oracle turismo digital caso amadeus


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oracle turismo digital caso amadeus

  1. 1. Carlos Casares Olivier Muller BPM & SOA Principal Sales Consultant Emmanuel Viguié Amadeus GBS/BIM/INT ORACLE Mark Foster Oracle FMW A-Team Almuerzo Ejecutivo – TURISMO DIGITAL San Francisco, October, 23 2012 Palma de Mallorca, October, 3thrd 2012 © 2012 Amadeus IT Group SA Accelerating an Implementation of Complex Worldwide Business Approval Rules
  2. 2. Contents Who are We ? 3 Business Challenge 7 INCA Project Within Amadeus 11 Achieve Success with CX 23 Q&A 27 © 2012 Amadeus IT Group SA Lessons learned 20
  3. 3. © 2012 Amadeus IT Group SA Amadeus What do we do?
  4. 4. The largest transaction processor in travel Transaction-based business model Operate globally in the growing travel and technology market Two highly synergistic and profitable businesses: Distribution and IT solutions 2011 global market share : 38% of air travel agency bookings 30% of passenger traffic Travel buyers Consumers/ General public Corporate travel departments IT SOLUTIONS Travel providers Common / overlapping platforms & applications Common customers 711 airlines (over 420 bookable) 24 Insurance companies 50+ cruise and ferry lines 207 tour operators 110,000+ hotel properties 30 car rental companies 95 railways 4 Travel agencies Common data centre Common sales & marketing infrastructure Travel Management companies Business travel agencies Leisure travel agencies Online travel agencies Consolidators Single-site agency Travel search companies DISTRIBUTION BUSINESS Provision of indirect distribution services Airline sale offices and airline websites connected to Amadeus direct sell technology © 2012 Amadeus IT Group SA Including direct distribution technology
  5. 5. Facts and figures on Amadeus Around 10,000 employees* Highly skilled covering 195 countries Cultural experience 123 nationalities Widespread global presence 73 local Amadeus Commercial Organisations (ACOs) Three main global locations Four regional centres 16 R&D centres Over 1 billion transactions/day Handles up to 20,000+ transactions/sec <0.3 sec response time 10 Petabytes of storage 948 million billed transactions in 2011 3+ million net bookings/day 150 million lines of written programme code 5 © 2012 Amadeus IT Group SA * Note: This figure includes contractors
  6. 6. Global Business Services Mission To improve overall business performance by assembling, leveraging and managing global business services to internal customers along three service lines: • Process Management Consulting • Quality Management & Compliance Process Management 6 • Business Applications Infrastructure & Workplace Environment Process Automation & Information Management Transactional Business Services (TBS) • Contract Management • Billing & Collection IT Group SA • Global Information Services (GIS) Process Execution & Ownership © 2012 Group SA © 2012 Amadeus ITAmadeus Business Process Management (BPM) Services
  7. 7. 7 © 2012 Amadeus IT Group SA Business Challenge
  8. 8. Business Process : Sales Process Quote Contract Order INCA Phase 1 Quote preparation 8 Business Case Definition Approval © 2012 Amadeus IT Group SA Opportunity
  9. 9. INCA Project scope Improve profitability of sales deal Apply corporate policies/rules Flexible Multi level (local, regional, corporate) Improve approval cycle time Increase time to market Globalized framework (Secured) For IT : reduce run & support cost 9 © 2012 Amadeus IT Group SA Benefit
  10. 10. INCA project constraints Business Constraints Up to 10 level of approval Business Rules are complex Business Rules specific at each organization level (Central, Regional (~10), Local (~80)) Process Admin Local and Central Business and IT in partnership Business flexibility Business Process Owner new responsibility IT and Business co-management of the solution 10 © 2012 Amadeus IT Group SA Own limited visibility between organizations
  11. 11. © 2012 Amadeus IT Group SA INCA Project Within Amadeus 11
  12. 12. Challenges Business involvement New responsibility as process owner Business complexity Tens of business rules at each level (Market, Region and Corporate) New type of project Agile iterative approach New Technology 1st BPMN fully automated implementation at Amadeus 12 © 2012 Amadeus IT Group SA Frequent requirement changes
  13. 13. Timelines Realistic planning Adjusted to one main scope extension detected during 1st iteration Use out-of-the-box features Think “simple” 13 © 2012 Amadeus IT Group SA Limited effort
  14. 14. © 2012 Amadeus IT Group SA Solution Overview 14
  15. 15. Approval Tool life cycle Modeling strategy: Start from Process Blueprints Developer BPM Studio Operator Implement Process Analyst EM Console BPM Composer Intereact, monitor, manage Process participant BPM Workspace Business owner BPM Workspace BAM 15 (Process owner) (User) © 2012 Amadeus IT Group SA Model
  16. 16. Oracle Business Process Composer © 2012 Amadeus IT Group SA Designed by IT and owned by business 16
  17. 17. Main process Owned by IT 7 steps in the main process 1. 2. 3. 4. 5. 6. © 2012 Amadeus IT Group SA 7. Evaluate Business Rules and deduce highest escalation level required. Business Case owner review and confirm his request for approval. Execution of the local approval sub-process. Execution of the regional approval sub-process. Execution of the central approval sub-process. Synchronized approval status to Business Case Tool and to the CRM Sales applications. Notify all actual participants of approval process output. 17
  18. 18. Approval processes © 2012 Amadeus IT Group SA Owned by business 18
  19. 19. Global Sales Process Monitoring © 2012 Amadeus IT Group SA Owned by Business but managed by IT 19
  20. 20. 20 © 2012 Amadeus IT Group SA Lessons Learned
  21. 21. IT and Business in partnership © 2012 Amadeus IT Group SA Hoped that with IT and the business working in partnership the overall effort of both could be reduced and the business could be less dependent on IT , be more reactive to change & more profitable as a result. 21
  22. 22. Amadeus experience feedback Success 100% requirement covered • Complex organization Managed complexity • Complex business rules Very positive feedback • New Process owner responsibility Business flexibility handled by business owner © 2012 Amadeus IT Group SA • • • • Challenges 22
  23. 23. © 2012 Amadeus IT Group SA Achieve Success with Customer Experience 23
  24. 24. Achieve BPM Success Navigation Documents Business Processes Social Search Business Intelligence Information 24 Empowers users to make timely and informed decisions Enhances users ability to complete their work accurately and efficiently Encourages teamwork through collaboration and communication © 2012 Amadeus IT Group SA Portals built in the context of Business Applications
  25. 25. Benefits for everyone Self–Service Portals Business Users Benefit Anytime, Anywhere, Multi-device access Faster processing time User Satisfaction and Empowerment IT Teams Benefit Reduce number of applications to support Improve security/access control Overall Business Benefits Substantially lower costs Reduce errors Improve business user satisfaction Introduce promotions, offerings 25 © 2012 Amadeus IT Group SA Centralize administration
  26. 26. © 2012 Amadeus IT Group SA Question / Answers 26
  27. 27. Be Brighter, Bolder, Better, with Amadeus © 2012 Amadeus © 2010 Amadeus IT Group SA IT Group SA THANK YOU 27