The collaboration in brief
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The TUI Group operates five European Airlines that maintain separate Air Operator Certificates (AOCs).
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Having managed their documentation via three different solutions in the past, the TUI Group wanted to reduce complexity and IT maintenance costs by replacing these disconnected systems with a group-wide solution instead.
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Yonder worked along side the TUI Group team to consolidate and streamline the documentation scattered across the group’s five AOCs.
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In addition to simplifying revision-related collaboration both between AOCs and Civil Aviation Authorities for approvals, employees now have access to personalized information that is tailored to their specific role and task – meaning more efficient and transparent content management.
Introduction
TUI Group operates five European Airlines that maintain separate Aircraft Operating Certificates (AOC). Together they operate flights to over 150 destinations worldwide, with a fleet that consists almost exclusively of Boeing Aircraft.
In the past, documentation was managed and published via three different solutions, resulting in unfavorable IT-System costs. The lack of communication between these systems added yet another layer of complexity while unnecessarily complicating the Group‘s efforts to streamline its operation manuals and related revision- and approval procedures across the organization.
TUI Group recognized that it needed to rethink the way it handled its documentation in the group-wide context, with the clear objective of streamlining revisions and presenting reliable information to its flight crews in a more user-friendly manner.
The challenge: less complexity, greater clarity
TUI’s overarching objectives aimed at simplifying revision- and approval procedures across its five AOCs. To achieve that, the group considered the following key aspects:
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Consolidate and streamline the documentation scattered across the five AOCs, whereas its operation manuals (OM A-D) and the manufacturer’s OEM manuals (e.g. FCOM) were present as a mix of PDF, XML and FrameMaker files.
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Design manual-specific workflows that would allow for efficient collaboration, both between internal stakeholders and the AOCs respective Civil Aviation Authorities (CAAs).
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Simplify revisions for subject matter experts, including the reconciliation management between Boeing’s OEM manuals (e.g. FCOM, MEL, QRH) and TUI’s customized ones (e.g. OM-B).
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Provide end-users with personalized revision notifications instead of generic revision highlights.
In addition to these revision-related objectives, TUI further wanted to decrease information overflow for the end-user. Namely, by limiting the visible content within documents to what’s relevant to a user’s specific role. And as TUI already had an existing EFB-solution, it was equally important that content could be exported to this existing EFB-solution.
The solution: streamlined, user-friendly manuals and simplified revision and approvals processes
Streamlined XML content without redundancies
In a collaborative effort, TUI and Yonder jointly developed a content concept that guides TUI’s future content structure. Initially, TUI’s existing documentation was converted to XML, followed by either eliminating redundancies or referencing content from a single source. Referencing content from a single source now ensures that a change automatically affects all documents that contain the very same information, effectively eliminating the issue of having outdated dupllicates or conflicting information scattered across TUI’s documentation landscape.
Yonder manages to simplify our setup without compromising on our complex processes and procedures.
David Schlaks
Head of Compliance, Safety & Security TUI Aviation
Seamless collaboration on revisions across the five AOCs
Based on a proper analysis of TUI’s revision processes, Yonder mapped several document-specific workflows. These workflows now guide TUI’s revisions and ensure that the right stakeholders are involved at the right time, always yielding a seamless audit and revision trail.
These workflows further allow subject matter experts to issue their change requests right in the content. Some of the document-specific workflows have been setup to allow for further classification of such incoming change requests. And based on the classification, the workflow would only involve the necessary stakeholders by branching out accordingly (see figure 1 for a generic example).
Document owners and publishers now benefit from a hassle-free process to implement approved changes in a most transparent fashion. And once approved, they can even specify the roles that must be explicitly notified about the change at hand, including the option to request a read receipt for compliance purposes (see short video below for a generic example).
A quick demo on Yonder’s personalized revision notifications for end-users.
Figure 1: Generic workflow example with classification options for incoming change requests.
Presenting only mission-critical information to TUI’s end-users.
Thanks to Yonder’s capability to add metatags to snippets of information contained in documents, TUI was able to further enhance its operation manuals with role- and mission-specific tags (see figure 2 for a generic example). These tags now allow end-users to dynamically limit the visible content within a manual to what’s revelant for the task at hand. Even Yonder’s search applies this principle, enabling users to filter down search queries and locate the right information rapidly (see short video below for a generic example).
A quick demo on Yonder’s dynamic content capabilites, allowing users to limit the visible content withing documents and search to what’s relevant.
Figure 2: Applying tags directly to the information allows TUI's end-users to dynamically limit the visible document content and focus on the task at hand.