INTERACTIVE SESSION MANAGEMENT

Can You Run the Company with Your iPhone?

Can you run the company just by using your iPhone? using the Close Call app to describe situations and Perhaps not entirely, but there are many business upload photos to the call center. Once provided with functions today that can be performed using an the hazard's GPS coordinates, the call center will iPhone, iPad, or Android mobile device. Smartphones usually schedule repairs within 24 hours. and tablets have become all-in-one tools that help MyWork gives maintenance workers a simple managers and employees work more efficiently, overview of all of the jobs each team needs to com packing a powerful, networked computer into a plete during a specific shift. This mobile app clusters pocket-size device. With a tap or flick of a finger, jobs by location, skills required, and opening and these mobile devices can access the Internet or serve closing times. Using precise map coordinates, work as a telephone, camera, music or video player, an ers can find sites easily and finish jobs more quickly. e-mail and messaging machine, and, increasingly, a By electronically delivering daily job schedules to gateway into corporate systems. New software appli- over 14,000 maintenance staff members, MyWork cations for document sharing, collaboration, sales, has enabled them to complete over a half a million order processing, inventory management, schedul- work orders to date while minimizing interruptions. ing, and production monitoring make these devices British Airways is the largest airline in the United even more versatile business tools.

Kingdom, with operations in more than 200 airports Network Rail runs, maintains, and develops the worldwide. The airline has found many ways to use rail tracks, signaling, bridges, tunnels, level cross the iPad to improve customer service and operational ings, and many key stations for most of the rail efficiency. The airline has created more than 40 cus network in England, Scotland, and Wales. Keeping tom apps for over 17,000 iPads for its workforce that trains running on time is one of its top priorities. To have transformed the way it does business. maintain 20,000 miles of track safely and efficiently, Unforeseen disruptions can create long lines of

skilled workers must be equipped with appropriate passengers seeking flight information and rebooking. tools and work across thousands of sites throughout The FlightReact app used by British Airways mobi the rail network, 24 hours a day. Network Rail uses lizes agents to scan a boarding pass, review the cus a group of custom apps for its 22,000 iPhone and tomer's booking, look up alternate flight options, and iPad devices to streamline maintenance operations, rebook and reticket passengers-all within four min quickly capture incident data, and immediately share utes. iBanner allows agents to identify passengers critical information.

transferring onto a specific flight, while iTranslate Several apps help Network Rail improve railway per- enables staff to communicate easily with travelers formance and safety. The Close Call app helps employ- speaking any language. ees report hazards as they are found so problems can Inside the airport, iPads and iPhones communi be addressed quickly. The MyWork app gives mainte- cate with low-energy wireless Bluetooth signals from nance teams all the information they need to start and iBeacon, notifying customers of Wi-Fi access, gate complete repair tasks. The Sentinel app allows field locations, and flight updates. Beyond the terminal, managers to electronically scan ID cards to verify that mobile apps are helping British Airways to improve workers are qualified to perform specific tasks.

the aircraft turnaround process. British Airways has the iPhone and iPad apps provide maintenance more than 70 planes at London Heathrow Terminal, technicians with current technical data, GPS loca- five turning around at once, and each requiring a tions, and streamlined reports, replacing cumber- team of around 30 people. To shorten and streamline some reference books and rain-soaked paperwork this process can generate huge business benefits. That slowed the repair process. Many service calls Loading luggage and cargo onto an aircraft is one start with hazardous conditions reported by Network of the most complex parts of the turnaround pro Rail employees themselves. Rather than waiting cess, requiring detailed communications between hours to fill out a report at the depot, workers can the turnaround manager (TRM), who coordinates take pictures of dangerous situations right away, and manages the services around the aircraft during

departure and arrival, the offsite Centralized Load Control (CLC) team, and the pilot. With iPads run- ning the iLoad Direct app, turnaround managers are able to monitor the aircraft loading process and share data with pilots and back-office staff in real time. TRMs can receive and input real-time data about the aircraft load's contents, weight, and distribution. These data are essential to help the pilot calculate the right amount of fuel and position the plane for take-off. By streamlining communications between the ground crew, the CLC team, and the pilot, iLoad Direct and iPad speed up the pace at which aircraft become airborne. These mobile tools have helped British Airways achieve an industry-leading bench mark for aircraft turnaround.

In addition to facilitating managerial work, mobile devices are helping rank-and-file employees manage their work lives more effectively. Shyft is one of several smartphone apps that allow workers to share information, make schedule changes, and report labor violations. Thousands of employees at chains like Starbucks and Old Navy are using these apps to view their schedules and swap shifts when they've got a scheduling conflict or need extra work.

CASE STUDY QUESTIONS

1. What kinds of applications are described here?

What business functions do they support? How do they improve operational efficiency and decision making?

2. Identify the problems that the business in this case study solved by using mobile digital devices.

3. What kinds of businesses are most likely to benefit from equipping their employees with mobile digital devices such as iPhones and iPads?

4. One company deploying iPhones has stated, The iPhone is not a game-changer, it's an industry changer. It changes the way that you can interact with your customers" and "with your suppliers." Discuss the implications of this statement.