Case_Study_on_American_Airlines by Ankona Roy MBA HR

Case_Study_on_American_Airlines by Ankona Roy  MBA HR

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About American Airlines, Inc.
Founded in 1930, American Airlines, formerly American
Airways, Inc., was the result of the consolidation of
more than 80 small airlines into the Aviation
Today, American Airlines is one of the largest airlines
in the world. American Airlines, American Eagle and
the AmericanConnection® carrier serve 260 airports in
more than 50 countries and territories with, on average, more than 3,500 daily flights.
American’s network covers points throughout North
America, the Caribbean, Latin America, Europe and the
Pacific. American has five major cornerstone markets:
New York, Los Angeles, Dallas/Fort Worth, Chicago and
Miami, where its network resources are concentrated
and connect some of the largest U.S. population centers for business travelers. The combined network fleet
numbers more than 900 aircrafts. On an average day,
American Airlines and American Eagle welcome almost
300,000 customers onto their aircraft, help book flights
and answer questions for 110,000 customers who call
their reservation centers, deliver 250,000 checked bags
to their final destination, and load and transport more
than 2.7 million pounds of cargo.

The Business Challenge

American Airlines and its associated companies have
been winning accolades such as the 2011 World Airline
Awards, for exemplary customer service, and this
remains a key mandate for the airline. A stellar
mobility strategy is vital for AA to maintain these
soaring standards.
American Airlines uses a wide variety of mobile devices
depending on the needs of the specific work group running on the best available cellular carrier or American
Airlines dedicated Wi-Fi network. Mobile applications
include Bag Scanning/Aircraft Load and Balance Finalization, Driver Information on Routings, Flight Information for Baggage Carts, and are also used by Fleet
Service Clerks responsible for transportation of luggage
and freight, Lost or Misrouted Bag Tracking, Cargo
Warehouse Freight Location Tracking, Airport Agent
Customer Assistance and Dynamic Manning.
Prior to implementation of SOTI MobiControl, individual business areas or their service providers wrote
custom deployment software and lockdown security
as part of the application. This was very expensive and
beyond pushing new software to devices, this provided
no remote management capability and was generally
ineffective for Mobile Device Management. Initially,
American looked to MobiControl to fulfill requirements
for the Application Management and Remote Control
capabilities for remote field troubleshooting, training,
and software issues that could be solved remotely.
The initial deployment allowed the Development and
Help Desks to remotely solve end-user issues (training)
and specific software issues that could be not be managed otherwise.

The Solution

SOTI MobiControl was recommended to American
Airlines by Stratix Corporation as a tactical solution to
Mobile Device Management for the Airport Services
Division. As mobile requirements and product suites
have grown, American has subsequently looked at
MobileIron, AirWatch and Afaria. American’s Airport
Services division initially set up MobiControl in a lab
environment at its headquarters. Following some pilot
deployments of the applications mentioned above, the
Cargo Division saw the success Airport Services was
having and took the next step, which was deploying
MobiControl in a production data center on a Virtual
Machine. These deployments were supported by SOTI
over the phone and went very smoothly.
In addition to the original requirements, the Cargo
division used MobiControl to help gauge and manage
Battery usage on the devices. They have also implemented a scripting tool that drives test cases through
the remote control feature that greatly aids in testing
and debugging in the Development Cycle. Prior to the
deployment, American had 500 mobile devices in the
field, but today, 4,000 devices are managed by MobiControl, and AA has plans to deploy thousands more.

The Result

American Airlines is very satisfied with MobiControl. Because of the operational nature of an airline,
MobiControl’s easy to use management console fits
American’s requirements. American has been able
to easily implement customized role-based usage
of the Management Console for Business Unit SMEs,
Developers, Help Desk, Deployment and Administration roles. Additionally, they are starting to implement platforms beyond Windows (Android, Apple)
and support consumer grade devices, and looking
forward to implementing the Web-based console.
Based on saving on individual development, lower
hardware costs, help desk function, the ROI across
the organization is easily in the tens of millions of
dollars. American’s mobile help desk, the Stratix
Service Center, estimates 90 to 95 percent of the
tickets created can be solved over the phone
with MobiContol.
The Future

As mobility has grown, American’s organization
has grown with it. There is now an Enterprise Mobility Solutions department that looks at Mobile
Services Management from a holistic approach.
This is from device evaluation, purchase, staging,
carrier billing, common software services (VPN,
Active Directory) and Mobile Device Management. Up to now, MDM has purely been looked at
an operational device level. American is actively
planning for a BYOD (Bring Your Own Device)
environment is looking to utilize MobiControl to
help manage, enforce policy and the security of
the AA network.
AA currently has the MobiControl deployment
server and database positioned in one physical
datacenter with clients distributed across every
airport that American Airlines or American Eagle
serves domestically as well as select international
locations. Growth plans include installation of
additional deployment servers geographically
dispersed to provide better business continuity in
event of a data center disaster.

Ankona Roy  MBA HR
Manager HR  [ Internship InCharge]
AirCrews Aviation Pvt Ltd
+91 70310 27893
Case_Study_on_American_Airlines by Ankona Roy  MBA HR

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