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A MAGAZINE FOR AIRLINE EXECUTIVES

Ta k i n g

y o u r

a i r l i n e

OCTOBER 2002

t o

n e w

h e i g h t s

SIMPLIFYING FOR THE FUTURE

A Conversation with . . . British Airways

INSIDE Airlines Seek to Simplify Operations

Aligning with IndustryBest Practices

TAM Extends Leadership

Š 2009 Sabre Inc. All rights reserved.

wearelistening@sabre.com


product

product

Simplifying Operations The “Qik,” Uncomplicated Solution By Barb Ryan | Ascend Contributor

in flight conversion rates

Clients have improved

7 percent and 23 percent

can be expected as a

solicitation compliance by

reductions in host com-

Increased job

result of implementing

15 percent to 75 percent.

munications are consid-

satisfaction

the Qik solutions, money

Reduced telephone

ered normal.

By eliminating the

that often goes straight

charges

Host programming fees

monotony of long

These benefits include:

to the bottom line.

The Qik solutions’

The Qik solutions place

formats, streamlining job

Increased sales

productivity improvements

a powerful and easy-

functions and reducing

based release includes a

engineers allows solutions

than traditional host sys-

solicitations

also translate into shorter

to-use tool in the hands

dependence on technical

airlines are seeking to

completely re-written devel-

to be designed to meet

tems. In addition, when

The solutions provide easy

calls, reducing the cost of

of airlines allowing them to

knowledge, sales agents

simplify operations in order

oper tool that allows travel

the unique needs of many

data from multiple sys-

access to data and present

incoming calls by

develop rich business logic

are free to serve the

to reduce costs and remain

companies to more cost-

diverse customers. Plus,

tems is required, the Qik

the data at the appropriate

4 percent and 8 percent.

and creatively solve busi-

customer, improving

competitive, yet they are

effectively integrate data

the technical skill of

solutions integrate

time during the agents’

Reduced host

ness problems without the

their job satisfaction.

still pressured to maintain

and systems, while provid-

the architects and Java

the data seamlessly,

workflow. In addition, sales

communication costs

need for expensive and

Improved customer

high-quality customer

ing information to travelers,

developers that support

eliminating the need

prompts are used to assist

An application written

time consuming host sys-

service

service. One of the key

all via an open technical

the Qik solutions and their

for the end-user to

the agent in closing the

using the Qik solutions

tem enhancements.

Given the improved

platform and an

tremendous experience

switch between systems

sale. Finally, the applica-

performs local error check-

advanced tool set.

in that capacity ensures

and remember multiple

tions eliminate the need to

ing, retains host informa-

vide many other less tangible

agents’ ability to more eas-

it meets the needs of the

access methods. New-

memorize or search for sel-

tion and combines host

improvements. Some of

ily complete their jobs,

travel industry.

hire training costs can

dom-used transactions,

transactions, significantly

these benefits are difficult

they can focus on cus-

Today more than ever,

result is a much more “ The flexible and powerful tool

The Qik solutions’ powerful

The solutions also pro-

be reduced by 15 percent

such as those required for

reducing host communi-

to quantify, but this does not

that allows developers to

airlines tailor their

a proven history of improv-

to 30 percent.

car hire and hotel booking.

cation costs. Between

diminish their importance.

create graphically rich

solutions to their

ing productivity and reducing

Reduced facility

unique business

costs. Quantifiable improve-

requirements

environment.

ments have been measured

The Qik solutions

Additionally, the new

in every environment

productivity improvements

edition supports two

studied, including:

and automation opportuni-

applications more quickly than ever before.

Developer Tool helps

scripting languages,

The Qik solutions have

Reduced headcount

ties also translate into

methods of simplifying

more advanced graphical

The Qik solutions simplify

reduced facilities require-

operations is through the

elements, a variety of

complex procedures, elimi-

ments. The same number

use of advanced tools

graphics formats, a fully

nate the need for end-

of personnel can handle an

designed to streamline

graphical screen painter, as

users to consult job aids,

increased volume of calls.

T H E

well as the creation of both

reduce error frequencies

In addition, repetitive tasks

Sabre ® Qik TM business

modal and non-modal win-

and automate multi-step

can be easily automated.

processing solutions aid

dows. The result is a much

processes. As a result, the

This eliminates the cost of

airlines in effectively reduc-

more flexible and powerful

Qik solutions can yield a

extra agents. Carriers

ing costs while increasing

tool that allows developers

4 percent to 12 percent

achieve between 4 percent

productivity and the

to create graphically rich

improvement in end-user

and 8 percent reductions

bottom line.

applications more quickly

productivity, allowing

in facility costs.

The Qik solutions are widely considered the indus-

than ever before. The Developer Tool,

clients to reduce agent

Improved flight sector con-

headcount. Also, the same

version rate

try pacesetter for graphical

combined with the power

agents can handle more

The Qik solutions enhance

user interfaces and devel-

and flexibility of engineering

calls and provide im-

sales personnel effective-

oper tools and are used

services provides a solution

proved customer service.

ness by improving infor-

by more than 300 airlines,

with rapid returns rather

Reduced new-hire

mation accessibility, reduc-

travel agencies, tour

than a simple technology

training costs

ing average call times and

companies and Web

solution. Incorporating

The GUI front-ends created

providing sales prompts.

companies around the

business processing

using the Developer Tool

Between 1 percent and

world. The latest Java-

knowledge of industrial

are much easier to use

3 percent improvements

24 ascend

vıew

L E V E L

understood what our airline was aiming to achieve

Korean Air is upgrading its systems to the latest version of the Sabre Aircrews ®

business processes. The

tomers rather than (Continued on next page)

H I G H

News Briefs from Around the Globe News from Asia

job satisfaction and the

TM

crew management system,

which will provide an integrated solution to support the crew management needs of the airline. The contract upgrades Korean Air to version 6.0 of

and provided this most suitable product.” Some of the major enhancements of version 6.0 of the AirCrews system include: The Crew Resource Management module — Allows the crew planner to plan future crew availability versus

the AirCrews system, a full suite of integrated crew solu-

planned crew requirements.

tion products providing crew management needs for the

The Roster Optimization module — Generates an opti-

airline æ from long-term planning to the actual day of

mized set of crew rosters for a specified date range.

flight.

The optimization algorithm supports equitable work

According Jin Soo Kim, general manager for training

assignments based on fairness criteria, crew prefer-

administration at Korean Air, version 6.0 of the AirCrews

ences and “desirable” roster profile attributes.

system will enable the airline to develop and implement

The Crew Internet Access module — Provides crew

a wide range of crew operation needs.

with easy, global access to real-time information

“This upgrade of the AirCrews system gives Korean

via the Internet. It enables crew management

Air the ability to continue utilizing crew in the most

personnel to also receive crew input during the

sensible and resourceful way,” said Kim. “Sabre

roster planning and generation process.

october 2002

25


product

product

Simplifying Operations The “Qik,” Uncomplicated Solution By Barb Ryan | Ascend Contributor

in flight conversion rates

Clients have improved

7 percent and 23 percent

can be expected as a

solicitation compliance by

reductions in host com-

Increased job

result of implementing

15 percent to 75 percent.

munications are consid-

satisfaction

the Qik solutions, money

Reduced telephone

ered normal.

By eliminating the

that often goes straight

charges

Host programming fees

monotony of long

These benefits include:

to the bottom line.

The Qik solutions’

The Qik solutions place

formats, streamlining job

Increased sales

productivity improvements

a powerful and easy-

functions and reducing

based release includes a

engineers allows solutions

than traditional host sys-

solicitations

also translate into shorter

to-use tool in the hands

dependence on technical

airlines are seeking to

completely re-written devel-

to be designed to meet

tems. In addition, when

The solutions provide easy

calls, reducing the cost of

of airlines allowing them to

knowledge, sales agents

simplify operations in order

oper tool that allows travel

the unique needs of many

data from multiple sys-

access to data and present

incoming calls by

develop rich business logic

are free to serve the

to reduce costs and remain

companies to more cost-

diverse customers. Plus,

tems is required, the Qik

the data at the appropriate

4 percent and 8 percent.

and creatively solve busi-

customer, improving

competitive, yet they are

effectively integrate data

the technical skill of

solutions integrate

time during the agents’

Reduced host

ness problems without the

their job satisfaction.

still pressured to maintain

and systems, while provid-

the architects and Java

the data seamlessly,

workflow. In addition, sales

communication costs

need for expensive and

Improved customer

high-quality customer

ing information to travelers,

developers that support

eliminating the need

prompts are used to assist

An application written

time consuming host sys-

service

service. One of the key

all via an open technical

the Qik solutions and their

for the end-user to

the agent in closing the

using the Qik solutions

tem enhancements.

Given the improved

platform and an

tremendous experience

switch between systems

sale. Finally, the applica-

performs local error check-

advanced tool set.

in that capacity ensures

and remember multiple

tions eliminate the need to

ing, retains host informa-

vide many other less tangible

agents’ ability to more eas-

it meets the needs of the

access methods. New-

memorize or search for sel-

tion and combines host

improvements. Some of

ily complete their jobs,

travel industry.

hire training costs can

dom-used transactions,

transactions, significantly

these benefits are difficult

they can focus on cus-

Today more than ever,

result is a much more “ The flexible and powerful tool

The Qik solutions’ powerful

The solutions also pro-

be reduced by 15 percent

such as those required for

reducing host communi-

to quantify, but this does not

that allows developers to

airlines tailor their

a proven history of improv-

to 30 percent.

car hire and hotel booking.

cation costs. Between

diminish their importance.

create graphically rich

solutions to their

ing productivity and reducing

Reduced facility

unique business

costs. Quantifiable improve-

requirements

environment.

ments have been measured

The Qik solutions

Additionally, the new

in every environment

productivity improvements

edition supports two

studied, including:

and automation opportuni-

applications more quickly than ever before.

Developer Tool helps

scripting languages,

The Qik solutions have

Reduced headcount

ties also translate into

methods of simplifying

more advanced graphical

The Qik solutions simplify

reduced facilities require-

operations is through the

elements, a variety of

complex procedures, elimi-

ments. The same number

use of advanced tools

graphics formats, a fully

nate the need for end-

of personnel can handle an

designed to streamline

graphical screen painter, as

users to consult job aids,

increased volume of calls.

T H E

well as the creation of both

reduce error frequencies

In addition, repetitive tasks

Sabre ® Qik TM business

modal and non-modal win-

and automate multi-step

can be easily automated.

processing solutions aid

dows. The result is a much

processes. As a result, the

This eliminates the cost of

airlines in effectively reduc-

more flexible and powerful

Qik solutions can yield a

extra agents. Carriers

ing costs while increasing

tool that allows developers

4 percent to 12 percent

achieve between 4 percent

productivity and the

to create graphically rich

improvement in end-user

and 8 percent reductions

bottom line.

applications more quickly

productivity, allowing

in facility costs.

The Qik solutions are widely considered the indus-

than ever before. The Developer Tool,

clients to reduce agent

Improved flight sector con-

headcount. Also, the same

version rate

try pacesetter for graphical

combined with the power

agents can handle more

The Qik solutions enhance

user interfaces and devel-

and flexibility of engineering

calls and provide im-

sales personnel effective-

oper tools and are used

services provides a solution

proved customer service.

ness by improving infor-

by more than 300 airlines,

with rapid returns rather

Reduced new-hire

mation accessibility, reduc-

travel agencies, tour

than a simple technology

training costs

ing average call times and

companies and Web

solution. Incorporating

The GUI front-ends created

providing sales prompts.

companies around the

business processing

using the Developer Tool

Between 1 percent and

world. The latest Java-

knowledge of industrial

are much easier to use

3 percent improvements

24 ascend

vıew

L E V E L

understood what our airline was aiming to achieve

Korean Air is upgrading its systems to the latest version of the Sabre Aircrews ®

business processes. The

tomers rather than (Continued on next page)

H I G H

News Briefs from Around the Globe News from Asia

job satisfaction and the

TM

crew management system,

which will provide an integrated solution to support the crew management needs of the airline. The contract upgrades Korean Air to version 6.0 of

and provided this most suitable product.” Some of the major enhancements of version 6.0 of the AirCrews system include: The Crew Resource Management module — Allows the crew planner to plan future crew availability versus

the AirCrews system, a full suite of integrated crew solu-

planned crew requirements.

tion products providing crew management needs for the

The Roster Optimization module — Generates an opti-

airline æ from long-term planning to the actual day of

mized set of crew rosters for a specified date range.

flight.

The optimization algorithm supports equitable work

According Jin Soo Kim, general manager for training

assignments based on fairness criteria, crew prefer-

administration at Korean Air, version 6.0 of the AirCrews

ences and “desirable” roster profile attributes.

system will enable the airline to develop and implement

The Crew Internet Access module — Provides crew

a wide range of crew operation needs.

with easy, global access to real-time information

“This upgrade of the AirCrews system gives Korean

via the Internet. It enables crew management

Air the ability to continue utilizing crew in the most

personnel to also receive crew input during the

sensible and resourceful way,” said Kim. “Sabre

roster planning and generation process.

october 2002

25


product

Sabre

on the system and interact

tion, supports integration

retaining customers. After

to integrate the Qik solutions

professionally and pleas-

with: Internet content,

all, it is cheaper and easier

with the underlying technolo-

antly with them.

databases, e-mail, periph-

to retain a customer than

gies that are used across

Greater adaptability to

eral devices, and services

it is to attract a new one.

an ever-widening span

changing business needs

such as CORBA or enter-

“Airlines want to

The simple-to-use

prise Java beans.

equip their agents with

including the Internet,

Developer Tool allows

Integration with fax

invaluable data emerging

wireless devices and

agents to modify and

and telephone servers is

from their CRM initiatives,”

reservations.

develop new functionality

also a simple integration

said Chris Serafin, vice

to rapidly respond to

process. Incorporating

president of Sabre Airline

simplify operations, airlines

changing market condi-

open architecture, the Qik

Solutions. “The Java

can leverage tools and

tions. Special offers,

solutions will continue to

edition of the Qik solutions

technology to make their

promotions and prompts

evolve with the changing

put that capability firmly

processes more efficient

can be created and dis-

technology needs of the

in their hands by placing

and user friendly. The Qik

played based on certain

industry.

customer data at the

solutions provide an ideal

agents’ fingertips via the

method of accomplishing these goals.

qualifying events.

The Qik solutions also provide valuable customer

same interface they use

technological barriers

relationship management

to help the traveler optimize

The latest version of the

capabilities, which helps

their travel plans.”

Qik solutions, the Java edi-

simplify the process of

Given the need to

Barb Ryan is director of the Qik business processing solutions at Sabre.

Airlines will also be able

vıew

H I G H

News Briefs from Around the Globe News from Europe

L E V E L

British Airways has chosen industry-leading

pricing analysis and calcula-

face accessible from any

manual fare classifications

tions process by up to 25

standard PC. The new GUI

according to travel dates,

percent, helping airlines

offers user-friendly views

minimum/ maximum stay

respond more quickly to

for comprehensive analyti-

rules, etc. The new version

their competitors while im-

cal capabilities, giving a

automatically classifies

proving pricing efficiency

single point of access to

fares according to rules

and reducing operating

competitively analyze fares

characteristics and fare

description

costs. The newest version of

and implement fare

matching requirements.

The AirPrice system

the AirPrice system is also

changes accordingly.

Remote access giving flex-

improves an airline’s prof-

easier to use and more

Automatic fare rule-based

ibility to access fare infor-

itability by enabling airline

efficient. Version 6.0 of the

modeling, a module that

mation and implement fare

fare pricing analysts to moni-

system is designed to help

searches for special rules

changes anytime, any-

tor current market fares and,

airlines deliver maximum

— such as Saturday night

where and from anyplace.

based on that analysis, make

value to their customers by

stays and seasonal travel

This enables pricing ana-

strategic changes to their

offering the best fare options

dates — when performing

lysts to monitor market

own fares within seconds.

available within seconds.

a fare analysis, therefore

and competitor fares

saving both time and

24 hours a day, seven

Version 6.0 of the Sabre ® AirPrice TM fares management system

benefits

features

money.

days a week.

The new version increases

A more user-friendly, Java-

Automatic rule-based

Reduced implementation

the speed of the airline fare

based graphical user inter-

modeling that eliminates

costs.

personnel operations.

in today’s environment,” says Andy Garner, general ®

“With this system, British Airways will be able to

to manage the difficult task of employee staffing and

efficiently administer the 8,000 ground staff who work

administrative work processing. The StaffAdmin system

at London’s Heathrow and Gatwick airports while

gives the airline access to a database that contains

providing employees a means to manage their work

and it creates a work environment for monitoring

schedules from kiosks.” Through deployment of the StaffAdmin system,

and updating employee schedules. The release of the

airlines have been able to achieve up to a 20 percent

StaffAdmin system that British Airways will implement

improvement in administrative staff utilization through

adds Web-based access to allow employees to perform

paperwork reduction and increased employee involve-

work-related shift bidding, schedule checks, overtime

ment in data entry. They have also decreased costs by

and vacation requests from home, on the Web

up to 15 percent for mistakes in the reconciliation and

or at a self-service kiosk.

processing of manually compiled time and attendance

British Airways selected the system to ensure that it has the right people scheduled for the right activities and can meet ever more stringent

News Briefs from Around the Globe

data and delivered up to 5 percent staff utilization improvement through improved rostering.

News from Australia Virgin Blue Airlines has successfully completed the first-phase implementation of the Sabre ® AirPath TM flight planning and dispatch system. The installation moves Virgin Blue to a state-of-the-

vıew

H I G H

manager of business development for British Airways.

StaffAdmin TM employee tracking and assignment system

a wide range of information including shift schedules,

T H E

“Providing excellent customer service whilst realizing effective utilization of resources is critical

26 ascend

product

European Work Time limitations.

software to help it more effectively manage its British Airways will implement the Sabre

News on New and Improved Products and Services from Sabre Airline Solutions

of customer touch-points,

Removal of

T H E

hightech

L E V E L

assists our airline to maintain a profitable cost base, as it reduces fuel consumption, which in turn helps keep air fares low for travelers,” he said. Among the many features the AirPath system offers Virgin Blue are:

art flight planning system, which allows the airline to

Accurate calculations of payload capability,

operate more profitable flight segments and to create

en route times and fuel consumption for each

more efficient flight plans.

flight section scheduled,

John Crane, head of navigation services for Virgin

Customized flight plan outputs,

Blue, said the features of the AirPath system meet

Maintenance of takeoff/landing performance limits,

the airline’s needs and positioning for future growth.

Monitoring incoming weather and alerts dispatches of

“Our adoption of the AirPath system is sure to fit comfortably with our internal operations while

significant weather changes. “We are committed to using the best technology

ultimately enhancing our guests’ experience by

available in the world, and the introduction of this new

ensuring the shortest flight time under prevailing

Sabre system puts Virgin Blue at the cutting edge of

conditions is achieved. In-house flight planning

flight planning technology,” Crane said.

october 2002

27


http://www.sabreairlinesolutions.com/pdfs/SimplifyingOperations_OCT_2002