Source: "China Civil Aviation News"

Civil aviation should not only play the core service role of the life service industry, but also the strategic leading role of the productive service industry, and fundamentally realize the transformation from highlighting the civil aviation industry position to strengthening the civil aviation industry positioning. The Civil Aviation Administration put forward the "Four Type Airport" construction of Ping An Airport, Green Airport, Smart Airport and Humanities Airport based on "Development for the People".

Security screening at Guangzhou Baiyun Airport raises the political position, shoulders the mission, takes the initiative, and always adheres to the "five total" development: the people-centered general program, the high-quality development as the general command, the service quality improvement as the general goal, and the Baiyun The construction of the airport's world-class aviation hub is the general direction, and the quality of security inspection services is the general requirement. It seizes the development opportunities of the new era of "Internet +" "intelligence +" "service +", and actively explores new technologies, new formats, and new models. Explore new development momentum and paths, strive to make innovative breakthroughs in productive services and daily services, and promote the construction of smart security and human security.
Building the Theoretical Basis of Smart Security and Human Security
The development of civil aviation in the new era provides unlimited possibilities for the transformation and upgrading of civil aviation security inspection, and it is also a huge test. Opportunities and challenges coexist, to stand on the tide and improve core competitiveness requires a clear direction and goals.
Michael Porter, a professor at Harvard Business School in the United States, once proposed "three major competitive strategies", namely focused strategy, differentiated strategy and cost leadership strategy. The author believes that from the perspective of economics and management, these three strategies have played a leading role in the construction of intelligent humanities in security inspection.
Focusing strategy: Put the passenger inspection experience first. Focusing on the comfort, convenience and efficiency of passenger travel, through intelligent transformation and humanistic care, we will actively improve the passenger travel experience and truly achieve the goal of allowing passengers to pass the inspection without "perception".
Differentiation strategy: start from two aspects, on the one hand, focus on the inspection object, functionally position and classify passengers and their needs, provide differentiated or even "private customization" services; on the other hand, realize the maximum allocation of security resources, revitalize resources, Improve production and operation efficiency.
Cost-leading strategy: Through the concept and technological changes, strengthen the support of high-tech and "black technology", do everything possible to reduce the time cost of passengers, travel costs and economic costs of airport resources and security resources, maintain a competitive advantage and seek development.
The development path of building smart security and human security
The development path of smart humanistic construction of security inspection at Baiyun Airport can be summarized as:
One is to formulate a strategic plan led by vision and goals. Guided by the vision and goal of "smart inspection, humane travel, and high-quality development", we plan from a high starting point, coordinate from a high position, formulate strategic plans and sub-strategic plans for each functional department supporting it, and construct Sub-integrated strategic planning system.
The second is to implement resource allocation based on functional positioning. With the positioning of differentiated functional departments as the scale, focusing on key construction sectors, such as the use of new technology for security inspection, comprehensive control operation (SCC), safety quality control, service quality improvement, logistics support and other core functional departments, resource allocation and functional depth Integrate and reorganize, strengthen integration, and improve optimization.
The third is to pay close attention to the true love service guaranteed by coordinated operation. Regardless of whether the passengers are serviced externally or the employees who are serviced internally, all functional departments must unify their thoughts, positions, heights, and work together to form a joint force, so that true service can be impartially landed.
The fourth is to achieve overall management with a centralized and unified model. Through the formulation and improvement of mid- and long-term planning, centralized, unified, and integrated promotion, the role of overall layout and associated implementation will be exerted to coordinate and orderly develop strategies, implement cultural cultivation, safety assurance, service improvement, talent optimization, and publicity management. .
Practice of constructing smart security inspection and human security inspection
(1) Construction of smart security inspection
1. Develop self-service intelligent security inspection channel and establish self-service over-check mode
Baiyun Airport's security inspection combines its own business and technical advantages, and cooperates with relevant technology companies to jointly research and develop a self-service intelligent security channel, which was first launched in the Spring Festival in 2019. This is a real self-service intelligent security channel for domestic civil aviation. The whole channel is composed of automatic recognition gate, mobile phone QR code inspection system, face recognition system, intelligent travel inspection system, and millimeter wave security door. It combines face recognition, human package correspondence, millimeter wave security door and basket return. The technology is integrated in a system, which integrates the intelligent inspection technology of various positions together, and truly realizes the full-process self-check of passengers on the basis of not reducing safety standards.
2. Create "e security" and enter the era of quick inspection
Recently, security inspections at Baiyun Airport are launching "e-security inspections" in full swing, allowing passengers to enter the era of rapid inspections. Passengers can register themselves to apply for the "e-security" service, and make appointments for security inspection through mobile phones. After the check-in procedure, the boarding pass will guide the passenger to the designated self-service intelligent security inspection area for inspection.
The implementation of "e security screening" will truly allow passengers to get a modernization, technology and sense of self-examination experience brought by an ID card, a mobile phone and face recognition, and truly enhance the comfort and convenience of passenger travel.
3. Implement "Sky Eye" (regional) monitoring to enhance passenger boarding experience
On the basis of "e security screening" and self-checking, Baiyun Airport security inspection continues to get through the "last mile" of passenger travel. Implement regional monitoring, use machine eyes instead of artificial (human eye) monitoring and identification, establish a three-level vertical management system through multi-dimensional risk assessment, multi-level monitoring, and multi-measure prevention and control, which will greatly reduce manpower and save airport operating costs. Simplify the process of manually checking the boarding credentials, and at the same time change the manual monitoring mode to use high-definition cameras and intelligent behavior analysis cameras for intelligent monitoring, and use the AOC video master control-regional guardian master control-regional guardian sub-control three-level monitoring system to synchronize monitoring, The fixed duty, patrol and inspection of vehicles are supplemented by prevention and control, so that passengers can board the aircraft safely without feeling.
(2) Construction of humane security inspection
The security inspection of Baiyun Airport is based on the reality of civil aviation safety assurance gate and civilized service window, comprehensively implements the Civil Aviation Administration's true service concept, focuses on the people's beautiful travel needs, builds a world-class aviation hub goal around Baiyun Airport, adheres to customer orientation, focuses on industry development, and innovation Service management, lay a solid foundation, make up for shortcomings, create initiatives, improve efficiency, cultivate culture, shape the image, continue to improve the safe, convenient and comfortable travel experience of passengers, and constantly polish the "Baiyun Security" service brand.
First, innovate thinking, innovate models, and establish a "three, four, five" service mechanism, that is, "three ones": "a chess game idea, a first-hand project, a pole to the end" clearly oriented, lay a solid foundation; "four more": "multi-dimensional" "Mobilization, multi-channel communication, multi-level display, multi-angle publicity" grasp implementation and help improve; "five-wide": "all-round thinking, full-chain participation, full-process focus, full-process grasp, full-field promotion" to promote, Ensure effectiveness.
Secondly, from the following seven aspects, we will work together to build a humane security check:
1. Extend thoughts, enrich connotation, and strengthen organizational vitality
Thought is a guide to action, and theory is a precursor to practice. Baiyun Airport security inspection earnestly implements the requirements of civil aviation true service and Baiyun Airport's "Spring Breeze Service", combines industry characteristics, highlights the characteristics of the post, and proposes the "Spring Breeze Service Quality Security" brand building goal, in order to enrich and extend the "true love service" concept. At the same time, in the service management documents and promotion plan, it is clear that the "Spring Breeze Service" and the true love service are in the same line. "Spring Breeze Service" is an upgraded version of the true love service. Its essential characteristics are intimacy, warmth, comfort, and nature. The core essence is service with heart and love, bringing more humanistic care to passengers.
2. Establish a system of rules and regulations, solidify the foundation and strengthen scientific management
No rules, no square. According to the requirements of civil aviation service quality system construction and Baiyun Airport system construction planning, Baiyun Airport Security Inspection focuses on completeness and effectiveness, emphasizes compliance and standardization, and has revised the service management system regulations of about 1 million words, including organization Management, training management, product innovation, supervision and inspection, assessment management and other five management systems, first-line operation and management job operation standards and service quality standards, and at the same time do ISO quality certification and ISO9001 system version work, so that service management and employees The behavior always runs under the system without deviation and distortion.
3. Strengthen publicity and education, change consciousness, and move all staff
"Simple things are repeated, you are an expert; repeated things are done with heart, you are a winner." This sentence is very inspirational, but it is very difficult to achieve. The security inspection work is simple and repetitive, boring, and how to eliminate the inertia of employees and stimulate endogenous motivation is very particular. Baiyun Airport Security Inspection vigorously carried out the "truth service, the pursuit of excellence" and "Spring Breeze Service, Quality Security" ideological propaganda and education guidance, the Civil Aviation Administration, Baiyun Airport service work requirements, and "smile service", true service and "Spring Breeze Service" The relationship is made clear to the employees, unifying the cadre and employee thinking, so that everyone has a goal and a direction.
4. Take a step forward, take multiple measures, and extend the service
"Satisfaction + surprise" is the "golden key" service that the hotel people talk about. Baiyun Airport security inspection implements the "Spring Breeze Service", which requires abandoning the rigid implementation of the specifications and mechanical transformation, insisting on the moistening of the material, enhancing the awareness of active service, starting from the bit, and breaking through the details, so that the employees from "I want to serve" to "I want "Service" transformation, from providing "standard services" to meeting "personal needs" improvement, from "complete tasks" to "realize value" breakthrough. On the one hand, implement "walking" management, continue to carry out service patrols, supervision and inspections, to achieve the advancement of service barriers, to ensure that the frontline staff's thoughts, energy, and work are in place; on the other hand, emphasize the creation of bright spots and create surprises, advocacy can do well , The urgent passengers are anxious, thinking of the passengers' thoughts, and impressing the passengers with sincerity.
5. Innovative thinking, innovative models, and grassroots capacity
The key to improving internal innovation is to form a large-scale and high-quality team of innovative talents. It is a good way to give full play to the wisdom and wisdom of all employees and encourage suggestions. Three like-minded employees voluntarily formed a "three-person group", and actively participated in service product innovation and service improvement by paying attention to the service situation, finding problems, solving problems or formulating corresponding plans, thereby helping to improve service guarantee and improve service quality.
6. Pay attention to needs, treat customers as the highest priority, and live up to complaint management
The book "Complaining is Gold" writes that the customer's complaint is regarded as a precious gift. Baiyun Airport security inspection actively implements the civil aviation complaint management requirements and adapts to the Baiyun Airport customer center management model change. It changes the past "talk about complaints" concept, treats customer dissatisfaction, complaints and complaints as opportunities to improve work. "Implementation Measures", following the concept of "emphasis on customers, respecting customers, and serving customers", implementing the principles of "vertical supervision, layered responsibility, and three-level management and control", adhering to the tenet of "customer appeal-oriented, problem-solving intention, and service improvement direction", and establishing complaints Manage the database, clarify the process, implement the monthly complaint analysis mechanism, and realize 100% closed-loop management of complaints.
7. Tell a good story, pay attention to publicity, and the service image shines
The security check of Baiyun Airport sings the main theme of the service, fights the publicity initiative, fully displays the service results to the outside, establishes a good window image, and creates a harmonious atmosphere; internally encourages the morale of the team, promotes positive energy, and boosts spirit. Seizing the various nodes such as the Spring Festival Games, trade fairs and holidays, paying attention to the needs of special groups such as the elderly, the weak, the sick and the disabled, focusing on features, extensions and innovative services, etc., and organizing correspondents to compile manuscripts of "Spring Breeze Services, Warm Way Home" attracted widespread social attention. At present, almost every day, passengers, social supervisors at Baiyun Airport, and Internet celebrities praise the security inspection service through multiple channels such as Weibo, WeChat, telephone, and letters, and highly praise them.
The essence of civil aviation power building is high-quality development. The security inspection at Baiyun Airport will follow the internal laws and promote the construction of smart security and human security in accordance with the ideas of “uniform goals, differentiated positioning, coordinated operation, and integrated management”.
(Zhang Ruizhu, author unit: Guangzhou Baiyun International Airport Co., Ltd.)