Beruflich Dokumente
Kultur Dokumente
MIKE HUGHES
SENIOR VICE-PRESIDENT OPERATIONS
& CHIEF INFORMATION OFFICER
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G L O B A L S E R V I C E S
The Thomas Cook Group Ltd
- a leading travel and financial services group
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G L O B A L S E R V I C E S
Travel Abroad Is Growing Rapidly
To All Regions
Arrivals (m) 700
600
‘85-’95 ‘95-’00
500 Key CAGR CAGR
(%) (%)
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G L O B A L S E R V I C E S
Rationale behind the creation of the
Global Services business
… plus market research identified major traveller needs not presently being met…
– 60% of consumers expressed concern “something may go wrong”
- Difficult to access
- Language difficulties - a major problem
- No single point of contact
- Who do they turn to for help?
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G L O B A L S E R V I C E S
Thomas Cook Global Services
A comprehensive, multi-lingual,
one-stop, global traveller service,
24 hours, 365 days a year
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G L O B A L S E R V I C E S
A unique combination of Emergency, Travel,
Financial and Special Services, World-wide
~1,600 cities and Network licenses(1) ~1,300 Full service locations ~600
towns (travel and FX together)
Franchise associates(2) ~400
~3,000 service points FX bureaux and implants ~500
Total ~3,000
Others ~200
Total ~3,000
Physical Cultural
System Platform People
Environment Environment
State of the art Professional Functional yet Multi-cultural
Geographic Multi-lingual fun Multi-national
information Multi-skilled High tech Multi-ethnic
core Service focused Focus on Multi-
Flexible & performance denominational
Intelligent &
efficient vibrant Global Inclusive
Interactive Bright and communication
Uniform image
Multi-functional dynamic strategy
Team-focused
& scaleable Co-habitation of Customer-
International
A window on a sales & centred culture
perspective &
the world emergency
outlook
culture
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G L O B A L S E R V I C E S
TRAINING AND DEVELOPMENT IS AN ONGOING
PROCESS
CREATING THE
EFFECTIVE
TC CULTURE
COMMUNICATION
GOAL SETTING
COACHING
MOTIVATION
DELEGATION
UK &
IRELAND
and credit cards and airline several supplementary services
tickets. .. Birmingham which helped her to overcome the
....
.. ....
. in-convenience.
....
FRANCE
..
....
Paris
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G L O B A L S E R V I C E S
Scenario 2
The father contacts TCGS to wire the
money to his son in Prague. This will be sent to
An American student the nearest service point in the Thomas Cook
is at the beginning of a tour Global Footprint. The father also enquires as to
in Europe when he loses the nearest dentist & whether a car can be
the crown from a tooth. hired for his son.
AMERICAS
REPUBLIC
CZECH
the money to be transferred
Prague from the father’s credit card to
the son in Prague. TCGS also
identifies an English speaking
dentist, and arranges for both
the funds and the dentist’s
He does not have the funds to
contact details to be delivered
pay for remedial work so he contacts his
to the son in his hotel, where
father in the US, who agrees to wire the
there is a hire car waiting too.
money.
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G L O B A L S E R V I C E S
THE CUSTOMER EXPERIENCE...
Customers gain
Product 1 Product 2 Product 3
access to a wide
range of products
and services which
we have through
GDS, bespoke
database
COMMON INTERFACE connections,
internal databases
etc. Customer
access is
ATM
World
Wide Web
E-Mail Fax potentially via any
touch point, though
PC Client
Phone Video Kiosk EFT/POS our focus in year
one has been the
telephone.
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G L O B A L S E R V I C E S
The Enterprise Business Centre
Finance
Manuf. Field
PC Client
Service
World
Wide Web
Fax
Phone Customer
Enterprise Service
Information
Video Kiosk
Business & Support
E-Mail Centre
Information Marketing
EFT/POS includes: flight
ATM Sales
schedules, car hire
& hotel rates, Product
Single point medical/legal Development
of contact databases, climate,
for any visa/health,
business safety/war risk,
transaction concierge services
etc 16
G L O B A L S E R V I C E S
Customer Access to our
Travel Services
Cross
Selling
World ATM
E-Mail Fax
Wide Web
Phone PC Client
Video Kiosk EFT/POS
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G L O B A L S E R V I C E S
The Global Services Call Centre covers
almost 30 languages
Italian
10%
Others include Norwegian, Korean, Malay, Punjabi, Gujarati, Hindi and Bengali
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G L O B A L S E R V I C E S
THOMAS COOK HAS ESTABLISHED STRONG
PARTNERSHIPS WITH COMMERCE ACROSS
OVER 4,000 ORGANISATIONS
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G L O B A L S E R V I C E S
GLOBAL SERVICES IS A TRULY GLOBAL AND COMPREHENSIVE
SOLUTION THAT ADDS CONSIDERABLE VALUE...
Corporate
Programme
Loyalty
Programme Stand-Alone
“ABC Club” ABC
Global Assist
GLOBAL
SERVICES
CORPORATE
CUSTOMER
Value Added Services - Out of Hours Service/
Emergencies -
Company ABC Global
Global Services Call
Services
Button on Telephones
Calling Card/Credit Card
ABC
Customer
Service Programme
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G L O B A L S E R V I C E S
Achieve Customer Segmentation -
Hotel or Airline Loyalty Programme
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G L O B A L S E R V I C E S
IN SUMMARY...
Thomas Cook is much more than a UK retail-based travel company
Our focus is on profitable, sustainable business to business
partnerships
Our brand, comprehensive product range, leading edge access &
systems and global footprint provide a unique proposition
Our turnkey proposition can create significant customer competitive
advantage through tailored solutions
We have a clear competitive advantage through our 4 key assets:
– TECHNOLOGY & TELECOMMUNICATIONS
– PEOPLE
– CULTURE
– INFORMATION AND KNOWLEDGE
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G L O B A L S E R V I C E S