Service Management Methodology

AIRPRICE has developed a standard operating model to ensure that customer pricing team gets adequate support for agreed activities to be carried out by the fare filing team. The operational model is governed by the following key objectives:-

-  Ensure that each individual request is tracked properly and required quality is maintained for on-time filing

-  Maximize the productivity by efficient resource management and work distribution

Our Quality Assurance Framework  is benchmarked against Six Sigma methodology and is governed by the following key principles:

· Availability of right resources matching the skill-sets required for the job

· Continuous training and staff evaluations

· Regular work inspections 

· Measurement system in tune with the agreed SLA

· Root Cause analysis & feedback

Our three tier quality assurance process consists of:

· Supervisory checks on fare circulars for identifying any interpretation issues

· Pre-filing checks by quality team before batch is submitted to ATPCO

· Post filing checks on GDS by creating test itineraries to ensure that the fares are reflected correctly on GDS

We have ensured that adequate office infrastructure is available to the delivery teams to carry out their tasks effectively. This includes work space allocation, availability of meeting rooms for discussions, and availability of secured server space for documentation storage. 

The office infrastructure at AIRPRICE follows standard ergonomic principles followed by the industry. 

Other facilities such as secured access to location, restricted access to servers / critical IT equipment are managed as per security policies. 

We believe that local knowledge such as fare intent is always useful to support the pricing team effectively along with Standard Operating Procedures. 

All the training material, training records, user manuals, work instructions and other content are stored on a central server repository accessible to the team. All-important official email communications, images of physical documents/faxes/letters, reports, minutes of monthly meetings, documented verbal communication etc. are stored in this repository to ensure ready access whenever required.

All exceptional circumstances experienced by the staff and way the situations were handled effectively (tacit knowledge) are documented and stored in this repository.

All the stored knowledge is periodically incorporated in the recurring training programs so that knowledge is systematized.