How do you show the value of airline operations research to customers?

1 Explain the problem

The first step to show the value of OR is to explain the problem that OR is trying to solve. Customers may not be aware of the complexity and uncertainty that airlines face in their daily operations, such as weather disruptions, demand fluctuations, maintenance issues, or regulatory changes. You can use examples, stories, or data to illustrate the challenges and costs that airlines encounter without OR. For example, you can show how OR can help airlines reduce delays, cancellations, or overbooking, and how that affects customer satisfaction and loyalty.

2 Demonstrate the solution

The second step to show the value of OR is to demonstrate the solution that OR provides. Customers may not be interested in the technical details or the algorithms of OR, but they may be curious about how OR works and what it can do. You can use simple and clear language, visuals, or simulations to explain the logic and the steps of OR. For example, you can show how OR can help airlines plan their routes, assign their aircraft, schedule their crews, or price their tickets, and how that improves operational efficiency and profitability.

3 Highlight the benefits

The third step to show the value of OR is to highlight the benefits that OR delivers. Customers may not be impressed by the numbers or the metrics of OR, but they may be attracted by the outcomes and the impacts of OR. You can use testimonials, case studies, or comparisons to showcase the results and the advantages of OR. For example, you can show how OR can help airlines increase their revenues, reduce their costs, or enhance their competitiveness, and how that creates value for customers and stakeholders.

4 Address the concerns

The fourth step to show the value of OR is to address the concerns that customers may have about OR. Customers may not be comfortable or confident with OR, especially if they perceive it as a black box, a threat, or a trade-off. You can use empathy, honesty, or evidence to acknowledge and respond to the objections and the questions that customers may raise about OR. For example, you can show how OR is transparent, reliable, and ethical, and how it respects customer preferences and needs.

5 Invite the feedback

The fifth step to show the value of OR is to invite the feedback from customers. Customers may not be convinced or satisfied by OR, especially if they have different expectations or experiences with OR. You can use surveys, interviews, or forums to solicit and listen to the opinions and the suggestions of customers about OR. For example, you can show how OR is flexible, adaptable, and responsive, and how it incorporates customer feedback and insights.

6 Engage the participation

The sixth step to show the value of OR is to engage the participation of customers. Customers may not be loyal or supportive of OR, especially if they feel excluded or ignored by OR. You can use incentives, rewards, or gamification to motivate and involve customers in OR. For example, you can show how OR is fun, interactive, and collaborative, and how it offers customer choices and opportunities.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?