Our customer, a major airline company in India, was facing critical challenges with a legacy document management system (DMS).
Operational manuals are the backbone of our customer’s operations – including flight, cabin, ground, and maintenance operations. The manuals should provide up to date instructions in accordance with DGCA (Directorate general of civil aviation) regulations and other compliance requirements.
From initiation through publishing, the document lifecycle goes through multiple stages involving different stakeholders.
The legacy DMS system wasn’t sophisticated enough to facilitate seamless collaboration and streamlined workflows in the document lifecycle. As a result, manual creation or revision wasn’t happening as fast as the regulations were changing. The slow, inefficient processes were creating operational bottlenecks and compliance risks.
Document controller raises the requests for creating or updating manuals. Authors prepare the drafts. DMS team should tag the respective QMS (quality management system) and FSDS (flight safety document system) members for review. Reviewed documents should be sent to DGCA (Directorate general of civil aviation) for approval. DMS admin should upload the approved document along with DGCA approval letter in respective folders to make it available for consumption.
Imagine such a complex, multi-stage process happening manually over emails.
Nobody knows the real time status of a documentation request. Another major hurdle with the legacy system in maintaining the manuals up to date was that manual owners wouldn’t know when a related manual got updated and so should be theirs. And, tracking the trail of revisions done to a manual was always daunting, which brings in audit risks.
Unhappy with their existing DMS solution, the airline company was searching for a solution and roped in us to help with their endeavors.
If you too are facing similar challenges with document management or thinking modernization of your DMS, the success story of our customer can help you discover new possibilities for transformation.
