Case 5 Programme Management ICT Service Airline Company

This sizeable ICT service department had reached an impasse: divisions are no longer satisfied with the provision of service and have sought refuge elsewhere, internal conflicts between management and employees, positive energy was lost and the provision of services was sub-standard.

In this setting, a programme management plan was established to reorganise the management and development sections of ICT service. The optimization of the business processes formed the starting point. A course of analysis was set up for this restructuring (business process redesign) in which management and employees in group sessions undertook together to restructure the business processes. On this basis, the change process for organisational development could subsequently be completed effectively.

Airline Company Objectives

Implement new work processes: apply the process model to the practical situation
Design business processes, organisational model and management structure
Introduce the new Human Resources model (competence management)
Oversee the selection of new management team
Manage the project: plan, direct/coach management and employees, report progress
Prepare launch of new organisation of airline company
Create new job profiles

Results Programme Management

At the end of this project, a new, energetic, streamlined ICT organisation had been re-launched, which is capable of effectively serving the various airline divisions.

In this way, more than 100 employees were involved in turning around a business situation that was losing revenue into a profitable concern under the direction of new management.

The theme throughout this project was the optimization, direction and control of the business processes through programme management.