BUSINESS PLAN 2010BUSINESS PLAN 2010TICKETING TICKETING

DEPARTMENTDEPARTMENTOctober 12, 2009October 12, 2009

TEAM OBJECTIVETEAM OBJECTIVE

TO PROVIDE QUALITY TO PROVIDE QUALITY CUSTOMER SERVICE THROUGH CUSTOMER SERVICE THROUGH

EFFECTIVE AND EFFICIENT EFFECTIVE AND EFFICIENT HANDLING OF PASSENGER’S HANDLING OF PASSENGER’S

TICKETING AND FLIGHT TICKETING AND FLIGHT RESERVATIONS RESERVATIONS REQUIREMENTS.REQUIREMENTS.

STRENGTHSSTRENGTHS AIRLINE IMAGE BEAUTYAIRLINE IMAGE BEAUTY MULTI-SKILLED WORKFORCEMULTI-SKILLED WORKFORCE ADAPTABILITYADAPTABILITY

POSSESSES EXCELLENT POSSESSES EXCELLENT CUSTOMER RAPORCUSTOMER RAPOR

WORK ORIENTEDWORK ORIENTED EFFECTIVE DECISION MAKEREFFECTIVE DECISION MAKER

WEAKNESSESWEAKNESSES LACK OF SUFFICIENT TRAININGSLACK OF SUFFICIENT TRAININGS IRREGULARITY OF SCHEDULEIRREGULARITY OF SCHEDULE

OPPORTUNITIESOPPORTUNITIESFREE TRAININGS GIVEN BY HEAD FREE TRAININGS GIVEN BY HEAD OFFICEOFFICE

PRESENCE OF INTERNET SERVICEPRESENCE OF INTERNET SERVICE BENCHMARKING THROUGH BENCHMARKING THROUGH CUSTOMER FEEDBACKCUSTOMER FEEDBACK

THREATSTHREATS HEALTH CONCERNSHEALTH CONCERNS

FLIGHT INTERRUPTIONSFLIGHT INTERRUPTIONS

S W O TS W O T

STRENGTHS

AIRLINE IMAGE BEAUTY -

MULTI-SKILLED WORKFORCE - being able to do other jobs aside from the assigned task

ADAPTABILITY - learning from each others’ work experiences through trainings attended.

POSSESSES EXCELLENT CUSTOMER RAPOR - being able to adjust to different types of customers, ability pacify irate customers, able to handle difficult situation with grace under pressure

WORK ORIENTED - can work with minimum supervision

EFFECTIVE DECISION MAKER - on the spot decision making when situation calls.

S W O TS W O T

WEAKNESSES

LACK OF SUFFICIENT TRAININGS -selected trainings were given to selected people, especially training on technical

aspects. Trainings on enhancement of crafts and self-enrichments were not given or availed.

IRREGULARITY OF SCHEDULE -staffing were affected since ticketing/airport duty schedule.

S W O TS W O T

S W O TS W O TOPPORTUNITIES

FREE TRAININGS GIVEN BY HEAD OFFICE -all year round free trainings in Seoul related to reservations and ticketing.

PRESENCE OF INTERNET SERVICE - provides easy access on information needed related to job (google, seatguru etc.), networking that

enable us to help generate revenue by encouraging friends and relatives to fly Asiana (Facebook, Friendster, Twitter), advertise and make Asiana known to friends and family.

BENCHMARKING THROUGH CUSTOMER FEEDBACK - able to know the services provided by other airlines through feedback gathers from customers

handle at the counter and at the airport.

THREATS

HEALTH CONCERNS - being exposed to weather condition, pandemic outbreaks since we are the

frontlines

FLIGHT INTERRUPTIONS - delays and cancellations due to aircraft maintenance and force majeure that

impede us to perform our task on time.

S W O TS W O T

BALANCE SCORE CARD

PERSPECTIVESPERSPECTIVES WEIGHTWEIGHT METRICS / METRICS / MEASURESMEASURES TARGETSTARGETS 20082008 YTD SEPYTD SEP

CUSTOMERCUSTOMER 15%15%

Customer Customer SatisfactionSatisfaction

No below three rating, No below three rating, Providing Providing

refreshments (water, refreshments (water, coffee, tea) to coffee, tea) to

passengers at the passengers at the lobby waiting for their lobby waiting for their numbers to be called.numbers to be called.

100% 100% (4.83 Average (4.83 Average CUSAT rating)CUSAT rating)

100% 100% ( 4.93 Average ( 4.93 Average CUSAT rating)CUSAT rating)

Service Delivery & Service Delivery & Adherence to Adherence to Service Level Service Level AgreementsAgreements

Two weeks release of Two weeks release of refund for normal refund for normal

issued tickets.issued tickets.

100% 100% ( Processed Rfnd) ( Processed Rfnd)

Normal - 32Normal - 32Special - 324Special - 324

100% 100% ( Processed Rfnd) ( Processed Rfnd)

Normal - 359Normal - 359Special - 190Special - 190

CUSTOMER

BALANCE SCORE CARD

PERSPECTIVESPERSPECTIVES WEIGHTWEIGHT METRICS / METRICS / MEASURESMEASURES TARGETSTARGETS 20082008 YTD SEPYTD SEP

INTERNAL INTERNAL PROCESSPROCESS 15%15%

Employee Employee Productivity based Productivity based

on transaction on transaction volumes per head volumes per head

(e.g. # of visas (e.g. # of visas processed per clerk, processed per clerk,

# of Applications # of Applications processed per staff, # processed per staff, # of tickets processed of tickets processed per travel counselor)per travel counselor)

ZERO COMPLAINT ZERO COMPLAINT (No complaints (No complaints raised to ticketing raised to ticketing

agents re ticket agents re ticket issued, reservations issued, reservations

transactions)transactions)

ZERO ZERO COMPLAINTCOMPLAINT

ZERO ZERO

COMPLAINTCOMPLAINT

Process AutomationProcess Automation Maintain and update Maintain and update LOGFILELOGFILE

UPDATEDUPDATED

UPDATEDUPDATED

Service / Operational Service / Operational Errors (e.g. as % of Errors (e.g. as % of total transactions)total transactions)

No under quote on No under quote on ticket fares and no ticket fares and no assessment from assessment from

DOT.DOT.

100% 100% COMPLIANCECOMPLIANCE 100% 100%

COMPLIANCECOMPLIANCE

INTERNAL PROCESS

BALANCE SCORE CARDPERSPECPERSPEC

TIVESTIVESWEIGWEIG

HTHTMETRICS / METRICS /

MEASURESMEASURES TARGETSTARGETS 20082008 YTD SEPYTD SEP

LEARNING LEARNING ANDAND

GROWTHGROWTH15%15%

Employee Employee Performance Performance Management Management

On time evaluation of employee On time evaluation of employee 100%100% 100%100%

Attrition Rate (No. of Attrition Rate (No. of Separations for the Separations for the

period / Headcount at period / Headcount at End of period) note: End of period) note: identify voluntary vs identify voluntary vs

involuntary involuntary separationsseparations

Yearly salary increase. Increase based on Yearly salary increase. Increase based on performance ex. gr 90% above 5% increase performance ex. gr 90% above 5% increase

on salaryon salary

Minimal Minimal IncreaseIncrease

Zero Zero increaseincrease

Employee Employee SatisfactionSatisfaction

Staff incentive programs ex. One addtl VL for Staff incentive programs ex. One addtl VL for 3 consecutive perfect attendance3 consecutive perfect attendance

N/AN/A Not fully Not fully executedexecuted

Enhancing relationship with coworkers thru Enhancing relationship with coworkers thru team building.team building.

NoneNone NoneNone

Having General Assembly facilitated by GM Having General Assembly facilitated by GM every quarter discussing a. people every quarter discussing a. people

(development of employees, HR concerns) b. (development of employees, HR concerns) b. operational excellence (team and company operational excellence (team and company

performance) c. financials (budget, loss, performance) c. financials (budget, loss, gain) d. customer (feedbacks, service gain) d. customer (feedbacks, service

improvement)improvement)

No Gen. No Gen. AssemblyAssembly

Once – Once – Jan09Jan09

On time release of quarterly bonus.On time release of quarterly bonus.

BALANCE SCORE CARD

PERSPECTIPERSPECTIVESVES

WEIGWEIGHTHT

METRICS / METRICS / MEASURESMEASURES TARGETSTARGETS 20082008 YTD SEPYTD SEP

INNOVATION INNOVATION AND AND

ENTREPERNENTREPERNEURSHIPEURSHIP

10%10%

Introduction of Introduction of New Revenue New Revenue Sources, Cost Sources, Cost Improvement Improvement

Projects (e.g. No Projects (e.g. No of New Business of New Business Lines, No of New Lines, No of New Markets Served)Markets Served)

To tie up with a Radio station for a Promo TXT To tie up with a Radio station for a Promo TXT for the 2for the 2ndnd Quarter 2010 Quarter 2010 N/AN/A N/AN/A

INNOVATION AND ENTREPERNEURSHIP

T H A N K Y O U