October, 16th

How Digital Operations Put The World’s Oldest Airline In The Lead

KLM Royal Dutch Airlines turns 100 this year, and the airline is still leading the industry. Its mission includes becoming Europe’s most innovative (as well as customer-centric and efficient) network carrier. In 2017, KLM mounted a major effort to become the front-runner in digital operations—using data and advanced analytics to coordinate decision making involving fleet and ground operations, maintenance, crew, and passenger needs, for every flight every day. The biggest initial challenge was getting control of the siloed data, decisions, and planning horizons that often cause management to make operational tradeoffs more on the basis of gut feeling than a full analytical assessment of the options available and their ramifications.