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Lean IT: Improving the Customer Experience in the Travel Industry

Posted by Stephen Parry on Jan 23, 2020 4:53:59 PM

With over 4.4 billion passengers last year, it's safe to say that flying has become a part of everyday life for many. Competition is fierce in the travel and leisure industry and this is why businesses need to get it right to survive, let alone thrive. Cue: Lean IT, something that Lloyd Parry Adaptive Business Consulting are experts in.

Following a period of extensive collaboration with Lloyd Parry, the Global Operations arm of travel IT group Amadeus commissioned a report urging the travel sector to adopt lean-thinking models to ensure the delivery of true customer value.Image of businessman at airport looking at airplane taking off-1

Cleared for Take Off: Strategies in Lean IT and how they're relevant to the travel industryauthored by innovation forecaster James Woudhysen, argues that a fundamental shift in mindset is essential so that travel companies can build a culture or work climate that can exceed complex customer expectations rapidly.

Amadeus Senior Vice President of Corporate Strategy (formerly Executive Vice President of Global Operations), Wolfgang Krips called for a fundamental shift in management style. He says: "Lean is about centering all thoughts and actions on the customer. It is no longer about directing people as in a classic command-and-control production model, but rather about nurturing proactivity and reactivity to leverage the organisation’s brainpower."

Quoted widely in the report, Stephen Parry, one of its driving forces, emphasises the importance of mapping the customer experience journey.

Parry explains that Lean IT is about optimising the world of the customer, not just about optimising IT.  He says we must think and work outside the box.Lifting the hood on the processes behind booking flights, checking luggage and other actions we take foScreen Shot 2020-01-23 at 12.35.42r granted reveals a myriad of systems that all have to work together in order to make the experience seamless – if not always painless.

Click here to download the full report from Amadeus.

Many organisations already have the data to do this, but nearly as many have passed over responsibility for customer value to other organisations, agencies and institutions. Or worse still, to their competitors.

Among other findings, the white paper shows how:

  • The implementation of Lean IT resulted in a reduction of waste and inefficiency, simultaneously increased the effectiveness and customer value.
  •  Lean freed up resources so staff could quickly bring new innovations to market.
  •  Smarting up those who actually execute IT processes improved customer value.
  •  Focusing targets and management objectives on customer purpose, and not just the organisation’s prejudices, resulted in cost savings and increased satisfaction.

Click here to download the full report from Amadeus.

Applying Lean IT in services is key to creating a customer-centric organisation, resulting in differentiation and long-term profitability.  As leaders in organisational design, Lloyd Parry Adaptive Business Consulting  can help you understand your biggest challenges and develop strategies to overcome them. Get in touch for a free one-to-one call with Stephen Parry.  

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Topics: Travel IT, Lean IT, Tourism Technology, Travel Experience, Human Resources, Cloud Services, Lean Customer Service

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