PMI Queensland Chapter Meeting - Project Management at FlightCentre - October 2008

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  • 1. Making project management indispensable for business results ® Welcome to the October 2008 Chapter Meeting Project Management Institute Queensland Chapter
  • 2. October 2008 presentation Project Management at FlightCentre The presentation is about Project Management at Flight Centre. It will discuss how business and technology fit into the Flight Centre structure and how the Project Services PMO works within the business and technology spheres. It will also touch on the different types of projects that the PMO is called upon to support. Matthew Tati Matthew has a travel technology background and moved into Project Management in 1999. He has managed projects for the Federal Government and various travel distribution companies. He is Secretary of the Australasian Chapter of the International Federation for IT in Travel and tourism (IFITT). PMIQ (http://www.qld.pmichapters-australia.org.au/) is the proud sponsor of tonights Bar Tab for the September 08 Chapter Meeting Project Management Institute Queensland Chapter
  • 3. Technology Supporting Business Some insights into Flight Centre Technology group Project Services Office
  • 4. Flight Centre’s History • Top Deck Travel: founded in 1973 • Australian retail travel agency: opened 1980 • Common branding from 1987 • Including a common operating philosophy • Today: 1500 shops in 10 countries. • plus FCm global network • Total transaction value (TTV): $8.9b in 2007
  • 5. 10 Key Philosophies linking a very strong company culture • Our People • Standard Systems: 1 Best Way • Our Customer • Family, Village, Tribe: Structure • Profit • Taking Responsibility • Ownership • Egalitarianism & Unity • Incentives • Brightness Of Future
  • 6. Key Brands Retail ✈Flight Centre ✈Escape Travel ✈Travel Associates ✈Student Flights ✈ Flight Centre Travel Money ✈Flight Centre Hotels Flight ✈Cruiseabout Corporate ✈FCm Travel Solutions ✈Stage and Screen ✈Ci Events ✈Campus Travel
  • 7. Local Structure: Australian Operations Retail Brands Corporate Brands Front End ✈Flight Centre ✈Escape Travel ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Travel Associates ✈Student Flights ✈Flight Centre Hotels Retail ✈Cruiseabout ✈Ci Events ✈Ci Events Corporate Travel ✈Campus ✈Flight Centre Travel Money Ticket Centre Back End Support Product & Wholesale Support Peopleworks (HR) Global Operations TECHNOLOGY Marketing Finance
  • 8. Local Structure: Australian Operations Retail Brands Corporate Brands Front End ✈Flight Centre ✈Escape Travel ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Travel Associates ✈Student Flights ✈Flight Centre Hotels Retail ✈Cruiseabout ✈Ci Events ✈Ci Events Corporate Travel ✈Campus ✈Flight Centre Travel Money Ticket Centre Back End Support Product & Wholesale Support Flight Peopleworks (HR) Global Operations Centre Marketing Technology Finance Project Services Office (PMO)
  • 9. Technology supporting the business Purpose of the Flight Centre Technology ‘Nation’: Effectively support the goals of FCL Achieved through: • Business Alignment • Technology (Enterprise Architecture) • Functional capability development • Risk Mitigation
  • 10. Challenges for the Technology ‘Nation’ Challenges • Standard systems & Incentives • Governance • Change management is critical • Senior Management & business buy-in • Entrepreneurial culture promotes variance • Prioritisation & funding initiatives • People & Capability • Delivery • Attracting & retaining the right people • Capability • with the right skills • Managing expectations • who ‘fit’ the culture & team • Partnerships with providers • Business “ownership” & Structure (Family, Village, Tribe) • Each team “owns” their P&L / profit • Teams commitment achieving goals
  • 11. Technology supporting the business through Business Alignment Retail Brands Corporate Brands Front End ✈Flight Centre ✈Escape Travel ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Travel Associates ✈Student Flights Retail ✈Flight Centre Hotels ✈Cruiseabout ✈Ci Events ✈Ci Events Corporate Travel ✈Campus ✈Flight Centre Travel Money Ticket Centre Back End Support Product & Wholesale Support Peopleworks (HR) Global Operations TECHNOLOGY Marketing Finance
  • 12. Technology supporting the business through Business Alignment IT Manager - Retail Corporate Brands Front End ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Ci Events ✈Ci Events Corporate Travel ✈Campus Ticket Centre Back End Support Product & Wholesale Support Peopleworks (HR) Global Operations TECHNOLOGY Marketing Finance
  • 13. Technology supporting the business through Business Alignment IT Manager - Retail IT Manager - Corporate Front End ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Ci Events ✈Ci Events Ticket Centre Back End Support Product & Wholesale Support Peopleworks (HR) Global Operations TECHNOLOGY Marketing Finance
  • 14. Technology supporting the business through Business Alignment IT Manager - Retail IT Manager - Corporate Front End ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Ci Events ✈Ci Events IT Manager – Product & Ticketing Back End Support Support Peopleworks (HR) Global Operations TECHNOLOGY Marketing Finance
  • 15. Technology supporting the business through Business Alignment IT Manager - Retail IT Manager - Corporate Front End ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Ci Events ✈Ci Events IT Manager – Product & Ticketing Back End Support IT Manager – Business Services
  • 16. Technology supporting the business through Business Alignment IT Manager - Retail IT Manager - Corporate Front End ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Ci Events ✈Ci Events IT Manager – Product & Ticketing Back End Support IT Manager – Business Services
  • 17. Technology supporting the business through Business Alignment IT Manager - Retail IT Manager - Corporate Front End ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Ci Events ✈Ci Events IT Manager – Product & Ticketing Back End Support IT Manager – Business Services Development: Project Services Office: Global Solutions Project Management .NET, JAVA, Web Technology Business Analysis & Testing
  • 18. Technology supporting the business through Business Alignment Enterprise, Architecture & Service Enterprise, Architecture & Service IT Manager - Retail IT Manager - Corporate Front End ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Ci Events ✈Ci Events IT Manager – Product & Ticketing Back End Support IT Manager – Business Services Development: Project Services Office: Global Solutions Project Management .NET, JAVA, Web Technology Business Analysis & Testing
  • 19. How Technology’s direction aligns with key challenges Standard People & Business systems Incentives Capability “ownership” Governance Delivery Business Alignment Technology (IT Architecture) Functional capability development Risk Mitigation strategies
  • 20. Key IT drivers for Flight Centre Technology ‘Nation’ • Provide support for rapid & sustained business growth • Minimise the cost/time of delivering business initiatives by leveraging internal & external knowledge/resources • Provide a comprehensive single view of all FCL customers • Provide enhanced connectivity among systems/suppliers to facilitate business interactions • Minimise the complexity of the technology systems
  • 21. Flight Centre Technology: Risk Mitigation Focus on 4 key areas: • Security • Disaster recovery • Business continuity • Project Governance
  • 22. Flight Centre Technology: Focus Areas Focus on 4 key areas: • Security • Disaster recovery • Business continuity • Project Governance
  • 23. Technology supporting the business through Business Alignment Enterprise, Architecture & Service Enterprise, Architecture & Service IT Manager - Retail IT Manager - Corporate Front End ✈FCm✈FCm Travel Solutions Travel Solutions ✈Stage and Screen ✈Stage and Screen ✈Ci Events ✈Ci Events IT Manager – Product & Ticketing Back End Support IT Manager – Business Services Development: Project Services Office: Global Solutions Project Management .NET, JAVA, Web Technology Business Analysis & Testing
  • 24. Project Services Office: Role Project Services Office Role • Facilitation • Direct report to IT Leadership • Works on both business and IT projects • Focus on collaboration and • Delivery to customers via internal Customers. • Internal customers represent Flight Centre’s customers
  • 25. Project Services Office: Structure & Size • Project Services Office Role • 16 team members comprising: – Project Managers – Business Analysis & Software application testers • Mix of backgrounds and experience: – Business - including FC and travel industry – Information Technology – Career Project Management • Matrix structure
  • 26. Project Services Office: Methodology & Approach • Methodology based on PRINCE II • PM’s manage multiple projects • FC internal billing = responsibility • Strong team = family, village, tribe • Relationships to internal businesses = service internal customers
  • 27. Project Services Office: Types of projects Business Focussed Projects: • Change Management • Business Integration (i.e. new acquisitions) • Supporting regulatory and compliance work
  • 28. Project Services Office: Types of projects IT Projects: Software application focus • Enhancement of existing systems • New systems • Bespoke / in-house development teams • Vendor management • Mixed • Vendor Selection / business needs based RFP • Release Management
  • 29. Project Services Office: Main types of IT Systems Types of IT Systems • Corporate systems: • Desktop inc. email and infrastructure services • Financial management systems • Corporate systems: Point of sale (front and mid office) • Different businesses use different POS according to type • Point of Sale accounting systems (back office) • Internet: web sites inc ecommerce and info sites
  • 30. Project Services Office: Main types of IT Systems Types of IT Systems • Airline Global Distribution (GDS): • Links at many levels for booking & managing bookings • Ticketing systems: • Issue tickets on behalf of the airlines and other travel services • Industry specific business intelligence • Class of systems pulling data from the GDS • Internet: specific extranet systems
  • 31. Future Direction Continued globalisation of Flight Centre Limited supported and enabled by technology Keeping focus on the basics that still hold true, even in today’s world…
  • 32. November 2008 presentation Managing Relationship Risk in Projects The presentation … … highlights the need for effective management of relationships in projects. It covers relationships from a risk management perspective and shows how to develop a rigorous planned approach that will impact on delivery outcomes through effective group dynamics; interface management and good leadership methodologies. Graham Scott … … is an Organisational Psychologist with Masters qualifications. Prior to studying Psychology Graham worked in the Construction Industry at trade and Management levels. For the past thirteen years Graham has being working in Projects mostly in recovery around “communication” and “people issues”. OrgConsulting.com will be the proud sponsor of a Bar Tab for the November 2008 Chapter Meeting Project Management Institute Queensland Chapter
  • 33. Thanks for coming Enjoy the Networking at the bar Project Management Institute Queensland Chapter