Business-Driven Roadmaps, Funding & Initiatives

Transcription

1 Business-Driven Roadmaps, Funding & Initiatives Diana Krohn & Diane LeBeau MAR 24, 2015

2 Business Scenario Major revenue accounting program Challenges identified during future state definition Suspected root cause was upstream, within ticketing capabilities Decision where to resolve: within accounting or upstream United Sync Create PNR and Issue? Itinerary Reprice? Sync? Money Due? Even OA Segments? Re-issue Affected s (Single Exchange) Reprice Itinerary Re-issue Add Collect Process Payment Handoff Sales Files Check-in Mgmt & Gate Departure Mgmt Partial Refund Initiate Partial Refund Revenue Whole Refund Initiate Whole Refund Request to Refunds Major effort to reduce operational costs associated with manual transactions in call centers and airports Major focus on ticketing capabilities

3 Initiatives Revenue : Major Program Goal to enhance accounting processes at all levels Requirement to address exception handling Customer Contact Center: Continuous Improvement Goal to increase customer satisfaction by increasing self service and reducing call durations Requirement to automate or reduce exception handling

4 Sales, Sales Audit & Controls Purchase Sales Files Investigative Use Refunds Revenue Interline Manual from Station ISSR OA Exchange s from 6 Process Interline Payable Audit Pass Refund Request SHARES & Scanning Server (SHARES) EDW from 6 Process Interline Payable Audit Show Transportation (NSH) RASCAL EMPACCT Accounts Payable ACH / IATA ARC Sales SIS Unmatched PNC s to 6 Process Interline Payable Audit to 12 Process Use Matching to 12 Process Use Matching from Process Investigative Use Oracle GL The Role of Business Architecture Identify opportunity to combine efforts Influence leaders to combine efforts Partner with organizations to create cross-functional review team Use Match System 1 Prepay Process Sales All Sales Prorate Values 2 Process Employee Travel 3 Process Passenger Facility Charge (PFC) Payments Pseudo Sales Sales, Exchange and Refunds (Travel Agency & Station) Level Transaction Travel Agency and Station Refunds 016 Lift, Exchanges, Refunds Billing Memo Sales, Exchange and Refunds (Travel Agency & Station) Level Transaction Expired Duplicate s Write-offs Duplicates (Daily) Refund Reversal Memo System Files 4 5 Audit Sales and Process Agency Issue ADM Memo System Files Disputes & Collections Proces s Investigative Use Station Discrepancy Letter Match and Adjustment Adjustments or Write-Offs Unmatched and Duplicate Pasco Duplicates Duplicate Payables Reject 14 Manage Sales, Exchange & Refunds Collections and Write-offs PFC Payments Stations Matched s (Daily) Unmatched s (End Of Month) Process Use Manage Usage Expired (End of Month) Usage Matching OCR Report Mis c. Refunds 10 Mis c. Refunds Process Passenger "Passenger and EDD Refund Approved" Matched Records Refunds All Lifted s 016 Lifted Level (Reconciled) EDW- All Matched s Revenue Sharing Associated EDDs (016) 13 Files RTF Data Unreconciled Flight Records (UA and OA) Process JV Revenue 7 UA Reconciled Lift s Sharing Lift s ACI Check-in & All Lifted s (Ending in 0) 9 Seat Create O&D Reports OA Revenue 16 OA Current Month and Manage OA Revenue Out of Period Empl Pass Prepaid Travel Sales, Exchange, Refunds 19 System Common General Ledger (Common Systematic analysis of the value stream OA Lifted s (Reconciled) 8 OA Exchange Process Interline Passenger Billings IS IDEC SIS UAF Details Pasco Interline Billings Form D Details Rejected Details UA Reconciled Lift s Billing Memo Flag to Close IS IDEC 016 Lift, Exchanges, Refunds 17 Pasco Duplicates Manage ILB SIS Reject Settlem ent Data «Pasco» Pasco Entries 18 6 Manage Payable Process Interline Payable Audit Reconcillation Post Audit Result Pasco Payable Entries ILB Entries Identified issues and mapped to root cause capability

5 Select Option Select Option "Retriev ed Updated PNR " "Retriev ed Updated PNR " Select Option Manage Customer Rebooking Affected Segments & s Af f ected Segments & s "New Itinerary Includes OA Segment"/Af f ected Segments & s "New Itinerary Includes OA Segment"/Af f ected Segments & s? 1 to 1 Flight 1 to 2 Flight s 2 to 1 Flight 2 to 2 Flight s OA Interline ETKT System? AERO CAR S SHARES Cross Functional Team Approach Weekly meetings structured around capability Validate process, organizations, channels, applications, roles, and business rules Capability: Re-issue Affected s Process CC Agent AO Agent EZR Aero CARS SHARES 1 3 Request SCE Tool Request Single Exchange 3 Request Single Exchange 2 Display SCE Tool to 1 Generate Update Affected Affected New Old s s Display SCE Response EZR Display SCE Response Display SCE Response 5 1 to 2 Discuss issues and known projects 6 2 to to 1 8 Interline ETKT Post-meeting surveys to collect and quantify cross-functional impact Issues Issue Root Cause Impact Investigation teams formed, as needed Name of Issue Projects Cause often occurs upstream Impact to customers, of where issue recognized revenue or cost Project Description Impact Project Number : Project Name Description of project, intended outcome Description of impact

6 Outcomes Presented combined business case to Portfolio Managers and Business Project Office Obtained seed money to proceed to next level of analysis Agreement to review issues against currently approved program and project requirements Identified issues addressed by current program requirements, opportunities to add others to scope Prioritized remaining work and put into project pipeline

7 Next Steps Leverage cross-functional team to continually assess impact on shared capabilities Review new projects impacting capabilities Review issues brought to the team Visually illustrate capability roadmap