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Delta Operation Optimization With New service And CRM

Stansted Airport
by

Ming Zhang

on 13 January 2016

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Transcript of Delta Operation Optimization With New service And CRM

About CRM
Tradition CRM & Social CRM
Social CRM Solution

ERP integration
R program and CRM
Modeling

Support Language introduction
FMEA
Our
partial
freeseating
solution
Satellite 1
Disadvantage
Escape
Our terminals
We’re meeting the challenges of the future
You are the
people making
airline company
Introduction of Boarding procedure
Partial
free seating
Back-to-front
Free seating
Out-side-in
Team: Handsomepiano
Liu, Chia-Wei (Jerry)
Tsai, Chun-Wei (Bruce)
Zhu, He (Daisy)
Chuang, Hen-Yen (Hans)
Zhang, Ming (Jimmy)
MBA FMRM, University of Illinois at Chicago

Free seating
Delta Operation Optimization With New service And CRM
Clinical Assistant Professor of Finance
Director of Graduate Studies

Phone: (312) 355-0316
Email: jpmill@uic.edu

Prof. John Miller
Data mining theory
Department of Computer Science

Phone: (312) 685 2570
Email:liub@cs.uic.edu

Prof. Bing Liu

Research Interests

Sentiment analysis, opinion mining
Data mining, big data, machine learning
Natural language processing (NLP)
Constraint satisfaction, scheduling (old)
R program scripts
Delta key words
CRM model summary
Thanks
different
Everybody
QFD - Partial free seating
Back-to-front
History
Merge
Current environment
Strategy
Project Objective & Scope:
Free seating
CRM with Social Media
Airline: 71
Delta: 71
JetBlue:81
United:60
Operation Methodology
QFD
FMEA
Check sheet
Process chart
CRM/ERP system
R program
Project management
(Failure Mode and Effects Analysis)
American Customers Satisfaction Index
Our Social CRM
CRM direction
Delta QFD
Free seating: 644.4
CRM: 444.4
Project management
But ... take too long, why?
Easy cabin congestion !
The method became more popular, why?
Faster and first in first seat !
Partial - Free seating
Back to front + Free seating
Less congestion and faster
Free seating
+
Back to front
= 418.6
Check in delay
Boarding delay
Baggage claim delay
Food supply delay
Clean and pleasant interior
Cabin crew are proactive
Appearance of cabin crew
Un-satisfaction
Reputation
Royalty
Failure Mode and Effects Analysis
RPN As Is - To Be
24 12
105 60
30 28
24 20
147 98
168 105
56 112
192 160
210 210
72 54
Total 1028 859
RPN =
Risk
Priority
Number
Advantage
Partial Service for free seating customers saves labor
Avoid challenging passengers’ patience
Fulfilled the back seats with free seating and leave more seats in the front to sell, to maximize company’s revenue
Low cost ticket
Satisfy customers’ free-living style
Minimize boarding time
Cut down delay cost
Some customers may sit in the middle seats with no purpose
Boarding ahead of the regular seats may occur the luggage space over occupied
Boarding time of free seating group is earlier than the regular economic class seats may cause un-satisfaction among the regular seats customers
May be considered as low cost airlines

Keywords:
Uber
Crashed
Pilot
Plane
64th
ehslater
Why?
What?
How?
And?
Grabbing 1500 words from Twitter
The most common method in world wide
24.75*40%
+
17.3*60%


20 mins
Full transcript