Starting point
An airline’s passenger service system (PSS) team works with a main supplier, several smaller suppliers and internal teams. Requests came in through a ticketing system, shared mailboxes and chat channels. Work was owned by whoever received the request, not by the department, and progress lived in other people’s comments. There was no shared backlog and no shared definition of “on time”.
Approach: one platform, one truth
We set up a five-stage plan:
- Mirror the work. Integrate the ticketing system with the work tracking tool so all requests land in one place.
- Move the traffic. Use announcements and short training sessions to route requests to a single entry point.
- Close the side doors. Build integrations between tools with stakeholder teams.
- Fly on data. Shared flow and throughput reports; agree SLAs together with stakeholders.
- Keep it airworthy. Run change requests through the same system.
Success measures
- From more than three channels to a single entry point
- From no SLAs to standard SLAs agreed with stakeholders
- No more “let me just ask someone else”
- All reports coming from real flow data
Status
The work is ongoing. The real challenge is habit, not tooling: getting every internal and external stakeholder to adopt one environment. The first three stages lay the rails; the last two keep everyone on them.