The document outlines Lufthansa CityLine's approach to operational excellence through process mining and continuous improvement. It highlights the use of an agile methodology for identifying and prioritizing improvement potentials across complex processes in flight operations. Key use case examples include optimizing turnaround times and enhancing aircraft availability.

1. PROMOTE
PROcess Mining for OperaTional Excellence
Philipp Grindemann
Head of Business Development & Project Management
Lufthansa CityLine GmbH

2. lufthansa.com
customer
satisfaction

3. lufthansa.com
>280destination
s
high complexity
worldwide processes
>100countrie
s
≈12.500flights per
week

4. lufthansa.com
growing capacity
constraints

5. lufthansa.com
PROcess Mining
for OperaTional
Excellence
 Integrated continuous improvement
process – “digitized lean”
 Agile way of work
 Automated comparison:
reference  real process

6. Our continuous improvement process (CIP) approach
P
DC
A
Transparency // root-cause analysis
Efficiency
Continuous improvement
process:
 Identify improvement potentials
 Quantify potentials
 Identify counter measures
 Prioritize
 Implement measures
 Monitor and control
Operational
Excellence

7. Our continuous improvement process (CIP) approach
P
DC
A
Transparency // root-cause analysis
Efficiency
Teamwork:
Operational
Excellence

8. Our continuous improvement process (CIP) approach
P
DC
A
Transparency // root-cause analysis
Efficiency
Agile way of work:
 Check-In to align and prioritize potentials
 Sprints with a duration of 2 weeks
Operational
Excellence

9. lufthansa.com
Ground
operation
Technical
operation

10. lufthansa.com
ID Flight # + date
Increase punctuality
Parallel processes
Use case examples
 First flight of the day right
 Turn around bottlenecks
 Benchmarking

11. lufthansa.com
ID Requested part
Increase A/C
availability
High complexity
Multiple process
triggers
Use case examples
 First flight of the day right
 Supply chain optimization
 AOG-time reduction

12.  Hubs
 Fleet / Division
 Timeframe
First flight of the day right (FFOD)
High-level perspective:  Intercontinental /
Continental flights
 …
 Position (Apron/Gate)
 Subfleet
 Daytime
Analysis on sub-process level (e.g.
boarding):
 Transparency of actual process
 Comparison to reference model
 Identification of the critical path
 Filter on root-cause
 Destinations
 Contractors
 …
Filter dimensions:
Process level:
End-to-end view
Technical operation
Aircraft provisioning
Ground operation

13. Processes Functionalitie
s
Thank you very much for your attention
Engineering
processes