Implementing AI in Etihad Airways: Project Plan

This is a project management report for discussing the processes and techniques involved in implementing artificial intelligence (AI) in the airport by Etihad Airways. This has every essential elements of a project management report like project objectives, organization objectives, Gantt charts etc.

Running head: ETIHAD AIRWAYS
Assignment Task - 2: Project Plan
[Etihad Airways]
Name of the student:
Name of the university:
Author note:

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Executive summary
This is a project management report for discussing the processes and techniques involved in
implementing artificial intelligence (AI) in the airport by Etihad Airways. This has every
essential elements of a project management report like project objectives, organization
objectives, Gantt charts etc.

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Table of Contents
Project objectives.............................................................................................................................3
Organizations objectives..................................................................................................................3
Project scope....................................................................................................................................4
Project assumptions.........................................................................................................................5
Project roles and responsibilities.....................................................................................................6
Timeline with Gantt charts..............................................................................................................7
Risk management.............................................................................................................................8
Stakeholder management...............................................................................................................11
Project funding...............................................................................................................................13
TQM philosophies using Six sigma, Kaizen and JIT....................................................................13
References......................................................................................................................................15

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Project objectives
This generally describes the objectives, which a project follow. This varies with the
nature of the project planning. A set of objectives for implementing a software will be different
to that of the objectives set for implementing a technology. Since this project is related with
implementing AI technology in Etihad Airways, this will have following as the project objectives
(Kerzner and Kerzner 2017):
Moving ahead: With the implementation of AI, Etihad Airways is intended to redefine the
travelers’ experience. Hence, this project is a way to move ahead with few technological
advancement being introduced to the system.
A communication resource: This project plan will let the people know the inclusion of the
technology in Etihad Airways.
A way to measure the progress of the project: Most importantly a project plan helps to
measure the progress of the project. It, therefore, becomes easier to identify project challenges
and its possible way outs.
Organizations objectives
On a broader aspect, there is one objective behind implementing AI, which is to
configure robots in airports and automate a few works to enhance operation efficiency in Etihad
Airways. Robots supposedly will take care of three different activities like reading the gait, body
language and more other characteristics that are classified as suspicious. The robot will also help
in baggage drop-off. Now, passengers can also follow their luggage. This will be a different
experience to them. AI will also help in accessing to coffee at airports. Passengers now can have

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an easy access to coffee stations. They will just be needed to enter the required code and will get
their cup filled with fresh and hot coffee.
Project scope
AI in the form of robots being installed in airports will help Etihad Airways enhance the
level of experience of its travelers. This is required considering that competition in the airlines
industry is constantly on a rise for offering competitive and innovative services. Etihad Airways
is a globally recognised name; however, retaining the same reputation is never going to be easier
for the company. There are a few companies trying to utilise the opportunities in adapting to the
fourth industrial revolution. If Etihad Airways does not take it seriously, this may certainly
damage its competency in long-term. Hence, the introduction of AI in airports will help Etihad
Airways to serve the purpose.
The implementation of AI robot powered by IBM Watson technology will require a lot of
activities to be performed to make it happen. The project will be completed within 80 days.
Deliverables
 A robot to be installed in the check-in zone in one of the airports in Abu Dhabi
Milestones
 Approval for permits – (find in the Gantt chart)
 Pouring the foundation – (find in the Gantt chart)
 Testing the robot using several quality assessment techniques such as FMEA and
Statistical techniques (find in the Gantt chart)
 Final inspection – (find in the Gantt chart)

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Involved Technical Process
 Setting up a project team to take care of the project
 Collaboration with the vendor of IBM Watson technology to get the implementation of
robot done in the airport
 Selecting a list of people to undergo a training on the “know how to use” of the
implemented robot. In this way, Etihad Airways will have a few people who will take
care of primary level of treatment of the robotic intelligence
 Designing an architecture showing how to install the robot
Project assumptions
This section covers a few assumptions being made for the project. The project is related with
installing an AI robot at one of the airports of Abu Dhabi. Etihad Airways as stated in the first
part of this assignment is aimed at introducing its initiatives with artificial intelligence (AI). The
implementation plan will be commenced with the help of technology powered by IBM and the
purchase of a robot form the trusted manufacturers. Hence, following are a list of few
assumptions for this project management work:
1. It is assumed that the project will be completed within 80 days
2. An integration between the software and hardware will be sourced through IBM
3. It is expected that the top management team will observe whether the project was able to
meet its objectives
4. The project can change in between the duration due to differing views of its stakeholders.
This will delay the project and increment the project cost.

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Project roles and responsibilities
The project will have a number of people taking care of various activities. These are (Kerzner
2017):
Executive sponsor: The implementation of AI will require a backup in the form of a variety of
supports like creating funding resources. Executive sponsor or leadership are the best people to
take care of the activity. A C-suite sponsor is what needed to backup this project. A C-suite
sponsor can also act as the project director.
Data engineer: Data engineers will take care of integrating data with the AI system.
Nevertheless, this is one of the most responsible jobs to perform in a technological
implementation. Since it is a very complicated process, hence, it is recommended to approach
this phase of the project with a dedicated team. The team can be formed with people having
expertise in data platforms like NoSQL databases and SQL.
Systems architect: Systems architect are the people who take care of the designing tasks.
Similar to data scientists, systems architect have a good amount of knowledge of various IT
models and frameworks. Systems architect can be more strategic if he or she understands the
business from operations perspective.
Data scientist: Data scientists are responsible for giving an actionable form to the set of data.
These people have generally a rich understanding and knowledge in technology. They normally
carry a degree in STEM (science, technology, engineering and mathematics) field.
DevOps engineer: The name is given to a collective group of professionals like development,
quality assurance and operational engineers. DevOps engineers work collaboratively with
developers, architects, data scientists and data engineers.

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Business analysts: They are specialist in acting as the middle man between the data science and
technology and the non-technical people. For example, a business analyst might work with the
marketing team to understand challenges they are facing with a newly assigned responsibility.
Moreover, the business analyst will be able to show them the way outs by using the data science
engineering.
Timeline with Gantt charts
Figure 1: Gantt chart
(Source: created by author)

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Risk management
Sections indicating Project
Plan
Risk Categories Examples of Project Risk
Integration Management
Management of Scope Requirements related to
Business
Quite complicated
Defining the Scope  Scope s certain to
alter
 Deliverables
Time Management Schedule Overly optimism about the
deadlines
Changing Priorities Priorities likely to change and
will certainly affect the
project schedule
Project Work Some under-estimated
element of project work is
needed to be included in
deliverables
Cost Management Project Funding  Funding cuts
 Cost estimates which
are not accurate
 Cost overruns
Quality Management Testing Testing misses a quality

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throughput
Customizations There are many
customizations required in a
project management
Quality Quality standards remain
unmet
Data Migration It may be a case that existing
data is of average standard
and cannot be converted to
new system
Documentation & training Generally lacks of training
and poor supporting
documentation
Resource Management Skills Generally lack the required
skill set
Lack of Resources Project generally lack enough
resources assigned to it
Technology  Any problem with the
technology impact
other tasks
 Software/hardware
may make things
complicated

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 Complex technology
 Technology
unavailability

Organization Can create resistance to
changes in the process
Staff turnover, availability of
project team
 Resources alteration
 Resources are hardly
available
 The project may loss
the project sponsor at
any point in time
Project Communication
Management
Dissemination  In terms of number of
stakeholders
 Dependencies on
other departments for
establishing critical
communication
Client Confusion Communications are usually
very complicated
Client Support The project lack of buy-in
Procurement Management Outsourcing Issues  Lack of vendor or
availability of supply

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 Deadlines are
generally missed in
outsourcing
Table 1: Risk management
(Source: Ajibola, Omiyale and Ogunwolu 2018)
The above table indicates the risk management, which is potentially a part of the AI
integration with Etihad Airways operations.
Stakeholder management
A project can have both internal and external stakeholders. Their contribution to this
project is being discussed as below (Ishak and Saad 2016):
Internal Stakeholders
Top Management: This includes like the president, vice-presidents, directors, division
managers etc. They are generally concerned with giving approval to a project and finally testing
the end-product.
Project Team Members: A project team is generally comprised of project manager and project
members. They actually take care of the practical tasks. In context to robotic implementation at
an airport, they will take care of a variety of tasks such as reading and understanding the set of
data and making this actionable.
The Manager: Managers are the middle man between the top management and project team.
They communicate the messages coming down from the top management. They keep taking

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sessions with the project team to know whether everything is fine. They try to provide the
possible solution to challenges that the project team faces.
Peers: Peers on a broader aspect are those people who are not a part of the project. It is
important for managers to be in communication with peers to help them understand the
importance of the project.
Resource Manager: A resource manager is responsible for accumulating and allocating the
required resources. A project manager will identify and communicate the resources, which the
project will require. A resource manager will ensure that the person is in communication with the
managers, top management team and the finance team to ensure these are made available to the
project team.
Internal Customers: Internal customers are those who are not actually the direct buyers but they
confirm whether the product or service has met its objectives.
External Stakeholders
Government: Any project will require an approval from the local government as the project may
affect the industry and so to the national economy.
External Customers: These are the people who will actually decide whether the project is a
success. They are the travelers who will be visiting to the airport, the place where Etihad
Airways will install a robotic system to take care of a variety of tasks.
Suppliers: In context to Etihad Airways, IBM is one of the suppliers of the technology to be
implemented in the robotic system. In addition, the company, which will supply the robot will
also be categorized as one of the suppliers for this project.

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Project funding
This is to create necessary fund to support the project. This can be done in many ways.
These are (Lock 2017):
 Sale and leaseback
 Issuing shares
 Share capital
 Venture capital
 Overdrafts
TQM philosophies using Six sigma, Kaizen and JIT
Total Quality Management (TQM) is a continuous process to support an adaptation to
lean management. Lean management is an approach to help each operational domains to achieve
its strategic goals. TQM and lean management approach is a long-term process and can be
obtained by deploying appropriate techniques at the appropriate places. The whole process will
require a support from the human resource team, finance team, employees and the management.
Each one of these group of professionals will play their part of role with utmost dedication. This
is also what lean management and TQM encourages for.
This can be achieved by following a several techniques. These are (Valmohammadi and
Roshanzamir 2015):
Six sigma: Six sigma says that a process must not exceed 3 to 4 defects in per million of
opportunities. Six sigma helps to repair the damages in several stages. These are define, measure,
analyze, improve and control. It helps to standardize processes that are falling below the
specifications and needing an incremental improvement.

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Kaizen: It also supports a lean approach being implemented in the operations. It is popularly
known as Five S program. These programs are improved profitability, service, efficiency and
safety.
JIT: Just-In-Time is a manufacturing philosophy rather than a technique. It encourages to
eliminate all waste and implement a continuous improvement process. This can produce long-
term benefits such as lower production costs, cost savings and improved rate of customer
satisfaction.

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References
Ajibola, O.O., Omiyale, A.D. and Ogunwolu, L., 2018. Assessment of Home-Based Nigerian
Engineers on Risk Management Approach during Project Implementation. Journal of Applied
Sciences and Environmental Management, 22(3), pp.308-312.
Gulfnews.com 2019. Etihad Airways experimenting with artificial intelligence. [online]
Gulfnews.com. Available at: https://gulfnews.com/business/aviation/etihad-airways-
experimenting-with-artificial-intelligence-1.1933262 [Accessed 15 Jan. 2019].
Ishak, M.S. and Saad, N.A.A.M., 2016. Research on Project Management System in the Delivery
of Green Development from Stakeholders Perspective. Sustainability in Environment, 1(2),
p.122.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
Kerzner, H., 2017. Project management metrics, KPIs, and dashboards: a guide to measuring
and monitoring project performance. John Wiley & Sons.
Lock, D., 2017. The essentials of project management. Routledge.
Valmohammadi, C. and Roshanzamir, S., 2015. The guidelines of improvement: Relations
among organizational culture, TQM and performance. International Journal of Production
Economics, 164, pp.167-178.