Upload
praveen-dhandapani
View
122
Download
1
Tags:
Embed Size (px)
Citation preview
1 Copyright © 2011 Tata Consultancy Services Limited
ISU Head, Travel, Transportation & Hospitality ISUTriple ISO audit
Jan - Mar 2012
TCS Internal
2
Travel, Transportation & Hospitality (TTH) ISU
300Million USD
Unit
20+Years of Experience
50+Global market
leaders as clients
4000Experienced consultants
First• Airline BPO services
• Offshoring of Core PSS support and development
• iPad application for Airline Crew
Largest• financial transformation
in Hospitality • SOA implementations in
Airline industry• Enterprise Transformation
exercise in shipping industry
3
Our Customers are Global Leaders
AirlinesAmerican Airlines
Delta AirlinesUnited Airlines
Southwest AirlinesHawaiian Airlines
Aero MexicoLan
GDSTravelport
Car RentalsAvis
HospitalityHilton Worldwide
MariottWyndham Hotels
RCICarnival Cruises
ShippingNYK Lines
LogisticsUTi Logistics
UPS
TransportationBNSF
MatsonDay & Ross
AirlinesBritish Airways
LufthansaVirgin Atlantic
KLM
Car RentalsEuropcar
Swiss InternationalAustrianFinnair
Star Alliance
ShippingAP Moller Maersk
Zim Shipping
Cargo HandlingCargotec
TransportationNetwork Rail
LogisticsDP DHL
Kuehne+NagelAgility Logistics
Panalpina
AirlinesSingapore Airlines
QantasCathay Pacific
Malaysian Airlines
AirlinesSaudi Airlines
HospitalityGinger Hotels
Taj HotelsClub Mahindra
LogisticsDIESEL
4
Offerings across the Travel Enterprise Value Chain
CUSTOMER CENTRICWEB|MOBILE|KIOSKS|CALL CENTER|CRM|
LOYALTY
CORE SYSTEMSRESERVATION|CHECK-IN|PMS|INVENTORY|
PRICING
PLANNING & OPERATIONSPLANNING|REV MGMT| CREW|FLEET|
INVENTORY | FUEL
ENTERPRISE BACKBONEPROCESS| SERVICES|EVENTS|CONTENT|
TRANSFORMATION
BACK OFFICEFINANCE|HR|PROCUREMENT
British Airways, Singapore Airlines, Qantas, Avis, Carnival, United, KLM, American, Delta, Star
Alliance
Intelligent Booking Engine, Agent Desktop, Air Buddy, Airport
Assistant, Social CRM, CuBuzz, Listening Platform, TCS RewardZ,
AirBIDSBritish Airways, Star Alliance, SkyTeam, United, Wyndham,
Saudi AirlinesTravel Services Platform
Customers Asset Portfolio
SIA, United, British Airways, Travelport, Ginger, Club
Mahindra, Mariott, LufthansaAltea Migration Function Bible, TPF
CoE
Hawaiian, United, British Airways, Qantas, Austrian,
Swiss Air, Finnair
Crew Power, SWIFT MRO, CRAFT (Crew Planning), Workforce
Planning System,
Hawaiian, British Airport Authority, Hilton, Ginger, Club Mahindra, Carnival, Starwood
Platform/SaaS
Technology Platforms(Teletypes, Electronic Commerce, Communications (SNA, LU6.2, HTH, EDIFACT, MATIP, TCP/IP), Share Infrastructure Platforms (CUSS, CUTE), Integration Platforms)
Industry specific technology expertise across…
5
End-to-end solutions across levels of maturity
Single Services
Multi Services
End-to-End
Transformational
• Application Consolidation
• Process Standardization• Continuous Productivity
Improvement
• Integrated service delivery
model• ADM/IT
Optimization - technology
consumption, storage and DB consolidation
• Integrated SLAs• Guaranteed cost
saving in IT Opex
• IT-IS-BPO Integrated
service delivery model
• IT Transformatio
n• IT enabled
business process
improvement• Guaranteed saving in Opex
• Delivery model with standardized process delivery
• Labor and Non Labor savings -
Process efficiency, inventory Reduction
• Risk-Reward for business
improvement• Strategic initiativesAPPLICATION SERVICES
DEVELOPMENT | SUPPORT | ASSURANCE
BUSINESS PROCESS SERVICES
F&A| HR| SCM | PRICING SUPPORT | REV. ACCOUNTING | LOYALTY | CREW | HOTEL DB
| ANALYTICS
INFRASTRUCTURE SERVICES
REMOTE MGMT. | HELP DESK | DESKTOP | NETWORK | EUCS
SPECIALIZED SERVICESBUSINESS INTELLIGENCE |
ENGINEERING
TRANSFORMATIONAL SERVICES
BUSINESS | PROCESS | ENTERPRISE IT | INNOVATION
SERVICE STACK
6
Thought Leadership – Innovation Lab led Initiatives
Airline Innovation 1.0 - Customer Experience Management
Airline Innovation 2.0 - Enable
Airline Innovation 3.0 - Measure & Optmize
Airline Innovation 4.0Transportation Innovation 1.0Hospitality Innovation 1.0
2006 2007 2009 2011
Technology ExplorationHTML5, Smartphone Apps, Near-Field
Communications, Business Process Mining
Domain Innovation Focus Areas
Airlines – Analytical Cockpit, Agent App, SmartApps for Travel, Queue
Avoider
Transportation – eCommerce, Multi-Channel Access, Real-time slot capacity mgmt., Track & Trace
Hospitality – Contact Less solutions, On property CRM, On Demand services
7
Frameworks and solutions ready for real world challenges…
Key Solutions from the Innovation Lab
First of its kind Travel Services Platform that enables airlines to decouple customer experience from back-end
systems
Next-Gen Internet Travel Booking Engine using Adaptive Business Process to recognize customers based on their
system behavior
Natural Language enabled, context-aware widget application to simulate “human” experience in web and
kiosks.
Context-aware Agent Desktop that helps enhance customer experiencing by empowering agents with
customer relevant “pushed” content.
Mobile solutions that look at the complete travel chain including pre-departure, departure, in-transit and support
services
Real Insights
Maxi Marketing
Travel Concierge
Intelligent Desktop
Crew Power
Travel Services Platform
8
TTH ISU Profile
Delivery Center No of Projects
TCS - Chennai 112
TCS - Lucknow 2
TCS - Mumbai 42
TCS - New Delhi 49
TCS - Pune 7
Cluster No of Projects
Transportation EU UK 45
Transportation NA 18
Travel Airlines NA 39
Travel EU UK 79
Travel Non-Airlines NA 39
99
TTH Structure – Conceptual View
9
1010
TTH Organization Units and Responsibilities
10
11
TTH ISU - Vision
– Be a Billion Dollar ISU by 2015
– Acquire all the Top 5 customers globally in each sub vertical
– Be the Recognized Leader in each sub vertical
– Be a trusted and sought after Unit by the associates, customers and all stakeholders
12
TTH ISU Ambition
FY10 FY11 FY12 FY13 FY14 FY150
200
400
600
800
1000
1200
152
200
290
410
570
770
60 80110
150190
230212
280
400
560
760
1000
ISU ROW TTH Total
33%46%
39%
32%
40%
42%
36%
32%
34%38%
33%44% 30%
27%21%
To be a $1 Billion service provider for Travel, Transportation & Hospitality
Customers by 2015
13
FY 13 Business Planning - Key Considerations
FY13 Priorities
MarketCustomerIntern
al
• TTH TCV until Q3,2011 was $4.6 billion ($8.2 billion in 2010)
• FY 12 pipeline lower than that of FY11 by about 16.8%
• TTH Market is projected to grow to $41 Bn at 5.3% in 2012
• IT IS and BPO represent the largest deals contributing to 83% of contracts
• Market whitespaces exist in N.A and UK MM; Good growth opportunities in transportation with enough head room
• Airlines are expected to have lower growth in 2012 (6.42% YoY compared to 8.7% Y-o-Y last year)
• US Hotels industry is will have stagnated growth - 7.5% in 2012 (7.4% in 2011)
• Good growth in Transportation industry at 10% per year in 2012 (7% growth in previous year)
• Key trending topics: Mobility, Big Data, Green, Integration, Visibility
TTH Internal Inputs:• FY12 Y-o-Y growth at
35% compared to ~40% in FY11
• Re-organized unit to make it agile, closer to customer and future ready
• Creation of 2 dedicated practices for each value chain – Travel & Transportation
• Low attrition, rapid growth
• Changing competency requirements for market
• Red projects impact margins, customer experience
TCS Leadership Inputs: • Financial : Revenue
leadership, delivering non-linear commitment;
• Customer Centricity - right org structure to deliver, revenue band movement;
• Competitive Positioning – constantly increase distance from competition on all parms;
• People Development – control attrition;
• Physical Infrastructure - Tier 2 / Tier 3 leverage
13
14
FY 13 | Key Business PrioritiesFocus Transportation– Increase Transportation revenue share from 26% to 35%+Transportation sub-verticals IT market have relatively higher and sustained growth rate than Travel sub-verticals
Focus Horizontal – Double current ASU and BPO revenuesASU is the fastest growing horizontal for TTH and BPO most mature and one of largest; TTH BPO growth rate slower than other verticals since 2008
Focus Solutions – Verticalize key customer themes: eCommerce, Mobility, Transport Mgmt. SolutionsLeverage dedicated practices for Travel & Transportation value chains to create assets and enhance thought leadership
Focus Key Account– Leverage Full Service Play to increase Wallet Share and non-linear solutions/assets to increase MindshareCreation of dedicated practices for Travel & Transportation value chains will help sell assets and improve mindshare; Create at least 1 $50M accounts and 3 $25 MN accounts
Focus Strong Delivery Capabilities– No RED projects; Build market-relevant and skilled technical, functional and business teamsImprove delivery & governance rigour through formation of dedicate Delivery & Operations team at all locations
Umbrella theme : Focus
14
15
FY 12 – Revenue and Margins
Parameters What We Said What We DeliveredRevenues ($ MN) Q1: 62.43
Q2: 67.53Q3: 72.51Q4: 77.51 FY12: 280.00
Q1: 64.38Q2: 72.68Q3: 79.07Q4: 77.73FY12 293.86
Gross Margins (%) Q1: 52Q2: 52Q3: 52Q4: 52
Q1: 48.96Q2: 51.38Q3: 53.35Q4: 53.55
NOTE: Revenue in Mn USD
Revenue Growth FY'11 FY'12 (Beacon) FY'12(E) YoY %TTH ISU 203.3 280.0 293.86 43.1%
16
FY11-12 Customer Satisfaction Index
TTH is the TCS Benchmark in Customer Satisfaction - We are the ISU with the highest CSI among units having the highest CSS coverage of customers
CSS CoverageCSI
17
Customer Satisfaction – Projects with 100%
• CARNIVAL - Launch Pad Support
• Princess Cruises - Web Applications Support - PCL
• BNSF- CONSULT SUPPORT 10-11
• BNSF- MAPS App Maintenance & Support
• BNSF- TPI/EVIC/GEOWIN - BNSF Off.
• Travelport/Worldspan - TPF F&P Maintenance
• Travelport - Rapid Reprice – Offshore
• Travelport- IBS Development & Maintenance
• American Airlines- AA - eVIP OA Support
18
Lifeline 2011-12 – TTH ISU Satisfaction Index
2008 2009 2010 201150%55%60%65%70%75%80%85%90%95%
100%
81%
76%
81%80%
TTH Lifeline Trends
TTH Average
19
FY11-12 Associate Satisfaction
The ASI figures for all major ISUs were within a close range (between 70.8 to 71.89),
20
FY11-12 Attrition YTD %
LS
BFS 04 GE
Ent S
ol
Hi Tec
h
BFS 01
NGM India ER
U
BFS 0
2
Telec
omIN
S 01
BFS 03 Gov
tMFG TT
H
Retail &
CPGM &
E
INS 0
20.00
2.00
4.00
6.00
8.00
10.00
12.00
14.00
12.74
10.51
9.638.97
8.47 8.39 8.20 8.13 7.94 7.89 7.82 7.657.05 6.74 6.68 6.62
6.02 5.91
21
TTH Quality Dashboard – Project health
Metric Details
Metric Name Unit Target2011-AUG
2011-SEP
2011-OCT 2011-NOV
2011-DEC
2012-JAN
On Time Delivery % > = 99 100 100 92.03 91.87 94.44 97.4Bad Fixes % 0 0 0 0.03 0 0 0Capability Effort Slippage % 100 100 100 95 91.3 85.51 SLA Compliance % > = 95 97.06 96.96 96.67 98.03 98.61 97.35Defect Free Deliverables % >=99 100 100 100 98.86 100 100TDCE % > = 95 100 100 100 94.64 100 100On Budget (milestones) % 100 100 100 95 97.83 92.75 97.83On Budget (project-end) % 100 100 0 100 Acceptance Defect Density Ratio 0 Workaheads (Contractual) % < 5 1.33 1.3 1.26 1.36 1.31 1.74Audit Compliance % > = 90 96.15 100 100 96.88 100 71.43PMR Compliance % > = 90 94.12 95.65 83.33 100 97.83 95.12Customer Complaints # 0 0 0 0 0 0 0Customer Reds # 0 0 1 1 1 0 0TCS Reds # 0 0 1 1 1 0 0
22
TTH PDI Trends
23
FY12 Balanced Score Card for TTH
Perspective ISU BSC Parameters Unit Freq Target Actuals
Financial
Total Revenue INR M 100% of Target Achieved% Gross Margins % M 55% AchievedDays Receivables Days M 30 days Qualified Pipeline INR M As per Target AchievedOrder Book Value won this FY INR M As per Target Achieved
YTD Win Rate % M85% Existing, 70% New Achieved
% Increase in Annuity Business % Y 50%
Stakeholder
Customers acquired (Global Top 5) # HY 1 large deal/BU
Schenker, Mariott, UTI, Europcar
Customer Satisfaction Index Index HY 90% 90%
Business Advisor Status No. Y 2 per BUAvis. BA, Carnival, Hilton
No of Analyst Interactions No. Q 2 5Additional Corporate KPIs
Non Linear Soln Sales No. Y 1 customer/ offering AchievedNumber of Full Services Accounts No. Y 2/BU
HA, Star, Carnival, Avis, NYK, Travelport
Internal Process Deployment Index % M 0.85 0.8L&G Associate Satisfaction Index Index Y 76% 71
Attrition (Overall, YTD %) % M 8% 6.7%
24
Awards/Customer Appreciations
“Thank you for driving this project. As usual you were proactive every step of the way. It is always a pleasure working with you. Thanks,”
Rashi Mehta, Supervisor eCommerce, Carnival
“I would like to thank everyone for the hard work in the support of making this DR exercise a successful one. ..you all were very instrumental in making this a successful exercise. I greatly appreciate the perseverance every one had to make this work. I am proud and it has been an honor to work with each and every one of you. Thank you”
Peter Bonacasa, Manager, IT DR Avis Budget
“Congratulations to all who have worked on this over the past 18 months or so ! It has been a considerable leaning experience for all of us. I have been particularly impressed with the professionalism, co-operation & 'can-do' attitude of all involved. Thanks”
Robert Jonh Milton (GSIS PM), APM
“Go live was successful and the business is very happy..I would like to personally thank you for your performance and involvement..It was a pleasure to work with you. Great reactivity, patience with Europcar’s team and your professionalism, have been omnipresent along the project. Congratulations”
Philippe.you-kim, Europcar Project Manager
“I know that being off site can be hard some times when you do not get to hear feedback. So, I wanted to take a moment to share some positive feedback from the user community regarding your hard work on the GATES project so far. Please share with the team that the users do appreciate their hard work!”
Chris Bailey, Matson
“You guys have been doing such an awesome job. You have been going even beyond what has been asked of you”Bob Stephens,Sr. Software Engineer, SWA
“I was particularly impressed by how the differing components of the wider team, employees of IBM, TCS and ML IT, worked together as a true team, including working hard together to solve issues that arose during the late nights and early mornings. The resolve, dedication, effort and technical skill of all involved in this, the most complicated technical upgrade I have ever been involved with, was remarkable. This really was a job well done ! Congratulations and thanks to all”
Jon Freeman (ML DM APM
25
Improvements and Best Practices
Process Improvements made in the last one year:
– Restructuring the TTH Structure to focus on key and new priorities– Focus on Critical Projects/Complex engagements– Sales and PreSales Process– Focus on rigorous Contract Review
Best Practices Shared/deployed in last one year:
– BP Deployed: HR Best practices (Associate Motivation Activities), DEG Best Practices (Security Mgt, DAG – Contract Review process)
– BP Shared: Sales Best Practices (SWA), Best Practices in Benchmarking, Dashboards in PI and BCP (DEG)
26
Competency & Learning
27
Thank You
28
Extra Slides
29
FY 12 | A Recap
1 Penetrate Global Top 5 in each vertical
2Focus on Non-Linear Growth- Travel Services Platform- SWIFT MRO
3 Enhanced Portfolio Mix- Increase annuity business by at least 20%
4 Key account focus through full service play to increase wallet share
5Demonstrate Thought Leadership on key focus areas - eCommerce, Mobility, BI/Analytics, Transport Mgmt, Green
6Build a highly competent associate base – Technology, Domain, High-end consulting, Future Leaders
FY12 Priorities Achievement Status
30
FY 13 | On Road to Our AmbitionsIn USD FY10 FY11 FY12 FY13 FY14 FY15ISU 152 200 290 410 570 770ROW 60 80 110 150 190 230TTH Total 212 280 400 560 760 1000TTH YoY 32% 43% 40% 36% 32%ISU YoY 32% 45% 41% 39% 35%RoW YoY 33% 38% 36% 27% 21%
In INR FY10 FY11 FY12 FY13 FY14 FY15ISU 6518 8576 12435 17581 24442 33018ROW 2573 3430 4717 6432 8147 9862TTH Total 9091 12006 17152 24013 32589 42880TTH YoY 32% 43% 40% 36% 32%ISU YoY 32% 45% 41% 39% 35%RoW YoY 33% 38% 36% 27% 21%
31
FY 13 | Guidelines for Growth Planning Ambitious band movement for at least 2 accounts in every band;
Travel accounts need to now surge ahead, Need to acquire large Transportation customers in NA and Europe
Large, stable accounts should anchor for margin improvements
Sub $ 1-2 Mn accounts should target at least 200% growth
ASU should reach $ 5 Mn in every Business, Mobility should be at least 1 M USD for every Travel Account
One horizontal BPO deal in every Business Unit; Single out key candidate accounts
Identify key competitors for your business and keep them off at all costs