OM PART A ISMM Need to Know (word for word)

Question 1

Name the pillars of KLM Cityhopper management

in order of priority): (2.1

Answer 1

1. Safety
2. Compliance
3. Completion
4. Punctuality
5. Customer Experience
6. Staff satisfaction
7. Cost

Question 2

State KLM Cityhopper’s Mission: (2.1)

Answer 2

To carry passengers for KLM in Europa – Safe, comfortable and on time – focused on flexible solutions at competitive costs

Question 3

Name the Strategic Themes: (2.1)

Answer 3

Leadership
Capability
Competence
Compliance
Culture

Question 4

Name the Safety Principles: (2.1)

Answer 4

Leading principle is never compromise on safety

1. Work Safely
2. Stick to the Rules
3. Report Unsafe Situations
4. Help and challenge each other
5. Be fit to work

Question 5

Explain Work Safely (2.1)

Answer 5

When an employee thinks that a task cannot be done without compromising safety, the employee must not do the task but inform the management.

Question 6

Explain Stick to the rules

Answer 6

All employees must contribute to solving safety problems by complying with laws, regulations and procedures.

Question 7

Explain Report unsafe situations

Answer 7

All employees must identify potential hazards and threats. All employees must alert colleagues and management to hazards or threats, not only in the own function but also in cross-functional relationships.

Question 8

Explain Help and challenge each other

Answer 8

All employees must help and challenge each other about safety.

Question 9

Explain Be fit to work

Answer 9

All employees must be physically, medically and mentally fit.