PDF: Outsourcing Delivery model for Avaiation Industry to India

7/25/2019 PDF: Outsourcing Delivery model for Avaiation Industry to India

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GITDM Presentation

on

Aviation Industry

GROUP NO 4

PRIYANKA PANTAWANE (

S I VA S AI T E J J A LD U ( 1 4 03

PRATIK DHIMAN (1403024

RAJ KUMAR SHARMA (14

S H UB H AM G AR G ( 14 0 30 2


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Agenda Executive Summary

Customer Pain Areas

Impact on Business

Our Companys information

Our Companys USP

Proposed Solution

Proof of Concept

Delivery Model and Benefits

Cost Breakdown Structure

Assumptions and Responsibilities

Project Plan and Timelines

SLAs (in case of support services)

Projected ROI and TCO

Customer success Story

09-02-2016 GITDM PRESENTATION


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Executive Summary

SingaAir Ltd. , operating as SingaAir, is a budget airline headquartered in Singaposervices to regional destinations in Southeast Asia and China from its main baseChangi Airport.

It has its head office in the Honeywell Building in Changi, Singapore.

SingaAir won the CAPA Award for Best Upcoming Low Cost Airline of the Year 2014*CAPA: Centre for Asia Pacific Aviation

Recently, Company CEO, Mr Chang announced its plans to expand to other Asia

including India.

SingaAir Ltd. Is looking at us, SRP InfoTech Solutions as a potential partner fointegrated IT Solution that includes:

CRM, Reservation systems, Baggage Tracking,

Loyalty programs, Airline portal, Campaign Management,

Managing B2B partnership with major travel aggregators like Amadeus, Expedia, Travelo



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SingaAir Pain Areas

Identification and Retention of High ValCustomers

Customer Service

Inefficient Reservation System

Absence of personalized real-time dynambundling for Customers



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SingaAir Pain Areas

Improper IT Business Alignment for LoyPartnerships

Non-Integrated Campaign Managemen

Lack of Smart Mobility Solution

Non scalable applications



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Business Impact Due to Pain Po

Shift towards

Competitors

due to

cumbersome

online portal.Average Tim

to Market ne

promotiona

offers is 50%more than

competitors

Low Customer

Satisfaction

Index (55.68

vs. industrystandard of

78.42)20% increase

in Operational

Costs due to

lack of IT

Integration.

Unrealised

Campaign

Benefits due

to lack of real

time data.

Drop in First

Class/Business

Class Sales by

35% in the last

3 quarters.

Missed Sales

Target by 25%

for the last 3quarters.

* All statistics ta

Analysis Rep



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SRP InfoTech SolutionsSRP InfoTech Solutions is a global professional services firm with annual revenues21 billion(March 2014).

SRPs more than 3,50,000 employees provide Application software, Consulting aSupport services from 140 offices located in the United States, Canada, India, theand other parts of the world.

Our clientele in the Travel industry include:

One of the oldest airlines in the Nordics

A specialist air-cargo integrated software solutions provider Latin America's foremost airline

One of the oldest airlines in Central America

Canada's national low-cost airline

Spain's largest low cost airline

Australia's national carrier

One of the largest total travel management companies in India



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SRPs USP

A TraLab: S

inInnov

travincuidea

afraprotocha

Strategic relationships:We have partnershipswith global technologyleaders like Siebel etc.We also work closelywith specific domain

solution providers andhosting providers

Technology Centresof Excellence (CoEs)

to incubatetechnology

capabilities aligned tothe Travel industry -Analytical Customer

RelationshipManagement (CRM)

& Interline eTicketing.



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SRPs USP

Domainpractitioners

with vastfunctional and IT

experience fromthe industry

Niche solutionsaimed at specific

businessrequirements,

challenges in critical

performance areasand regulatorycompliance

Partnershipswith globalTravel ISVs

Commquality aexcellenLevel 5,

ISO 2700

ITSM cde



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Proof of Concept

A working model (Pothe highlighted moduwith the online portal

delivered within a mosigning the project ch



11/23

Delivery Model & Benefits

Global24/7

DeliveryModel

RegulatoryCompliance

GlobalCollaboration

SRP Sourcing

Global TalentPool

Global 24/7 Delivery MoGDM has the ability to quickly ramp up and ramp down technicalcrossing barriers of language, distance, and skill. We work towardrequired competitive edge.

Regulatory Compliance: Best-practice methodologies and eframeworks as well as compliance with local and internationa

Global Collaboration:A state-of-the-art telecom network, glo

multi-tiered technology infrastructure with an interconnected gproviding better risk management and 24/7 coverage.

SRP Sourcing:A blended onsite/ offshore/ nearshore modelconcept of modularization, GDM lets you focus on core comshared business objectives

Global Talent Pool: Access to a globally networked talent polow-cost and high-quality service spanning multiple services mand domains .



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GDM Implementation

Ph

Nears

India Pune/Chennai

Offshore Delivery

Center

Singapore

Onsite Delivery

Center

Mexico

Global Support

Center



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Cost Breakdown StructureImplementation of IT management system include various costs, as follows

ITImplementation

Labour Costs

Staff Salaries

Travel AndLodging

TemporaryLabour

Implementation

Development

and Hosting

Training Cost

Legal services

Other costs

ProjectManagement

cost

MiscellaneousSupplies

Support AndMaintenance



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Labour Costs

Staff Salaries : Staff salaries consistsof the compensation paid to the

employees for the work theyperform. The salaries are calculated

on the currency basis

Travel And Lodging : The costincurred by the employees shifting to

the nearshore/ onsite/ offshore

location

Temporary Labour : These are thecosts incurred on temporary works

example part-time labour, labour forsmall projects. This cost is calculated

on hourly or weekly basis

ImplementationCosts

Development and hosting : The costincurred in development and hosting

of the information systems atoperational locations

Training Cost : Costs incurred in thetraining of employees at the

operational location. The salaries arecalculated on operational country

currency basis

Legal : The costs incurred for thesoftware licenses. The cost is

recurring cost depending upon theplan and the number of licenses.

Othe

Project Manacosts incurre

expertise of aoperationarecurring c

Miscellaneousincurred d

operations for

of activities wi

Support and mincurred for thinformation sy

annu



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Cost Estimates(Annual)Particulars Amount

Labour Cost S$ 280,000

Staff Salaries S$ 110,000

Travel And Lodging S$ 80,000

Temporary Labour S$ 90,000

Implementation Costs S$ 240,000

Development And Hosting S$ 100,000

Training Costs S$ 50,000

Legal Costs S$ 90,000

Other Costs S$ 270,000

Project Management Costs S$150,000

Miscellaneous Costs S$ 50,000

Support And Maintenance S$ 70,000

TOTAL S$790,000



16/23

Responsibilities

Business

Analyst

Project

Sponsor

Project

Manager

Technical

Architect

Team

Leader

Solution

DeveloperTester

Qua

Assu

Business CaseR R R

RequirementsR/A I A C C C C C

Functional Design R/A I A C C A/C C C

Technical SpecificationC I A R/A C C C C

Production C I R/A R/A C C C C

Testing C I A C I C R/A R

Training C I A I R I I C

Rollout C I A I C I I C

Activities

Roles



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Assumptionso SingaAir already have IT systems in place which are working i

o Internal IT systems analysis report of SingaAir was made athe time of RFP.

o SingaAir based out of Singapore will be expanding their opeIndia and other Asian countries in next 6 months.

o

SingaAir has their internal IT team which will work with SRPall the required information.

o Risk Management at the client locations will be taken care by S



18/23

Project Plan



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Service Level Agreement(SLPerformance Matrix Description

Response Time 99.99% hits on customer interface will have a response time of less than 2

on back offices interfaces will have a response time of less than 2 seconds.

Throughput At 99% load of 20,000 users at any given time. System would be able to ha

packets in 1 second.

Utilization Should be able to use 70% capacity at 5,000 customers and 95% at 20,000

management tasks scheduled per se.

Customer Support 3 Level support system would be in place to handle IT related issues.Level of Criticality Response time Resolution Time

1 10 mins 30 mins

2 30 mins 4 hours

3 1 hour 36 hours

Availability System should be available for 99.99% of times. As we use dual backup for

systems and single back up rest of the systems.



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All the software licenses would be provided by the customer.

Task based timelines will be decided at ground level and will bepenalty clauses will come into play.

Over the longer horizon, a broader strategy on capacity incremedeveloped to accommodate the increase in customer base and theof the systems in place.

Systems developed will be modularized, scalable and interoperable.

Service Level Agreement(SL



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Projected ROI and TCOReturn on investment in airline industry is focused on many factors but is majorly concentrated o

Investment in IT system helps in the streaming of the processes and hence ease to the customincrease in customer satisfaction.

The benefits of information system has financial and indirect benefits to the company.

Financial Benefits Indirect Benefits

Increase in sales by 23 percent. Benefits for implementing evolving

Technologies.Cost reduction in labour and staff. Process optimization.

Reduction in marketing and promotion cost. Facilitate strategic decision making wit

date complete reporting.

Increase in profit by atleast 10% in Year 1. Collect revenue faster.



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Customer Success Story

Our Client: One of the oldest operating airlines in the world.Requirement: The current loyalty programme was cumbersome and difficufrequently. The client required a simpler integrated solution.

Solution: We introduced 'Siebel Loyalty' to replace the existing loyalty systemfull project life cycle execution.

Our in-depth knowledge of the Airline industry has keen insights into the loyalt

that our client has used which, in turn has enabled us to successfully develop an'Siebel Loyalty' system.

Business Impact: The solution helped our client reach a wider set of customersnew improved marketing feedback system. It also helped improve the custosystem, which in turn enabled a focused sales effort and a high revenue conversion



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THANK YOU!!!


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