The Annual Surveillance Audit was performed by SGS Hong Kong to Macau International Airport Company Limited (CAM) Airport Operations Department (AOD)’s Management Systems, namely ISO9001 Quality Management System and ISO14001 Environmental Management System on 26th and 27th August 2020. Due to COVID-19, remote audit was performed instead of onsite audit.

The units of Airport Operations Department covered in this audit included Quality & Environmental Division, Operations Service, Operations Safety & Standards Service, Safety Office, Public Relations Division, Engineering & Maintenance Branch, Training Division, Customer Services Branch, Terminal Management Service and Legal Affairs Office. Under the third party’s unbiased audit again, the Audit Team was satisfied with our integrated Management System by complying with all clauses in the International Standards of ISO9001 and ISO14001 without any Nonconformity.  As a result, Airport Operations Department could maintain the validity of both certificates.  During the closing meeting and the conclusion in the audit report, the Audit Team has expressed that they were very impressed by the below points and encouraged Airport Operations Department to maintain their good practice on continuous improvement:

1. Good commitment of the Airport Director on the application of risk-based thinking approach, which was mentioned in the current Airport Operations Department Management Policy in force. This could be apparently illustrated in the development of the Airport Resumption Plan, which showed the measures such as protection to passengers, public and airport staff, as well as the cooperation with the local government on managing the suspected infection cases during the COVID-19 period.
2. Demonstrating the Cycle of “Plan – Do – Check – Act” (PDCA) and meeting the requirement of the core process of both ISO9001 and ISO14001 Standards through establishing detailed procedures and keeping of detailed records.  In addition, the records on follow-up actions were also available, clear and easily traceable.  Moreover, Airport Operations Department had made use of statistics from those records and performed data analysis, such as analyzing the trend of audit findings initiated from Internal Audits for different units of Airport Operations Department over the past years. This could help to show the overall performance on Management Systems to the top management and could identify the root cause of pain points.  Then the appropriated corrective actions can be defined and taken.
3. The Airport Service Quality (ASQ) Survey results in 2019 showed that Airport Operations Department paid a good effort for improving the customer service quality in almost all aspects compared to that of 2018. This figure was not easy to be improved, especially in the year for an over designed-capacity passenger terminal in 2019.  Finally, Airport Operations Department had done it through overcoming all constraints in the year and this demonstrated that Airport Operations Department strived for continuous improvement.
4. Participation and accomplishment of Airport Operations Department on environmental improvement projects with limited resources, such as Airport Operations Department adhered to the monitoring of the accomplishment of Carbon Management Plan since joining Airport Carbon Accreditation Programme. Although the investment on the environmental project is less than previous years, but AOD still contributed the effort on non-investment programmes, such as seasonal energy saving plan for Passenger Terminal Building as well as preparing and ensuring the compliance for relevant local environmental regulations.  Airport Operations Department’s role on the collection of massive activity data, calculation of carbon emission data and the establishment of a monitoring mechanism tracking the relevant data and their performance was favourable.

At the end of the closing speech of the Audit Team, Airport Director expressed his sincere gratitude to all staff of Airport Operations Department on their effort to maintain our Management Systems and their attitude to always strive for excellence. It is maintained properly and could show continuous improvements every year. Airport Director acknowledged that Airport Operations Department staff had paid great effort in the last challenging year, when over 9,000,000 passengers were handled and the preparation for 20th Anniversary Celebration of Macau Special Administrative Region. He also emphasized that he would continue promoting risk-based thinking approach throughout Airport Operations Department and act out continuously the commitments as depicted in the Management Policy of Airport Operations Department.