A digitized, customer-first supply chain at KLM Engine Services
KLM Engine services
The goal
In the extremely competitive market of aircraft maintenance, speed on turnaround times is crucial. By digitizing its core processes, KLM Engine Services aims to deliver its B2B customers a fast engine repair process which complies with its high quality and safety standards.
The challenge
A multitude of actors and systems involved in modern supply chains make optimization hard to achieve without an outside-in view. Employees are often at the core of processes, and, while their commitment is essential, many companies’ challenge is to understand and fulfil their needs. How to involve them successfully so that they own the company vision?
Our approach
Following an initial phase of stakeholder interviews, which revealed the vision, strategy and digitization objectives of KLM Engine Services, the Mirabeau team followed the action in context. All key employees in departments including sales, assembly and repair, were shadowed and involved in co-creation and validation sessions. As a result, Mirabeau presented digital concepts for a future optimized supply chain to the management and employees. These concepts are currently approaching the development stage.
The result
Leveraging the potential of co-creation and visual communication, this project promoted a shared understanding and created commitment at several levels inside KLM Engine Services. Specifically, it provided concepts and ideas related to:
- Timely relevant and accessible data to enable predictive analyses;
- Standardization of processes for data storage and track & trace;
- Organic team planning;
- Empowerment of teams through feedback and learning possibilities;
- Efficiency and transparency in processes and decisions for all parties;
- Enhanced customer experience.
The details
This project saw the consolidation of our employee journey method to provide true business value. The possibility to have a holistic overview of processes and actors while enabling data storage through digital in a more efficient way, will not only benefit KLM as an organization but all of its customers as well. Faster repair processes and timely communication will positively affect customers’ experience of all of KLM’s services.
Partnership KLM & Mirabeau
As an important partner of KLM for over 12 years, Mirabeau helps the airline in the field of digital strategy and design to become the world’s most efficient, innovative and customer-centric network carrier. The Engine Services department is part of the Digitizing Employees trajectory to empower KLM employees with digital tools to make their work more efficient, easier and enjoyable. Besides Engine Services, we also followed the employee journeys of KLM Cabin Crew, Cockpit, Ground Services, Cargo, Base Maintenance, and Component Services.
Read more about the smart applications we developed for KLM Base maintenance and KLM Component Services.
