Conclusion & Results of phase No.1 (diagnostic)

1. Quality Control of News Letter, announcements and advertisements (criteria: Text, meaning, idea, layout, logo etc.).
2. Gaps of the on-line reservation system.
3. Internal communication channel.
4. Front Line supervision.
6. Glossary of the quality management system.
7. Grade of staff satisfaction, further 29 working problems and their possible solutions.
8. Coaching sessions.
9. Training program per year and each staff member.
10. processes Description, process owner and working procedures, system documentation etc.
11. Job description.
12. Concept about emergency response plan.
13. Concept about preventing crisis program of PR & communication.
14. Database (data related to directory / data related to market).
15. QMS-Database (Quality-Handbook; Forms; Process outcomes + Statistics etc.).
16. System of gathering customer feedback (on-line & off-line).
17. Plan of expansion and coming new tasks (office location, airport, StarAlliance etc).
18. Opening time of the office.
19. System of IT-backup & maintaining.
20. Working Plans (at least complete) such as for
- Marketing (advertising etc.)
- Sales
- Training
- Additional new tasks and duties
21. Benchmarking of international airline industriy.
22. Staff productivity indicators /Reporting system
23. Loyalty program (data of customer relationship).
24. Glossary of the airline industry.
25.

Criteria of Process Description

Criteria of Process Description

1. What: (Title of the process, e.g. Customer Service)
2. Why: (Objectives; e.g. rise of the customer satisfaction by 10% etc.)
3. Who: (Process owner, means the responsible person for the process and his/her
representative in case of absence)
4. Where: (Where is the process carried out best?)
5. When: (Which time/which rotation?)
6. How: (Way of realization / activities / input & output etc.?)

Glossary of our QMS-System

Dear colleagues,
Today I completed a QMS-glossary about our project to be sure that we have a standard and common interpretation of the different expressions we will use within the documentation of our system. Please feel free to expand this glossary with further expressions we might use. The glossary you will find on the right side as a pdf-file.

"Process Description"

A form about "process description" was sent via email to all ladies and gentlemen of our project team. An example of Mr Meyer was also enclosed to the orientation. The PDF -file of this form you can find on our blog. I ask all of you kindly to fill this out and to return it to me until Monday, May 5th.
Many thanks for your co-operation.

What the industry says ...... Simplify and Modernise the Business

"The presence of low cost carriers forces full services operators to shape-up and rationalise their cost structures."
Samer Majali, CEO, Royal Jordanien



"... Siplifying the Business is a win-win for the industry and the customer ... reducing the cost of industry processes is an important priority."
Dave Bronczek, CEO, Federal Express

"... the traditional airline business model is broken. We need to pull the plug on this model and establish a new business model and new culture."
Robert A. Milton, CEO, Air Canada

"I was astounded at the level of complexity that had been allowed to creep into the business .. little of thiss complexity delivered anything of value to customers."
Ralph Norris, CEO, Air New Zealand

"The airline marketplace has irreversibly changed ... airlines that do not adjust to that reality are doomed to fail."
US Airways, Chapter 11. Bankruptcy Petition

"The challlenge is to retain the value of the network system and eliminate the costs of complexity."
Giovanni Bisignani


"The IATA simplifying the business initiative is right on target ... we need to use the same principle of leveraging technology to improve service and rduce costs for cargo."
Ken Choi, President, Korean Air Cargo

"We will continue to simplify and modernise our business. New technology is the key to simplifying processes for our customers."
Rod Eddington, CEO British Airways

“Suggestions of Improvement for Top Management”

1) An Internet customer in Austria has two price options while online-reservation. The customer gets a considerable diminution of the price if he/she indicates that his/her location is Egypt instead of Austria. A live booking of Mrs Ursula L on April 5, 2008 yielded a disparity in price of €123 of at the booking a flight of Vienna to Cairo and further to Asswan; Egyptair lost in fact €123,-- from a single booking activity.
Suggested solutions: The IP-address of the buyer must be indicated and the country of origin is therefore to be defined.

2) Purchase Conditions: Those appear on-line at the time being very strange and not readable according to layout, stylistic and typing mistakes. A copy has been already saved and sent to the Management.
Nobody can understand this contents and we know now that the on-line user is very critical; i am sure that the income of sale will be extremely higher when such things disappear. Suggested solution: Purchase Conditions to be corrected, completed, reviewed and republished immediately.

3) By defining of the trip date user does not have the option to let the system be flexible (-/+ 1-3 days.).

4) The “back button” does not function during the reservation process (not the back function of the browser).

5) User dose not have the option to change or modify the flights. “Modify search option” during the process is highly recommended.

6) No customer feedback required by the system after closing the reservation process.

7) Data collection of the already booked tickets highly recommended to use in further activities, for example “Customer Loyalty Program” and NL etc.

8) Option to receive on-line NL; important for Customer Loyalty Program etc.

Vision - Mission - Values

Vision
Deliver Competitive Customer Service With true Egyptian Spirit

Mission
Create Value for our Employees, Customers, and Owners & Stakeholders

Values
* Safety comes first
* Efficiency
* Teamwork
* Continues learning
* Serving Egyptian Economy
* Multicultural oriented