Effective Control Room Operations
and Customer Outcomes in a
Matrix Organisation
Understanding and delivering on the
customers’ expectations
•  Frequent Flyer interviews
•  On Time Performance (OTP) Focu...
Understanding and delivering on the
customers’ expectations
Net Promoter Score (NPS)
:
Identifying and optimising core
departments within the matrix structure
•  Input from senior business leaders to frontline...
Control room layout enabling effective
decision making
Control room layout enabling effective
decision making
•  Different layouts accessed
•  Collaborative decision making the ...
Control room layout enabling effective
decision making
Control room layout enabling effective
decision making
Using technology as an assistance not
a hindrance
•  Airpac mobile
•  White board briefings
Prioritising organisational goals over
individual departmental KPI’s
•  Initial stakeholder engagement fundamental
•  Comm...
QUESTIONS
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Paul Fraser & Jeremy Baillie, Qantas Airways Limited - CASE STUDY: Effective Control Room Operations and Customer Outcomes in a Matrix Organisation

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Paul Fraser, Head of Integrated Operations Centre, Qantas Campus, and Jeremy Baillie, Manager Integrated Operations Centre, Qantas Campus, Qantas Airways Limited delivered this presentation at the 2nd Annual Control Room Design & Operations Conference.

This conference provided insights into streamlining operations, optimising efficiency & managing costs in your control room facilities, through effective design and operations.

For more information, visit http://www.informa.com.au/controlroomdesign14

Published in: Design
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Paul Fraser & Jeremy Baillie, Qantas Airways Limited - CASE STUDY: Effective Control Room Operations and Customer Outcomes in a Matrix Organisation

  1. 1. Effective Control Room Operations and Customer Outcomes in a Matrix Organisation
  2. 2. Understanding and delivering on the customers’ expectations •  Frequent Flyer interviews •  On Time Performance (OTP) Focus •  Net Promoter Score (NPS)
  3. 3. Understanding and delivering on the customers’ expectations Net Promoter Score (NPS) :
  4. 4. Identifying and optimising core departments within the matrix structure •  Input from senior business leaders to frontline staff •  Internal and external benchmarking •  Stakeholder engagement creating an integrated strategy •  Balancing commercial goals / customer goals / operational goals
  5. 5. Control room layout enabling effective decision making
  6. 6. Control room layout enabling effective decision making •  Different layouts accessed •  Collaborative decision making the priority •  Speed and accuracy of information essential •  Video screens – Multi info vs single display
  7. 7. Control room layout enabling effective decision making
  8. 8. Control room layout enabling effective decision making
  9. 9. Using technology as an assistance not a hindrance •  Airpac mobile •  White board briefings
  10. 10. Prioritising organisational goals over individual departmental KPI’s •  Initial stakeholder engagement fundamental •  Commercial goals / customer goals / operational goals •  Organisation over department examples:- - Fuel vs OTP - Crewing reserves vs Network outcomes •  Reporting is critical to provide transparency
  11. 11. QUESTIONS

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