1Internship Report: Saudi Ground Services CompanyStudent`s Name:Student`s ID:Training Organization:Trainee Department:Field Instructor Signature:Field Instructor Name:Course Title: MGT 430CRN: 21932Internship Start Date:Internship End Date:Academic Year/Semester:2022 – 2023 / 2nd SemesterFor Instructor’s Use onlyInstructor’s Name: Dr. Sager AlharthiTotal Training Hours /280Students’ Grade: Marks Obtained /30Level of Marks:2Executive SummaryThe Saudi Ground Services Company, which the Saudi Arabian Airlines Corporationestablished, offers a range of ground-handling services in 28 Saudi Arabian airports. During theinternship, I worked in the Passenger Services department, observing daily activities, ensuringproper staff allocation, and assessing operational requirements. This report summarizes theactivities and responsibilities assumed, the skills learned, the incidences of difficultyencountered, and the lessons learned during the internship.3AcknowledgmentI would like to express my gratitude to Allah Almighty for enabling me to successfullycomplete my cooperative training. I greatly appreciate the support I received from my academicsupervisor, Dr. Sager Alharthi. I also thank my field instructor, AbdulKareem A. Khalaf, for theguidance accorded to me and my subjects in the Saudi Ground Services for their cooperation.4Table of ContentsExecutive Summary …………………………………………………………………………………………………………………… 2Acknowledgment ……………………………………………………………………………………………………………………….. 3Introduction ………………………………………………………………………………………………………………………………. 6Chapter 1: Description of the Company ……………………………………………………………………………………… 6Full Title and History of the Company ………………………………………………………………………………………… 6Type of Ownership and Main Shareholders ………………………………………………………………………………… 6Sector and Products/Services Offered ………………………………………………………………………………………… 7Customers and Clients ……………………………………………………………………………………………………………… 7Organizational Structure …………………………………………………………………………………………………………… 7Functions Performed by Different Departments ………………………………………………………………………….. 8Overview of the Production System …………………………………………………………………………………………… 8Process Chart of a Major Service ……………………………………………………………………………………………….. 9Accounting, Finance, IT, Quality, and Marketing Standards …………………………………………………………… 9Telecommunication Technologies ……………………………………………………………………………………………… 9Quality Planning and Control Activities …………………………………………………………………………………….. 10Financial Analysis and Decision-Making Methods ………………………………………………………………………. 10Marketing, Selling, and Human Resources Analysis ……………………………………………………………………. 10Chapter 2: Internship Activities ……………………………………………………………………………………………….. 11Working Conditions and Functions …………………………………………………………………………………………… 11Department Description …………………………………………………………………………………………………………. 11Detailed Descriptions of Tasks and Activities …………………………………………………………………………….. 12Gained Skills and Their Value …………………………………………………………………………………………………… 12Other Tasks outside Major………………………………………………………………………………………………………. 12Incentives for Proactivity and Productivity ………………………………………………………………………………… 13Working Documents and Analysis ……………………………………………………………………………………………. 13Theory vs. Practice …………………………………………………………………………………………………………………. 13Work Samples ……………………………………………………………………………………………………………………….. 14Lessons Learned …………………………………………………………………………………………………………………….. 15Chapter 3: Recommendations…………………………………………………………………………………………………… 15Advantages that Helped in Completing the Training Program ……………………………………………………… 15Disadvantages and Challenges Faced ……………………………………………………………………………………….. 16Overcoming Challenges ………………………………………………………………………………………………………….. 165Recommendations to Improve Training Program in the College ………………………………………………….. 17Recommendations for the Training Company ……………………………………………………………………………. 18Conclusion …………………………………………………………………………………………………………………………….. 186IntroductionThis internship report provides a comprehensive overview of my experience at SaudiGround Services, focusing on the Passenger Services department. The internship aimed to bridgethe gap between theoretical knowledge acquired in university and practical application in a realworld setting. Throughout the internship, I was involved in monitoring daily operations, ensuringefficient manpower utilization, and analyzing operational needs. This report highlights myresponsibilities, the skills I developed, the challenges I faced, and the insights I gained. It alsoincludes recommendations for enhancing the training program and company operations. Theexperience has significantly contributed to my professional growth, preparing me for futurecareer opportunities in the aviation industry.Chapter 1: Description of the CompanyFull Title and History of the Company•Company Full Title: Saudi Ground Services (SGS) Company•Initial Establishment: Founded by Saudi Arabian Airlines Corporation (Saudia)•Purpose: To consolidate ground-handling services in the Kingdom of Saudi Arabia•Mergers:oSaudi Arabian Airlines Ground Services (SAAGS)oNational Handling Services (NHS)oAl-Attar Ground Handling (Attar Travel Co.)•Headquarters: King Abdulaziz International Airport, Jeddah•Mailing Address: Saudi Ground Services Co., King Abdulaziz International Airport,Jeddah, Kingdom of Saudi Arabia•Website:Type of Ownership and Main ShareholdersSaudi Ground Services is a publicly traded company listed on the Saudi Stock Exchange(Tadawul). Saudi Arabian Airlines Corporation holds a significant portion of the shares, whichmakes it the majority shareholder. Other shareholders include institutional investors, mutual7funds, and individual investors who collectively contribute to the company’s capital and strategicdirection.Sector and Products/Services OfferedSGS operates in the aviation sector, providing comprehensive ground-handling services. Theseservices include:•Passenger Services: Ensuring smooth passenger experiences from check-in to boarding.•Baggage Handling: Efficiently managing the transportation and delivery of passengerbaggage.•Ramp Services: Supporting aircraft operations such as towing, pushback, and refueling.•Cargo Services: Handling and transporting cargo efficiently.•Fleet Solutions: Managing and maintaining ground service equipment.•Traffic Control and Load Control: Coordinating aircraft movements and balancingload distribution.•Representation and Supervision: Acting on behalf of airlines to manage their groundoperations.Customers and ClientsSGS’s primary customers are airline companies operating within Saudi Arabia andinternationally. These clients depend on SGS for efficient and reliable ground-handling servicesto ensure their operations run smoothly. Secondary clients are passengers, cargo owners, andother parties interested in aviation. Employees also have a significant function since they directlyreceive and provide value from the company’s operational excellence.Organizational StructureSaudi Ground Services (SGS) operates efficiently in 28 airports because of its solid corporatestructure. The company’s headquarters are in Jeddah, with stations in Riyadh, Dammam, andMedina. The organization chart includes the following departments:1. Administration: General supervision of a company’s operations and mainlyadministrative activities.82. Human Resources: The practical aspects also include managing employees, includingrecruitment, training, and welfare.3. Customer Service: Talking to the passengers and assisting them.4. Marketing: Marketing and selling SGS services and exercising corporate relationsstrategies.5. Finance: Supervising the financial activities such as cash flow and activities, monetaryallocations, and expenditure mapping and planning.6. Operations: Supervising the various ground-handling tasks performed daily.Functions Performed by Different Departments•Administration: It guarantees and maintains the organizational flow and compliancewith internal procedures.•Human Resources: Records and hires employees and controls the performance andhealth of the employees.•Customer Service: Offer services and help to passengers and clients during theimplementation of carriage contracts.•Marketing: Coordinates promotions and handles public relations and advertising.•Finance: Is responsible for developing, implementing, monitoring, and controlling theorganization’s financial resources.•Operations: This department oversees the operational tasks performed on the ground,such as passenger handling, baggage handling, and ramp handling services.Overview of the Production SystemThe production system at SGS involves several key components: resources, inputs, processes,and outcomes.•Resources: Human resources, ground service equipment, and technology structure.•Inputs: Involve workforce, equipment, and carrying capacity of the passengers orcargoes.•Processes: They include the reception, baggage, aircraft activities, and cargo operationsand services.9•Outcomes: Enter to provide timely and superior ground-handling services that will meetthe customers’ needs while offering value for money.Process Chart of a Major ServiceFor example, the process of baggage handling includes the following steps:1. Check-In: Passengers check baggage at this counter before boarding the flight oraircraft.2. Sorting: Cargoes are also grouped according to the destination and the flight schedules.3. Transport: Stacked and segregated Baggage is taken to the right vehicle or aircraft.4. Loading: Luggage or any item that a customer intends to transport is taken into thehelicopter in the most secure manner possible.5. Unloading: Luggage is deboarded from the aircraft once it comes to any of these places,and airport terminology is unique.6. Delivery: This baggage is then taken to the right carousel for the passengers to pick.Accounting, Finance, IT, Quality, and Marketing Standards•Accounting/Finance: SGS complies with the International Financial ReportingStandards (IFRS) for accounting and applies business methods like budgeting, costbenefit analysis, and forecasting to achieve sound financial management anddevelopment.•Information Technology: Current IT applications for storing data, messages, andnetworks, as well as effective e-commerce tools, are employed for efficiency in the firm.•Quality: Quality planning and control are crucial to SGS’s business operations. LIFCOhas incorporated total quality management (TQM), whereby the company seeks toprovide quality services to its customers. Periodic supervision ensures that the necessarystandards are met.Telecommunication TechnologiesSGS utilizes a range of telecommunication technologies to facilitate seamless communicationand coordination:10•Database Systems: For managing passenger and operational data.•Instant Messaging: For real-time communication between team members.•Networking: To ensure connectivity across different departments and locations.•E-commerce Tools: For managing online transactions and client interactions.Quality Planning and Control ActivitiesQuality planning at SGS involves setting service standards and benchmarks to ensure consistentquality. Quality control involves checking processes through physical check-ups, performanceevaluations, and feedback to determine potential problems. The company also practices othersystems for improvement in the provision of services.Quality Control throughout the Product/Service LifecycleSGS ensures quality control throughout the lifecycle of its services by:•Pre-Operation Checks: Verifying equipment and workforce readiness.•In-Operation Monitoring: Continuously monitoring service delivery.•Post-Operation Reviews: Conduct performance evaluations and collect feedback toinform future improvements.Financial Analysis and Decision-Making MethodsCorporate treasurers and financial managers at SGS use various financial analysis and decisionmaking methods, including:•Budgeting: Planning and allocating resources to different departments.•Cost-Benefit Analysis: Evaluating the financial implications of operational decisions.•Financial Forecasting: Predicting future financial performance based on current trends.Marketing, Selling, and Human Resources Analysis•Marketing: SGS uses strategic marketing and advertisement to advertise its services.This encompasses activities such as identifying suitable markets for the products,developing strategies to market them, and developing advertising initiatives.11•Selling: The Company is involved in direct selling of its services and employs acustomer-oriented strategy for selling since it aims to develop strong workingrelationships with its clients.•Human Resources: An HR analysis considers employee performance appraisal,potential training requirements, and solutions to boost workforce productivity andsatisfaction. This entails performance reviews, employee feedback or satisfaction, andother training initiatives.Chapter 2: Internship ActivitiesWorking Conditions and FunctionsMy working conditions were dynamic and demanding during my internship at Saudi GroundServices (SGS) in the Passenger Services department. My supervisor, AbdulKareem A. Khalaf,holds the position of Passenger Services Manager. He was especially helpful in helping meunderstand the process since he was involved in ground handling operations. Several co-workerswere on the team, and each was assigned to a specific directorate of passenger services. Suchemployees worked at the check-in desk as baggage loaders and unloaders, ramp clerks, andinformation desk clerks, among other places.Department DescriptionThe Passenger Services department at SGS Company is the division that takes charge of allpassenger services, from check-in to boarding. All these sub-divisions have their part to play inenabling the proper and efficient operation of the passenger service. The department is dividedinto several sub-divisions:1. Check-In Services: Handles passenger check-in, seat allocation, and issuing boardingpasses.2. Baggage Handling: Manages passenger luggage sorting, loading, and unloading.3. Ramp Services: Coordinates aircraft movements on the ground, including towing andpushback.4. Customer Service: Assists passengers with inquiries and special requests and resolvesissues.12Detailed Descriptions of Tasks and ActivitiesThroughout my internship, I was involved in a variety of tasks and activities, including:•Monitoring Daily Operations: Ensured that everything related to passenger serviceswas operating efficiently. This required real-time monitoring of the boarding gates,baggage claim areas, and check-in booths.•Manpower Utilization: After analyzing staffing needs, I effectively distributed resourcesand employed workforce management software to guarantee the best possible workerdeployment.•Operational Needs Analysis: This approach finds holes in the service delivery systemand suggests fixes to improve operational effectiveness.•Attendance management entails processing leave requests, maintaining preciseemployee attendance records, and ensuring corporate standards are followed.•Customer interaction: Responding to inquiries from travelers, taking care of grievances,and making sure they have a good trip.Gained Skills and Their ValueThrough these activities, I gained several essential skills that added significant value to my work:•Analytical Skills: I became more adept at evaluating operational requirements andpinpointing areas needing development.•Data Management: I became more adept at organizing and deciphering operational andattendance data.•Problem-Solving: Created workable plans to deal with practical issues and guaranteeefficient service delivery.•Communication: I communicated more effectively with passengers, managers, and otherteam members.•Decision-Making: Improved my capacity to act swiftly and intelligently in a hecticsetting.Other Tasks outside Major13Besides, I performed several roles outside the major I studied. Others included clericaloperations like sorting and filing documents, preparing, and providing coring to otherdepartments when there was a rush in business. These tasks allowed me to expand myknowledge about the company’s activities and helped my personal growth.Incentives for Proactivity and ProductivitySGS provided various incentives to encourage trainees to be proactive and productive. Theseincluded:•Mentorship: I received appropriate supervision and feedback from my immediatesuperior and other senior personnel while completing my assignment.•Training Sessions: Chances to participate in the workshops/training for ground handlingand customer relations.•Recognition Programs: The employer’s recognition of my efforts in the company’sperformance encouraged me to work harder.Working Documents and AnalysisDuring my internship, I prepared and analyzed several working documents. These included:•Operational Reports: Daily updates on passengers’ traffic, luggage processing rate, andworkers-staffing indicators.•Attendance Records: These records include employee attendance records, leave recordsand overtime records.•Performance Analysis: Strategic performance measurement by comparing identifiedKPIs, such as airplane departure rates and customer satisfaction ratings.One specific example of my work involved creating a detailed report on baggage handlingefficiency. I gathered relevant information on the baggage processing rate and defined the mainproblems that slow down the process and potential recommendations for their resolution. Thisreport was given to my supervisor and integrated into the functional processes of the department.Theory vs. Practice14My practical experience at the internship was beneficial in learning some new things andcomparing them with what we learned in school. For instance, all that I Learnt in my courseworkon operations applied to tasks I had undertaken at SGS. The table below illustrates therelationship between my academic courses and the functions performed during my internship:Academic CourseOperations Management (MGT201)Tasks PerformedAnalyzing operational needs and optimizingprocessesHuman Resource ManagementManaging attendance records and staff allocation(MGT301)Customer Service (MKT302)Assisting passengers and handling customerinquiriesWork SamplesDuring my internship, I created several work samples demonstrating my company contributions.These include:•Graphs: Raw data collected in an organization’s operations and handling of bags and theproductivity levels of staff handling the baggage.•Reports: Specific reports, such as the general reports encompassing different aspects ofthe supply of passenger services, combined with an evaluation of the findings andsuggested enhancements.•Design Calculations: Use of calculations to reduce wastages and increase productivity inan organization.Below is an example of a graph I created to illustrate baggage handling efficiency over a month:15Lessons LearnedThe overall benefits gained from my training program at SGS include:•Practical Application: Using the theoretical concepts improved my comprehension ofoperational management.•Professional Growth: Acquiring the critical skills necessary for the professional level,including the skills to solve problems, make decisions, and communicate.•Industry Insights: Broadening the knowledge of the established aviation business andthe issues related to ground-handling services.The learning obtained during this internship is the path to my future profession and thepreparation for successful functioning in aviation. I would like to express my appreciation forworking with a committed team from SGS and for the things that I have had the opportunity tolearn during this period.Chapter 3: RecommendationsAdvantages that Helped in Completing the Training ProgramThroughout my internship at Saudi Ground Services (SGS), several factors played a significantrole in facilitating the completion of my training program:•Supportive Environment: This is true because my supervisor, AbdulKareem A. Khalaf,and other colleagues provided me with a friendly and encouraging environment. As fortheir acting, their sense of direction and advice was highly appreciated as they provided16me with additional insight into the existing operational environment of the company’spassenger services.•Comprehensive Training: Due to the structured training program handed out by SGS, itcovered various grounds to elaborate and familiarize oneself with some of the groundhandling services. The practical approach and organizational assignments enabled theapplication of theoretical knowledge.•Access to Resources: The resources available to a company’s employees, such assuperior technological instruments and operations information, enabled me to dischargemy duties efficiently. Applying technology resources like workforce managementsoftware and other information technology systems at the workplace optimized my tasksand enhanced my effectiveness.•Mentorship: This meant that the nurse benefited from other staff members’ guidance,which was seen as a strength. Clarifying with mentors was also a means through which Iinteracted frequently to manage problems and even learn how to solve them.Disadvantages and Challenges FacedDespite the numerous advantages, I encountered several challenges during my internship:•Operational Variability: One significant challenge was the unpredictability of flightsand overall operations. Flights that were previously scheduled to occur may have beenchanged, thus requiring alterations in staff and resources.•Technical Issues: There was some sporadic interference from technical issues regardinghandling equipment and IT systems. These issues needed solutions and quick fixes toensure the services being offered were of high quality.•High Workload: The tasks involved high traffic, which could tax the system,particularly at peak seasons. Managing several tasks and keeping pace during workingpressure was an issue.•Limited Experience: I initially had limited exposure, especially in a real-life operationalenvironment. It took considerable time and effort to comprehend the organizationalcharacteristics of ground-handling activities and make managerial decisions.Overcoming Challenges17To overcome these challenges, I employed several strategies:•Adaptability: Operational variability requires the development of attributes such asadaptability and flexibility. From my experience, one had to be flexible, especiallyregarding flight schedules and other operations.•Problem-Solving Skills: Improving my problem-solving ability greatly benefited me as Icould handle technical problems as well. I discussed with technical staff to makecommunication on routine issues and their resolution easier.•Time Management: Thus, capacities such as time management and priority setting letme cope with the high load. Specifically, I employed schedules and checklists to copewith the time demands and efficiently organize my work schedule and workflow.•Continuous Learning: I want to be the best I can be, so I always intend to continuelearning. Asking for feedback from supervisors and peers, participating in training, andstudying alone allowed me to acquire the attitudes and skills needed to be successful.Recommendations to Improve Training Program in the CollegeBased on my internship experience, I have several recommendations to enhance the trainingprogram offered by the college:•Enhanced Practical Training: Incorporate more practical training sessions andsimulations in the curriculum. Real-world scenarios and case studies can better preparestudents for industry challenges.•Industry Partnerships: Strengthen partnerships with industry players like SGS toprovide students with internship opportunities that offer hands-on experience in aprofessional setting.•Technical Skills Development: Focus on developing technical skills relevant to theindustry, such as proficiency in workforce management software and other operationaltools.•Soft Skills Training: Emphasize the development of soft skills, includingcommunication, teamwork, and problem-solving, which are essential for success in aprofessional environment.•Continuous Feedback Mechanism: Implement a constant feedback mechanism wherestudents receive regular feedback on their internship performance.18Recommendations for the Training CompanyFor Saudi Ground Services, the following recommendations can enhance the effectiveness oftheir training program:•Structured Onboarding: The student must have a planned oncoming program withactivities such as making acquaintances with the firm, learning the systems of operations,safety rules and regulations, and orientation to the executives and sections.•Mentorship Programs: Because of this, institutions should establish proper internshipprograms where experienced members are assigned to take fresh members under theirwing.•Regular Training Sessions: Arrange regular seminars and workshops about new trendsand technologies, as well as in-house working procedures, for interns to stay productiveand effective.•Feedback and Evaluation: Devise extensive feedback and evaluation plans to evaluatethe interns’ performance and give them constructive criticism. This will assist the Internsin opening up and comprehending the weaknesses or strengths that they have learned.•Rotational Assignments: Implementing a rotational internship program that allowsinterns to move around different company departments. This will give a top-bottom viewof the organization, enabling us to comprehend its various processes.ConclusionMy internship at Saudi Ground Services was a highly enriching experience that gave me valuableinsights into the aviation industry and ground handling operations. The educational and resourcesupport and the orientation I received from my training program profusely benefited me. Someof the barriers I faced in the process could be managed due to flexibility, problem-solving ability,and proactivity. It has been helpful and insightful for me and the next possible contenders in mycareer.Course Name: InternshipStudent’s Name:Course Code: MGT430Student’s ID Number:Semester: 2nd SemesterCRN: 21932Academic Year: 2022-2023For Instructor’s Use onlyInstructor’s Name: Dr. Sager AlharthiStudents’ Grade:Level of Marks:Saudi Ground Services(SGS) CompanyCompany Overview• Saudi Ground Services (SGS)Company• Established by Saudi ArabianAirlines Corporation (Saudia)• Merged with SAAGS, NHS, and AlAttar Ground Handling• Headquartered at King AbdulazizInternational Airport, Jeddah• Provides comprehensive groundhandling services across 28 airportsin Saudi ArabiaAssignments and Tasks• Monitoring Daily Operations:Ensuring smooth operations fromcheck-in to boarding• Manpower Utilization: Analyzingand optimizing staffing needs• Operational Needs Analysis:Identifying and addressing gaps• Attendance Management:Keeping accurate records andensuring compliance• Customer Interaction: Assistingpassengers and handling complaintsDifficulties Faced• Operational Variability: Dealingwith changes in flight schedulesand operational demands• Technical Issues: Handlingequipment and IT systemproblems• High Workload: Managingmultiple tasks during peak times• Limited Experience: Gainingfamiliarity with real-worldoperationsOvercoming Challenges• Adaptability: Adjusting quickly tochanges• Problem-Solving Skills:Developing strategies to addressissues• Time Management: Prioritizingtasks and staying organized• Continuous Learning: Seekingfeedback and attending trainingsessionsSkills Gained• Analytical Skills: Assessingoperational needs and identifyingimprovements• Data Management: Managing andinterpreting data• Problem-Solving: Addressingoperational challenges effectively• Communication: Enhancingcommunication with team membersand passengers• Decision-Making: Makinginformed decisions quicklyRecommendationsCollege• Enhanced Practical Training:Incorporate more simulations and realworld scenarios• Industry Partnerships: Strengthencollaborations with industry players likeSGS• Technical Skills Development: Focus onrelevant technical skills• Soft Skills Training: Emphasizecommunication, teamwork, and problemsolving• Continuous Feedback Mechanism:Implement regular feedback for internsSaudi Ground Services• Structured Onboarding: Implement acomprehensive onboarding program• Mentorship Programs: Developformal mentorship initiatives• Regular Training Sessions: Conductworkshops on industry best practices• Feedback and Evaluation: Establish arobust feedback system• Rotational Assignments: Provideexposure to different departmentsConclusion• Summary: The internship at SGS provided valuable insights intoground-handling operations and the aviation industry. The experienceenhanced my professional skills and prepared me for future careeropportunities.• Gratitude: Thanks to Saudi Ground Services, my academic supervisor,and my field instructor for their support and guidance.Thank You
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