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Airline Finance

Redesign Customer Feedback Management

  • The Verkehrsverbund Berlin Brandenburg (VBB) is Germany's largest public transport alliance
  • Constituted in 1996 the alliance has more than 40 public and private transport company members providing local and regional public transport to the federal states of Berlin and Brandenburg
  • 46 Million passengers

Project duration

  • Sep - Dec 2002

Services provided by Lufthansa Consulting
  • Status quo analysis
  • Scenario development, trend assessment and forecasting
  • Business case development
  • Strategy adaptation, redesign or organization and processes
  • Definition, documentation and redesign of key processes, activities, interfaces and time schedule
  • Consolidation concept for the different companies in the alliance
  • IT specifications

Project description

Due to the changing market conditions in the public transport industry, transport companies are forced to take action to prepare for operations under market conditions. Public transport is not yet market driven, in contrast customer relations are. The public transport alliance “Verkehrsverbund Berlin Brandenburg” took the initiative to close the gap by deciding to redesign their customer feedback management to meet future needs and their customer expectations.

Lufthansa Consulting was asked to actively support the assessment of the current situation, to develop scenarios for future customer relations trends in public transport, to derive a strategic concept and business plan for the redesign of the currently decentralized customer feedback management and to define the IT specification for the accepted concept.

In detail Lufthansa Consulting supported the definition of future challenges, opportunities and threats, forecasted public transport complaints and customer issues, developed three alternatives to meet the needs for future customer satisfaction with efficient and effective customer relations management. Lufthansa Consulting developed a business case for the most realistic alternative and developed a redesign concept and IT specifications.

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