Fact-based Transformation at TUI

At EA Connect Days 2018 in Bonn, Kati Gholam, Enterprise Architect at TUI, explored how TUI transformed their Enterprise Architecture across different geographies with differing approaches to EA. She explained why GDPR was helpful with this project and the value of communication.

1. LeanIX EA Connect 2018
November 2018

2. 2
A bit about TUI …
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018
SALES & MARKETING
41% EBITA
INTEGRATION
BENEFITS/ STRATEGY
Northern
Central
Western
~150 TUI Aircraft,
3rd partyflying
•Own customer end-to-
end
•20m customers to
optimiseown hotels/
cruises demand
•Unique TUI holiday
experiences
differentiating TUI from
competition in Sales &
Marketing and driving
high NPS
•Diversified across Sales &
Marketing as well as
Holiday Experiences
Owned / managed / JV
ROIC FY17: 13%
Owned / JV
ROIC FY17: 20%
381
1
Hotels
Strategy: Market demand, digitalisation, diversification Strategy: growth, diversification
20m customers
Own, 3rd party
committed
& non-committed
15
2
Ships
3rd party
distribution
3rd party
distribution
Portfolio approach
ROIC FY17: 85%
3
GROUP PLATFORMS
HOLIDAY EXPERIENCES
59% EBITA
Owned / JV
ROIC FY17: 24% 3
rd
party
distribution
115
Destinations
DS
Integrated
distribution
Integrated
distribution
Integrated
distribution

3. 3
… and where the markets are …
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018

4. 4
•6 million holidaymakers –we’re the UK’s leading travel
brand
•12,500 employees –from travel agents to cabin crew,
engineers to back office colleagues
•80+ destinations–in 30 countries around the world
•4,000+ properties –from luxury hotels to private villas
•60+ planes –based across the UK and Ireland
•600+ travel agencies –including innovative Holiday
Design Stores
•24 regional airports –from Gatwick to Glasgow, Dublin
to Doncaster
•6 cruise ships –sailing under the MarellaCruises
banner
… and the UK
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018
MARELLA
CRUISES

5. 5
•During early 2010’s, TUI UK&I ran project Phoenix, replacing legacy
mainframe systems with an Oracle database driven booking system,
SAP Hybris, SAP Finance etc. This project did deliver the required
change, but not without considerable pain.
•Following this experience, IT in TUI UK&I was very process driven:
•Big projects with big budgets
•Focus on delivery on time and budget
•Functional teams with tight scope, defined roles and multiple hand-
offs
•Time was spent on close resource management and project plans.
•Development was largely supplier based, slow and expensive.
•Architecture was heavily proscribed, with detailed up-front solution
architecture documents defining every aspect.
TUI UK&I IT –2016 –process over value
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018Architecture – Produce a Solution Architecture 1004
Project
Manager
Business
Analyst
Solution Architect
Domain
Architect
Enterprise Architect
SME
Solution Designer
Version 0.3
Start
1.
Investigation
3.Defining a
Solution
4.
Review
2.
Investigation
2.
Investigation
2.
Investigation
4.
Review
AGB
Process
End
Project Brief &
Plan
Detailed
Requirements
ISA available? No
ISA
yes
Business
Domain
Roadmaps
Enterprise
Plans, Tech
stack, principles
and policies
Service Delivery
Plans
ISG Response
Document
Security Plans
Work estimates
SME
Documentation
Preferred
Supplier list
4.
Review
4.
Review
4.
Review
5.Collated
reviews and
feedback
6.
Review
Design
7.Solution
deviation
No
Yes

6. 6
•Architecture artefacts largely SharePoint & Excel
•Applications
•Enterprise Capabilities mapped
•Interface catalogue
•Legacy Iteraplanrepository migrated to LeanIX but not
maintained since migration
•Architecture community divided
Then along came GDPR …
TUI UK&I architecture -2016
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018

7. 7
•Seen as an opportunity to update the data
•LeanIX mandated as the repository and used for Group
reporting
•Surveys championed in Nordics
•used for all data gathering using strong product
owner community
•Using subscriptions for applications owners
•Data flows to document and understand our
environment and facilitate conversation
•Identify the right level of granularity
•Expose biases
•Enable the red pen!
GDPR –surveys & data flows
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018

8. 8
•Cynefinmodel –one of my favourites
•To survive we must be more flexible, move faster,
eliminate waste
The world is ruthless!
•EAs need to help seek opportunities to
•remove duplication
•increase convergence of common tools & processes
•identify opportunities for economies of scale
•We need to be able to compare apples with apples
Change is accelerating, decisions are made between complex and chaotic
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018
David Snowden

9. 9
Regional capability models –and different philosophies
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018
TUI Nordiccapability model
TUI Westcapability model
TUI UK&Icapability model
TUI Central? TUI Group? TUI Aviation?
TUI Destination Experiences?

10. 10
Common domain model to drive architectural change
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018Strategy Sourcing ContentProduct CustomerCommercial Sales FinanceCorporateEnablers
Customer
Strategic decisions,
corporate performance
optimisation,
governance and
architecture
Configuration of
products and initial
product pricing rules
Creating contractual
relationships with suppliers
& partners to provide
contracted & dynamic
components to sell
Content including facts
and figures, branded
content, content
delivery and customer
generated
Create and maintain
long term
relationships,
personalised service
Management of
inventory and
reservation, and
maximisation of
revenue using yield
Search and browse to
generate demand,
conversion to sales and
increase value of
shopping basket
Enablers including
networks & telephony,
data lake, security,
helpdesk
Financial transactions,
control and reporting
and customer
payments
Colleague services
including HR,
collaboration, desktop,
legal and facilities
Customer
Identity
Customer
Marketing
Customer
Contact
Customer
Service
Knowledge
Loyalty
Points
Agents
Finance
Customer
Payment
Inventory
Reservation
Yield
Supplier
Fulfilment
Content
Location
Employee
Colleague
services
Search
Browse
Customer
Basket
Supplier
Cost
Contract
Product
Pricing Rules
Technology
adoption
WE LOVE
CUSTOMERS!
WE MAKE
PROFIT!
WE CREATE
DEMAND!

11. 11
•Single repository supporting comparison &
convergence
•Common language and clear definitions to facilitate
conversations
•Fact based agreements
•Applications mapped against four different
capability models, using a tag group to separate
them
•Enables gradual migration to the common model
for each market
•Tags groups for
•Application & interface responsibility e.g. GDPR
•Delivery model
Common data (North & West so far) –value over process
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018

12. 12
What next?
TUI UK&I | Enterprise Architecture | Kati Gholam | November 2018
•Complete the single LeanIX repository
•Central region migration
•Continue the agile journey
•Northern Region convergence, Western Region convergence
•Move to the cloud
•TUI UK&I moved their web stack to AWS this year, and TUI plan much more
•LeanIX AWS connector to populate IT components against applications automatically
•Application status –common assessment
•Retain, Re-engineer, Renovate, Retire
•Common definition between markets
•GDPR –DPIA and product ownership
•Responsibility shift to the business in UK&I
•Reporting
•Group data lake & Spotfire
•Finance