It's. This point has long been ignored by everyone, including some interception.
Empty company, simply for the success of the company. In order to keep up with the trend.
Bo slept every day before he knew his business purpose.
No e-commerce. In fact, I have taken many common roads.
D the purpose of e-commerce is to make a profit. Reduce costs and reduce customers.
Family relations, reasons. Someone in the domestic bottle empty company has consulted. we
Male a} Bird, do you want to build a website? I asked them, you
What is the purpose of going? Be sure to fully understand. There are these three.
All aspects of demand, and then consider the business power outage project.
O e-commerce brings solutions to many industries through electricity.
Combined with internet technology, give play to its comprehensive effect.
Force. A solution without subject, an application without subject, and electronics.
It is difficult for business to express its value.
Electricity in business is a journey. Is long and difficult.
Bitter and childish. Not a project or simply buy a soft one.
Pieces. The starting point of the process is enough to understand Ziya's ultimate commercial purpose.
After carefully analyzing your own lightning technology and establishing the main anchor. destination
Sufficient}. }} 1 run, reducing costs.
Electricity is not easy, and it is not suitable for business. But you have no choice.
choose
big
Everyone is talking about e-commerce. In the past few years, this
The topic is very hot, but e-commerce can give
What is the value brought by airlines? have much/many
Aspects are worth pondering.
IT investment is not the cost of the enterprise, but the enterprise.
Industry investment.
Frankly speaking, China's civil aviation industry is producing information.
Investment in culture is still relatively low. Advanced foreign aviation
Company's investment in information industry generally accounts for turnover.
4-6% is used for system maintenance, upgrading, transformation and innovation.
Singapore Airlines and Cathay Pacific in the Asia-Pacific region have also reached.
3%。 Companies in the infrastructure stage should invest more.
Gao introduced that most airlines in China are in the initial stage of information construction.
System stage, but investors on 1' can't get the turnover.
I%. If compared with other transportation industries, China.
China Railway System only invests in equipment procurement for one year.
Not less than1500 million USD.
It is gratifying that in recent years, the civil aviation industry has led.
Executives pay more and more attention to the investment in civil aviation IT. When the leadership level
When I knew it needed investors, where did you go to invest?
The party, how to vote for people, can produce what kind of people.
The best interests have become the most urgent issue.
Look, the cost of eating machinery, oil and labor is getting higher and higher.
At the same time, there are more and more types of passengers and more requirements.
High, these elements should be truly in the e-commerce environment.
In order to operate effectively, the top management of an enterprise must have correct policies.
Omission, by solving the problem based on 1'I',
Achieve your business goals.
Do airlines pay attention to IT content at different levels?
Same. The company's top management attaches importance to strategy, while the middle management attaches importance to injection tools.
The function of the system, the IT department pays attention to technology. With the commercial operation
The working mode has changed from process-oriented to customer-oriented and customer-oriented.
Service, profit-oriented, company leaders at all levels are interested in the information department.
The dependence of the system is getting stronger and stronger, and now domestic (not just
The biggest problem is the computer system.
Development is usually from the bottom up. Soil in the computer center
Ren plans to start a project, but they often talk to the middle level.
If the application is out of touch, it may not be combined with the boss's enterprise war.
Slight development goals. E-commerce of airlines should be
According to the strategic purpose and business purpose of the highest decision-making level of the company
Standard, establish specific plans, and effectively from
Perfect investment process from demand analysis to scheme formulation,
Never blindly compare with others.
Building a house next door can only build five floors.
Tall man. Later, when the technology developed to cover 30 floors, it was adjacent.
The family can only try their best to reinforce the foundation again. Now I
Build a house. The foundation is added directly to the story.
The informatization construction of airlines has different development modes.
Geographically, the United States is in the stage of reducing costs. because
Because the aviation market in the United States is very mature, the foundations should be
The use is basically perfect. In the fierce competition, American Airlines
The CEO of the company and the IT department consider the following main issues.
How to reduce the cost? For example, resource outsourcing is not just a plan.
Computers, even outsourcing maintenance, are not the main business,
The purpose is to let professional people do professional things.
Europe is in the stage of deregulation. The EU is the most
Recently, American clothing has continuously introduced policies to reduce airline subsidies.
Policy and deregulation make a large number of European airlines anxious.
Establish the systems needed for competition, such as revenue management.
Management, online sales, customer service, frequent fliers and other systems.
Except for a few advanced airlines, Asia is big.
Everyone is building infrastructure. Many domestic airlines
The company does not have a perfect information system, including customer service.
System, even the most basic flight personnel arrangement. place
To say that we have a late-comer advantage is to compare the prisoners with us.
If people fall behind, they can take fewer detours that others have taken. we
You can use the technology of e-commerce to learn from foreign countries.
Take measures to relax control, reduce costs and invest funds.
Used in the right place.
One of the advantages: being a smart follower.
According to our experience, it was built in China.
After such a process, it was built at the beginning.
Establish different systems, frequent flyer system and flight management.
System, maintenance system, etc.
Then look at how these systems are integrated, and the data
How to leverage each other? Development of foreign civil aviation computers
Not all applications can be used on the first day of the exhibition.
This is a huge investment by foreign airlines.
The important reason is inevitable in the process of development.
Bypass can also be said to be a waste. Domestic aviation
Empty companies have the advantage of latecomers, so there is no need to start again.
Through all the processes, you can use more advanced ones.
Methods, imported methods, or more integrated methods.
Plan ways to reduce the pain of this process.
And the number of people involved. This advantage needs to be improved in China.
One-step cognition.
Advantage 2: conform to the trend of outsourcing.
In the last five or six years, new ones have appeared in the world.
Many airlines are aware of the trend of outsourcing services.
Zhi should focus on the main business of transportation, so he will put his letter.
The information system is entrusted to a professional IT company for construction, management and maintenance.
Guard. Air Canada installed this information system five years ago.
Entrusted to IBM, the Asia-Pacific region is currently implementing the Internet and services.
There are also Cathay Pacific, Korea, Anjie and other airlines. I "I"
The company promises the service quality of computer information system.
Provide information system according to the business needs of airlines. double；twofold
Give full play to each other's professional advantages, and you run an airline.
I will manage the information system. In a favorable mixing state
China's aviation industry has a late-comer advantage and can be used in
Seek a high starting point for information construction and save investment.
The IT department of the company plans to set up a system.
Call layer. Finally, the boss approved a sum of money.
Start building the system. Such a process is usually due to separation.
Strategic objectives and business needs of business owners. therefore
Can't achieve the expected purpose.
The traditional airline operation mode is nothing more than.
Maintenance engineering, flight, sales and service, these traditions
There is no connection between them. at present
The situation has changed a lot. Government deregulation
System, alliance between airlines or code * * * enjoy, make
The pressure of traditional competition has not diminished, and new competition has emerged.
The pressure is back. From the perspective of the whole supply of raw materials
If you are a frequent buyer of this world collar,
Guests with high-priced air tickets are preferred. number
It's a coincidence that your flight was delayed for six hours today.
Guess what happens when you have no choice but to wait.
Is it? Your next reservation will be automatically upgraded. such as
If you don't make a reservation, you will get the vice president of the company.
Apologize phone. Remember, this is all.
An intelligent system called CRM will do it for you in secret.
Yes, it doesn't matter if you can't remember, as long as you know the flight.
A member of the e-commerce family of the empty company.
Traditional airlines meet the operational needs of various departments.
Seeking the construction and operation mode of information system in e-commerce
Can no longer meet the demand. When it comes to electricity,
The sub-business will talk about customer relationship management (CRM).
CRM is the first competitive advantage of state-owned airlines.
The domestic aviation industry has just begun to realize CRMo.
IBM did a survey, the most important competition in 2 1 century.
Where is the point of contention? The conclusion is to improve customer service and
Improve customer loyalty. Take airlines as an example,
Since the 1960s, everyone has attached importance to flight safety and security.
The first is the survival stage, and then the passengers.
Began to criticize the quality of the food and the comfort of the seats on the plane.
Whether it is or not, it is the stage of seeking food and clothing, followed by frequent traveler clothes.
FFP, flying more and winning more prizes, is the stage of seeking enjoyment; at present
Customer relationship management (CRM) is about dignity.
The airline should make some passengers feel him.
Stone is an important customer of the company, so it becomes a loyal traveler.
Customer, the survey shows that the airline has 2U0la customers.
Production 80! Profits, this part often buys high fares.
The specific passengers of the first ticket are the real source of the company's profits.
CR3}} Strive to make him a loyal passenger of the company.
This part of the guests is not covered by other companies. RAA
Unlike rr}, when I go from
In the information system, knowing that you are an important guest, I will spit it out for you.
Give you special care, every time you fly to Chen Hang.
I didn't know you were digging, discovering and
Service will bring great benefits to airlines in the future.
Guests, so that they always look at the hanging empty company, become loyal.
Real passengers.
How to serve customers under the condition of e-commerce
Service? There are three concrete and complementary solutions.
The case, first, should be fully understood through various channels.
Collect letters from customers. -}. "}. Second, be sure to reply to these letters.
Information mining, understand the future development trend of the guests,
Knowing the importance of guests is the third, recruiting Pengcun e-commerce.
We should integrate all the information and create surplus cows for our guests.
Interactive service. Cathay Pacific's customer relationship management is a global leader.
A little. Its requirement is clear: improve its service.
Improve customer loyalty and generate benefits. 1BM analyze it.
The key to customer service:. A. find out what is necessary.
Where to collect it? The solution is to make a passenger letter.
Information system, integrating 3fi data sources. The stain came late,
This information comes from flight departments and information systems.
Will automatically go to another system to make the cabin monotonous and then arrive.
Another system, see who is important and who is not important.
Yes Then there will be subsequent means of operation. Although the value
The crew has no right to upgrade passengers, but the information system will automatically.
Go and see if there are any seats available in first class. indicated value
The crew upgraded the important guests. The integration of this system is
An important means to ensure important passenger service.
Do manual operations online, but still give them to airlines.
The final benefits (increasing profits and reducing the number of times we go to Goben) l} are
A particularly great contribution. This is my second ditch, it's
How to realize commercial value? At this time, the airline opened clams.
Change some of its modes of transportation, such as e-tickets, people who travel frequently.
Query and integral exchange came into being, and the whole business party
From the internal business of online manual brick making to customer-oriented.
Service. E-commerce will further develop and become the whole
Airline integration, including customer service, procurement and even
Starting with staff training, e-commerce will continue to develop and eventually
Change the way you do business.
Take online booking as an example, real online booking.
The proportion in the United States is still very small, but it also has good results.
Yes, for example, it is said on the Internet that Southwest Airlines won an award in the first quarter of last year.
The reservation ratio is%, and spoons are sold every year.
A considerable amount of 1 USD is sold online.
It is very important for the top 10 large airlines.
Objective results. Southwest America does not distribute through advertising.
The ticket price for eating it is 10 dollars, while online is
1 USD, online booking plus electronic ticket reduces the cost.
You can imagine. Now the four major airlines in the United States
Bai Chuangting's tickets are still 50} together. They are left and right. but
In order to foresee its huge development potential. We talked about electronic communication.
Yi Shi, be sure to see if it's for this company.
To the actual interests.
The international development trend shows that the airline network
The sales proportion of more and more large-scale comprehensive station ticketing websites.
Smaller and smaller. There are basically no domestic airlines.
Egoistic websites are hotly debated by domestic people.
A question. In fact, it is arguing about who should build and who should not.
Build. In the face of this problem, we must first think of ourselves.
Objective: To analyze their advantages and disadvantages. airline
The purpose of selling finches and spoons is different from that of online travel agencies.
Sample, the purpose of the former is to serve Yang's first customers.
Cost, followed by increasing the number of people, its selling point is the company.
The value of L brand and customer service to passengers lies in
One-stop service, its first purpose is to collect people,
Airlines expand their business through online travel agencies.
Class. And hope that passengers can get t T tickets online and become.
Your own frequent flyer may go straight to heaven next time.
The company saves the same commission by buying air tickets online.
The most important thing is that the airline knows that this guest is.
Who is it? At present, American Airlines is constantly expanding its network.
In terms of service scope, you can not only book tickets, but also book them.
Hotels can even decide their fi 13}E companies.
Ben.
Electricity in procurement is also the masculine body of the company.
A t}} for the company, it means stick.
People often confuse electronic transactions with e-commerce.
For a conversation. E-commerce is actually the entire company industry.
Business process reengineering and electronic transactions are only public.
The company's market platinum sales, for airlines, is sales.
Tickets are sold electronically. Their development process
Thanks to the internet. You can send }m}i! Take over
Build a web page, everyone will visit it. At first, you can only watch it.
Look at the general sentence class, because there is a security gap. This gap
After the breakthrough, you are allowed to come in and do some transactions, such as booking tickets.
What e-service enthusiasts want is a JL list.
Freedom. It is human ignorance that makes people communicate with each other.
Interaction. What about a mixture of the two?
There are only two kinds of services, one is self-service,
One is interactive service. Self-service is over.
Self-service is also called MMS electronic convenience in China.
Li station. Simply put, it is a channel for customer service.
Tao. Guests who buy e-tickets pass through the American beach airport.
Pick up the boarding pass You can also choose seats automatically, frequent travelers.
You can also use it to query your own points. A machine in Korea
Clothing is already available between several airlines.
Service screen. British Airways and Singapore Airlines are mainly used for check-in clothes.
Service. Usually, this service screen has two inconveniences, one is
But the content has not been updated, and there is nothing but taking out the shirt.
Other uses. But with the release of advertisements and music background,
In this way, it came to life and became human. in addition
One disadvantage is that you don't know who to turn to when you have a problem.
By the way, there is your phone next to this electronic convenience station.
Pick up the phone. Someone will do online support and tell you.
How to find your information? These two things are combined.
Lai is the operation center of ISM. Previously, we only sold touch.
Touch screen machine, now all terminals are connected.
Operation center. The substitute product is actually a kind of clothing.
Come here and answer questions. It's interactive.
Service. This system is new.
There are many airlines and Anjie Airlines.
I have used #}l,
The service screen may
How many things are used in one?
Get up on your back.
Solution. Suizhong
The growth of civil aviation and electric power in China
After the sub-ticket is developed,
This will be a good one.
Selling online tickets
There is a sales statistic.
Many people will buy it online.
The last second of the ticket
Because no one can ask a question
Next, just hesitate and give up.
Yes Lufthansa 1999
Statistics, viewing online
Air tickets and online actual purchases
The proportion of tickets is I} right.
There is a new kind in America.
The trend will be mentioned online.
800 hotline, please click one.
Go down. It will turn on automatically.
Call the tourist center from Confucius and Xunzi.
Ask for information When you hear a sweet and exciting answer, can you?
Have you ever thought that there is a small profile on the desktop of the person who answers the phone?
The town reflects her olive smile. It has experienced experts.
This is the bad reason: Xiao Hui's voice can be heard.
There will be various applications under e-commerce.
But we need to build a platform on it to give customers a platform.
Consistent information. I am sorry for the company, whether it is listed or not.
Company information or customer information should be complete and consistent.
Yes, in different situations, the information that guests get is
Consistent. Imagine one airline after another.
The department should become a framework, operation-oriented and face-to-face
Cut off customer service. China }f}5 Call Center
Never seen it from [X 1 1 Ren Jian t r to ax2taca Center].
Service center. Because of this center.
Not just answering the phone, but integrating all the information.
One-stop service, even online interactive service.
Service, it is said that the United States and Europe will continue to establish in the past two years.
} state E} affairs center. This is a very avant-garde concept.
And in Asia, you are still in the observation stage. Guo g Jin Yuan
Bugai Company has more complete sales than telephone tickets.
Sales center. Take Cathay Pacific as an example. Its germ sales center is.
Good process, including auxiliary sales. The country is this way.
There is no infrastructure yet. Of course, we have the advantage of being a latecomer.
Potential, but its initial stage is related to people and management.
Turn it off. It's time to scream. A cert}r image with a rich face will help me.
We have set up some facilities and even a small mirror.
Maintenance personnel of advanced airlines are flying.
When working on the machine, you don't need to carry paper media.
Documents. An electronic trick will help him become a citizen.
All wool for maintenance b
In the new situation, the documents given by the manufacturers
It's all electronic documents. M company helps China Southern Airlines.
Our company has made an electronic document system, including $ TERM $ TERM $ Tl7 and $ TERM.
The benefits of A32EJ electronic documents are obvious. Technical text
It is very convenient to query, retrieve and track files electronically.
CAAC and FAA standards can be better combined,
Any latest standards have been supplemented in time. hair
At the beginning of the movement, the coordination of manufacturers is also more convenient and greatly improved.
Process. Now maintenance personnel can also follow the National Day insurance.
When wearing a wearable computer. f！ have
The mouth will call out the relevant documents, indicating that it is time to open the door.
This is the real application of e-commerce.
The era of "speculation" in Shangzhou is over.
Yes The real round of e-commerce has just begun.
Standard e-commerce. Take business as the core and put
Traditional enterprises have moved to e-commerce platform,
The logo of the airline's business and application will be
Application based on e-commerce and business chess style
Reconstruction and benefit of basin fold.
In e-commerce, everyone seems to start from an extreme.
Go to the other extreme. Once, e-commerce was destroyed by Chad.
Very sexy. And the bursting of some bubbles made everyone hand in hand.
Be careful. We have always adhered to a belief, separation.
E-, the point is to die in B. state, not to die.
Let's go B there is already an overlapping dark h, take it down and add it to the front.
The method of e will be better than drawing the surname first and then adding B, learning J and worshiping the king.
This is much simpler.
The potential of e-commerce in aviation industry lies in expansion.
The scope of large enterprises. 1998 the entire aviation market in the United States
Only 900 books B's turnover. But if you use electrons,
Business expanded to travel, hotels, car rental and conferences.
A market becomes a billion dollars. If you put the passenger's ability
Enjoy home and other consumption is expanding, the market is
L Xi I magic billion, everyone wants to pass the e-commerce LS sample.
To expand their own channels.
The infrastructure of e-commerce was established a few months ago.
Both at home and abroad are a key point, especially abroad.
A large number of original aviation services are applied to e-commerce services.
Under the situation of service transformation, we must strengthen.
E-commerce tomb foundation
Design and integration. China is now a traditional aviation enterprise.
Applications and e-commerce applications should be built. Tradition should
While using the infrastructure, the proposal must be at the same time.
Considering the late development of domestic e-commerce infrastructure.
Potential. In the early days of building a traditional application infrastructure, it is necessary to
Want to turn it into a feasible e-commerce framework,
Never set up an FPP independently first, and then spend two days.
Then consider whether it can be connected and integrated with other systems.
Close.
We have always stressed that e-commerce is not browsing.
Device, but infrastructure construction and the structure above it.
Keith. There are two aspects to F's consulting service for airlines.
One of the important features is that there is a set of methods.
Construction, system integration, system development and other aspects have been proved.
The obvious and effective way is that many people are dirty.
Experts in various fields. Continue to provide end-to-end services to customers.
Service. At one end, it is effective to consult your sister, and at the other end, it is effective to continue to raise dogs.
The operation is over. . "Our reporter Ba Xing Li Ao)