Operational Service Centre
Jun 26, 2015
Operational Service Centre
2
Ideas & Projects
The Issues to solve
The Workload in diagrams & Reports
The Tasks
Operational Service Center
The Mission & Objective1
3
2
The Team
5
4
6
3
The Mission
Provide efficient and scalable operational support to the Hotelbeds Contracting and Yielding teams for both Bedbank and Activities, Transfers & Experiences (ATE).
4
Objective
1. Cost-efficiency2. Consistent level of service to contracting and yielding teams3. Standardization and harmonization of internal processes4. Quality of service, reduction of processing errors5. Scalability6. Continuous improvement
5
"You can't manage what you can't measure."
6
Ideas & Projects
The Issues to solve
The Workload in diagrams & Reports
The Tasks
Operational Service Center
The Mission & Objective1
3
2
The Team
5
4
6
7
Bedbank and Activity, Transfers & Experiences (ATE) :
1. Contract loading incl. new supplier request, marketing contribution and overrides
2. Contents loading and validation
3. Sure2Care support
4. Stop sales
5. Offers loading and contract adjustments (e.g. allotment, rates…)
6. Booking confirmation
7. Error audit/Bookings Reconciliation
• Processes that are NOT part of OSC:– Offline bookings …………………………………….
……………………………Local booking– Book-outs, denials …………………………………………………….…
…. Bookouts teams– Hotel requests: booking resend, inquires ………………………
Booking teams– Litigations resolution (Contact for FSC)……..………………….
Regional finance teams– Ecobill, SWS trainings………………………………………………………
….Local Support teams /Yield– All T&AB processes in DS (overlapping) destinations
………………………………………………. DS – Contracts and contents for non-ATLAS destinations (for TUI
operators) …………….. DS
Tasks of the OSC
8
Ideas & Projects
The Issues to solve
The Workload in diagrams & Reports
The Tasks
Operational Service Center
The Mission & Objective1
3
2
The Team
5
4
6
9
Loading: Tickets Per Month
Oct NovDec Jan Feb Mar AprMay Jun Jul AugSep Oct0
2000
4000
6000
8000
10000
12000
Americas
Oct NovDec Jan Feb Mar AprMay Jun Jul AugSep Oct0
2000
4000
6000
8000
10000
12000
Meapac
Oct NovDec Jan Feb Mar AprMay Jun Jul AugSep Oct0
2000
4000
6000
8000
10000
12000
Global
Oct NovDec Jan Feb Mar AprMay Jun Jul AugSep Oct0
2000
4000
6000
8000
10000
12000
Europe
OpenClose
We only consider here tickets of Contracts Loading&Revision.
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Reports that we want to provide
• Time-to-market;• Closed tickets• Error overview• Etc. productivity?, Contents?
• Loading contracts report• Sure2Care, Bookings actions, Stopsales, offers, contract
adjustments
• Internal error audit• Internal Benchmark of productivity• Improvements (CRs) requested and realized
To Regions
MonthlyTo Board
WeeklyMonthly
MonthlyTo OSC team
11
Ideas & Projects
The Issues to solve
The Workload in diagrams & Reports
The Tasks
Operational Service Center
The Mission & Objective1
3
2
The Team
5
4
6
12
Organizational Overview
Stop Sales Agents
Contract
adjustment Agents
Auditor/quality
control
Loading
Agents Accom
Team LeaderStop/Open Sales &
Bookings
Hotelbeds product Loading Manager
Accommodation Contents Loader
S2C Agents
Contents Validators
Product
Administration Manager
Booking Agents
Head of
Operational Service Center
Business Analysts America
Operational Service Center Senior Manager
Asia
Operational Service Center
Senior Manager
Europe Operational
Service Center Senior Manager
Administrative
coordinator
TBDEstela Jiménez Hazel Cameron
Viola Ammesdörfer
TAB loading teamTBD
80
Total APROX 230
Kai Wei
13
OSC America (LATAM & N-America)
14
OSC MEAPAC
15
OSC Europe (MEDAF & EC)
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Staffing
Region Have From other depts.
New to recruit
To- be
America 62 4 8 74
Europe 55 10 19 84
MEAPAC 59 4 17 80
TOTAL 176 18 44 238
62 FTEs to add
17
Ideas & Projects
The Issues to solve
The Workload in diagrams & Reports
The Tasks
Operational Service Center
The Mission & Objective1
3
2
A&D | Project OSC | Sept 2013 |
The Team
5
4
6
18
Issues to solve & Dependencies
We have to solve:• Transfer and activity bank /ATE processes • Operational – booking confirmations• Translations (operational) – at the moment in APS• SI contents – Who takes care of Supplier Integration contents
?• Liberate• Litigations – MEAPAC Error audit coordinatin FSC• Calculation of Cost distribution “key” to distribute to the
regions
We depend on:• ATLAS 2.0• Contract wizard• Content management platform• Autorenewals• SWS
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Ideas & Projects
The Issues to solve
The Workload in diagrams & Reports
The Tasks
Operational Service Center
The Mission1
3
2
The Team
5
4
6
20
Ideas & Projects
OSCBlog for loaders to reduce errors
Weekly
“sta
ndup”
meetings f
or
communica
tion
Interchange of
workload in all 3 hubs
ETC
Screens: productivity
Incentives
21
Ideas & Projects
The Issues to solve
The Workload in diagrams & Reports
The Tasks
Operational Service Center
The Mission & Objectives1
3
2
Implementation timeline7
The Team
5
4
6
Oct Nov Dec Jan Feb March Apr May
Initiation• Communication, SLAs
Main processes• Accom. loading, contents,S2C
Additional processes• Offers, adjustments,stop sales
(exc. MEAPAC)
Additional processes• Offers, adjustments, stop sales
MEAPAC
Bookings• Reconf., Reconciliation
Reporting• Efficiencies, workload
T&AB• All processes
High level Implementation timeline
New office space required
Reduce backlog
SLA, Budget,Communication
Reporting
New office space required
New office Palma, Shanghai
Operational improvements
Exceptions
OSC fully functional
Decision Americas office
23
OSC Motto
AmbitionAttitudeAction
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“Ask not what your country can do for you – ask what you can
do for your country”