tap it embracing mobility @ mobile edge '14
TRANSCRIPT
26-‐01-‐2012
Embracing Mobility Group TAP Challenges, Experience and Case Studies
2
INDEX i. TAP Facts and Figures
ii. Mobile Impact on Airlines
iii. Business and IT Challenges
iv. What we have been doing
v. Case Studies
3
TAP Facts & Numbers
4
TAP Facts & Numbers • Portuguese Flag Company founded in 1945
• OperaBng an average of 296 flights a day
• TAP's network reaches 88 desOnaOons across 38 countries
• Fleet 77 AircraRs – Airbus, Fokker e Embraer
• 10 M Passengers in 2013
• Turnover: 2.671,5 Euro million ⁱ
• Number of employees: 12.856 ⁱ
ⁱ TAP Group 2013 Annual Report
Awards
Best Airline Company Trustworthy Brand World’s Leading Air Company for South America
(for 3 consecuBves years)
World’s Leading Airline to Africa
3rd Best Airline of Southern Europe
5
INDEX i. TAP Facts and Figures
ii. Mobile Impact on Airlines
iii. Business and IT Challenges
iv. What we have been doing
v. Case Studies
6
Enterprise Mobility • IDC sees a transiBon to the third IT
plaWorm, with mobility at its heart
• Enterprise Mobility isn't new, what
changed?
– Device Costs
– Devices evoluBons (processor capaciBy, camera,
geo-‐locaBon,etc)
– Faster and Cheaper CommunicaBons
Source: IDC
TRAVEL EXPERIENCE
THE AIRLINETRENDS.COM TOP 10 1. Airlines let flyers download content to their personal device before the flight 2. airBalOc lets passengers customize their buy-‐on-‐board meal 3. BriOsh Airways to trial electronic baggage tag 4. Norwegian’s new Dreamliner features geotainment and in-‐seat ordering of F&B 5. Delta provides cabin crew with Nokia Lumia ‘onboard retail’ smartphones 6. Air Canada’s new LCC ‘rouge’ teams with Disney for customer service training 7. Airlines encourage passengers to provide service feedback via apps and cards 8. Delta teams up with WesOn Hotels for ‘Heavenly’ onboard ameniOes 9. Dallas/Fort Worth Airport new security check experience is sponsored by Marrioe 10. Qantas trials locaOon-‐based ‘social listening’ in its airport lounges
Mobile technology is transforming the travel experience. The always-‐connected traveler will expect services that simplify and more enjoyable customer experience.
Source: A
MAD
EUS, April 20
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MOBILE WORKFORCE
THE AIRLINETRENDS.COM TOP 10 1. Airlines let flyers download content to their personal device before the flight 2. airBalOc lets passengers customize their buy-‐on-‐board meal 3. BriOsh Airways to trial electronic baggage tag 4. Norwegian’s new Dreamliner features geotainment and in-‐seat ordering of F&B 5. Delta provides cabin crew with Nokia Lumia ‘onboard retail’ smartphones 6. Air Canada’s new LCC ‘rouge’ teams with Disney for customer service training 7. Airlines encourage passengers to provide service feedback via apps and cards 8. Delta teams up with WesOn Hotels for ‘Heavenly’ onboard ameniOes 9. Dallas/Fort Worth Airport new security check experience is sponsored by Marrioe 10. Qantas trials locaOon-‐based ‘social listening’ in its airport lounges
Mobile services are transforming operaOons
Sources: SITA.aero + Flight Global
• Improving producOvity in the aircra_ by moving from paper to digital processes using tablets and wireless connecBvity (ie EFB, Cabin Crew Management).
• A new wave of services using tablets for airline on airport operaOons such as ground operaOons and aircraR maintenance.
• Higher degree of interacOon between FLIGHT CREWS and MRO teams. This helps maximize efficiency and minimize turn-‐around Bmes
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INDEX i. TAP Facts and Figures
ii. Mobile Impact on Airlines
iii. Business and IT Challenges
iv. What we have been doing
v. Case Studies
10
Business Technology InnovaOons
Service Line ProducOon Service PorWolio
Service Line Renewal
TAP Group Business Process
TAP IT -‐ GENERAL SERVICE PORTFOLIO
Revenue AccounOng
Human Resources LogisOcs Audit &
Legal Health Care
Pax & Cargo Sales Flight & Airport OperaOons
Ground OperaOons
Maintenance, Repair & Overhaul
Network Management
Enterprise Performance Finance
Business to Consumer Values Increase quality of service.
Increase compeBBve differenBaBon.
Improve customer saBsfacBon.
Improve brand percepBon.
Deepen customer engagement and loyalty.
Understand customer behavior.
Drive increased sales through personalized offers.
Use new value-‐added services.
Business to Enterprise Value Increase worker producBvity
Extend exisBng applicaBons.
Reduce fuel, or fleet maintenance costs.
Increase compeBBve differenBaBon decision making.
Increase employee responsiveness
MOBILE BUSINESS VALUES
Execs
Knowledge Workers
Task Workers
Consumers
Dashboards Management Apps Customer View Apps Employee ProducBvity Apps CollaboraBon Apps Business Analysis Apps Field Service Apps Sales Apps Industry Apps MarkeBng Apps Banking Apps Commerce Apps
.
End-‐User
Easy to Use
Device Choice
Enterprise
Security
Device & App Managament
Device and Backend Diversity
Development Tools & TCD / TCO
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INDEX i. TAP Facts and Figures
ii. Mobile Impact on Airlines
iii. Business and IT Challenges
iv. What we have been doing
v. Case Studies
13
MOBILE COMPETENCE CENTER
SERVICES
• Centralized Strategy • Architecture • Standards
SOLUTIONS
• Web Mobile • Smart Clients • LocalizaBon • NFC • RFID • M2M
PLATFORMS
• Iphone/iPad • Android • Windows Phone/Mobile/CE
• HTML5 • Frameworks
Help to establish a centralized strategy, that involve architecture, standards definiOons and technical skills to implement the strategy.
We are able to deliver:
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Development Matrix (NaOve/Web/Hybrid) CRITERIA INPUTS NATIVE HYBRID WEB
Cost of Development L K J MulB-‐Plajorm L K J User Experience J K L Features & Performance J K L Maintenance L K J
NATIVE : the best experience, but at higher cost (typical for B2C soluBons) HYBRID: economies of scale, but at the expense of user experience (B2E/B2B -‐offline support)
WEB: widest reach, but at the expense of user experience and performance (B2E/B2B)
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Enterprise Mobility – Macro Architecture
MDM (Mobile Device Management) Mobile asset tracking, device provisioning
MAM (Mobile ApplicaBon Management) Access control to mobile applicaBons (user
authenBcaBon, push noBficaBons, usage analyBcs,…)
MAD (Mobile ApplicaBon Development) Integrated development Environment
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Some of our Portofolio
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INDEX i. TAP Facts and Figures
ii. Mobile Impact on Airlines
iii. Business and IT Challenges
iv. What we have been doing
v. Case Studies
RFID
TAP Portugal order 12 Airbus A350XWB. This is the first commercial aircraR equipped with RFID Technology embedded on:
• Avionic systems (cockpit & bay) • CommunicaBon, electrical, hydraulic, cabin systems • More than 1500 parts targeted with RFID
• RFID on parts an enabler for cost reducOon & lean maintenance. • Reduce administraBon costs of parts idenBficaBon • Increase quality of data in Maintenance InformaBon Systems (MIS) • Introduce process monitoring capabiliBes
RFID is the idenOficaOon of remote objects, through the use of specific tags, via radio transmission. RFID also enables the recording and automaBc reading of data of the micro-‐chips of these tags.
Automatic read/write
• Time spent searching for parts • Work disrupBon if part mislaid or lost
Repair
• Time spent searching for parts • No confirmaBon of parts availability for reassembly • Quick inventory
LogisBcs
• Management of mini-‐module kipng
Sub-‐assembly
TAP ME -‐ MEERA Case Study Problem: To control over 10.000 parts, simultaneously at the Engine Workshop…
SoluOon: Implement RFID Technology with Mobile Devices
TURN AROUND TIME (TAT) REDUCTION
BETTER VISIBILITY OF ENGINE PARTS
COST REDUCTION
PRODUCTIVITY INCREASED THROUGH BETTER
PROCESS EFFICIENCY
INCREASED PROCESS RELIABILITY
Investment 750 K€
ROI* 2.52 M€/year
* Providing same number of engines/year
TAP ME -‐ MEERA Case Study
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# Downloads
ü TAP mobile applicaBons with more than 3,3 million visits in 205 countries.
ü Since 2014, our TAP’s Free App, is available in the 3 major mobile ecosystems ( iOS, Android and Windows)
TAP implemented a mobility strategy focused on the increase of TAP customer saOsfacOon. In our TAP’s Free App, we offer various funcBonalites to our clients, such as Loyality Account informaBon, book flights, check-‐in, flights departures & arrivals and informaOon about your TAP desOnaOon.
TAP PORTUGAL MOBILE – B2C APP
55,000
90,000
142,000
28,000
43,000
-‐
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
180,000
200,000
2011 2012 2013
IOS Android
CAGR 11-‐13 = 71,1%
TAP Serviços -‐ FlyStaff Case Study FlySTAFF is internal self-‐service soluOon for automaOon of the Ocket reservaOon and emission processes for staff. The aim of this applicaBon is to simplify processes and procedures, saBsfy employees’ needs, and provide them with more informaBon and autonomy. Target Audience: More than 7.000+ acOve and reBred employees Challenge: Increase employee responsiveness. Employee as a acOve part in the process of decentralizaOon and improvement of the Human Resources management processes
TAP M&E -‐ Line Maintenance This soluOon aims to give Line Maintenance Mechanics the right informaOon at the right Ome, i.e., real Ome informaOon related to their tasks, planned or not planned, accordingly AP's Flight Planning applicaBon.
TAP M&E -‐ Line Maintenance
26-‐01-‐2012
Embracing Mobility Group TAP Challenges, Experience and Case Studies Fernando de Araújo Pereira [email protected]