Business-Driven Roadmaps,
Funding & Initiatives
Diana Krohn & Diane LeBeau
MAR 24, 2015
Business Scenario




Major revenue accounting program
Challenges identified during future state definition
Suspected root cause was upstream, within ticketing capabilities
Decision where to resolve: within accounting or upstream
United
Sync Ticket
Yes
Create PNR and
Issue Ticket
No
Change Itinerary
Change? Yes
Reprice?
No
Sync?
No
Money
Due?
Even
OA
Segments?
Yes
Re-issue Affected
Coupons (Single
Coupon Exchange)
No
Yes
Reprice Itinerary
Re-issue Ticket
Process Payment
Handoff Sales Files
Add Collect
Partial Refund
Whole Refund
Initiate Partial
Refund
Check-in Mgmt &
Gate Departure
Mgmt
Revenue
Accounting
Initiate Whole
Refund
Request
to
Refunds
 Major effort to reduce operational costs associated with
manual transactions in call centers and airports
 Major focus on ticketing capabilities
Initiatives
Revenue Accounting:
Major Program
 Goal to enhance accounting
processes at all levels
 Requirement to address exception
handling
Customer Contact Center:
Continuous Improvement
 Goal to increase customer
satisfaction by increasing self service
and reducing call durations
 Requirement to automate or reduce
exception handling
The Role of Business Architecture
 Identify opportunity to combine
efforts
 Influence leaders to combine efforts
Sales, Sales Audit & Controls
Purchase
Ticket
Sales Files
Sales, Exchange and Refunds (Travel Agency & Station) Ticket Level Transaction
2
Proces s Em ployee
Travel
Prepay
1
Proces s Sales
Manual
from
Station
All Sales
ISSR
Coupon Prorate Values
EDW
Accounts
Payable
Unmatched PNC Coupons
OA Exchange Coupons
Use Match System
from 6
Process Interline Payable Audit
from 6
Process Interline Payable Audit
016 Lift, Exchanges, Refunds
Billing Mem o
Expired Ticket
RASCAL
Refunds
Pass
Refund
Request
Matched Records
EDW- All Matched Coupons
RTF Data
7
Lift Coupons
ACI Check-in &
Seat
Unreconciled Flight Records (UA and OA)
UA Reconciled Lift Coupons
All Lifted Coupons (Ending in 0)
16
OA Revenue
Current Month and Manage OA Revenue
Accounting
Out of Period
Us age Accounting
Mis c. Refunds
As sociated EDDs (016)
SHARES
&
Scanning
15
Manage Us age
Accounting
Accounting
OCR Report
Mis c. Refunds
10
Proces s Passenger "Passenger and EDD Refund Approved"
All Lifted Coupons
Refunds
016 Lifted Coupon Level (Reconciled)
PFC Payments
Stations
Pasco Duplicates to 6
Duplicate Payables Reject Accounting Process Interline Payable Audit
Matched Coupons (Daily)
Unmatched Coupons (End Of Month)
Expired (End of Month)
12
Proces s Us e
Matching
No Show Transportation Ticket (NSH)
Ticket Server (SHARES)
Collections and Write-offs
Station Discrepancy Letter
Match and Adjustment Accounting
Adjustm ents or Write-Offs
Unmatched and Duplicate
11
Duplicate Coupons Write-offs
Proces s
Duplicates (Daily)
Investigative Use
Sales, Exchange and Refunds (Travel Agency & Station) Ticket Level Transaction
Travel Agency and Station Refunds
Revenue Accounting
5
Proces s Agency
Dis putes &
Collections
Memo System Files
Sales, Exchange, Refunds Accounting
 Partner with organizations to create
cross-functional review team
Memo System Files
4
Audit Sales and
Iss ue ADM
Ps eudo Sales
Investigative Use
14
Manage Sales,
Exchange & Refunds
Accounting
Refund Reversal
ARC Sales
EMPACCT
Empl Pass Prepaid Travel Accounting
3
Proces s Passenger
Facility Charge (PFC)
Payments
13
Proces s JV Revenue
Sharing
Revenue Sharing
Files
19
Accounting System
Comm on General
Ledger (Com mon
9
Create O&D Reports
OA Accounting
Oracle
GL
Interline
 Systematic analysis of the value
stream
 Identified issues and mapped to root
cause capability
UA Reconciled Lift Coupons
SIS
Flag to Clos e Coupon
IS IDEC
OA Lifted Coupons
(Reconciled)
8
Proces s Interline
Passenger Billings
OA Exchange
IS IDEC
SIS
UAF Coupon Details
Pasco Interline Billings
Form D Coupon Details
Billing Mem o
016 Lift, Exchanges, Refunds
Pasco Duplicates
17
Manage ILB
Accounting
SIS Reject Accounting
Settlem ent Data
ACH /
IATA
«Pasco»
6
Proces s Interline
Payable Audit
Pasco Entries
Reconcillation Accounting
to 12
Process Use Matching
to 12
Process Use Matching
from 11
Process Investigative Use
18
Manage Payable
Accounting
Pasco Payable Entries
Rejected Coupon Details
Post Audit Result
ILB Entries
Cross Functional Team Approach
 Weekly meetings structured around
capability
Capability: Re-issue Affected Coupons
CC Agent
Process
"Retriev ed Updated
PNR "
1
Request SCE Tool
"Retriev ed Updated
PNR "
3
Request Single
Coupon
Exchange
3
Request Single
Coupon
Exchange
3.3. 5.2
Selec t
Tic ket
Change
Option
Af f ect ed
Segments &
Coupons
AO Agent
3.3. 5.2
Selec t
Tic ket
Change
Option
 Validate process, organizations,
channels, applications, roles, and
business rules
EZR
2
Display SCE Tool
Aero
11
Display SCE
Response
EZR
"New I tinerary Inc ludes OA Segment"/ Af f ec ted
Segments & Coupons
AERO
3.3. 5.2
Selec t
Tic ket
Change
Option
CARS
4.5. 2
Manage
Cust omer
Rebooking
CAR S
SHARES
Af f ect ed Segments & Coupons
 Discuss issues and known projects
Change?
1 to 1
Flight
Coupon
 Investigation teams formed, as
needed
4
Change 1 to 1
INVOL Entry
1 to 2 Flight
Coupons
5
Change 1 to 2
INVOL Entry
2 to 1 Flight
Coupon
6
Change 2 to 2
INVOL Entry
2 to 2 Flight
Coupons
7
Change 2 to 1
INVOL Entry
OA Int erline ETKT
 Post-meeting surveys to collect and
quantify cross-functional impact
11
Display SCE
Response
"New I tinerary Inc ludes OA Segment"/ Af f ec ted
Segments & Coupons
9
Generate
Affected New
Coupons
10
Update Affected
Old Coupons
System?
SHARES
11
Display SCE
Response
8
Change
Interline ETKT
Issues
Issue
Root Cause
Impact
Name of
Issue
Cause often occurs upstream Impact to customers,
of where issue recognized
revenue or cost
Projects
Project
Description
Impact
Project Number :
Project Name
Description of project,
intended outcome
Description of impact
Outcomes
 Presented combined business case to Portfolio Managers and Business
Project Office
 Obtained “seed” money to proceed to next level of analysis
 Agreement to review issues against currently approved program and
project requirements
 Identified issues addressed by current program requirements,
opportunities to add others to scope
 Prioritized remaining work and put into project pipeline
Next Steps
 Leverage cross-functional team to continually assess impact on shared
capabilities
– Review new projects impacting capabilities
– Review issues brought to the team
 Visually illustrate capability roadmap