Implementing a revenue management system at Malaysia Airlines

This paper follows a presentation given at the IATA Revenue Management and Pricing 2003 conference. It is a case study of Malaysia Airlines' implementation of a revenue management system over a one–year period. It will examine the project from a system user (business) perspective, rather than a technical or project management point of view. Organisations who are yet to implement a revenue management system are the prime audience. The objective is to share the shortcomings and successes experienced by Malaysia Airlines. In any system implementation process there will be tough times and even tougher decisions to be made. If decisions are made using the best information available, the rewards outweigh the angst experienced.