Our global aviation client had a number of offerings that utilized similar high-level business models but executed on them with different data process flows with obstructed visibility. Sila helped them leverage a standard set of operational metrics and tools to support core capabilities, accurate reporting, and actionable business decisions.
A line of business at our global aviation client supports multiple aircraft fleet offerings, airline customers, and aircraft product models that needed closer business and data alignment to deliver greater efficiency and increased visibility into key success metrics.
To achieve customer satisfaction while continuing to scale the business, business processes for all data, programs, and customers needed to be aligned to ensure more standardized metrics and deliverables as well as less redundancy throughout the entire value stream. Sila identified the following objectives through the four pillars of people, processes, data and tools:
- People: Foster a culture of accountability and collaboration to solve problems and deliver industry-leading customer service informed by meaningful metrics
- Processes: Align to a standard, data-informed, capability-driven value stream to provide consistency, process awareness, and continuous improvement
- Data: Discover, collect, and analyze relevant data to feed processes, measure efficiencies, and identify areas of opportunity for improvement
- Tools: Leverage a standard set of data and tools to support core capabilities, increase flexibility, and scale the business
Sila helped client stakeholders understand and implement data management best practices and ensured appropriate metrics were identified and accurately tracked, enabling them to serve as meaningful inputs to business processes and to drive actionable business decision making. To support this, Sila created an array of Business Intelligence (BI) dashboards, metrics, and reports, including:
- Metrics Inventory: Identified and consolidated current and to-be-tracked metrics
- Metrics Map: Mapped metrics to all applicable documented processes throughout the value stream, identified control limits and analysis, and flagged metrics as leading or lagging
- Data Source Agreement: Documented which data sources were the “source of truth” for each metric
- Requirements-to-Operations Analysis: Compared contracted customer requirements to operational metrics to determine if customer needs were met
While much of the project work was highly technical and data focused, Sila continually approached it through a business lens and ensured the people and process elements were supported along with the data and tools pieces. Sila also helped client stakeholders understand the process and value of translating technical data into meaningful metrics and ultimately into actionable business decisions.