As the customer face of Virgin Blue, the airline's Cabin Crew team have high standards to maintain. This year Virgin
Blue won the Customer Service Institute of
Australia's “2008 Australian Service
Excellence Award” for a large business and the Institute's “Best of the Best” award. The accolade is due in no small part to highest standards of customer service at the frontline which starts with recruiting the right people and continues through carefully managed best practice service standards.
Cabin Crew
Development Managers (CCDMs) monitor the members of their team using a number of systems and tools to ensure they constantly meet and exceed the standards. Monitoring standards requires information to be drawn from a very wide range of non-integrated Virgin Blue systems. Once the information is integrated, it then needs to be distributed and presented to a geographically diverse team.
Considering the size of the Cabin Crew team, the original process placed a significant overhead on CCDM time. It was estimated that preparation consumed between two to four hours per team member. The original solution provided access during business hours only whereas the
Cabin Crew workforce functions on a
24hour, seven day a week basis.
the CCDMs have greater access to more timely information at significantly reduced effort
Solutions
Outcomes
CATAPULT BI assisted Virgin Blue's
Cabin Crew department to significantly reduce the time required through the implementation of the Cabin Crew
Dashboard.
The implementation of the Cabin Crew
Dashboard at Virgin Blue has dramatically reduced the preparation workload of the
CCDMs from up to 4 hours per team member to a matter of minutes.
By integrating information from a wide range of disparate Virgin Blue Information
Systems, Catapult BI provided a central repository to hold all performance data relating to Cabin Crew.
The CCDMs have greater access to more timely information at significantly reduced effort. This amounts to a saving of up to
750 hours per CCDM annually or over
5000 hours across the department.
Using the COGNOS Business Intelligence suite of tools, a series of linked dashboard based screens were created providing
CCDMs with the ability to quickly find the necessary information. By having the data updated daily from various sources,
CCDMs always have the latest information available displayed in graphic and tabular forms. As a side benefit, much of the work involved in the Cabin Crew Dashboard required integration of information between existing non-integrated systems.
This resulted in significantly improved
quality
