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IT ERP – Center of Excellence

SAUDI ARABIAN AIRLINES AND SAP

PARTNERING FOR SUCCES

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15 of the Top 23 largest European Carriers run SAP *(by scheduled passengers carried)

7 out of the Top 10* largest airlines run SAP *(by scheduled passengers carried)

1.6 billion of the world’s

passengers

flown by SAP Customers

16 out of 29

Airlines with over 100 destinations run SAP

SAP Presence within the Airline Industry

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Strong SAP Presence Within the Major Alliances

One World Star Alliance Skyteam

Enterprise Mobility for Airlines

Jeddah - April 6, 2013

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Agenda

• Mobility: Make a Better Choice

• Successful Airlines

• Impact of Mobility on the Airline industry

• How Mobility Helps Transform Airlines Business

• Exercise: Business Areas‟ Groups

• Airlines Use (Business) Cases with Demos

• Four Pillars of Enterprise Mobility at Airlines

• Mobility Deployment Across the Airline Organization

• SAP Mobile Platform (SMP)

• How SMP Helped Transforming the Business of its Customers

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Successful Airlines . . .

New ancillary revenue and

up-sell opportunities

More personalized service

and self-service

Improved efficiency on the

basis of enhanced

technology

More Targeted Sales &

Marketing

Improved Customer

Service

Streamlined Operations

and MRO Operations

Differentiate through excellence in service while operating profitably

and expanding revenue

They do it by…

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How Mobility Helps Transform Airlines Business Opportunities for Saudi Airlines

Operations

Service Visibility

Crew Management

In-flight Operations

Fuel Management

Ground services workflows

Cargo management

Engineer & MRO

Work Order Management

Line Operations

Quality assurance

Equipment, materials management

Inventory Management

Service Management

Inspection Management

Corporate Services

Support financial operations

Sourcing & procurement

Reporting Any-time Any-where

Project Services

Keep track of financial data

Enable real-time decision making

Human resources operations

Sales & Marketing

Maintain Business partner data

„Real-time‟ targeted advertisement to passenger while travelling

Ancillary sales & services

Booking and authorization

Sales Opportunity Overview

Customer Service

Loyalty Management

In-flight services for passengers

Mobile ticketing

Trip Support

Real time customer

support & feedback

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Business Areas Groups

Exercise Corporate

Services

Engineering &

MRO

Operations

Sales &

Marketing

Customer

Services

Employee

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Corporate Services Run better

Streamlined Corporate

Services

Corporate Services

Use Cases

1. e-services to employees covering training, leaves, and travel request with native

integration with AMADEUS, time sheet capturing for employees and contractors

2. e-services to managers covering the approval work flow for all required

transactions e.g. leave, expenses, time sheet, purchase orders, training, etc…

3. Staff communication, information sharing, and news letters

4. Executive financial and performance analytics through mobile dashboards

focusing on route profitability and revenue management

5. Employee directory lookup and information sharing about crews

6. HS&E incident recording and reporting

MOBILITY

B2E mobile app

Benefits

Reduce overall cost by increasing processes

efficiency

Improve overall employee satisfaction

Improve transparency and visibility of financial and

operational performance

Increase decision making speed and hence

implement changes faster

External Users

Contractors

Internal Users

Pilots and Crew

Employees

Managers

Senior executives

Corporate Services

Demos

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Operations Simply efficient

Streamlined Operations &

MRO

Operations

Use Cases

1. Unified AOC and EFB devices supporting AOC applications that cover Inflight

and on the ground applications (EFR digital signatures, digital trip packet,

dangerous goods, flight closeout, aircraft performance, etc.)

2. Inflight information management with a mobile application containing real time

info on weather, ATC updates, airplane queue, FOQA, AAR/AHM, AML, etc…

3. Crew management with real time scheduling duty time, rests, recoveries

4. Collection of pilots and cabin sentiment, information sharing, blogs,

experiences, engineering/technical issues

MOBILITY

B2E mobile app

Regular and

ruggedized devises

will be needed

Benefits

Reduced cost of paper each plane carries due to

digitization of reference manuals

Improved fuel efficiency due to real-time visibility to

critical information

Improved pilot and cabin crew rostering utilization

Improve Inflight staff efficiency, secure Crew

composition, and on time scheduling

Improve employee satisfaction

External Users

NA

Internal Users

Pilots

Cabin crew

Ground handling

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Operations Simply efficient (Cont’d)

Streamlined Operations &

MRO

Operations

Use Cases

5. Goods receipt of the ground for handling and catering related items during

aircraft turnaround (pushback, air bridge management

6. Goods issue and control in real time of customer reliability/solvability; shipment

allowance; actual weight; traffic data, etc… (Cargo Management)

7. Approval workflow for all air operations and ground services operations

MOBILITY

B2E mobile app

Regular and

ruggedized devises

will be needed

Benefits

Increase revenue-generating cargo

Increase business processes efficiency on ground

handling and air operations

Reduce cost and eliminate downtime

Increase revenue by better Invoicing

Accelerate financial closing time

External Users

Suppliers

Cargo Customers

Internal Users

Ground handling

Air ops teams

Cabin crew

Operations

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Engineering & MRO Improve assets safety and reliability

Streamlined Engineering

Operations & MRO

Engineering & MRO

Use Cases

1. Airline maintenance technician (AMT) mobile enablement to plan, execute, and

monitor all line maintenance and inspection activities, tasks, job orders,

publication, spares, packages, etc…

2. Resolution reporting of aircraft quality non-conformance and publishing of

technical manuals to engineering group, communicate damage details/images

and Real time response and collaboration among AMT and engineering

3. Quality Assurance to include inspection findings, approvals & workflows, quality

audit management & execution

4. Equipment, materials management for receipt, issue, count stock,

MOBILITY

B2E mobile app

Regular and

ruggedized devises

will be needed

Benefits

Increased AMT productivity due to reduced number

of round-trips between plane and line shack

Fuel savings due to reduced number of round-trips

between plane and line shack

Increased efficiency due to faster resolution of

engineering requests.

Reduced late-delivery penalties / refunded revenue

due to better on-time performance driven by faster

resolution of engineering issue

Reduced inventory cycle count time through better

inventory visibility

Reduce AMT repair / flight check cycle time through

better inventory visibility

External Users

Suppliers

OEMs

Internal Users

Technicians

Engineers

Maintenance

planners

Engineering & MRO

Demo

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Customer Services Improve customer experience throughout the journey

Improved Customer

Experience

Customer Service

Use Cases

1. Journey information management push of advises, traffic jam, railway/bus

strikes (provide other options), queues at security, immigration (other checks)

2. Personalized passenger recovery management schedule/gate changes flight,

status, rerouting, new connecting flights including boarding gate and hotels

3. Customer feedback and sentiment capture directly or through social media

4. Personalized inflight customer care by cabin crew to cater for loyal customers

5. Loyalty program management integrated with other partner programs

MOBILITY

A B2C mobile

application compatible

to all devices and

operating systems

B2E inflight app

Benefits

Increase customer satisfaction and overall journey

experience

Enhance passenger flow within the airport

particularly in recovery and security check-ins

Decrease late arrivals and departures

Drive ancillary sales revenues covering e.g. shop,

in-flight, hotel, car rentals, etc…

External Users

Travellers

Internal Users

Cabin crew

Travel agents

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Sales & Marketing Increase market share and drive sales revenues

Sales & Marketing

More Targeted Sales &

Marketing

Use Cases

1. Reservation and booking of tickets as well as online check-in

2. Purchasing complementary travel services e.g. train tickets, car rentals, hotels,

tourism packages e.g. Umrah

3. Purchasing of ancillary products before, during, or after the flight

4. Reporting dashboard for sales & marketing and executive management to view

up to date/real time sales and load factors

MOBILITY

A B2C mobile

application compatible

to all devices and

operating systems

Internal dash boarding

application for

reporting

Benefits

Increase reach and market share to new market

segments by leveraging strong mobile penetration

inside and outside of KSA

Facilitate booking and payment for all demographics

with different payment method capabilities e.g. cash

and/or credit card

Increase advertising reach and potentially converting

it to a more direct and personalized advertising

Drive ancillary sales revenues covering e.g. shop, in-

flight, hotel, car rentals, etc…

External Users

Travellers

Internal Users

Sales & Marketing

analysts

Management

Customer Service

Sales & Marketing

Demo

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Four Pillars of Enterprise Mobility at Airlines

Strategy and Vision

• Become a high-performance organization

by enriching and extending channels to

customers and consumers, as well as

improving efficiency of internal operations

by mobilizing strategic business systems

• Setting mobile solutions on top of

standardized, simplified and optimized

processes and systems

Governance and Organization

• Leverage established governance

structures enhanced by mobility

competencies

• Attach mobility to running programs and

initiatives to boost their impact

• Utilize Enterprise Mobility Management

solutions to automate the roll-out and to

enforce policies and guidelines (e.g.

security policies)

Platform and Infrastructure

• Provide a central Enterprise Mobility

Management Solution including Mobile

Device Management, Mobile Application

Management and Device Security

Management

• Establish Mobility Foundation

Architecture serving all different use

cases (B2E, B2C and B2B)

Mobile Application Roadmap

• Gain quick wins by implementing “low

hanging fruits” (SAP Standard Apps)

• Start with a phased approach in

different areas (IT, Employees and Field

Workforce) to gain momentum and get

internal visibility (Success Stories,

Showcases, Additional Use Cases and

Buy In)

SAP Mobile Platform

Build, Accelerate & Transform Your Business

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Enterprise Mobility Requirements

Application

Development

Infrastructure

Platform Services

• iPhone

• iPad

• Android

• BlackBerry

• Windows Mobile

• Connection management

• Data security (on device and OTA)

• Version control

• Mobile client databases for offline use

• Data synchronization

• ERP, database, business app integration

• Device detection and management

• Logging & reporting

20%

80%

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©2012 SAP AG. All rights reserved.

2

Unique End-to-end Mobile Platform

SAP Business Suite Databases 3rd Party Applications

Mobile Enterprise

Application Platform (MEAP)

Mobile Device

Management

Mobile Consumer

Application Platform (MCAP)

LoB/Industry Apps Customer Apps Analytics Apps

SAP Store

SAP Mobility Platform

Support for All

Popular Devices

Instant

Mobilization

Full-Service

Platform

Support for SAP &

Third Party

Apps/Databases

Imple

menta

tio

n a

nd H

ostin

g S

erv

ices

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SAP Mobile Platform One Platform to minimize complexity

SAP Mobile Platform

OData Interface

Hybrid Web Container

Native Applications

Mobile Business Objects

Consume Heterogeneous mobile devices

BlackBerry

iPhone

iPad

Android

Windows 8

Windows Mobile

Create

Eclipse

Control Device and server management and security

Management Console

Connect Heterogeneous

data sources

Databases

Web Services

Software Applications

SAP Business Suite

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Gartner Magic Quadrant for B2E & B2C Mobile Application

Platform

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Sales application for mobile

agents for new construction sites

Mobile MRO solution for

Airplane Ramp Maintenance

SAP Mobility Customers

Transportation Gulf

Platform for productivity apps

and field maintenance

Show room sales for automotive

customers

Workflow approvals and

employee self-service portal

Workflow approvals for

management

Mobile solution for field

maintenance engineers

Mobile maintenance and

spare parts mgt. solution

Exploring broad operations

& passenger mgt. services

Norwegian Railways – using

Syclo for track maintenance

Enterprise wide, web-based,

centralized, on-line e-maintenance

management system

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27

Questions ?

Run Better

fly…

Thank You!

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