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Overview of Projects:  
Type of Project Project
Network+ Low cost airline start up
  • Station management and passenger handling at European airports
  • Sales & Service operations in Europe
International Outsourcing
  • Call centre services
  • Catering services
  • Airport handling
  • Sales & services/Customer Contact Centre

Complete process of outsourcing including

  • Make or Buy decision process
  • Organisation and structure of partnerships
  • Set up of Service Level agreements
  • Implementation and transferring services to partner of outsourcing
Customer Management
  • Advice to Board for turnaround Customer Experience Strategy (multi channel customer contact) and implementation plan
  • Consultancy and implementation of Customer Relation Management Tool (CRM)
  • Consultancy and implementation of Customer Messaging Tool
  • Advice to Board and start-up of Customer Loyalty program
  • Optimisation of international customer contact processes including restructure of telecommunication
  • Organisation and set-up of virtual call centre with several different international locations
Business unit start-up or turnaround management
  • Station Management
  • Ground Services & Operations Control Centre
  • Call centre
  • Business development & Project Office
  • Commercial Back office
  • Start-up of new business model low cost label (including implementation e-commerce/website)
  • Implementation of new branding, house style, livery, uniforms etc.
Business Process Redesign
  • Ground and Commercial Operations
  • Group sales
  • Staff travel services
  • Contracting
  • Customer relations
  • Passenger data processing and ticket- ticket less process
IT implementation

Project management for implementation of new ICT and change management business (people, organisation and processes)

  • Reservations systems
  • On board PDA's
  • Check-in system DCS /Selfservice check-in
  • Passenger data processing system
  • Internet booking engine
  • Customer Relations Management Tool
  • Customer Messaging Tool
Interim Management
  • Customer Relations
  • Commercial Operations
  • International Direct Marketing and Sales
  • Crewfacilties
  • Commercial Planning & Sales
  • Station Management
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