BUSINESS PLAN 2010 TICKETING DEPARTMENT October 12, 2009

TEAM OBJECTIVE TO PROVIDE QUALITY CUSTOMER SERVICE THROUGH EFFECTIVE AND EFFICIENT HANDLING OF PASSENGER ’ S TICKETING AND FLIGHT RESERVATIONS REQUIREMENTS.

STRENGTHS AIRLINE IMAGE BEAUTY AIRLINE IMAGE BEAUTY MULTI-SKILLED WORKFORCE MULTI-SKILLED WORKFORCE ADAPTABILITY ADAPTABILITY POSSESSES EXCELLENT CUSTOMER RAPOR POSSESSES EXCELLENT CUSTOMER RAPOR WORK ORIENTED WORK ORIENTED EFFECTIVE DECISION MAKER EFFECTIVE DECISION MAKERWEAKNESSES LACK OF SUFFICIENT TRAININGS LACK OF SUFFICIENT TRAININGS IRREGULARITY OF SCHEDULE IRREGULARITY OF SCHEDULE OPPORTUNITIES FREE TRAININGS GIVEN BY HEAD OFFICE PRESENCE OF INTERNET SERVICE BENCHMARKING THROUGH CUSTOMER FEEDBACK THREATS HEALTH CONCERNS HEALTH CONCERNS FLIGHT INTERRUPTIONS FLIGHT INTERRUPTIONS S W O T

STRENGTHS AIRLINE IMAGE BEAUTY - MULTI-SKILLED WORKFORCE - being able to do other jobs aside from the assigned task ADAPTABILITY - learning from each others’ work experiences through trainings attended. POSSESSES EXCELLENT CUSTOMER RAPOR - being able to adjust to different types of customers, ability pacify irate customers, able to handle difficult situation with grace under pressure WORK ORIENTED - can work with minimum supervision EFFECTIVE DECISION MAKER - on the spot decision making when situation calls. S W O T

WEAKNESSES LACK OF SUFFICIENT TRAININGS -selected trainings were given to selected people, especially training on technical aspects. Trainings on enhancement of crafts and self-enrichments were not given or availed. IRREGULARITY OF SCHEDULE - staffing were affected since ticketing/airport duty schedule. S W O T

OPPORTUNITIES FREE TRAININGS GIVEN BY HEAD OFFICE - all year round free trainings in Seoul related to reservations and ticketing. PRESENCE OF INTERNET SERVICE - provides easy access on information needed related to job (google, seatguru etc.), networking that enable us to help generate revenue by encouraging friends and relatives to fly Asiana (Facebook, Friendster, Twitter), advertise and make Asiana known to friends and family. BENCHMARKING THROUGH CUSTOMER FEEDBACK - able to know the services provided by other airlines through feedback gathers from customers handle at the counter and at the airport.

THREATS HEALTH CONCERNS - being exposed to weather condition, pandemic outbreaks since we are the frontlines FLIGHT INTERRUPTIONS - delays and cancellations due to aircraft maintenance and force majeure that impede us to perform our task on time. S W O T

BALANCE SCORE CARD PERSPECTIVESWEIGHT METRICS / MEASURES TARGETS2008 YTD SEP CUSTOMER15% Customer Satisfaction No below three rating, Providing refreshments (water, coffee, tea) to passengers at the lobby waiting for their numbers to be called. 100% (4.83 Average CUSAT rating) 100% ( 4.93 Average CUSAT rating) Service Delivery & Adherence to Service Level Agreements Two weeks release of refund for normal issued tickets. 100% ( Processed Rfnd) Normal - 32 Special % ( Processed Rfnd) Normal Special CUSTOMER

BALANCE SCORE CARD PERSPECTIVESWEIGHT METRICS / MEASURES TARGETS TARGETS2008 YTD SEP INTERNAL PROCESS 15% Employee Productivity based on transaction volumes per head (e.g. # of visas processed per clerk, # of Applications processed per staff, # of tickets processed per travel counselor) ZERO COMPLAINT (No complaints raised to ticketing agents re ticket issued, reservations transactions) ZERO COMPLAINT (No complaints raised to ticketing agents re ticket issued, reservations transactions) ZERO COMPLAINT ZERO COMPLAINT ZERO COMPLAINT Process Automation Maintain and update LOGFILE Maintain and update LOGFILE UPDATED UPDATED UPDATED Service / Operational Errors (e.g. as % of total transactions) No under quote on ticket fares and no assessment from DOT. No under quote on ticket fares and no assessment from DOT. 100% COMPLIANCE INTERNAL PROCESS

BALANCE SCORE CARD PERSPEC TIVES WEIG HT METRICS / MEASURES TARGETS2008 YTD SEP LEARNING AND GROWTH15% Employee Performance Management On time evaluation of employee 100%100% Attrition Rate (No. of Separations for the period / Headcount at End of period) note: identify voluntary vs involuntary separations Yearly salary increase. Increase based on performance ex. gr 90% above 5% increase on salary Minimal Increase Zero increase Employee Satisfaction Staff incentive programs ex. One addtl VL for 3 consecutive perfect attendance N/A Not fully executed Enhancing relationship with coworkers thru team building. NoneNone Having General Assembly facilitated by GM every quarter discussing a. people (development of employees, HR concerns) b. operational excellence (team and company performance) c. financials (budget, loss, gain) d. customer (feedbacks, service improvement) No Gen. Assembly Once – Jan09 On time release of quarterly bonus. On time release of quarterly bonus.

BALANCE SCORE CARD PERSPECTI VES WEIG HT METRICS / MEASURES TARGETS2008 YTD SEP INNOVATION AND ENTREPERN EURSHIP 10% Introduction of New Revenue Sources, Cost Improvement Projects (e.g. No of New Business Lines, No of New Markets Served) To tie up with a Radio station for a Promo TXT for the 2 nd Quarter 2010 N/AN/A INNOVATION AND ENTREPERNEURSHIP

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