Case 2: Lufthansa: Taking Mobile Computing to the Skies While Keeping the Mobile Workforce Connected

Case Study Questions And Answers:

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.

Answer:

Yes, the challenges faced by Lufthansa are similar to those being experienced by other businesses in today’s global economy.

While the specifics of each challenge are particular to Lufthansa’s situation, many are shared by other global organizations. Examples could include:

• Provide a mobile workforce with equipment that fits their needs while it does not get in the way of accomplishing their objectives (not only technical specifications, but also upgrades and updates, stability, etc)
• Distribute training and other non-directly value-adding activities during non-productive periods both to maximize efficiency and reduce downtime
• Provide adequate support to mobile operations while keeping a tight lid on cost and being able to justify the investment

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.

Answer:

Examples could include:

• Increased, all-around, communication, both with the organization and with personal relationships (family, friends, etc). Especially important for a highly mobile workforce such as airline pilots.
• Remote access to corporate applications, important since increasingly more of the employee’s interaction is self-managed (payroll systems, expense reports, etc.)

Business benefits accrue in several different areas, such as Sales & Marketing, Customer Service and Operations. The value of those communications, and the effectiveness of its service representatives in addressing the customers’ needs.

Additional benefits could include:

• Measuring the response to a new offer or destination by reviewing both the amount and timing (relative to the announcement) of calls inquiring about it.
• Providing data to support new initiatives, either to solve issues being currently presented or to justify new investments.

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.

Answer:

Steps taken to manage the risk:

• Ensured that technical specifications for the equipment were acceptable to both pilots and the union, given the very special work environment they would be used in.
• Increased the chances of user buy-in by providing convenient alternatives to traditionally cumbersome tasks (such as carrying manuals and technical documents around)
• Standardized on a unique hardware and software platform to reduce support and upgrade costs
• Structured the process in phases, pilot and general deployment, to both assess feasibility and obtain feedback before mass implementation