Annual meause workshop forum programme 2015

Annual MEAUSE Workshop Forum 16-18 February 2015 Muscat, Oman

Programme Book

Organised in Partnership

Hosted by

ANNUAL MEAUSE WORKSHOP FORUM 16-18 February 2015, Muscat, Oman

CANSO - IATA Partnership CANSO – the Civil Air Navigation Services Organisation – is the global voice of air traffic management (ATM) worldwide. CANSO Members support over 85% of world air traffic. Members share information and develop new policies, with the ultimate aim of improving air navigation services (ANS) on the ground and in the air. CANSO represents its Members’ views to a wide range of aviation stakeholders, including the International Civil Aviation Organization, where it has official Observer status. CANSO has an extensive network of Associate Members drawn from across the aviation industry.

Air transport is one of the most dynamic industries in the world. The International Air Transport Association (IATA) is its global trade organization.

Over 60 years, IATA has developed the commercial standards that built a global industry. Today, IATA’s mission is to represent, lead and serve the airline industry. Its members comprise some 230 airlines - the world’s leading passenger and cargo airlines among them - representing 93 percent of scheduled international air traffic.

Hosted by PACA Oman The Public Authority for Civil Aviation operates under the terms of the International Civil Aviation Organization (ICAO) Chicago Convention (Doc 7300) and its Annexes and Documents.

It is responsible for promoting, regulating and enforcing civil aviation safety, security and environmental protection of the civil aviation sector by monitoring the compliance of stakeholders with national and international standards and recommended practices.

PACA is also responsible for entering into Bilateral/Multilateral Air Services Agreements with various friendly countries, issuing of operating permits to airlines operations with its schedules, overflying permits for use of Oman air space, carriage of dangerous goods by air, travel/cargo agency affairs and international affairs related to civil aviation.

Contact Information:

Contact: Hamad M. Alaufi Director Middle East Affairs CANSO Email: hamad.alaufi@canso.org

Delegate Hotel: Golden Tulip Hotel Seeb Muscat Exhibition Street PC111 Muscat, Oman Telephone: +968 24514444 Fax: +968 24510055 Reservations: 800 358 0846

DAY 1 - MONDAY 16 FEBRUARY 2015 11:30 - 13:00

Registration and Welcome Coffee 13:00 - 13:30

Welcome and Opening of Conference • Dr. Mohammed Nasser Al Zaabi, CEO, PACA • Hamad Alaufi, Director, Middle East Affairs, CANSO • Achim Baumann and Gudrun Held, MEAUSE Chair Team 13:30 - 15:30

Performance – driven ANSP Management CANSO Benchmarking Activities • Kate Snow, Consultant, Helios IATA Benchmarking in the Middle East Region • Achim Baumann, Regional Director Safety, Operations and Infrastructure, MENA, IATA CANSO Performance Framework and Fitness Check – a quantitative strategic self-assessment tool for ANSPs • Gudrun Held, Head of DFS Office Brussels, DFS Deutsche Flugsicherung GmbH 15:30 - 15:45

Engagement Coffee Break 15:45 - 16:15

Benefits of Consultation IATA Perspective • Achim Baumann, Regional Director Safety, Operations and Infrastructure, MENA, IATA Airline Perspective • Radi Radi, Technical Manager, Royal Jordanian Airlines ANSP Perspective • Daoud Abu-Hussein, Planning & Studies Director, CARC 16:15 - 16:45

Brief Introduction to One-Day CRM and Two-Day Safety Workshops Safety Workshop • Mark DeNicuolo, Safety Programme Manager, CANSO Customer Relationship Management Workshop • Nicola Bakowski, Customer Account Manager, NATS • Rose Al Osta, Manager, Safety & Flight Operations, IATA MENA 16:45 - 17:00

Wrap – Up of Day 1 • Achim Baumann and Gudrun Held, MEAUSE Chair Team 19:30 - 21:00

Engagement Reception

ANNUAL MEAUSE WORKSHOP FORUM 16-18 February 2015, Muscat, Oman DAY 2 - TUESDAY 17 FEBRUARY 2015 09:00 - 15:45

Workshops Both Workshops will be held in parallel (Please see separate Workshop Programmes enclosed.)

Option A: CANSO Middle East Safety Workshop Option B: CANSO/ IATA MEAUSE Customer Relationship Management Workshop 15:45 - 16:00

Engagement Coffee Break 16:00 - 16:50

Plenary Session: Outcomes and Next Steps Feedback from CANSO Middle East Safety Workshop • Khaled Arabiyat, Mark DeNicuolo, and Gary Lloyd Feedback from CANSO/IATA MEAUSE Customer Relationship Workshop • Nicola Bakowski and Rose Al Osta

16:50 - 17:00

Farewell MEAUSE Chair Team • Achim Baumann and Gudrun Held

DAY 3 - WEDNESDAY 18 FEBRUARY 2015 09:00 - 13:30

MEAUSE Workgroup and Steering Group Meeting

*by invitation only

MEAUSE Steering Group members and guests 14:00 - 17:00

MESCC Meeting

*by invitation only

CANSO Focal Points 09:00 - 17:00

Safety Workgroup Meeting CANSO Focal Points and guests

*by invitation only

CANSO MIDDLE EAST SAFETY WORKSHOP DAY 2 - OPTION A: CANSO Middle East Safety Workshop 09.00 - 09:30

Welcome Introduction, setting the scene and general information 09:30 - 10:45

CANSO ME Safety Focus Areas in 2015 Runway incursions: what, who, and why?

• Khaled Arabiyat, Chief SMS/ATM, CARC Unstable approaches: Why important and what to do?

• Mark DeNicuolo, Safety Programme Manager, CANSO Safety culture: Why it is essential and how to act?

• Gary Lloyd, Senior ATM Safety Consultant, NATS 10:45 - 11:00

Coffee Break 11:00 - 12:30

Safety Culture • Gary Lloyd, Senior ATM Safety Consultant, NATS 12:30 - 13:30

Lunch 13:30- 15:45

Unstable Approaches • Mark DeNicuolo, Safety Programme Manager, CANSO 15:45 - 16:00

Feedback, Wrap-Up and Closing of Workshop • Mark DeNicuolo, Safety Programme Manager, CANSO 15:45 - 16:00

Coffee Break and Returning to the MEAUSE Plenary session

CANSO/IATA MEAUSE CRM WORKSHOP DAY 2 - OPTION B: CANSO/IATA Customer Relationship Management Workshop 09.00 - 10:00

Welcome Introduction, setting the scene and general information • Nicola Bakowski, Customer Account Manager, NATS • Gudrun Held, Head of DFS Office Brussels, DFS Deutsche Flugsicherung GmbH • Rose Al Osta, Manager, Safety & Flight Operations, IATA MENA 10:00 - 10:30

Focus Area – Customer Segmentation Round Table Discussions • Daoud Abu Hussein, CARC • Hanan Qabartai, Chief AIS HQ/ MESCC Chair, CARC Moderator: Nicola Bakowski, Customer Account Manager, NATS 10:30 - 10:45

Coffee Break 10:45 - 12:00

Focus Area – Customer Consultation Processes and Tools Round Table Discussions • Ekkehard Gutt, ‎Aeronautical Services Manager, Emirates • Nasser Al-Mazroui, Chief Muscat ACC, PACA 12:00 - 13:00

Lunch 13:00 - 14:15

Focus Area – Customer Consultation Processes and Tools continued Round Table Discussions • •

Salah Elsaddig Adam, ANS Safety Manager, Sudan Air Navigation Services Department Achim Baumann, Regional Director Safety, Operations and Infrastructure, MENA, IATA

14:15 - 14:45

Engagement Coffee Break 14:45 - 15:30

Focus Area – Cultural Change: How to Build and Become a Customer-Oriented Organisation Round Table Discussions • Col. Azmi Al Abaddi, Royal Jordanian Air Force • Radi Radi, Technical Manager, Royal Jordanian Airlines 15:30 - 15:45

Feedback, Wrap –Up and Closing of Workshop • Gudrun Held, Head of DFS Office Brussels, DFS Deutsche Flugsicherung GmbH • Rose Al Osta, Manager, Safety & Flight Operations, IATA MENA 15:45 - 16:00

Coffee Break and Returning to the MEAUSE Plenary session