1. 27 September 2016SAS Cargo CPHQA-Q1 How to work with ISM When working in the Service Center you need to be familiar with the In-Transit Service Manager system (ISM). ISM is SAS Cargo´s own tool for proactive make sure the C2K shipments are handled as they are booked. It is provided by our CDMP, Unisys. Every time a shipment has a movement, such as booking change, FSU´s sent, Goods accepted, Manifestet, removed from flight and so on. ISM creates a Route Map Plan (RMP) of planned shipment movements, from when the booking is accepted (FWB received), until the DLV message have been sent. The steps are called Milestones and are diveded into 5 Milestones: Delivery to airport (RCS) Manifestet/Departed on time (DEP) Received from flight on time (RCF) Notified on time (NFD) Delivered on time (DLV)

2. 27 September 2016SAS Cargo CPHQA-Q2 How to work with ISM Exception alerts: If the Milestones have not been reached in time ISM sends an e-mail notification to the Service Centers. A certain timeframe have been established to give and take a few minutes. Please note that a notification is also sent to the agent involved in the shipment. Derived Warning time: An E-mail alert message is sent by ISM when a milestone is about to fail. A parameter in ISM is set so this warning is sent x minutes before it is to late to react. Pre-alerts: E-mail messages are sent by ISM when a milestone has been realized (i.e. status message for that milestone is received). Derived alert times: This is the milestone time + a grace period. In the next slide you can see an example of how this would look:

3. 27 September 2016SAS Cargo CPHQA-Q3 How to work with ISM RCS – received from agent DEP – flight departed RCF – recovered from flight NFD – consignee/agent notified DLV – delivered to consignee/agent

4. 27 September 2016SAS Cargo CPHQA-Q4 How to work with ISM When a milestone is about to fail an E- mail alert message is sent by ISM: The email in this case tells you, that the RCF (Received Freight) message is missing, meaning that the shipment still haven´t been checked in from flight in EWR. Now the Service Center agent will go to the ISM system and track the shipment, and pending on what the action is, update the system with correct Exception Alert Codes. NOTE that the same email is also sent to the forwarding agent/broker involved in the shipment. Exception Alert Code explanation i the next slide

5. 27 September 2016SAS Cargo CPHQA-Q5 What is Exception Handling Codes? Definition: Exception Code Handling Procedure (=ECHP) is a guideline for prompt and accurate recording of exception codes. They are essentiel for C2K members to improve performance by understanding the reasons why discrepancies occur and thereby implement processes and procedures to reduce such failures. What is an exception code: Exception codes are special codes used by C2K members describing the reason why a discrepancy has occurred or could occur against a milestone. General Purpose: The prime use of exception codes is to identify the reason why a particular discrepancy or problem has occurred against a milestone and to identify the causer = owner of milestone non-compliances within the carrier´s and the forwarders CDMP (Common Data Management Platform). They are defined by a five or seven alpha character code. The Codes compromises: The party who is recording the exception code (= recording party). The category of activity to which the vode applies (= activity party). The party who owns the problem; that the party who may be able to resolve the exception condition (= problem owner). The reason why a particular failure has occurred (= failure reasons).

6. 27 September 2016SAS Cargo CPHQA-Q6 What is Exception Handling Codes? This is how an Exception Handling Code is build up:

7. 27 September 2016SAS Cargo CPHQA-Q7 What is Exception Handling Codes? Log on to ISM. In the Air Waybill field write the awb no. you want to look up. Press You will see the output in the next slide.

8. 27 September 2016SAS Cargo CPHQA-Q8 What is Exception Handling Codes? To update ISM with the correct reason code, press to receive a selection list of codes.

9. 27 September 2016SAS Cargo CPHQA-Q9 What is Exception Handling Codes? This is the output you get when you press the ”Question mark” Now select the code that represents the reason for the failure in meeting the milestone.

10. 27 September 2016SAS Cargo CPHQA-Q10 What is Exception Handling Codes? First indicate a catagory, and the Owner of the problem is, eg. carrier, forwarder, shipper etc., by marking the Radio button. Then choose a code in the Major Code list. This will create a 5 letter code. Depending on the Major Code you choose, you will have to insert a Sub Code as well. Theese codes have been provided by the Cargo 2000 organization to keep consistency with all other airlines and forwarders reports.