FLIGHT PLAN 2016
CUSTOMER
& PRODUCT
OPERATIONS
NETWORK
& FLEET
◊ CUSTOMER SATISFACTION
NPS ≥ 40
CUSTOMER EXPERIENCE
◊ Make action plan based
on final Customer
Journey Mapping
◊ Progress ICA Lounge SPL
in line with milestones
◊ Improve Asia experience
◊ Implement actions
Flying Blue 3.0 conform
planning
76% full-flat seats in World
Business Class
Grow profitable market
segments E&M, specifically
for 787 component & GEnx
engine maintenance
CARGO
◊ Continue development
e-services
◊ Redesign product
portfolio (from 40 to 3-4
main product clusters)
◊ Improve by centralizing
information, intervention
and interaction
processes in the Cargo
Service Desk
◊ Penetrate SME Cargo
segment with new
loyalty program
◊ 30 MLN PAX
◊ 146 DESTINATIONS
FINANCE
PEOPLE &
ORGANIZATION
◊ A15 WORLDWIDE 89%
◊ COMPLETION FACTOR
ICA 99.6%
Strengthen the safety
Continue modernisation of culture
our fleet and our product
Further integrate
on European and ICA
Occupational and
routes:
Environmental safety
◊ 4 new E175 for KLC
through HPO
◊ 4 new 737-800s for
Deliver as promised and
Transavia Nederland
as designed by achieving
◊ 2 new 777-300s
operational targets
◊ 6 new 787 Dreamliners
◊ PRODUCTIVITY +4%
◊ ENGAGEMENT ≥
LEVEL 2015
Achieve Operating Income /
EBITDA targets
Implement organization
designs in High
Performance Organization
project
Lower unit cost by 2.0%
◊ Create cost culture
◊ Reduce external spend
by 4%
Agree new CLAs for cabin
and ground crew with a
4% rise in productivity
annually
Invest €600m mainly in
fleet renewal and product
service improvement
Establish integral OpX
platforms (EuropeX and ICA Deliver Moving Your World
X) to implement schedule program according to
and to innovate & improve
milestones
Expand our network by
operations
◊ Implement KLM
at least 6 new European
Compass: Desired
destinations and Salt Lake Build X-gates into fully
Customer Experience /
dedicated continuous
City in the USA
Optimal Staff Behaviour
improvement facility for
Operations
/ Optimal Working
Add to our partnerships,
Climate / Optimal
especially in Asia
Adapt and improve
Leadership
disruption handling
◊ Enhance employee
Make optimum use of
engagement: focus on
MRO network
Continue digitizing front
alignment, leadership
line staff
and involvement
Continue reduction of
freighter network (from 7
Create 787 Hangar ‘New
Continue digitizing and
World’
to 4)
implementing state of the
Continue development
art HR tools
of e-freight (Cargobus
wave 2, STAMP, e-AWB and Keep the employability
e-Fast delivery)
percentage on the same
level as in 2015 (=94%)
Safeguard operational
performance during Cargo
Drive innovation through
warehouse renovation
employee participation
(A-pier)
and cooperation with
innovative external
Continue cargo hub
performance program ‘Hub partners
Vooruit’
Accomplish seat
densification 737-800
◊ UNIT COST -2.0%
◊ COI AT BUDGET
Achieve positive free
cash flow
Optimise IT cost balance
between innovation cost
and continuity cost
Stay nr 1. on DJSI
OUR PURPOSE: MOVING YOUR WORLD
by creating memorable experiences