“Shaheen Airport Services”

SYED Waseem Ashiq

ROLL # 9653

Submitted in partial fulfillment of the requirement

For the degree of Master of Business Administration

At

Department of Information Technology and Management Sciences

National University of Modern Languages
H-9, Islamabad.
June, 2010

©Copy right by, Syed Waseem Ashiq 2010

 ACKNOWLEDGMENT

All praises and thanks to Almighty Allah. The Lord and Creator of this universe by
whose power and glory all good things are accomplished. He is also the most merciful,
who best owed on me the potential, ability and an opportunity to work on this project.

I am grateful to my respected teacher Sir Waheed who has guided me in each and every
step of this project. Indeed, without her kind guidance I may not be able to even start this
project. May ALLAH give him the reward which he deserves. I am also grateful to all
those members who are related to Shaheen Airport Services

Despite of the most hectic schedule, Sir. Syed Imtiaz Hussain shah (Admin Officer)
helped me so much. I'm really grateful to you Sir for clarifying my concepts and making
me learn from your experience. Whatever I learnt from you will definitely help me in my
upcoming study and the professional life ahead. Thank you so much for being so co-
operative and so helpful every time. I hope Sir I have been up to your expectations.

In the end, I am thankful to all my teachers and have a lot of prayers for them who give
me the knowledge and make me able to complete my master’s degree. Here I have
special thanks for Sir Waheed whose supervision guided me to complete my final
project.

Syed Waseem Ashiq

1
 DEDICATION

“I dedicate my projects efforts to my PARENTS and respected

TEACHERS who taught and hold my hands on every step of my life.

2
 EXECUTIVE SUMMARY

I have completed my master’s degree in Business Administration from National

University of Modern Languages Islamabad, and internship is compulsory for this degree
because university has recommended the internship. Internship helps us to get the
practical knowledge of the field and we get a chance to implement our knowledge which
we have gotten from our sixteen years of education. We become aware from the field and
its requirements that which types of abilities we should have so that we can perform well
in the field. I did the internship in Shaheen Airport Services Islamabad. Shaheen Airport
Service is the ground handling agent and named in Pakistan.

Shaheen Airport Services (SAPS) is a subsidiary of Shaheen Foundation, a welfare

organization of Pakistan Air Force with the largest set up providing complete ground
handling services at five major airports in Pakistan. Since then SAPS has continually
refined its services to meet the needs of its customers. SAPS adaptability and customer
care are central to the port-folio of ground handling services we offer. Whether you seek
partial or complete ground handling services, SAPS has the ability to tailor a program to
meet your distinctive needs. With the means to provide ground handling services at five
major airports in Pakistan namely, Karachi, Lahore, Islamabad, Peshawar and Quetta,
SAPS can take good care of your aircraft from the time it lands to take off as well as
arriving and departing Passengers, Baggage and Cargo.

In chapter 4 I also did the PEST analysis which is political, economic, social and
technological analysis. In some areas company have the strengths like it is situated in the
market, have a trust of customers. Shaheen Airport Services is facing a big threat of its
competitors. The company is affected by the political power and government, economy
and due to the new and advanced technology

Then in the 6 chapter of my internship report, I included my internship experience. I did

the internship in the Finance department of Shaheen Airport Services and got a lot of

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knowledge from my boss. My concerned department was Finance department whose
manager was Sir Shahab Idrees (Charter Accountant). He was a very skilled and
knowledgeable person and had a lot of knowledge and experience of Finance... All the
decisions related to Finance s were taken by the Finance manager who was answerable to
the general manager. My duties during the internship were assisting the Finance manager
and do the Cash Accounting Registers Cash Disbursement Billing Clients Recoveries
procedures of income Tax Filling of Income Tax Returns
Maintenance of Equipments. Today, with a market share of than 11,000 flights annually,
SAPS handles more than 15 scheduled airlines in addition to charter and Non-Schedule
carriers operating both freighters and passenger aircraft.

In the last, I give the conclusion about this final project and my internship in SAPS.
What are the things which I learned from this internship report and what are the skills and
strategies which I should implement in my life and personality so that I can achieve my
goals and objectives. At the end of this report I gave the references of all the data and
information which I have included in this report. The references are given in APA format.

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 TABLE OF CONTENTS Page

Chapter # 1 Introduction ………………………………………………….7

History of Saps……………………………………………………………........................9
Information about the organization………………………………………………….......10
Vision…………………………………………………………………………………....10
Mission…………………………………………………………………………………...10
Chapter # 2 Services………………………………………………………11
Aircraft Handling…………………………………………………………………….......12
Cabin Services…………………………………………………………………………...12
Security………………………………………………………………………………......13
Ramp Handling………………………………………………………………………......13
Catering………………………………………………………………………………......13
Flight Services………………………………………………………………...................14
Car Rental Services………………………………………………………………………14
Aircraft Handling Services……………………………………………………………....14
Aircraft Equipment Hiring……………………………………………………………….15
Aircraft Loading/ unloading services…………………………………………………….15
Ground Transport………………………………………………………………………...15
Representational Services………………………………………………………………..15
Passenger Handling Services………………………………………………………….....15
Cargo Handling Services………………………………………………………………...15
Specialized Cargo Handling Services……………….…………………………...............16
Compliance of Minimum Ground handling……………………………………………...16
Equipment Necessity and Availability…………………………………………………...16
Fire Fighting and First Aid Equipment…………………………………………………..17
Procedure………………………………………………………………………………...17
Equipment………………………………………………………………………..,……...18
Vehicles…………………………………………………………………………………..18

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Chapter # 3 Organization Structure……………………………………..19
Organization Structure…………………………………………………………………...20
Chapter # 4 Company Analysis…………………………………………..21
Swot Analysis……………………………………………………………………………22
Strengths…………………………………………………………………………………22
Weaknesses………………………………………………………………………………23
Opportunities……………………………………………………………………………..24
Threats……………………………………………………………………………………24
Pest Analysis……………………………………………………………………………..24
Political Factors………………………………………………………………………….25
Economic Factors………………………………………………………………………...25
Social Factors…………………………………………………………………………….26
Technological Factors……………………………………………………………………26
Chapter # 5 Internal policies……………………………………………..27
Training Facility………………………………………………………………………….28
On Job Training…..……………………………………………………………………...28
Refresher Training……………………………………………………………………….29
Ramp Maintenance Record………………………………………………………………30
Calibration of weighing Machine………………………………………………………..32
Chapter # 6 Internship Experience………………………………………36
Concerned Department information……………………………………………………..37
Working Experience……………………………………………………………………..38
Leanings/Achievements…………………………………………………………………
38Chapter # 7 Conclusion…………………………….

…………………….41
Conclusion……………………………………………………………………………….42
Recommendations………………………………………………………………………..43
References………………………………………………………………………………..44

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INTRODUCTION

7
INTRODUCTION:

Shaheen Airport Services (SAPS) in its role and task is a service oriented Ground
Handling Agent having two and a half decades long history in the field of Aviation
Services. In response to Shaheen Foundation’s request, the Director General Civil
Aviation approved the establishment of Shaheen Airport Services (SAPS) in November
1980. It took considerable time to mobilize the required resources and get requisite space
for SAPS to commence its operation. SAPS started Ground Handling Services from
Karachi in February, 1982 though it was formally inaugurated on 10th June, 1982 by the
then Chief of the Air Staff, PAF. Now it is country’s only GHA with membership of
IGHC and ISO 9001-2000 Certification for quality as the Company has being formed to
organize and operate as Ground Handling Agency with in Pakistan, at different airports.
In Pakistan it is an aviation organization holding AOC membership. We have established
good business relationship all over the world through our efforts and enjoy good
reputation in domestic and International business circle. For us customers come first, as
we understand the essence of commitment and execution to our client’s satisfaction.
Allahmdulillah, Year 2007 has been celebrated as “SILVER JUBILEE YEAR of SAPS.

Shaheen Airport Services (SAPS) is a subsidiary of Shaheen Foundation, a welfare

organization of Pakistan Air Force with the largest set up providing complete ground
handling services at five major airports in Pakistan. Sole aim of providing safe, cost
effective and quality services to airlines operating in Pakistan.

Since then SAPS has continually refined its services to meet the needs of its customers.
SAPS adaptability and customer care are central to the port-folio of ground handling
services we offer. Whether you seek partial or complete ground handling services, SAPS
has the ability to tailor a program to meet your distinctive needs. With the means to
provide ground handling services at five major airports in Pakistan namely, Karachi,
Lahore, Islamabad, Peshawar and Quetta, SAPS can take good care of your aircraft from
the time it lands to take off as well as arriving and departing Passengers, Baggage and
Cargo.

8
Today, with a market share of than 11,000 flights annually, SAPS handles more than 15
scheduled airlines in addition to charter and Non-Schedule carriers operating both
freighters and passenger aircraft.

SAPS is also a member of IATA Ground Handling Council thus continually attuned to
new developments in the world Aircraft handling industry. Our long experience, in
serving the world’s most reputable airlines, has equipped us well with excellent
operational expertise required to face current and future challenges, which distinguish us
from others in terms of safety, quality and reliability.SAPS is proud to place on record
above 96% on time performance and zero G.S.E., related to aircraft accident

Air Vice Marshal Arshad Rashid Sethi (Retd) Executive Director of SAPS has played a
leading role in the marketing aspects of the products. He is fully aware of modern trends
in the International Markets. It will not be out of place to mention the services of Mr.
Riaz Ala, Mr. S. Aftab Safdar , Mr. Shahab Idrees and Mr. Maqbool Ali Shah, that is
looking after different departments of SAPS. These four young fellows with their higher
education and thriving on the experience of their seniors have produced excellent results.

History of SAPS:

SAPA Aviation College:

Shaheen Airport Services (SAPS) the Ground Handling Agency, is a project of Shaheen
Foundation a welfare organization established by Pakistan Air Force. SAPS Aviation
College was established as a Training Centre at Karachi in February 1999 to provide
training to SAPS personnel for Passenger Services, Cargo Services and Ramp
Operations. The need for quality training  inherently imbedded in SAPS because of the
highest operational standards desired by the Chief of Air Staff PAF, Chairman
Committee of Administration, Shaheen Foundation, PAF. Therefore; Satellite Training
Centers were also set up at Lahore, Islamabad and Peshawar to enhance the ambit of
training and  the scope was expanded to include Dangerous Goods Regulations (DGR),

9
Flight Operations Officer (FOO) Course, refresher training, and ETOPS. CAA approvals
were obtained for the Training Facilities, Instructors and the CAA regulated courses.
FOO course is popular amongst the general public because of our quality of training and
comparatively low charges, while DGR and other courses are the first choice of airlines
and aviation organizations which care to provide quality training to their human resource

Information about the Organization:

Every successful company and organization defines its visions and mission and makes
the strategies and rules to achieve these missions and visions. To achieve these visions
and missions the organizations and companies have to fulfill the objectives so that the
long term visions and missions can be achieved. Same like that Super Asia also have
defined its vision and mission which are quoted here.

VISION:

“To be the market leader in every of our Services,

Nationally and regionally”
Our foremost aim is to think big, be the pace setter and modernizer. we have concrete
plans to replicate our best practices in every of our offerings, across the region. It is the
VISION that every employee of the organization is clear about.

MISSION:

“To provide ground handling to all wide body and narrow body aircraft used by
commercial or non-commercial operators in accordance with the rules & regulations of
CAA (Pakistan) and recommended procedures of the operators”

SAPS uses the best prevalent tools to win and maintain the satisfaction trust and loyalty
of its valued customers. Quality, Delivery and Innovation are the core elements of our
philosophy. Stake holders at every level strive to maintain the status quo of the company,

10
to deliver the best. Continues struggle with commitment is technique to accomplish this
mission.

SERVICES

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SERVICES:
Aircraft Handling:
We are well-equipped to handle all types of narrow and wide bodied commercial or cargo
aircraft as well as smaller corporate airplanes. From aircraft parking to servicing and
push-back, we provide all types of services to handle an aircraft once it is on ground. Our
aircraft handlers are highly qualified and go through regular refresher courses at our
Aviation College.

SAPS have a team of experienced and dedicated staff for passenger handling.
Personalized interaction with passengers ensures the confidence in the airline for
departing passengers from check-in to boarding and arriving passengers up to delivery of
baggage our committed staff is always present to assist them to make their travel
comfortable and memorable one. Automated check-in is performed through CUTE and
SITA DCS to ensure less waiting time at check-in-counter. Lost & found baggage is
handled through most modern World Tracer System and the Passengers are kept
informed of the status. SAPS has effective control over staff performance, who are
guided and supervised to give and maintain service quality. 

Cabin Services:
SAPS do understand that proper appearance of aircraft and comfort for flight passengers
are key to an airline's image. SAPS cabin cleaning staff, therefore, with effective
supervision always make certain that cleanliness and tidiness are maintained at all times.
SAPS also places special emphasis on hygienic conditions and, therefore, deploy
dedicated staff to clean toilets and galleys.
SAPS Workshop maintenance facilities are available round the clock to assist airlines'
flight operations.

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Security:
SAPS is able to supply Ex-Armed Forces fully trained and committed staff who may be
utilized according to the individual requirements of the airline.

Ramp Handling
SAPS is fully equipped to handle any number and type of either narrow body or wide
body freighter or passenger aircraft as well as VIP / VVIP and Executive Jet Aircraft.
SAPS places high importance to the smooth handling and on time departure of any flight
by deploying adequate Ground Support Equipment and sufficient trained manpower.

We may add that SAPS staff is effectively supervised and are trained to work with
determination, considering ground time their enemy and thus they often succeed in
reducing ground time due to delayed arrival of aircraft

 Catering:

SAPS arranges - on request, a wide variety of meals catering from First Class dishes to
Economy meals and snacks, which are prepared to exact specifications by reputed airline
Caterers

CUTE: Common User Terminal Equipment

CUTE is the industry's preferred choice worldwide for automated check-in which gives
multifarious benefits to the airlines and thus being extensively used by major Airlines or
the Ground Handlers with over 267 million passengers being checked-in annually.
SAPS takes great pride to point out that we are the sole Ground Handler in Pakistan
having installed CUTE-Lite System at Karachi, Lahore and Islamabad Airports.CUTE
offers the latest IT Solutions for quick check-in and boarding. It provides a common
platform with functionality to handle multiple airlines simultaneously from a single
check-in position thereby reducing passenger waiting time.

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Flight Services:

SAPS Flight Dispatch Offices are operational 24 hours manned by qualified and
experienced staff that are fully capable to provide crew briefing, flight documentation,
ATS flight plan filing, NOTAM, including in-flight assistance.
Over flying / landing permission through CAA
.Metrological information.
Crew Administration and Arrangements for hotel accommodation, as well as surface
transport. In addition to above SAPS may coordinate with your refueling agent and
caterer, if required.

Car Rental Services:

Whether it is touring the historical sites of Lahore, or simply returning home our
reliability and efficiency has upheld our good name. We have a good selection of
comfortable and reliable vehicles fully equipped to the highest standard.
In addition, our multilingual team of escorts has many years of driving experience and is
thoroughly knowledgeable of the historical sites in and around Lahore.Over and above
the experience, our escorts are professional, courteous, impeccably dressed and punctual,
which is important to the modern day travelers. We're proud of our flexible service that
can be tailor made to suit your travel needs. Whether it is a business traveler, an
excursion to a historical site, museum or a restaurant, we can help make a gracious
impression to a day or night out.

Aircraft Handling Services

These Services deal with the general supervision of the aircraft handling services, which
include complete ramp handling and passenger handling in terminal building and Cargo
operations.

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Aircraft Equipment Hiring

Instead of getting the full handling the airlines can request for partial services of ground
handling equipment i.e. GPU, Water Cart, and Flush Cart etc which is provided to them
on reasonable charges mutually agreed.

Aircraft Loading / Unloading Services

This service deals with aircraft to provide the equipment to Load/ Unload Passenger /
Cargo and other equipment and taking them from the aircraft to passenger terminal and
Cargo Bay.

Ground Transport

Arrangements for the passenger / crew transport together with their baggage and cargo
between aircraft and passenger terminal and any other agreed point with in airport limits.

Representational Services

This deals with the arrangement of catering facilities, and concerns with the movement to
carry / deliver flight documents and to liaison with local authorities.

Passenger handling Services

Providing check-in counters, Check-in baggage and the basic transportation to and from
aircraft for passengers. Other services include loading / offloading of aircraft and assist
services of arrival, transit and departures.

Cargo Handling Service

The Loading / offloading of cargo and transportation of cargo to Cargo Section.

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Specialized Cargo Handling Services

Providing storage for import / export cargo which can include chilled, dangerous goods
and also provide the passage for the domestic cargo.
Compliance of Minimum Ground Handling Equipment

Shaheen Airport Services (SAPS) has the minimum equipment essential for the ground-
handling agency at CAA airport as per CAA rule CAAO-11-6 A.

Equipment Necessity and Availability

Equipment necessity directly depends upon the aircraft to be handled by the handling
company. Shaheen Airport Services has all the required equipment to handle airlines,
executive jets and helicopters of all kind. Ramp equipment is necessary to handle an
Aircraft without which a complete and safe handling cannot be provided. SAPS also
value the importance of regular induction of latest Ground Handling Equipment. Every
year Millions of Rupees are invested in new equipment. A five years development plan
envisages pumping in of Rs. 1 billion in new equipment. Following is the list including
Equipment type/quantity.
Detail of Equipment/Quantity/Make and Model is placed as appendix “A” at the end the
Exposition Manual.
Procedure for Retention of Maintenance Record of Apron
Vehicle/Equipment

The procedure for Retention of maintenance record of apron vehicles/equipment is given

below:-

(a) Whenever a defect occurs in the vehicle or equipment. The driver/operator of that
particular vehicle/equipment will write about the defect in the Defect Register.

16
(b) Defect Register is to be seen by the AM Maintenance daily and if the defect is
minor then it has to be removed at the earliest.

(c ) If the defect is a major un-serviceability it is written in the Un-serviceability

Register, which is daily endorsed by the Manager Ramp and General Manager.

(d) Apart from the above mentioned registers, every vehicle/equipment has a log
book in which all the details of defect/un-serviceability are written and log book is
maintained with the vehicle.

(e) The above mentioned documents are maintained in custody with A M

Maintenance.

The above mentioned procedure is to be followed by the SAPS maintenance crew in

letter and spirit.

Fire Fighting and First Aid equipment

EQUIPMENT TYPE
Fire trolley on the hard standing for CO2 Gas
Aircraft starts
Fire extinguisher in the store and in DCP
the offices

First Aid Kit for Office

Procedure

1. Fire drills = At least once in a year fire drill practice is being carried out.

2. Telephone Numbers of concerned agencies are being displayed in all prominent

areas and on notice board for information / action by all relevant personnel in case of any
emergency.

17
3. A regular and timely inspection of emergency equipment is being carried out by
in-charge ground support equipment and informs his in-charge ground handling services
for remedial action (if required).
Equipments:
Islamabad
Full range of adequate motorized and non-motorized GSE, enables SAPS to handle any
number and aircraft type. The maintenance staff performs daily inspection of equipment
to ensure it's reliability and efficiency, and thus ensure smooth and safe operation.
SAPS have an ongoing equipment replacement as well as provision for purchase of new
GSE, for anticipated growth in volume. We are investing more in our equipments
renewal programme than any other operator in Pakistan., to maintain our edge in
handling. SAPS is the only ground handling company in Pakistan, with Towbarless
Aircraft Towing Vehicle on it's inventory.
Motorized GSE
 Aircraft Towing Vehicle
 AC Van
 Ambu Lifter
 ASU
 Container Dollies
 Cherry Picker
 Conveyor Belt
 Fresh Water cart
 Fork Lifter 10 Tons
 Fork Lifter 5 Tons
 Flush Cart
 Main Deck Loader
 Main Deck Loader 30 Tons
 Passenger Steps
 Transporter 7 Tons
Non Motorized GSE
 Container Dollies
 Ground Power Unit
 Pallet Dollies
 ULD Dollies
 Heavy Duty Dollies

Vehicles
 Neo-Plan Passenger Bus
 Coaster

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 Ramp Liner
 Water Truck

ORGANIZATION STRUCTURE

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ORGANIZATIONAL STRUCTURE:

GENERAL MANAGER

PA TO GM

SNR MGR OPS MGR CARGO MGR RAMP

AM PS/DSM CARGO OFF A M MAINT RAMP OFF

TFC OFF FLT OPS OFF ACO TECH STAFF RAMP SUPRV

ATO JNR FLT OPS CA SSK OPS DRIVERS

AUTO TECH
TA

A M SECURITY A M ACCTS MGR ADMIN

SECTY ASSTT SCANNING SUPV ACCOUNTANT AA O

SECTY STAFF SCANNING STAFF ACCTS STAFF ADMIN STAFF

CCTV STAFF

AM PS : Assistant Manager Passenger

Service
TO : Traffic Officer
ATO ; Assistant Traffic Officer
TA : Traffic Assistant
A C O : Assistant Cargo Officer
CA : Cargo Assistant
AAO : Assistant Admin Officer
SSK : Senior Store Keeper

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COMPANY ANALYSIS

21
In chapter number four of my final project of internship I have done the analysis of
SAPS. Here I did two type of analysis; first one is SWOT analysis in which I examined
the strengths, weakness, opportunities and threats faced by Saps. And second analysis in
this chapter is PEST analysis which is about politics, economic, social and technological
changes. First I did first SWOT analysis and then PEST analysis.
SWOT ANALYSIS:

SWOT stands for strengths, weaknesses, opportunities and threats. This is the analysis
related to the strengths which SAPS proudly have, weakness of SAPS, opportunities
which Saps can avail to prevent from the threats faced to the company and the
weaknesses of the company. The reason to do this analysis is to find out that, what are the
strengths of the company which can overcome the weaknesses of the company and to
determine the opportunities which can company avail to prevent the threats to the
company. I will individually examine the strengths, weaknesses, opportunities and the
threats faced by Saps here.
Strengths:

 The company has built up goodwill in the market of Pakistan, from a very long
time.
 SAPS gains prominence among ground handling operators in Pakistan, by having
attained ISO certification in the year 2005 in ISO 9001-2000 Quality
Management System.
 SAPS operates in a highly competitive environment, and has always been
customer focused
 SAPS aims to deliver consistent, high quality services to our valued customers,
and aim to continually improve on international standard.
 SAPS quality planning team in Pakistan facilitated the ISO 9001 implementation
project and worked closely with SAPS teams in Karachi, Lahore, Islamabad, and
Peshawar.
 SAPS is capable of taking good care of your aircraft

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  SAPS has five ground handling stations in Pakistan, namely, Islamabad, Karachi,
Lahore, Peshawar and Quetta. Additionally, Shaheen Airport Services is capable
of setting up station on a temporary basis to provide ground handling services,
anywhere in Pakistan..
 The company is having a number of old employees who are committed and loyal
with the company.
 SAPS retains its employees by offering benefits like old age benefits, disability
benefits, disease benefits, medical facilities in the company hospital and advance
pay etc.
 SAPS is the only ground handler operating in Pakistan, which is capable of
handling all types of goods, be they regular, dangerous, precious, or time
effective.
Weaknesses:

 Technical labor of the company has the negative views about the management of
Saps.
 There is shortage of skilled labor in the company due to which the company has
to face a large of competition
 The advertisement budget of Saps is very short comparatively other Companies in
the market.
 Most of the managerial staff is not well educated.

 There is also a very weak point in the management which is overstaffing. There is
overstaffing in the management.
 The salaries of management staff are very low due to which the well educated and
experienced people does not come for the job in company.
 The complaints department does not provide the proper services to the customers
of the company.
 The company has not developed the proper promotional strategies for
international markets.

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Opportunities:
 Due to the strong financial position of the company, the management can use the
latest technology.
 As the company is financially very strong, so it can use electronic and print media
to increase their Revenues.
Threats:

 Latest Technology is the very big threat to Saps.

 Other competitors of SAPS are offering the same services at relatively lower
prices.
 A large number of new incoming companies are increasing the competition in the
market.

PEST ANALYSIS:
A scan of the external macro environment in which the firm operates can
be expressed in the following factors;
1. Political
2. Economic
3. Social
4. Technological
PEST analysis is used to describe a framework for the analysis of these macro
environment factors.
A PEST analysis fits into an overall environment scan as shown in following diagram

Environmental scan

Macro environment Micro environment

PEST ANALYSIS
Political Factors:

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  Pakistani government is somehow stable in these days and focusing on the foreign
trade. Saps is taking advantage of this move by government and is trying to
increase their Revenues.
 Government is providing opportunities to the companies to provide benefits like
old-age benefits, disability benefits, pension, etc. These benefits are to be
provided by every company under the supervision of Social Security Ordinance.
Saps are also providing its employees the benefits of social security.
 Government has allowed the Puffery statements in advertisement but there should
be truth in selling and deception statements are not allowed.
 The company has a trade mark and a trade name that gives the company an
exclusive right by the government policies to use it and enter into contracts and
dealings through its registered trade name
 The company is bound to follow the workers safety regulations as laid down by
the workers safety act.
 As the policy of government the minimum wage that should be given to a worker
is 6000/=
 All the tax related policies are being followed by Saps.

 The company also publishes its annual reports as are compulsory to publish by the
government.

Economic Factors:

 Saps play an important role for economic growth by contributing to the economy
of the country.
 The cost of production includes wages of workers, salaries to the staff, purchases,
utilities, carriage inward and outward, etc.
 The company offers a variety of products for different classes of customers. For
example, good quality and a bit expensive products for higher class and cheaper
products for middle and lower class customers.
 The prices of services of Saps are higher than products of its competitors but still
Saps has the largest market share due to the quality of its products.

25
  The exchange rate of the company is high due to which the customers have the
confidence on Saps.

Social Factors:

 The salaries and wages of the workers and management are not satisfactory so the
income distribution factor is not satisfactory.
 Saps is funding many NGOs and welfare organizations in the whole country.
 The company is providing services which are helping in improving the life style
of the people.
Technological Factors:
 The company is having a computerized lath machine which helps in reducing
labor cost and time needed to produce a dye.
 Due to technological improvements many services are available at lower prices
saps is taking full benefit from it.
 The company has provided the computers to the staff members to eliminate the
cost of stationery and to save the time.
 Different software are being used in every department for advertisement,
employee data base, payroll and for the maintenance of accounts.

26
INTERNAL TRAINING/POLICIES AND AUDIT
PROCEDURAL

TRAINING FACILITY

27
Introduction:-

1. It is company’s policy to provide education and professional training to its

employees. Staff should attend training sessions conducted by Shaheen Airport Services
(SAPS). The idea is to keep Staff up-to-date and vigilant about, policies and regulations.
Another advantage of imparting training is to improve the capability of staff for better
performance.

Training Provision

 Training provided by the company is solely for the purpose to train staff to conduct
their duties safely and professionally at the premises of Islamabad International
Airport.

 All newly inducted driver / operators must attend relevant training session and would
conduct their duties for at least one month with experienced staff after their
appointment, only successful candidate would be given solo operation authority.

 All other staff including traffic flight operations must attend relevant training sessions,
read the related manuals and books to keep themselves current and informed with the
knowledge and amendments to carry out their duties efficiently.

 It is responsibility of higher management to monitor staff through training and evaluate

them for promotions.

On Job Training (OJT)

2. All the Ground Handling staff employed has been working on respective positions
over a long period of time and hence normally will not require any formal Training.
However if any weakness is noticed it will be made up through on job Training.

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3. For new inductions On Job Training is given with the supervision of senior staff
for certain periods and record is kept on each step so that after completion of On Job
Training he is assigned his duties individually.
Refresher Training

4. In order to update knowledge of ground handling staff, a refresher training in

relevant training institute, duly approved by CAA (Pakistan) / IATA will be arranged as
per requirement.
Proficiency Test

5. Yearly proficiency test will be carried out to check the knowledge of the ground
handling staff.
Special briefing

6. On receipt of any special instruction from CAA (Pakistan) or operator, about any
amendments in procedure, Special briefing / lecture will be arranged.
Record

7. An updated record of training carried out will be maintained and checked off &
on by Manager Operation & PS.
Study Material Used for Training Session

 Airport Handling Manual

 Standard Operating Procedures
 Flight Dispatch Manual / Navigational Charts / Flight Computers / Approach
Plates / Flight Supplements / Notams / Amendments
 Dangerous Goods Manual
 Technical Manual
 CAA Rules
 Safety Manuals
 Contingency Procedures
 Weight & Balance (Trim Sheet)
 CAA / ASF / ETC Rules amendments
 Live animals

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  Perishable Items

Ramp Maintenance Procedure & Record

Introduction:

1. The procedure for maintenance record retention is different for different type of
maintenance. There are two types of maintenance.

(a) Scheduled Maintenance

(b) Un Scheduled Maintenance

Scheduled Maintenance

2. So far the scheduled maintenance is concerned; the vehicles are taken for
maintenance according to monthly scheduled chart displayed in maintenance section. In
schedule maintenance there are three different types of inspections.

Monthly
Three Months
Yearly
3. In these inspections there are different items to be checked / serviced / overlooked
according as mentioned in their schedule maintenance manual. After completion of
servicing the vehicle is brought in use and items consumed during servicing /
maintenance recorded in schedule register LP register and vehicle log book and verified
by assistant manager ramp by putting his signature on relevant documents as mentioned
above.

Un Scheduled Maintenance

4. Vehicle when develops some defect and is reported to maintenance section and
brought on record in writing for its rectification. The operation section of ramp side hand
over the vehicle for its repair in maintenance cell. Vehicle repair will be taken in hand as
early as possible and after its completion, it is handed over to operation side for its reuse.

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During rectification some spare parts are used, those are entered in the register, LP
register and vehicle log book of that particular vehicle, this recording is then signed by
the assistant manager ramp section.

Medical Record of Operators of Ramp Vehicles:

5. Operators and drivers employed by Shaheen Airport Services (SAPS) for

handling ground support equipment at apron on the aircraft have to go through a thorough
medical examination by a competent doctor who recommends them fit for the driving
duties at apron at the time of induction in service. The doctor may be the Civil Aviation
Medical Officer. The second check of relevant staff would be due after one year of
complete service or when required. The copy of the medical examination certificate
should be forwarded to the CAA office of airworthiness for record. Moreover, another
copy must be retained in company’s record. Same copy of medical certificate is used to
apply for apron driving or operator’s permit from CAA.

5. It is also important for a ramp supervisor to continuously monitor the performance

of operator and drivers and maintain a activity logbook. Any ill performance of
operators and drivers must be notified to the higher officer for necessary action.

Maintenance Procedure & Schedule of apron vehicles equipment:

7. For the schedule, maintenance of vehicle / equipment a scheduled inspection chart
is prepared for the complete current year from January to December. Vehicles are
inspected in every months of year according to its schedule. All systems are serviced /
overhauled and some of the items are replaced. The vehicles are handed over to
maintenance section for their scheduled maintenance. Maintenance is carried according
to the maintenance schedule guide chart. These charts are displayed in ramp office for
guidance.
8. These required data entries are endorsed in the relevant documents (vehicle log
book) schedule maintenance register.

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Internal Inspection / Audit of Apron Vehicle / Equipment

 The qualified maintenance team is maintaining the vehicle / equipment. The

vehicles are given check for effective operation after every repair /
maintenance, Emphasis is made on the proper recording of the items
purchased / repair carried out.

 Vehicles held on the inventory of the Shaheen Airport Services are listed in a
register being maintained in the ramp operation office. The use of vehicle on
the aircraft as and when required is recorded everyday in the booking In / Out
register.

 Remaining record of all the vehicle in use is kept updated monthly.

 The fuel issued to vehicle is also recorded in the same register and its average
consumption is maintained monthly. The monthly running and fuel
consumption record finally transfer to vehicle logbook, which is the complete
history of the vehicle for its stipulated lifetime.

Calibrations of Weighing Machine / Meters / Gauges

9. Ground support equipment is held in Ramp section in Shaheen Airport Services,

following is being carried out.

(a) All the vehicles are installed with different types of meters / gauges for
various types of operational requirements. The common user vehicles are
installed with normal gauges for measuring air pressures, water temperature
and fuel level or for any un-serviceability they are replaced with the new one
or repaired properly and tested before put them to use.

(b) Some of the equipment like ground power unit is installed with the special
gauges / meters to provide proper output information.

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 (c ) Ground power units provides electronic supply to aircraft so the meters are
required to be fully serviceable if there is error in reading that is required to be
corrected. Such gauges are required to be calibrated form the authorized
dealer.

(d) Weighing scales must be calibrated from time to time to control aircraft
weight & balance.

In addition to any local airport safety regulations, the following rules must be strictly
adhered to at all times on the ramp.
 Safety must be the primary consideration of everyone working on the Ramp. It
requires constant vigilance, attention to procedures and alertness to potential
hazards.
 In case of any damage to the aircraft occurs or is noticed it must be reported
immediately to the operators, ground engineer.
 Never indulge in any activity that is likely to distract your attention from
RAMP safety.
 Ramp safety is paramount and should never be compromised for any reason.
 Any act or omission which may jeopardize the RAMP safety is a serious offence.
 Smoking and the use of matches, lighters etc. on the Ramp is Strictly
forbidden.
 All personnel must wear reflecting orange jacket when on the RAMP.
 Prior to arrival of the aircraft the ramp has to be checked and cleared of any
foreign objects in order to avoid damage to the aircraft.
 Ensure that nothing is littered on the RAMP that is likely to attract birds.
 Loading and servicing equipment must not approach the aircraft until the
engines have come to a complete stop, anti-collision light switched off and the
parking brake of the aircraft is set or the chocks positioned.
 Safety cones must be placed immediately after the aircraft is switched off
unless advised otherwise by the operator.
 The maneuvering of equipment in the vicinity of aircraft must take place with
utmost care and accuracy.

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 Loading and servicing equipment must not be positioned or maneuvered under the
aircraft wings.
 Host lines and connecting cables must neither be crossed by servicing equipment
nor by any other kind of vehicle.
 Mobile equipment excluding fuel trucks must not be positioned within the venting
Areas during fuelling and de-fuelling.
 Mobile equipment must only be operated by well- trained/ licensed personnel.
 No equipment is to be left unattended / unmanned on the RAMP at any Time.
 Ensure safety margin between the aircraft and loading/ servicing equipment In
order to avoid damage caused by vertical movements of the fuselage during
loading, unloading and fuelling.
 Passenger routes to and from the aircraft must be selected in such a way that the
risk of accidents is kept to a minimum.
 Walky-talkies shall not be used inside the cockpit.
 Any violation of RAMP safety or an unusual occurrence on the RAMP
must be Promptly reported to the DSM.
 At no time, while engines are running, shall cargo loading carts be pushed Into
Position for loading and unloading.
 Jet engine blast velocity ( from the rears of engine ) is enough in it self to
lift People from the ground and blow them away. The blast Velocity of a
B747 when engine is only IDLING is as high as 100 MPH (160 kph) and it is
also extremely hot .
 Protect all G.S.E. From jet blast. ( Blast can actually throw 340 KG baggage
trolley over a ( 3METER FENCE ).
 During fueling the air is passed out of tanks through the fuel vents. Of course it is
not really air that escapes but a mixture of air and fuel vapors. They are very
easily ignited.

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Blast Area:
The Blast Area is the area behind the aircraft effected by the exhaust of the running
engines. This blast is strong enough to lift or topple down even person and objects.
Precautions:
 Keep 60-70 meters distance behind the slim narrow body aircraft or equal to 2
Aircraft lengths.
 Keep 100 meters distance behind the wide body aircraft (or equal to 2 aircraft
Lengths).

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INTERNSHIP EXPERIENCE

36
I have been working in SHAHEEN AIRPORT SERVICES Ltd as an internee for 6
weeks. The reason for choosing this company for internship experience was that it is one
of the biggest companies in our city. Although other companies and banks also offer the
facility of internship for MBA students but I decided to work in SAPS for its reputation
and its friendly environment. Although an internee is not a permanent employee of the
company but can get a lot of knowledge and skills in this very short period and so did I.

I took it as opportunity for me and my career and tried to acquire as many skills as I
could. The management and other staff of my department have been very cooperative and
guided me throughout my internship period. They treated me like the employee of the
company and took my full time to work in the company for me to get used to of working
in an organization. It was for the first time in my life when I felt that there are some
practical and reasonable assignments in front of me and I tried to accomplish each and
every task with full of my responsibilities and capabilities

CONCERENED DEPARTMENT INFORMATION:

I did my MBA in finance so it was necessary to do the internship in the finance
department. Due to this reason I decided to select the finance department of “SAPS”. In
this company each department is governed by director, so finance director was the head
of the finance department. Under director the General Manager Finance Shahab Idrees
(Chartered Accountant) was managing the finance department.

Finance Director

Finance Manager

Assistants Accounts Officer

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WORKING EXPERIENCE (DUTIES/ RESPONSIBILITIES)
During the internship in “SAPS” some duties and responsibilities were assigned to me
and I have to complete these tasks with my full attention and responsibilities. Here I am
giving some little bit detail of these duties and responsibilities:

 My primary duty was to assist my boss who was the Shahab Idrees (Chartered
Accountant) It was also assigned to me to go with the salesmen to deal with the
company’s existing and new dealers.

 My boss gave me an assignment to scan all the books of documents.

 The second task was to work with one of accounts officer for further learning and
grabbing grip upon the cash accounts registers, cash disbursement record registers
and preparation of accounts.
 Then I was taken to next step that was how to deal with billing of
clients/individuals, Recovery procedure of income tax, filling of income tax
returns
 Once I got grip on above all then I was oriented about, how to prepare
maintenance of equipment asset record.
 After completion of scanning and learning about accounts and their maintenance
my immediate boss grant me task by my own regarding the above mentioned.
 My boss also consults with me about my task I did then motivate me and orient
me more along with rectification of mistakes I did while performing my duty.

LEARNINGS/ ACHIEVEMENTS:
The main purpose of internship is to get a practical experience
in finance department and to get some practical knowledge. Usually the period of
internship remains short but we can learn a lot from this period. This was first time in my
life when I was doing some reasonable and practical tasks. A lot of learning and
achievements I have gotten from the finance staff like:

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  First thing I learnt from this short period of job is punctuality. I learnt from this
how to be in time in the company.
 The second thing is dressing, professional dressing matters a lot. By seeing my
seniors and colleagues I start to copy them in dressing.
 It was a big achievement for me, that I learn how to do the work in team and
group of people. Working in the team should be learnt..
 How to sit in professional people, how to look, how to talk and how to work is
also learning for me.
 I learnt from the organization that how to accomplish the tasks and the
assignments which were assigned to me.
 It was first time in my life to work whole day in the company with full
responsibility, to go in time and to off in time.
 I learnt how to implement my MBA knowledge on this job. I learnt what the
practical implementation of the book knowledge is.

SKILLS USED AND ACQUIRED:

To do any type of job a number of skills and abilities are necessary and when this job is
professional then a man should perfect and have a lot of skills and abilities to perform
any type of the task. In the marketing department a man learns only about the marketing
strategies and about the sales that how to grab a customer and how much able you are to
sell a particular product to any customer. and in human resources field a man should be in
proper dressing, well presentation power, can handle the workers and punctual. Same like
these I did the job in the finance field where man should have the ability to making and
analyze any type of the account, can operate Microsoft office, long term writing capacity
and proper dressing etc
In finance department following are some of the skills needed and acquired:
 I learn how to deals and play with the accounts of clients which the prime
responsibility of accounts is and finance student.
 Maintenance of ledgers and books of accounts is not an easy task but my
superiors were so much cooperating and skilled which lead me towards a lot of
learning.

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  My skills of communications and dealing with professionals were boosted up.
 I learn how to make financial statements along with cash accounts registers which
was a great achievement for me.
 The very complicated task ever for me was how to make recoveries procedures of
income tax and filling of income tax returns but this company taught and make
me so enough able regarding these challenges.
 I learn how to communicate with subordinates and superiors and how to make
differentiation between high level and low level management.
Above all are the skills which during my education career but “SAPS” made me able and
grant me by mentioned skills. I never learn

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 CONCLUSION AND RECOMMENDATION

CONCLUSION:

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Organizations exist when two or more people work towards achieving common goals. An
organization can never be better than the people it hires. Hence we have to get the best to
be the best because the performance of the employees reflects the company’s image and
standing in the market.
Out of the three M’s i.e. Man, Money & Machine, probably the human dimension is of
the utmost importance. Hiring employees is not the sole objective rather the primary goal
is to devise a tool that can help the organization attract, maintain, retain and motivate
them enough to give their best to the organization. Training and development is therefore
the first step towards success. Better the quality of the employees better the performance
of the company.
A company’s ability to meet the training and development challenges provides an
opportunity to make significant contribution to the company. With better quality people
executing the company’s operations the HR department can create a competitive
advantage for the company. Here in the end I want to sum up my report of internship in
“SAPS” in few words. Again I would like to say thanks to “SAPS”and it all employees
for providing such supportive environment of learning. I must say that my 6 weeks
internship experience in “SAPS” was a great learning time and I believe that it will be
very helpful for me in future career
.During my internship in “SAPS” I had chance to practically use my knowledge and
skills which I have gained during my study as well as I gained and experienced different
new skills on the job.
Here in the report I have tried my best to give very informative and useful details
regarding my internship in Super Asia and I believe that by reading this one would agree
with me that gaining practical experience of what we learn in books is as important and
useful as any other thing. I was fortunate enough to secure a position as an internee here
and thereby able to do an in depth analysis of the working environment of this company
from the inside and of the external environment

RECOMMENDATIONS

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 1. If constant care is not exercised during all maneuvers on Ramp and around
aircraft, Injury to people and damage to air craft and equipment may result. So
it should must be bring into consideration during maneuvers.

2. Damage however, slight, Could have fatal consequences to a pressurized aircraft.

Additionally damage to any part of aircraft or to Ramp equipment can cause delay
to services and may involve costly repairs.

3. A habit makes a person indifferent and careless.

4. Be aware of the other person who may not be observing the rules of safety.

Unauthorized persons should not be permitted on the Ramp.

The following restrictions apply for the venting area.

 No vehicles, equipment or load shall be parked in the venting area.

 The venting area shall not be passed by any vehicle or person not directly
Connected with the fueling.
In take Area:
The front of running engines is known as the intake area. The suction of the
compressor of a jet engine is five times greater than the whirlwind.
So,
Keep a minimal distance of 8 meters from the front of the running engines.
Or
 Never go behind the aircraft nose if engines are on the wings.
 Never go behind the wings if the engines are running and positioned at
the back of the fuselage.

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REFERENCES:

http://www.saps.com.pk
http://www.google/encyclopediareports.com.pk
http://www.google.com
http://www.scribd.com
 Personal visit and meeting with Assistant Accounts Manager “Karamat Hussain”.
 SAPS magazines and newspaper.

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