Chapter 0

Question 1

Terms used 0.1.4

Answer 1

Must/shall = mandatory
Should = recommended
May = discretion of the responsible person.

Question 2

BOP 0.1.5.1

Answer 2

Formulation of flight ops objectives for execution of our operation and supporting processes.

Question 3

Mission flight ops: (of which BOP is framework)

Answer 3

We all guarantee future proof flight operations to fly KLMs ambition.

Question 4

BOP values 0.1.5.2

Answer 4

Safety
Customer
Cost&benefit
Employees
Sustainability (coorperate social responsibility)

Question 5

Safety

Answer 5

Including safety in every decision made in accordance to SMS - klm safety policies.
5 safety principles:
1. Work safely
2. Stick to the rules
3. Report unsafe situations
4. Help and challenge each other
5. Be fit to work.

Question 6

Customer and our contribution:

Answer 6

• be aware of our appearance and representation
• are visible and engage with customer during operations.
• create a safe and comfortable flight
• understand what and how to communicate to the customer
• contribute to an on time performance.
• contribute to a best in class service recovery.

Question 7

Cost&benefit and our contribution

Answer 7

• minimizing fuel cost
• minimize cost and maximize available air traffic capacity.
• minimize process and staff cost
• minimize cost and maximize benefits in the environmental capacity.

Question 8

Employees

Answer 8

• Offering a positive work environment
• effective teaming and cooperation
• clear leadership
• personal development and training.

Question 9

Sustainability

Answer 9

• improve fuel efficiency
• innovate supply chain with sustainable aviation fuel (SAF)
• contribute to innovation of products and services
• contribute ti interaction of local communities around spl about noise nuisance.