This document discusses TAP's embrace of mobility and mobile technologies. It provides an overview of TAP, including facts and figures about the company. It then discusses how mobility is impacting airlines and the business and IT challenges involved. The document outlines the services and solutions TAP's mobile competence center provides. It presents several case studies of mobile apps and solutions TAP has implemented, including apps for customers and employees, using RFID technology in maintenance, and providing information to line maintenance mechanics.

1. 26-­‐01-­‐2012
Embracing
Mobility
Group
TAP
Challenges,
Experience
and
Case
Studies

2. 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. 3
TAP
Facts
&
Numbers

4. 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
Awards
Trustworthy
Brand
ⁱ
TAP
Group
2013
Annual
Report
Best
Airline
Company
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. 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. 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

7. TRAVEL
EXPERIENCE
Mobile
technology
is
transforming
the
travel
experience.
The
always-­‐connected
traveler
will
expect
services
that
simplify
and
more
enjoyable
customer
experience.
Source:
AMADEUS,
April
2011

8. MOBILE
WORKFORCE
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

9. 9
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. 10
TAP
IT
-­‐
GENERAL
SERVICE
PORTFOLIO
Business
Technology
InnovaOons
Service
Line
ProducOon
Service
PorWolio
Service
Line
Renewal
TAP
Group
Business
Process
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

11. Business
to
Enterprise
Value
Increase
worker
producBvity
Extend
exisBng
applicaBons.
Reduce
fuel,
or
fleet
maintenance
costs.
Increase
compeBBve
differenBaBon
decision
making.
Increase
employee
responsiveness
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.
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
.
Development
Tools
&
TCD
/
TCO
End-­‐User
Device
Choice
Easy
to
Use
Enterprise
Security
Device
&
App
Managament
Device
and
Backend
Diversity

12. 12
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. 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:

14. 14
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)

15. 15
Enterprise
Mobility
–
Macro
Architecture
MAD
(Mobile
ApplicaBon
Development)
Integrated
development
Environment
MAM
(Mobile
ApplicaBon
Management)
Access
control
to
mobile
applicaBons
(user
authenBcaBon,
push
noBficaBons,
usage
analyBcs,…)
MDM
(Mobile
Device
Management)
Mobile
asset
tracking,
device
provisioning

16. 16
Some
of
our
Portofolio

17. 17
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

18. RFID
RFID
is
the
idenOficaOon
of
remote
objects,
through
the
tags,
via
radio
transmission.
RFID
also
enables
the
recording
and
automaBc
reading
of
data
of
the
micro-­‐chips
of
these
tags.
TAP
Portugal
order
12
use
of
specific
Airbus
A350XWB.
This
is
the
first
commercial
aircraR
equipped
with
RFID
Automatic
read/write
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

19. • Time
spent
searching
for
parts
• Work
disrupBon
if
part
mislaid
or
lost
Repair
LogisBcs
•
Time
spent
searching
for
parts
•
No
confirmaBon
of
parts
availability
for
reassembly
•
Quick
inventory
• 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

20. TAP
ME
-­‐
MEERA
Case
Study

21. 21
TAP
PORTUGAL
MOBILE
–
B2C
APP
#
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.
IOS
Android
55,000
11-­‐13
=
71,1%
90,000
142,000
28,000
43,000
200,000
180,000
160,000
140,000
120,000
100,000
80,000
60,000
40,000
20,000
-­‐
CAGR
2011
2012
2013

22. 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

23. 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.

24. TAP
M&E
-­‐
Line
Maintenance

25. 26-­‐01-­‐2012
Embracing
Mobility
Group
TAP
Challenges,
Experience
and
Case
Studies
Fernando
de
Araújo
Pereira
fdapereira@tap.pt