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BUSINESS PLAN 2010

BUSINESS PLAN 2010. TICKETING DEPARTMENT October 12, 2009. TEAM OBJECTIVE. TO PROVIDE QUALITY CUSTOMER SERVICE THROUGH EFFECTIVE AND EFFICIENT HANDLING OF PASSENGER ’ S TICKETING AND FLIGHT RESERVATIONS REQUIREMENTS. S W O T. S W O T. STRENGTHS AIRLINE IMAGE BEAUTY -

jameson-castaneda
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BUSINESS PLAN 2010

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  1. BUSINESS PLAN 2010 TICKETING DEPARTMENT October 12, 2009

  2. TEAM OBJECTIVE TO PROVIDE QUALITY CUSTOMER SERVICE THROUGH EFFECTIVE AND EFFICIENT HANDLING OF PASSENGER’S TICKETING AND FLIGHT RESERVATIONS REQUIREMENTS.

  3. S W O T

  4. S 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.

  5. S 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.

  6. S W O T • OPPORTUNITIES • 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.

  7. S W O T • 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.

  8. BALANCE SCORE CARD CUSTOMER

  9. BALANCE SCORE CARD INTERNAL PROCESS

  10. BALANCE SCORE CARD

  11. BALANCE SCORE CARD INNOVATION AND ENTREPERNEURSHIP

  12. T H A N K Y O U

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