Case 1: Is it possible to run a business using smart phones? Can you run a business just with your iPhone? Perhaps not c

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Case 1: Is it possible to run a business using smart
phones?
Can you run a business just with your iPhone? Perhaps not
completely, but there are many corporate functions today that can
be accomplished using a smart phone or tablet. These mobile devices
have become all-in-one tools that help executives and staffs work
more efficiently, packing a powerful, internet-enabled computer
into a palm-size equipment. With a tap or click of a finger, these
mobile devices can access the Internet or serve as a telephone,
camera, video/audio player, an e-mail and messaging machine, and,
increasingly, a gateway into corporate systems. New software
applications (or apps) for document sharing, collaboration, sales,
order processing, customer services, inventory management,
scheduling, and production monitoring make these devices all-around
business tools.
Network Rail runs, maintains, and develops the rail tracks,
signaling, bridges, tunnels, level crossings, and many key stations
for most of the rail network in England, Scotland, and Wales.
Keeping trains running on time is one of its top priorities. To
maintain 20,000 miles of track safely and efficiently, skilled
workers must be equipped with appropriate tools and work across
thousands of sites throughout the rail network, 24 hours a day.
Network Rail uses a group of custom apps for its 22,000 iPhone and
iPad devices to streamline maintenance operations, quickly capture
incident data, and immediately share critical information.
Several apps help Network Rail improve railway performance and
safety. The Close Call app helps employees report hazards as they
are found so problems can be addressed quickly. The MyWork app
gives maintenance teams all the information they need to start and
complete repair tasks. The Sentinel app allows field managers to
electronically scan ID cards to verify that workers are qualified
to perform specific tasks.
The iPhone and iPad apps provide maintenance technicians with
current technical data, GPS locations, and streamlined reports,
replacing cumbersome reference books and rain-soaked paperwork that
slowed the repair process. Many service calls start with hazardous
conditions reported by Network Rail employees themselves. Rather
than waiting hours to fill out a report at the depot, workers can
take pictures of dangerous situations right away, using the Close
Call app to describe situations and upload photos to the call
center. Once provided with the hazard’s GPS coordinates, the call
center will usually schedule repairs within 24 hours.
MyWork gives maintenance workers a simple overview of all of the
jobs each team needs to complete during a specific shift. This
mobile app clusters jobs by location, skills required, and opening
and closing times. Using precise map coordinates, workers can find
sites easily and finish jobs more quickly. By electronically
delivering daily job schedules to over 14,000 maintenance staff
members, MyWork has enabled them to complete over a half a million
work orders to date while minimizing interruptions.
British Airways is the largest airline in the United Kingdom,
with operations in more than 200 airports worldwide. The airline
has found many ways to use the iPad to improve customer service and
operational efficiency. The airline has created more than 40 custom
apps for over 17,000 iPads for its workforce that have transformed
the way it does business.
Unforeseen disruptions can create long lines of passengers
seeking flight information and rebooking. The FlightReact app used
by British Airways mobilizes agents to scan a boarding pass, review
the customer’s booking, look up alternate flight options, and
rebook and reticket passengers—all within four minutes. iBanner
allows agents to identify passengers transferring onto a specific
flight, while iTranslate enables staff to communicate easily with
travelers speaking any language.
Inside the airport, iPads and iPhones communicate with
low-energy wireless Bluetooth signals from iBeacon, notifying
customers of Wi-Fi access, gate locations, and flight updates.
Beyond the terminal, mobile apps are helping British Airways to
improve the aircraft turnaround process. British Airways has more
than 70 planes at London Heathrow Terminal, five turning around at
once, and each requiring a team of around 30 people. To shorten and
streamline this process can generate huge business benefits.
Loading luggage and cargo onto an aircraft is one of the most
complex parts of the turnaround process, requiring detailed
communications between the turnaround manager (TRM), who
coordinates and manages the services around the aircraft during
departure and arrival, the offsite Centralized Load Control (CLC)
team, and the pilot. With iPads running 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
benchmark 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 Questions (answer all three questions
below):