LUFTHANSA

“TAKING MOBILE COMPUTING TO THE SKIES WHILE KEEPING THE MOBILE WORKFORCE CONNECTED"

By:Sadhana Gupta (1239)Saloni Agrawal (1240)Sameer Dhawan (1241)Sampada Kapoor (1242)Sanchi Verma (1243)

THE LUFTHANSA GROUP

Deutsche Lufthansa AG is a globally operating aviation group with around 400 companies and subsidiaries.

It is active in five business segments. Passenger Transportation is the Group’s core business activity.

PROFILE OF THE COMPANY

Fifth Largest airline in Europe in terms of overall passengers carried

Luft (the German word for "air"), and Hansa (after Hanseatic League, the powerful medieval trading group)

Lufthansa services around 410 destinations.

Cont….

Lufthansa Passenger Airlines belong to the world’s foremost airlines.

On international routes it carry more passengers than any other IATA operator.

In the 2007 summer timetable Lufthansa and its regional partners offered a comprehensive network of flights to 185 cities.

Lufthansa is a founding member of the world’s leading air transport network Star Alliance and maintains partnerships with other airline .Via this network 841 cities in 157 countries are served.

THE CASE

ANALYSIS Need to make Lufthansa staff

Trained While Mobile Up-to-date about

• Schedules• Weather events• Other facts

Increase Productivity Efficiency Return on Investment

Introducing new technology Decrease

Cost-capital cost and overall cost Time to train pilots from time to time Training centers

SUGGESTIONS

For training pilots• Centers at maximum sites• Printed material available at various airports

about new updates

On planes• Effective and sensitive in-build weather

analyzer,• Online services ,• Easy availability of customers information.

CHALLENGES

To keep 3,500 highly mobile airline pilots trained On the latest technologyProceduresPlugged into the corporate infrastructure

Informed about Schedules,Weather events, andOther facts

Also,First to introduce

Accomplish this while controlling costs.

TILL NOW

Paper logbooks

Hard copy work cards

Engineering data from isolated sources

Maintenance requires familiarity with access requirements

TECHNOLOGYNotebook required with features

Key software application used by the pilots Weight less than 2 kg(4.4 pounds) Screen 12inches diagonally Screen bright and easy to read in cockpit light 5 hrs long battery life

Notebook handled by pilots

Good performance Power back up sufficient 3.5 pounds weight Pentium III Intel Processor operating at 600 MHz with 128MB of

RAM and a 20GB hard drive

MOBILE TECHNOLOGY Parent category for

mobile telephony mobile computingportable electronic devicessystemsNetworks

e-Commerce The electronic exchange of value (goods, services,

information, money) m-Commerce

The ability to interact with your customers, employees and suppliers at the point of need - anywhere, anytime through handheld mobile devices

IMPROVES

ADAPTATION

CONNECTIVITY

QUALITY

Why using mobile technology in Lufthansa?

ROI will increaseTo yield more productivity and improve efficiencyCost controlNeed to help the company to be more competitiveNeed to improve infrastructure

What customers are expecting?

Complaint handlingLow cost and more serviceEasy access to information requiredProper schedule of flightsEasy and comfortable journey

What are pilots/employees are expecting?

Need to solve problems fasterNeed to be able to connect anytime anywhereEasy access to dataStrong information system-right time, right

information

BENEFITS TO EMPLOYEES

Access current data electronicallyCan Work anywhereConvenient Time savingCost controlClass room training ended

QUESTION 1

Are many of Lufthansa’s challenges identified in the case similar to those being experienced by other businesses in today’s global economy? Explain and provide some examples.

Challenges are particular to Lufthansa’s situation, many are shared by other globalorganizations also, like

Provide a mobile workforce with equipment that fits their needs Capital to invest New employees have to be recruited with computer skills Not suitable for employees who are not adaptable to new technologies

and may take time to be accustomed to it. Provide adequate support to mobile operations while keeping a tight

control on cost and being able to justify the investment. Example could include: This problem may be faced by some transportation companies and

shipping companies while implementing mobile computing in their system.

QUESTION 2

What other tangible and intangible benefits, beyond those identified by Lufthansa, might a mobile workforce enjoy as a result of deploying mobile technologies? Explain.

Examples could include: Increased, all-around, communication within

• Organization • Personal relationships (family, friends, etc).Especially important for a highly mobile workforce such as airline

pilots. Remote access to

• Corporate applicationsImportant as more of the employee’s interaction is self-managed

(payroll systems, expense reports, etc.) The Communication & effectiveness of its service

representatives in addressing the customers’ needs, benefits business in several areas, such as Sales & Marketing, Customer Service and Operations.

BENEFITS TO CUSTOMERS

Flight information– Online timetable – Arrival and departure – Timetable to download– Information via SMS – Lufthansa Mobile Services

In-flight access internet to customers via FlyNet project Improve Customer relationship Low ticket prices Providing data to support new initiatives, to solve issues

QUESTION 3

Lufthansa was clearly taking a big risk with their decision to deploy notebook computers to their pilots. What steps did they take to manage that risk and what others might be needed in today’s business environment? Provide some examples.

Steps taken to manage the risk:

Ensured that technical specifications for the equipment were acceptable to both pilots and the union

Increased the chances of use by providing convenient alternatives to traditional tasks (such as carrying manuals and technical documents around).

Standardized on a unique hardware and software platform to reduce support and upgrade costs.

Before mass implementation feedback has been taken in phases to understand the feasibility.

Pilots may not be efficient to work on notebooks so for this initial training is given accordingly.

CONCLUSION

Mobile technology Improves business processes Improves return on investmentsReduce cost and timeCustomer and employee satisfaction

So every business organization will be benefitted by implementing Mobile technology as Lufthansa.

THANKYOU