Remerciements : e tiens à remercier ………… de m’avoir accepté au sein du département ……………, ainsi que mon encadrant ………….. Il ne me faut pas oublier …………. qui m’a épaulé le long de mon stage, de même que toute l’équipe du service .………………. pour son aide lors de mes démarches pour obtenir ce stage. Je tiens également à exprimer mes profonds remerciements à mes camarades de stage …….., . …….. qui m’ont, eux aussi, permis d’intégrer plus rapidement l’entreprise, et ce dans une ambiance chaleureuse. uis en!n, que serais"#e sans tous les membres de J
1
Année 2008
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ma famille, qui m’ont soutenu et supporté durant toute cette période $ Merci donc à tous ceux qui ont contribué de près ou de loin à l’élaboration de ce rapport.
PLAN Introduction
Première partie : 1-Présentation du secteur du transport aérien 2- Présentation générale de la RAM 3- Présentation du département marketing et plus précisément du service « SAAR !"#R $
Deux Deuxiième ème part partie ie : 1- %onctionnement du programme « Sa%ar Sa%ar
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2- #la'oration #la'oration d(un ta'leau ta'leau de 'ord de gestion des réclamations clients) *onclusion Pro%it du stage
Introduction +ans +ans le cadr cadree de la %orm %ormat atio ionn cont contin inue ue , l(in l(inst stit itut ut des des aut autes es #ude #udess de Management .e suis tenu de réaliser un stage /ui me permettrait une premi0re insertion pro%essionnelle) Aussi mon stage s(est déroulé au sein du si0ge de la compagnie nationale du tra transpor sportt aéri érien : R"A R"A!! AIR AIR Ma Marroc une une compa ompagn gnie ie /ui /ui m(a tou. tou.ou ourrs impressionné aussi 'ien par sa structure /ue par ses di%%érents produits et services)
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out d(a'ord .e commencerai par la présentation de la compagnie 4RAM5) #nsuit la prés présen enta tati tion on du sect secteu eurr du tran transp spor ortt aé aéri rien en puis puis la prés présen enta tati tion on du département marketing et en%in du département Sa%ar l&er) #n%in #n%in .e réserv réservera eraii la derni0 derni0re re partie partie pour pour vous vous in%orm in%ormer er des di%%ér di%%érent entes es activités /ue .(ai réalisées durant ma période de stage)
PRESENTATION DU SECTEUR DU TRANSPORT AERIEN
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6oler n(a plus rien d(un miracle au.ourd(7ui) 6o&ager en avion est devenu un acte cte couran urant t et le tra transp nsport ort aé aérrien s(es s(estt a%%i %%irmé comm commee un outi outill de rapproc7ement entre les 7ommes vecteur d(un tourisme plus lointain et plus dém démocra ocrati ti/u /ue) e) Mode Mode de dép déplace laceme mennt ultr ultraa rapi rapide de l(avi (avion on s(es s(estt rendu endu indispensa'le au développement des activités économi/ue , travers le monde) Ainsi l(industrie du transport aérien occupe une place ma.eure dans l(économie mondiale) #n 1889 le transport aérien représente une valeur a.outée de 99 milliards de dollars et représente plus de 21 millions d(emplois) *ettee indu *ett indust stri riee asse asse;; im impo port rtan ante te englo englo'e 'e nom nom seul seulem emen entt les les comp compag agni nies es aériennes mais également les constructeurs aéronauti/ues les aéroports les activi activités tés de contr< contr P=> mond mondia ial l le transport aérien international demeure un secteur particuli0rement di%%icile , gérer gérer et e?pose e?poserr , des crises crises con.onct con.oncture urelle lless /ui a%%ecten a%%ectentt %ortem %ortement ent les compagnies aériennes) +e ce %ait il serait intéressant de comprendre en /uoi ce sect secteu eurr néce nécess ssit itee un im impo port rtan antt suiv suivii tant tant de la part part des des orga organi nisa sati tion onss internationales /ue par les gouvernements et de /uel coté , été in%luencé suite au? événements du 11 septem're telles sont les /uestions au?/uelles .(essaierai
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mani0re mani0 re généra générale le tandis tandis /ue la deu?i0 deu?i0me me partie partie .e l(ai l(ai consac consacré ré pour pour vous vous donner une idée générale sur la situation de cette industrie)
L’industrie du transport arien : !(industrie transport aérien est une activité c&cli/ue dont le succ0s répond généralement des périodes économi/ues %avora'les) r la @uerre du gol%e et la récession ont précipité les compagnies aériennes dans l(un des plus sév0res demeures c&cles économi/ues , la 'aisse )n e?emple s&m'oli/ue pourrait le démontrer) +urant la période allant de 1889 , 1882 les transporteurs des étatsunis ont collectivement perdu plus /ue leurs gains durant toute leur 7istoire)
Pendant la mBme période les compagnies de l(union européenne ont perdu plus de 3)C milliards de dollars) #n dépit d(une récente amélioration dans les %acteurs de c7arge la plupart des compagnies aériennes dans la monde sou%%rant dDun e?c0s de capacité et de lDaccroissement de la concurrence continuent , a%%ronter de graves pro'l0mes économi/ues) !es pertes de lDindustrie ont dépassé E)1 milliards de dollars en 1883)#n 188E les compagnies devraient collectivement engranger des 'éné%ices pour la premi0re %ois depuis /uatre ans mais ceu?-ci seront au mieu? modestes) *es di%%icultés économi/ues ont c
Situation du secteur :
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!e transport aérien /ui est le mode de transport national et international le plus utilis utiliséé pour pour les grande grandess distan distances ces est au.ourd au.ourdD7ui D7ui un élémen élémentt crucia cruciall de la %acilitation de lDactivité économi/ue) A ce titre il .oue un r
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He présenterai présenterai dans cette partie partie la compagnie compagnie d(une %aGon %aGon glo'ale glo'ale depuis depuis sa créati création on .us/u(, .us/u(, =os .ours .ours en l(occu l(occurre rrence nce sa situat situation ion actuel actuelle) le) Parall Parall0le 0lemen ment t .(essa .(essaier ierai ai d(e?pli/ d(e?pli/uer uer les +i%%ér +i%%érent entes es évolut évolution ionss /u(elle /u(elle a conn connue ues s en se 'a 'asa sant nt sur sur des des c7i% c7i%%r %res es réel réelss /ui /ui m(on m(ontt été été %our %ourni ni Par Par de di%%érents agents administrati%s %aisant partie du personnel de la compagnie)
$istori%ue de !a compa&nie : !a compagnie Ro&al Air Maroc a été créée le 2F .uin 18C suite , la %usion des compagnies Air Atlas et Air Maroc) #lle est devenue ainsi l(uni/ue compagnie aérienne au Maroc) Maroc) !a RAM est une société anon&me anon&me d(économie mi?te dont 83J des actions est , l(#tat marocain)
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@rKce , sa compétitivité et , sa notoriété la RAM est mem're de l(association internationale +es passagers et du %ret) #lle est aussi mem're de l(IAA depuis depuis er le 1 .uillet 18F2) #lle dessert E continents : A%ri/ue Améri/ue Asie et #urope dispose de LC escales et F9 Points de vente dans le monde) !e tra%ic annuel de la RAM est de 2)3 millions de passagers et de 2C)1C milliers de tonnes de %ret)
Principa!es acti'its de !a RA# : !(activité principale principale de la Ro&al Ro&al Air Maroc est le transport aérien des passagers passagers et du %ret *7acun de ces deu? t&pes de transport constitue l(étape %inale d(un processus au/uel Participe l(ensem'le du personnel de la compagnie mais aussi dans le cadre de ses activités Ro&al Air Maroc Maroc g0re deu? unités unités 7
Les mtiers( !es mission et !es o)*ecti+s de !a RA# : Les mtiers :
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/ue la nourriture , 'ord
Les missions : La compa&nie nationa!e remp!ie trois principa!es mission : Participer au développement économi/ue du pa&s et , la promotion de son image internationale Assurer le transport de toutes les catégories de client0le Promouvoir l(activité %ret pour le développement des éc7anges et des e?portations nationales) Parmi les missions missions sur les/uelles les/uelles la Ro&al Air Maroc Maroc se 'ase il & a le tourisme) tourisme) *e dern dernie ierr igu igure re parm parmii les les sect secteu eurs rs prio priori rita tair ires es des des di%% di%%ér éren ents ts plan planss de développement économi/ue et social du Ro&aume) !a stratégie commerciale de Ro&al Air Maroc est depuis /uel/ues années dé., orientée vers le tourisme) Pour Pour sout souten enir ir ce cett ttee croi croiss ssan ance ce la comp compag agni niee a proc procéd édéé , d(im d(impo port rtan ants ts aménagements tant au niveau de son programme d(e?ploitation /ue de sa politi/ue tari%aire par : la diversi%ication et la délocalisation d(une partie de sa %lotte a%%ectée , l(activité touristi/ue sur Marrakec7 Agadir et anger un s&st0me de veille concurrentielle en vue de s(adapter en permanence au? 'esoins des marc7és constante évolution)
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Agir comme agent principal du tourisme marocain Rec7erc7er en permanence la /ualité *apitaliser sur le savoir-%aire tec7ni/ue)
La RA# adopte une po!iti%ue commercia!e oriente sur !a di'ersi+ication de ses produits , #n adaptant les produits au? 'esoins des di%%érents segments de la client0les #n mettant en place un programme de %idélisation de la client0le #n modulant ses tari%s selon les 'esoins du marc7é #n adaptant des dessertes du réseau domesti/ue , la demande du marc7é marocain tout en assurant une complémentarité avec le réseau international
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Signature des statues /ui concrétisent la création de la compagnie Air Sénégal international dans la/uelle Ro&al Air Maroc et l(#tat l( #tat Sénégalais détiennent respectivement C1J et E8J du capital)
Ro&al Air Maroc et >oeing créent une .ointe venture installée dans la ;one industrielle de Ro&al Air Maroc M aroc destinée , la %a'rication des composants électri/ues pour les avions >oeing) Ro&al Air Maroc et S=#*MA créent un centre industriel régional spécialise dans dans !(entretien et et la révision révision des moteurs *M signature entre ro&al air Maroc et l(administration des douanes et imp
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LA RA# et !a %ua!it : !a compagnie RAM a reGu le pri? national de la /ualité 1888 pour ses activités de 7andling d(assistance au? passagers et de traitement des avions)
La compa&nie est certi+ie :
IS 8992 depuis mars 188 pour les opérations au sol HAR 1EC depuis 188 pour la maintenance aéronauti/ue AR1EC agrément de l(administration %édérale de l(aviation 4AA5 depuis septem're 188Fsituant le centre industriel aéronauti/ue au standard américain IS 8992 depuis mars 1888 pour les services du p
Notorit et autonomie de !a RA# : !es atel !es atelie iers rs aé aéro rona naut uti/ i/ue uess de le Ro&a Ro&all Air Air Ma Maro rocc sont sont 7omo 7omolo logu gués és par par l(administration %édérale Américaine de l(aviation 4AA5)
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Or&a Or&ani ni&r &ram amme me :
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Presidencee Direction Generale Presidenc
Audit
Organisation & procedures
Direction
DGA Exploitation
!ualite, Surete Securite Centre de Controle des Operations
nflig$t Ser%ices Centre ndustriel Aeronautique
Operations "ol
DGA Commercial
Alliances, Stategies & Affaires nternationale
ar'eting ( ntelligence Commerciale
Programme Communication & )elations pu.liques
DGA Administratif & Financier
Juridique Assurance Economie & Finances
)essources -umaines
S*steme dnformation
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PRESENTATION DU DEPARTE#ENT #AR.ETIN" ET PLUS PRECISE#ENT DU SER/ICE 0 SA1AR 1L2ER 3
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*ette direction rattac7ée , la direction générale ad.ointe ad.ointe commerciale contient contient si? départements
ar'eting & ntelligence Commerciale
S*st/me dinformation
nno%ations Commerciales
Pilotage commerciale
!ualit0 & r0glementation
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+
+é%inir les o'.ecti%s marketing de RAM et de ses %iliales ainsi /ue les stratégies marketing correspondantes de mani0re , développer le *A du @roupe RAM et ses parts de marc7é sur c7a/ue segment de client0le 4passagers cargoQ5)
+
+évelopper la connaissance du client passager et cargo et s(assurer de la mise en oeuvre des initiatives marketing permettant de répondre , ses attentes dans les meilleures conditions de renta'ilité pour le @roupe RAM)
Critèr Cri tères es de per+o per+orm rmanc ancee : +
Impact des initiatives produits N services 4& compris Sa%ar l&er5 sur l(évolution du *A et de la part de marc7é de RAM)
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esponsable co**unication aar ler MM& 9MA
or*atrice aar ler MM& AA(
esponsable partenariats aar ler MM& 9A/967
Ad*inistratrice e5ard MM& /67
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*7e% de département madame AHHI répartie les tKc7es entre les di%%érents agents contr
Madame Slimani Slimani responsa'le de la communication au niveau niveau du département s(occupe de la conception des 'ulletins d(ad7ésion ainsi /ue celle des =es
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Messieurs #nouski et Idrissi ont pour %onction l(édition des c70/ues primes des relevés de compte) Aussi %ont t-ils le suivi des c70/ues prime)
*7argées client0les client0les mes dames Ammar Amc7iaa et *ouaca'i ont ont pour r
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Mademoiselle >en7ar est responsa'le du traitement traitement de %il *all *all *enter *enter du traitement des messages e-mail de la correction des errors listing et dispatc7 des appels télép7oni/ues)
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Par ailleurs a%in d(attirer d avantage d(ad7érents des nouveautés concernant le produit sont di%%usées réguli0rement) #n%in il convient de souligner /ue pour assumer l(élargissement de la client0le Sa%ar l&er a été mis en place un logiciel spécialisé permettant de collecter
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Bar ailleursC les abonnés à aar ler rece)ront une lettre tri*estrielle pour décou)rir les nou)eautés oal Air Maroc et les pro*otions aar ler.
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SUI/I DE LA CLIENTELE SA1AR 1L2ER AU SEIN DE LA DIRE DIRECT CTIO ION N
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