Every change creates a chain reaction
When the personnel must make decisions without sufficient data or operating model, the possibility of mistakes increase, and the best decisions can’t be made. For example, increasing aircraft speed saves several minutes of flight time, but burns a lot more fuel. If those saved minutes can’t be utilized as the plane arrives to the airport, there is no use to increase speed in the first place. That is why the decisions must be based on the right information, that is at the right people’s disposal.
With Vincit, Finnair sharpened the personnel’s operating and communication processes into a more efficient and functional package. In addition, the processes supporting decision-making were precisely described and working models established down to details. The outcome was communicated both to the Control Center professionals, as well as to pilots to whom the system was entirely new.
Economic customer satisfaction
Thanks to the new operating model, Finnair’s Control Centers and pilots can collaborate in a way that was not possible before. The proactive data input about costs of a delayed flight provides valuable tools for decision-making. When this data can be transmitted into the cockpits of long- haul flights as early as possible, a collective agreement about the measures that provide the best results can be reached. And when the number of delays can be reduced, also the customer experience improves.