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
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