It’s been a while since the last ProTeam Blog Post and we hope, you all had a great start into 2014. For us, the cut-over from 2013 was special as we now completed the first half of our trainee programme. Most of us will do four projects – two are behind us now. So let us tell you a little bit more about our new projects – one of which might be not so new to you. But you will see that even within the same department, the range of topics is huge.
Sophie: After having finished my second project abroad in Lisbon shortly before Christmas, I returned to our headquarters in Frankfurt, where the ProTeam group got together for a couple of days to participate in an airline simulation game. These events are also part of the traineeship, and always a very valuable and fun experience in between our individual projects! In regard to my third project, I was then looking for a new challenge – perhaps in combination with the “product” dimension of Lufthansa. One of the major current projects at Lufthansa is the launch of a new compartment between the Business Class and Economy Class: the new Premium Economy Class, which will be introduced this year. Since Dominic left the Launch Management Premium Economy division at quite an interesting state, I decided to look for a task in this team. And being such a big project in an even bigger company, Premium Economy has numerous various tasks on the agenda before the first flight in late 2014! One of those is the topic of communication. Before we can start selling tickets in our new Premium Economy Class, it is of course necessary to introduce the new product with all its features to our employees, who are literally scattered all around the world. Hence, I joined the team in January to support the processes of internal communication to ensure that all our employees – in Frankfurt, Singapore, New York and other locations – are thoroughly informed about our new product on-board. This week, for instance, we presented the new seat for the first time to a large part of our global sales force. At the same time, we are of course working on the external communication – which will start with the official presentation of the new class in early March at the ITB (travel trade show) in Berlin. I especially enjoy working in this project, as it is very dynamic and has interfaces with nearly all important divisions of Lufthansa Passage. And the fact, that Lufthansa introduced the last new compartment more than 35 years ago, makes this a truly unique and very special endeavour!
Dominic: While Sophie has been abroad during her second project, this exciting part of the programme was about to start for me in January this year. After studying different project outlines, I decided to apply for a project in Cape Town, South Africa – following a small tradition within the ProTeam as many trainees have been here before. Although we only fly directly to Cape Town during the European winter months, it is a strategically important location for Lufthansa Group, being home to one of our eight call centres which form the Lufthansa subsidiary “GTS Group”. So if you call the official Lufthansa number somewhere in the world, you might actually end up talking to one of our agents here in South Africa. However, you might also be talking to a person in Istanbul, or yet another location. This has not always been the case, as most of those centres were run independently until GTS Group was founded in 2010. Aligning the activities of GTS Group has big potential – but also its challenges, for example the definition and documentation of relevant processes within the company. How many calls do we expect to reach us next year? How do we decide how many agents should be recruited? Should we recruit them in Cape Town or in Istanbul or somewhere else? Do we need more space and should we therefore rent more office rooms? These are just some of the questions that GTS Group management has to deal with – and they are doing it already in an effective manner. It is my job until the end of April 2014 to support them in optimising the core processes and – just as important – to set up a central database were other people can see and understand how decisions are being taken within the company. I am looking forward to both these tasks here at GTS and – I would be lying if I left it out – to my time here in South Africa. It is a truly amazing country.
We hope that you enjoyed following our posts and learning more about the ProTeam and Lufthansa world!
Best regards from Frankfurt and Cape Town,