MALAYSIA AIRLINES

NAME AND SUMMARY OF ORGANIZATION

                             ORGANIZATION NAME: MALAYSIA AIRLINES (MAS)

 HISTORY OF COMPANY

Malaysia Airlines System is a Malaysian major airline operating flight from Kuala Lumpur International Airport and from secondary hubs in Kota Kinabalu and Kuching to destinations throughout Asia as well as a handful of destinations in Europe and Oceania. On 12 October 1937, Malayan Airways Limited (MAL) which is former name of Malaysia Airlines (MAS) was born. In 1947, Malaysia took the skies as its first commercial flight as the national airline. As the formation of Malaysia in 1963, Malayan Airline (MAL) changes its name to Malaysian Airline Limited.

 In 1964, with the separation of Singapore from Malaysia, MAL become bi-national airline and was renamed as Malaysia-Singapore Airlines (MSA). However, the partners went separate ways in 1972. Malaysia introduced Malaysia Airlines Limited, which was subsequently renamed Malaysian Airline System and took to the skies on 1 October 1972. It was later branded Malaysia Airlines and become a country’s national carrier.

In 2012, Malaysia Airlines has achieved a significant milestone when it received its first Airbus 320-800. Malaysia Airlines cemented its position as one of the leading airlines in the world with the historic launch of its A380 scheduled service between KL International Airport and London Heathrow on 1 July 2012. Malaysia Airlines became a full-fledged member of one world alliance and is now connected to some 850 destinations in 150 countries across the one world alliance network on 1 February 2013.

 LOCATION

Malaysia Airlines headquarters office are located on the grounds of Sultan Abdul Aziz Shah Airport in Subang, Selangor, Greater Kuala Lumpur.

ORGANIZATION CHART

Christoph R. Mueller

Chief Executive Officer

Dr Hugh Dunleavy

Director of Commercial

Captain Izham Ismail

Director of Operations

Mohd Sukri Husin

Director of Finance

Dato' Mohd Salleh Ahmad Tabrani

Director of Customer Services

Zahrah Zaid

Director of Human Resource

Azhari Mohd Dahlan

Chief Executive Officer, MAS Aerospace & Engineering

Ignatius Ong Ming Choy

Chief Executive Officer, Firefly

Captain Ritzerwan Rashid

Chief Executive Officer, MASwings

Ahmad Luqman Mohd Azmi

Acting Chief Executive Officer, MASkargo

Dato’ Merina Abu Tahir

Acting Director of Corporate Services

THE BUSINESS/OPERATION

The company's operation is airlines. 

                                 INFORMATION SYSTEM OF MALAYSIA AIRLINES

Information systems that used in Malaysia airlines is :

1) Integrated Crew Management System

The objective of Integrated Crew Management System is:

•  to track the position of the crews and handle  crews pattern disruption. 
• to automate the tracking and scheduling of the flight's crew's timetable. 

Integrated Crew Management System is divided into three which is :

• cockpit crew
• cabin crew
• tracking crew

The user of this information system is the Crews of Malaysia Airlines only.

2) Passenger Services System

The objective of Passenger Services System is:

• To easier the users
• Update the information become more efficient and effective.

Passenger Services System of Malaysia Airlines has:

• Reservation
• Ticketing
• Departure Control
• Revenue Integrity
• Fares Management

The user of this information system is customers (passengers) and also crews of MAS.

THE WEAKNESS  AND BENEFIT OF THE SYSTEM 

The weakness of this system:

•         Poor customer handling system
•          Customer database is not managed effectively
•          Large investment in IS but employees not competent to use the system
•          Bureaucracy in decision-making delays the solution to be delivered to customer
•          Customer feedback and queries were not responded timely and often delay.
•          No actions taken regarding customer complaints
•          No provision of prompt ticket refunds
•          No responsiveness to customer enquires
•          E-ticketing faulty

The benefits of the system is:

• Saving costs through e-ticketing and ticket-less transaction.
• Change fares dynamically

                                  INTEGRATED CREW MANAGEMENT SYSTEM FLOW

                                            SOFTWARE OF THE SYSTEM

Malaysia Airlines has signed a long term contract with IBS, a leading supplier of IT solutions for the travel, transportation and logistics industry, for its crew management system, AvientCrew. This single integrated solution will replace the two different crew management systems that are currently being used by the airline to manage their Technical Crew and Cabin Crew rosters. While the current system atMalaysia Airlines uses a combination of manual and IT-based systems coupled with defined business rules and processes, the new system from IBS will automate the entire crew management and tracking process facilitating crew pairing, rostering, tracking and manpower planning. AvientCrew contains fully integrated versions of TPAC™ Pairing and TPAC™ Rostering optimisation engines provided by IBS’s partner, Constraint Technologies (CTI). AvientCrew will be fully implemented in four phases over the next two years.

Malaysia Airlines' Director of Operations, Dato' Tajuden Abu Bakar said, "In this dynamic environment, we realize the pressing need to upgrade our systems to keep up with software solutions provided for the global travel, transportation and logistics industry. We chose to work with IBS, as their portfolio of products is fully accepted by the industry.

About CTI

Constraint Technologies (CTI) works closely with customers and partners in the highly competitive transportation, travel and logistics sector. The company provides optimization software that helps customers plan, operate and manage their business more effectively. This improves service levels and reduces operating costs.

CTI invests heavily in research and development and applies its technology to challenging customer problems. Thereby the company achieves continuous improvement in performance and capability, and now has software that is world-class, effective, flexible, scalable and accessible, Based in Melbourne, Australia, CTI partners with IBS to deliver solutions to airlines on a global basis. Customers include Qantas, Oman Air, Jet Airways, Australian RailTrack, RailCorp and Rio Tinto

                                                        RECOMMENDATION 

Recommendation Implementation of better customer identification and recognition capabilities at all customer interaction points throughout MAS.

• -Redesign and simplify the call center process 

•  -Redesign the complaint management system

•  -Identify customer in all interaction points
  

•  -Delivering integrated real time view of the customer in all interaction point sCreation of a well architected ICT platform that would replace the current legacy infrastructure (change of ERP system, data collection system, etc) 

• -ERP implementation (SAP)Aggressive cross-channel campaign management system -Optimizing campaign management -Create a customer value-based pricing model
  

•  -Analysis reporting on purchase drivers of customers

    
    
           IS THE SYSTEM EFFECTIVE IN SUPPORTING THE ORGANIZATION AND WHY?

The system that use in MAS is effective in supporting the organization because, the system such as Passenger   Services System. Passenger Services System easier the customer (passengers) in buying the tickets (e-ticketing), reservation and also Fares Management.Buy provide this system, it will attract the passengers and also gain profits. Other system which is Integrated Crew Management System easier the crews to tracking the flight and also the crews.