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Service Parameters Project

Singapore Airlines’ Vice President Cargo Sales & Marketing, Mohamed Rafi Mar

We have been working on a series of projects to take Cargo iQ to the next level, building on our work to date, to support a quality-driven future for air cargo.

The importance of these developments has perhaps never been in such sharp focus as nowadays and in order to keep you updated, we are launching a series of articles to give more detail on our progress.

In order to continue to help our industry improve , Cargo iQ champions various projects, that are aimed at more transparency, better planning and control and improved evaluation.

Our goal is to achieve an objective, shared truth for 100% of our shipments ; measuring everything, planning and monitoring everything closely aligned with operational reality, and ensuring we provide the industry with a standard for service delivery management through meaningful tools, from routemaps, through audits to information.

We will highlight five of our ongoing current projects, and for this article, we will be looking at Service Parameters:

  • Service Parameters

  • Exception handling code procedure

  • Warehouse-ramp handover events

  • Solution for small and medium forwarders

  • Care Mapping

The Service Parameter Project introduces shipment planning, control and evaluation in a more refined and specific, yet flexible way.

So far, Cargo iQ’s planning and reporting have simply been based on a flight-specific itinerary, but in the new world of digitalization, we need a system which can capture more nuanced requirements to reflect the full nature of carrier offerings and shipper and forwarder needs.

Members need to be able to measure and evaluate shipment success against the service that was agreed, not just on which flight a shipment was initially planned.

If we focus on forwarder and shipper needs rather than a mere flight, then we may, for example, look at differences in access time, early availability at destination, fly-as-one, or an aircraft type-specific product. Services may be agreed by a window of time rather than a specific flight.

The Service Parameters will cater for differentiation and ensure that we are defining and measuring the true cargo product, avoiding dictating services.

Our first Service Parameter project focus, which has formed the basis of a pilot study running since March, is being able to plan and control for Time-Defined carrier services.

We have been developing definitions for time-specific products, which will allow members to better plan and control their shipments in line with their promise to customers.

Our members Emirates, IAG, CCN Singapore, Singapore Airlines, and Kuehne + Nagel have been involved in implementing tests in a real business environment that support the future implementation of time-defined products.

We have been evaluating processes that relate to offering, booking, planning and control, and evaluation of time-defined flight products in the Airport-to-Airport environment and creating use cases.

Based on the results, we will present a set of recommendations and proposals to the membership for them to vote on so that we can implement Time-Defined into the Master Operating Plan (MOP)using agreed messaging standards for every relevant milestone. The first reflections of that can be found in a document for redesign of Cargo iQ processes that has been distributed to the members of working group, recently.

We will develop specifications for both Airport to Airport, and Door-to-Door, underpinned by the SMAMS guidelines, for Specifications, MOP, Audit, Message and Data Exchange, and Cargo iQ Systems.

The Service Parameter project recognizes the reality that there is more to a service agreement than just booking a flight and we need to think differently to ensure we are accurately measuring service quality.


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