Travel needs to be ‘more lean’ for today’s passengers
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Using ‘lean IT’ technology to streamline business and processes will ultimately help deliver the right service and products for customers, a new Amadeus white paper has said.
The ‘Cleared for take-off: Strategies in Lean IT, and how they’re relevant to the travel business’ white paper focuses on efficiency and effectiveness as a means to cut out ‘wasteful activities’ and provide what a customer really wants.
As well as the service in front of the consumer this would also allow companies to innovate quicker, quickly update apps or software and adopt a more localised approach.
To help deliver lean IT the technology company urged companies to base decisions on objective decision; find time to understand a problem and give power to those that work with IT processes, to effectively look at consumer data and provide a want instead of need.
Consumers are now expecting systems that do not crash, instant online responses and apps as part of being offered a service that quickly resolves delays or issues.
“The principles of lean, which were pioneered by manufacturing industry in the 1980s, are now being applied to IT and operations within service-based industries. The idea is not only to cut waste and increase efficiency, but also, and even more importantly, to increase effectiveness and create real customer value,” said the report’s author James Woudhuysen.
He added: “With lean, travel companies can look forward to rapid rates of new service and app development. They will be able to make more money from cleverly spotted market niches. And, better than they are at present, they will be adept at personalising their offers to the needs of customers as individuals.”
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