NetJets, VP, Infrastructure Services & Operations: Weather Change is a Data Point for Us

NetJets, VP, Infrastructure Services & Operations: Weather Change is a Data Point for Us

Scott Dennull, VP, Infrastructure Services & Operations, NetJets tells Jamie Baird, Partner/Director of Sales, Parallel Technologies about the company’s approach to data and its role in setting milestones for the organization.

Speaking on the approach of leveraging data to develop KPIs within the organization, Dennull says that the job is to hit a certain percentage of  assignment milestones — to plan, commit and hit. That is, to plan the work, commit to the date, and then hit it.

“Let’s say you look at your goals and you set up your goal as the stability of an environment. One of the key objectives is completing patching on schedule 98% of the time. Or completing the grip, the remediation of incomplete patching, within one week after failure. Those are milestones that can be measured in a hit-miss way. We're doing that through the service desk, reopening of tickets — What percentage of reopen tickets do you have? What percentage of tickets do you resolve within one hour? How much do you escalate properly?” 

He explains that these individual milestones act as building blocks for the organization. “There's a daily work set of milestones. Everybody has different measurable pieces. And we're trying to avoid people just throwing things over the wall and saying, 'I need this done tomorrow'.”

The milestone exercise, he continues, also generates data that sits alongside the area of analysis that is used for the business, to recommend perfect flights, note dissatisfaction scores, estimate demand, and then consider the possible impact of weather.

“There are all kinds of data being used for us to reach and hit our goals. Those are all measured and reviewed a lot, mostly on a daily basis. So, we have it in all aspects, from a person’s milestone to the goals of the business,” Dennull adds.

Speaking on how the NetJets team reacts to changes in weather, he says that they monitor changes constantly and take action in real time.

“They may call the owners and say, ‘Hey, we know there's a weather front coming in. I know you want to leave at 2 o'clock, but maybe if you leave at noon, we can guarantee you a better experience on your flight.” We're not just looking at major ports, we have all of these smaller airports. So, you keep an eye on what's happening in those areas. Are they going to shut down yet? Wind shears? What does the storm look like? What's it going to do to your flights? How do you reroute things? That is all done a day out because you have to keep your pilots, your crew, and your planes in mind. Weather is just another data point along with demand, types of planes, etc.,” he concludes.

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