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15 April 2004 Lucas Chuang EVA AIR

Session 1 “ Needs of An Airline to Maintain Competitiveness in the 21st Century” Session 2 “ A Glance at Airline’s IT”. 15 April 2004 Lucas Chuang EVA AIR. Needs of An Airline to Maintain Competitiveness in the 21st Century. 夢. Happy Employees Satisfied Customers Healthy Profits.

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15 April 2004 Lucas Chuang EVA AIR

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  1. Session 1 “Needs of An Airline to Maintain Competitiveness in the 21st Century”Session 2 “A Glance at Airline’s IT” 15 April 2004 Lucas Chuang EVA AIR

  2. Needs of An Airline to Maintain Competitiveness inthe 21st Century

  3. 夢

  4. Happy Employees Satisfied Customers Healthy Profits

  5. 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

  6. 安全 是不能妥協的

  7. Flight Safety Information Security Business Continuity Planning ….. Total Safety

  8. 基本的生存條件

  9. Increasing Revenue Reducing Cost Improving Operation Deficiencies

  10. 人 是最大的資產

  11. Staff Careful Selection Willing to Learn Ability to Communicate Right Attitude Customer Oriented Business focused Deadline Driven Determined to Succeed Training

  12. How to retain your talent ? Being Respected Challenging Job Satisfaction Make It a Fun Place

  13. 顧客 Customer is The King

  14. Must be Customer Oriented Listening Understanding Satisfying Manage Expectation

  15. Marketing Strategy

  16. Brand Mass marketing Product Direct marketing Customer Expectations marketing Distribution Channel & Network Value Chain – All Win Alliance Partnership Supply chain

  17. 成本控管 討厭,但須面對

  18. 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?

  19. Governing Body 試著去愛她們

  20. 航權是國權的延伸 Law & Regulations 反恐議題 不求特殊待遇,但求公平

  21. IT Strategy

  22. Fulfill Business Needs & Expectations Business & technology integration Improve Productivity Create Business Opportunity New technology Save Cost Plug & Play quick IT Solutions Pay on Demand Maintain your control

  23. “To judge a person by his question rather than his answer” --------Voltaire

  24. A Glance at Airline’s IT

  25. Characteristics High Performance average response time within 3 seconds High Functions 400 + systems High Availability system availability >= 99.7 % Centrally Organized 32 Passenger destinations and 44 cargo destinations Cost Center

  26. IT Priorities and Concerns Supplier Reliability User Satisfaction Personnel IT Skills Alliance Integration Self-service Solutions Internet Booking Developing/Implementing CRM IT Cost Reduction B2C & B2B e-Business Security Source : International Air Transport Association (IATA)

  27. Average % of Airline’s total revenue spent on IT 2004 In average : 2.7 % EVA : 1.1% Source : IATA

  28. Manpower Allocation Data Center : 11 % Management & Administration : 13 % Application Maintenance : 32 % Communication & System : 12 % New Project : 32 %

  29. Challenges Anti-terrorism Time to market Cyber market Reflect the changes Vendor Management Information island Alliance integration Create business values with information technology

  30. Our pains Toss requirements over the wall moving target Under-staff Local SI lack of domain knowledge Information security Collaboration with trading partners

  31. Our Response (Burning Points) Subject Matter Expert (SMT) Customer Services Retain IT talent Outsourcing Training Quality Assurance Decision Support Information Security Management System (ISMS)

  32. 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

  33. 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

  34. 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 security job satisfaction relationships with colleagues prestige and esteem recognition and care career progression training and development. Freedom, opportunity and resource for them to realize their potential And the most important one……make it a fun place.

  35. 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 are Quality, Cost & Schedule So our strategy is work with trusted long term partners gain control cost justify

  36. Training .. “What if they stay ?” – a story about training System Management Operation System Communications & Network Database Management Software Development System analysis & development Programming Industry domain User training Shadow training Management Completed Staff Work Project Management Time Management Forum & Lecture Leadership training for pre-manager External training English training

  37. 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

  38. 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

  39. ISMS .. For the 1st line manager to take the responsibility .. It’s more the risk management .. Nice to have  must User Awareness Information Security Policy Information Asset Risk Assessment Risk Management Audit

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