The document discusses Air Canada's Digital Performance Management (DPM) program, which aims to enable service excellence across the airline. It provides background on Air Canada as one of North America's largest airlines. The DPM program seeks to acquire performance capabilities, make them enterprise-wide services, and create a performance-focused culture over several years. It will track program adoption, engagement, support volume, and deployment health. The DPM team has expanded to serve more business units and onboard more services to meet growing demand. Lessons learned include establishing clear engagement processes, aiming for quick wins, and building dashboards everywhere.

1. #Perform2018
Enabling Service Excellence
Air Canada DPM Program
Presenter Name
Title
Presenter Name
Title
#Perform2018#Perform2018

2. Air Canada DPM Program Enabling Service
Excellence

3. AIR CANADA
• Canada’s main airline carrier
• North America Skytrax 4 Stars rating
• Over 200 destinations on six
continents
• +45 Million passengers
• Among world’s 20 largest airlines
• +30,000 employees
“Top 10 Carrier in
everything we do”
“Customer
Experience Focus”
“Succeeding as one”

4. Air Canada DPM Program
Video
Air Canada Confidential 4

5. Digital Performance Transformation
Acquire
&
Implement
Capabilities
Make it an
enterprise
service
Create a
Culture of
Performance
Become
industry
influencer on
Performance
Engineering2016-17
2019-20
2018-19
2021

6. DPM in the Enterprise

8. Measuring
Program
Success
Program Adoption
(Count YTD)
• Business Units
Served
• Users Trained
• Services On-Boarded
• Dashboards Built
Engagement Status
• DPM Onboard Requests
• Completion statuses
• Delivery types
• Delivery times
Day 2 Day Support
(volume per week)
• Support Requests
• Issues Identified
DPM Deployment
Health
(MTD Status)
• Infra Capacity
• Server Issues
• Licensing
• Data Retention

9. DPM Service Demand KPIs
[BU Served] – [Services On-Boarded] – [DPM Request/Week]
Virtual Team
Enterprise
Service
Cross-Functional
Team
Performance
Culture
Dedicated Team
Industry
Influencer
Expanded Team
BU Served: +5
Services On-Boarded: +10
DPM Request/Week: +25/Week
BU Served: +10
Services On-Boarded: 25+
DPM Request/Week: +50/Week
Deployment
and Planning
for Growth

10. Lessons
Learned
• Clear Engagement Process
• Aim for Quick Wins
• Dashboards Everywhere

11. Air Canada Confidential 11
Live Demo

12. Thank you