Projecte llegit
Títol: Análisis y rediseño del proceso de Distribución en Vueling Airlines basado en la mejora de satisfacción del cliente
Estudiants que han llegit aquest projecte:
COLLADA NOLENT, DANIEL (data lectura: 01-09-2022)- Cerca aquest projecte a Bibliotècnica
COLLADA NOLENT, DANIEL (data lectura: 01-09-2022)Director/a: FORNÉS MARTÍNEZ, HECTOR
Departament: FIS
Títol: Análisis y rediseño del proceso de Distribución en Vueling Airlines basado en la mejora de satisfacción del cliente
Data inici oferta: 03-02-2022 Data finalització oferta: 03-10-2022
Estudis d'assignació del projecte:
| Tipus: Individual | |
| Lloc de realització: Fora UPC | |
| Supervisor/a extern: Maria Antonia Ramis Bernad | |
| Institució/Empresa: Vueling airlines | |
| Titulació del Director/a: Directora de Network, Scheduling & Slots | |
| Paraules clau: | |
| satisfaccio de client | |
| Descripció del contingut i pla d'activitats: | |
| Análisis y rediseño del proceso de Distribución en Vueling Airlines
basado en la mejora de satisfacción del cliente |
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| Overview (resum en anglès): | |
| This project analyzes the distribution process of the airline Vueling Airlines. We can summarize the distribution process as the one that published (on the web, GDS and different channels) and communicates the capacity the company wishes to operate with the final schedules.
The number of changes at the passenger level applied in 2019 and the affected reservations are analyzed. The number of communications and the time in advance an schedule change is notified with respect to the original date/time of the reservation are considered. Changing flight schedules is a common practice in companies due to slots adjustments, demand or other factors. This causes a negative impact on the customer experience and the possible loss of them in addition to calls to the call center and the need for a greater number of agents with the expense this entails. This satisfaction is measured through the Net Promote Score (NPS) through customer surveys at the end of their trip. The company's goal is to have a high level, the goal set for this year is 15. The values defined by Vueling push us to focus on the client and his satisfaction in combination with costs and constant improvements of the processes. Therefore, changing customer plans should be kept to a minimum. The communications that are made are very high, even though time with which they communicate is adequate, the number of these must be reduced very significantly It is then, about reducing the number of changes received by the client. This can be achieved by using 2 programs, one for work and the other for publication. In this way you can control when to publish the changes to avoid unnecessary double communications. Surveys are carried out to find out if our hypotheses are correct and to establish times that adjust to the needs of the people. Any change less than a month before the flight has a very high impact both in terms of passenger volume and the probability of requesting a refund. |
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