PT Garuda Indonesia Tbk, known as Garuda Indonesia, is the country’s flagship carrier. It is a full-service airline featuring economy, business and first classes. It operates flights to destinations in Southeast Asia, East Asia, the Middle East, Europe and Australia from its main hub at Jakarta and the regional hubs, Denpasar (Bali), Makassar and Medan.
“The dedication and persistent follow-up of the consulting team at TCS helped in the successful cutover. They demonstrated excellent teamwork.” - Ibu Devi Yanti, Executive Program Manager - Garuda PSS Implementation Program
Garuda faced several challenges including competition from low-cost carriers, operational issues, rising operational costs and decline in overall productivity. In addition, its existing processes and technology were not aligned to propel future business growth. All these factors directly impacted sales and had an adverse effect on customer experience and revenue growth. To improve customer experience and increase sales and revenue, Garuda planned to join the global SkyTeam Alliance – comprising 19 airlines – in 2014. The airline realized that upgrading its systems was a prerequisite to join the alliance and hence decided to migrate to a community-based platform, the Altea Passenger Service System (PSS) from Amadeus. The PSS would help Garuda incorporate industry best practices, integrate business processes and master data, along with providing better reporting and data analysis for revenue management.
After a thorough assessment of Garuda’s systems, we decided on a phased approach for the implementation. Phase one involved the migration of the reservation, inventory and ticketing systems. In phase two, the Departure Control System (including Customer Management and Flight Management) was to be migrated.
A Program Management Office (PMO) was established in phase one to manage the project. Setting up the right program governance mechanism was crucial to ensure that the multiple stakeholders were allocated their defined roles and responsibilities. In addition, since data governance is a major aspect of migration in the airline industry, the PMO defined the governance structure, monitoring and control mechanisms to ensure successful program delivery. We also developed standardized templates and processes and established a structure to mitigate risks and manage dependencies. All this helped us ensure a smooth data migration from the old system to Altea.
TCS' consulting methodology, comprising five phases - Determine, Design, Develop, Deploy and Deliver helped us address the needs of Garuda as well as the internal and external stakeholders. Our Subject Matter Experts (SMEs) enabled seamless delivery of the entire transformation.
Garuda now has an efficient, community-based PSS platform, facilitating improved customer service and operations. Our PMO services, specifically geared to theairline industry, ensured that the implementation was completed in the mandated 18-month timeframe.
As a result of the successful implementation of the new PSS, Garuda has adopted common standards, methods and processes across all teams.
The reporting standard helped to accelerate decision-making, reduce costs and improve overall efficiency and productivity. The system has also helped Garuda prepare adequately for membership to the SkyTeam Alliance, while boosting customer satisfaction and consequently, growth.