Turkish Airlines looks to IT to break new ground. Customer-oriented innovative technology and services. They use technology across all areas of operations to increase efficiency, cost-effectiveness, agility and customer satisfaction. Constant growth is a challenge. Evolution is key. Strong handshake is crucial between IT and business. www.sita.aero/surveys Tomorrow's Problems – To Be Solved: Kerem Kiziltunç, Senior Vice President, Corporate Development & IT, Turkish Airlines

1. Digital Aviation Through Social Transformation
June 2014
Tomorrow's problems - to be solved
Air Transport IT Summit 2014
Kerem Kızıltunç, CIO
Turkish Airlines

2. Tomorrow's problems - to be solved
Agenda
• Discover Turkish Airlines
• The IT Challenge: An ever growing Airline
• THY Directorate Of Corporate Development &
Information Technologies
• Activity Areas
• Commercial Solutions
• Operational Solutions
• Corporate Solutions
• Portfolio Services
• Infrastructure & Operations
• What did we do in the first wave?
• What will we do in the second wave?
• Lessons Learned
• Solving Tomorrow’s Problems by Digital
Aviation
• Digital Customer Experience
• Digital Operations
• Digital Office

3. Discover Turkish Airlines
The best airline in Europe which flies to most countries in the world
The number of aircraft in the Turkish
Airlines fleet is 233, with an average fleet
age of 6.7 years.
Passengers Carried
Passengers Growth
59.5 M passengers are expected to be carried in 2014.
Tomorrow's problems - to be solved
Winner of 3 awards at the 2013 Skytrax
World Airline Awards
Country coverage is greater than any other
airline in the world.

4. The IT Challenge: An Evergrowing Airline
Tomorrow's problems - to be solved
Turkish Airlines Diagonal Growth

5. THY Directorate of Information Technologies
63
Completed projects in 2013
457
Personnel
680 K
Fly Turkish application
downloads in mobile devices
300+
Corporate applications
100+
Technology partners
27.084
Devices being serviced
130 M
Visitors via web site in 2013
At a Glance
175
Active Contracts
249
Projects and improvements in 2013
Tomorrow's problems - to be solved

6. Commercial
Solutions
Operational
Solutions
Corporate
Solutions
Portfolio
Services
Infrastructure &
Operations
Transformation Programme started in 2010:
• Organization is parallel with business processes
• 2 phase transformation plan: 2010-2013 & 2013-2017
Tomorrow's problems - to be solved
Activity Areas

7. Reservation
System
Sales Channels
Revenue
Management
CRM and
Loyalty
Commercial Solutions
Tomorrow's problems - to be solved
Commercial Solutions

8. Flight
Management
Cargo
Operations
Ground
Operations
Crew
Management
Operational Solutions
Tomorrow's problems - to be solved
Operational Solutions

9. Revenue
Accounting
Shared
Services
ERP Solutions
Business
Intelligence &
Reporting
Corporate Solutions
Tomorrow's problems - to be solved
Corporate Solutions

10. Demand &
Project
Portfolio
Management
Information
Security
Management
Portfolio Services
Tomorrow's problems - to be solved
Business
Continuity
Test
Management
Enterprise
Architecture
Portfolio Services
Administrative
Staff

11. Voice & Data
Communication
Management
Network &
Security
Management
End-user
Support
Services
Infrastructure & Operations
Tomorrow's problems - to be solved
Operations
Monitoring
Database
Management
Systems
Management
Infrastructure & Operations

12. Project timeline of the first wave
Project
2010 2011 2012 2013
1. Q 2. Q 3. Q 4. Q 1. Q 2. Q 3. Q 4. Q 1. Q 2. Q 3. Q 4. Q 1. Q 2. Q 3. Q 4. Q
1 FWZ
2 Mobile THY
3 Web 2.0
4 Revenue Accounting
5 O-D Revenue Management
6 Pricing Solutions
7 CREPTO
8 Transfer Passengers Management
9.a ERPlane (SAP) - 1. phase
9.b ERPlane (SAP) - 2. phase
9.c ERPlane (SAP) - 3. phase
10 EMD-A
Tomorrow's problems - to be solved
What did we do in the first wave?

13. Project
2014 2015 2016 2017
1. Q 2. Q 3. Q 4. Q 1. Q 2. Q 3. Q 4. Q 1. Q 2. Q 3. Q 4. Q 1. Q 2. Q 3. Q 4. Q
1 PSS Replacement
2 Web 3.0
3 Mobile 2.0
4 CRM Program
5 COMIS
6 Cargo RM
7 Cargo Portal
8 Training Platform
9 EFB (Electronic Flight Bag)
10
Airline Operation Database
(AODB)
11 New Data Center
Tomorrow's problems - to be solved
What will we do in the second wave?
Project timeline of the second wave

14. Handshakes between IT&Business Executive
Committees
Portfolio Studies
Continuous
Communication
Demand
Prioritization
Tomorrow's problems - to be solved
Lessons learned…

15. "The fact that individuals now talk
to other individuals, rather than
interact with a machine, is the
fundamental fact about work in the
post-industrial society."
Tomorrow's problems - to be solved
In The Coming of Post-Industrial Society (1973), Daniel Bell argues "communication" and
"encounter" is the central work relationship today:
Lessons learned…

16. Digital
Customer
Experience
Digital
Operations
Digital
Office
Tomorrow's problems - to be solved
Solving Tomorrow’s Problems by Digital Aviation

17. To strengthen direct sales, customer oriented website and mobile
applications
Mobil 2.0
Web 3.0
Compatibility with the digital strategy
Compatibility with mobile devices&tablets
Personalization
High performance & ease of use
Flexible system architecture
Platforms for iPhone, iPad, Android
Phone&Tablet, Windows 8 Phone&Tablet
Functions for Ticketing, Reservation, Check-in,
M&S, Baggage, Customer Relations, Interactive
Marketing, Personalization
Tomorrow's problems - to be solved
Digital Customer Experience

18. Mobile Crew Operations
Mobile Device
Management
Mobile Hub Control
Solutions
Mobile Ground
Operations
Mobile Training
Mobile Maintenance
Digital Cabin
Management
Paperless Cabin
Electronic Flight Bag
Paperless Cockpit
Improve operational efficiency by mobile applications
Tomorrow's problems - to be solved
Digital Operations

19. Document
Management
System
Electronic
Signature
ERP Mobile
Approval
Digital vision for office
solutions
Tomorrow's problems - to be solved
Digital Office

20. Thank You

21. DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written consent of the
Author. Permission to copy and reproduce content may be
granted by the author, at their discretion, and by request
only.
Source: presentation of Kerem Kızıltunç, Turkish Airlines
at the 2014 SITA Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit