite and Frequency a) The training instructor must have conducted at least two (02) types of training over the last twelve (12) months to maintain currency on instructional competency. Elite Jets Sdn. 4. Differences iii.3 Issue Date Issue 01 Chapter Page 01MAR16 Rev. Bhd. Comments should be reserved for the debriefing session after the observation is completed. b) This training shall include one (01) Initial training program and either one of the following: i. Re-Familiarization iv. etc. ReFamiliarization. the Assessor shall observe the entire training program conducted by the training Instructor.Ramp Operations Manual Chapter 4 Instructor Qualifying Program (IQP) 4.2. the assessment shall be based on 50% or more of the total number of training topics delivered by the training Instructor. Page 38 . the training Instructor shall be given another opportunity to improve his/her performance with a different assessor who will carry out another RQP assessment.2. Recurrent iii. 4. b) For the assessment of other types of training. Recurrent iv.g. Re-Familiarization ii.. Regulatory Courses c) Any training Instructor who does not meet the above requirement shall be required to observe a complete training program on any ONE of the following: i. Recurrent. d) The Assessor shall refrain from active participation when training is being conducted by the training Instructor. This assessment shall be based on the topics identified for improvement.

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