15 April 2004 Lucas Chuang EVA AIR
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Transcript of 15 April 2004 Lucas Chuang EVA AIR
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Session 1 “Needs of An Airline to Maintain
Competitiveness in the 21st Century”
Session 2 “A Glance at Airline’s IT”
15 April 2004Lucas Chuang
EVA AIR
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Needs of An Airline to Maintain
Competitiveness inthe 21st Century
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夢
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Happy Employees
Satisfied Customers
Healthy Profits
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Vision
“Vision without action is merely a dream. Action without vision just passed time.
Vision with action can change the world.”
--------------- Joel Barker, 1990
Vision Strategy Activities Actions
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安全是不能妥協的
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Flight Safety
Information Security
Business Continuity Planning
…..
Total Safety
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基本的生存條件
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Increasing Revenue
Reducing Cost
Improving Operation Deficiencies
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人是最大的資產
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Staff Careful Selection
Willing to Learn
Ability to Communicate
Right Attitude
Customer Oriented
Business focused
Deadline Driven
Determined to Succeed
Training
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How to retain your talent ?
Being Respected
Challenging
Job Satisfaction
Make It a Fun Place
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顧客Customer is The King
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Must be Customer Oriented
Listening
Understanding
Satisfying
Manage Expectation
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Marketing Strategy
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BrandMass marketing
ProductDirect marketing
CustomerExpectations marketing
Distribution Channel & NetworkValue Chain – All Win
Alliance PartnershipSupply chain
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成本控管討厭 , 但須面對
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Airline是一個資本密集的產業受大環境的影響太大微利安全的代價越來越高要求越高的顧客 ,想付的代價越低
如何將固定成本轉變動成本 ?
如何將投資回收期提早實現並加大 ?
如何將成本支出延後及減少 ?
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Governing Body
試著去愛她們
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航權是國權的延伸Law & Regulations
反恐議題不求特殊待遇 ,但求公平
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IT Strategy
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Fulfill Business Needs & ExpectationsBusiness & technology integration
Improve Productivity
Create Business OpportunityNew technology
Save Cost
Plug & Play quick IT Solutions
Pay on DemandMaintain your control
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“To judge a person by his question rather than his answer”
--------Voltaire
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A Glance at Airline’s IT
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Characteristics
High Performance
average response time within 3 seconds
High Functions400 + systems
High Availabilitysystem availability >= 99.7 %
Centrally Organized32 Passenger destinations and 44 cargo destinations
Cost Center
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IT Priorities and ConcernsSupplier ReliabilityUser SatisfactionPersonnel IT SkillsAlliance IntegrationSelf-service SolutionsInternet BookingDeveloping/Implementing CRMIT Cost ReductionB2C & B2B e-BusinessSecurity
Source : International Air Transport Association (IATA)
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Average % of Airline’s total revenue spent on IT 2004
In average : 2.7 %
EVA : 1.1%
Source : IATA
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Manpower Allocation
Data Center : 11 %
Management & Administration : 13 %
Application Maintenance : 32 %
Communication & System : 12 %
New Project : 32 %
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Challenges
Anti-terrorism
Time to market
Cyber market
Reflect the changes
Vendor Management
Information island
Alliance integration
Create business values with information technology
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Our pains
Toss requirements over the wallmoving target
Under-staff
Local SI lack of domain knowledge
Information security
Collaboration with trading partners
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Our Response (Burning Points)
Subject Matter Expert (SMT)
Customer Services
Retain IT talent
Outsourcing
Training
Quality Assurance
Decision Support
Information Security Management System (ISMS)
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Subject Matter Expert..Middle man of IT and Business
Formalization of the dedicated user support team
Value plus needs the functional authority and business intelligent user
Acquire external industry expertise
Well educate the business user of the related system development methodologies
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Customer services.. To identify your customer
.. To maintain the best benefit for your customer
To assign account manager for each business unit, aims to knowing users’ business strategy and development plan
confirm and prioritize annual IT development planregular visit and report
customer satisfaction survey
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Retain IT Talent..Employee turnover is expensive..Although money talks, it is not enough to keep key talent within the fold
People stay with you because of
job securityjob satisfactionrelationships with colleaguesprestige and esteemrecognition and carecareer progressiontraining and development. Freedom, opportunity and resource for them to realize their potential
And the most important one……make it a fun place.
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Outsourcing..the pressure of time to market..the embarrassing situation of under-staff
The beauty is that you might be able to put yourself in a better position to fulfill your business users’ needs and expectations within the required timeframe by using external resources
But the issues areQuality, Cost & Schedule
So our strategy is work with trusted long term partnersgain controlcost justify
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Training.. “What if they stay ?” – a story about training
System ManagementOperation SystemCommunications & NetworkDatabase Management
Software DevelopmentSystem analysis & developmentProgramming
Industry domainUser trainingShadow training
ManagementCompleted Staff WorkProject ManagementTime ManagementForum & LectureLeadership training for pre-manager
External trainingEnglish training
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Quality Assurance.. The sooner the defect found the better your quality is
.. QA can reduce your TCO(Total Cost of Ownership)
Dedicated QA team
Testing and configuration & change management over the development lifecycle
Refine ISO SOP
Introduction of testing tool
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Decision support.. DRIP (Data Rich, Information Poor) is everyone’s nightmare
.. Optimization is used widely in airline industry
Enterprise Data Warehouse (EDW)
Meta Data Management
Business Intelligence
Operation Research
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ISMS.. For the 1st line manager to take the responsibility.. It’s more the risk management.. Nice to have must
User AwarenessInformation Security PolicyInformation AssetRisk AssessmentRisk ManagementAudit