Analysis of Emirates Airline's Information System and QMS

This report provides a comprehensive analysis of the information system implemented by Emirates Airline, with a specific focus on its Queue Management System (QMS). The report begins with an overview of Emirates Airline, its business operations, and its organizational structure. It then delves into the purpose and benefits of the QMS, highlighting how it enhances customer experience and operational efficiency. The main body of the report describes the functions provided by the QMS, including real-time data collection, centralized reporting, and customizable user interfaces. The QMS, developed by Wavetec, is explored in detail, including its features such as ticket dispensing, integration with digital signage, and priority call systems. The analysis emphasizes how the system improves customer service, streamlines operations, and facilitates efficient resource allocation. The report concludes by summarizing the key findings and the overall impact of the QMS on Emirates Airline's business performance and customer satisfaction.

INDIVIDUAL TASK

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1. Chosen company's type of businesses.....................................................................................1
2. Organization Chart of the company.........................................................................................2
3. Purpose and benefits of chosen information system................................................................2
Purpose:........................................................................................................................................2
4. Function provided by information system ..............................................................................3
CONCLUSION................................................................................................................................5
REFERENCES ...............................................................................................................................7

INTRODUCTION
With onset of technological advancements and globalization, the aviation sector has seen
an upsurge and became as one of the fastest growing sectors in the world. This not only became
just a mode of transportation, but also aid in bridging the real time zone gaps between two
geographical locations. This was not possible in the earlier times and after 1990's, it has seen a
never ending change. However, in recent times, the focus area is to make the customizable
queuing solutions to make the customers' lives more convenient and accessible. This assignment
is based on understanding the information system adopted by the Emirates Airline. This
enterprise has installed the software for the Queue Management System and is reflected upon its
purpose, benefits and functional aspects.
MAIN BODY
1. Chosen company's type of businesses
Overview:
Emirates Airline company was commenced its operations in the year 1985 by the
Emirates Group and has become the largest airlines in the Middle East. This company, Emirates
Airline is the subsidiary of the Emirates Group and is undertaken by the Dubai's Investment
Corporation. This has turned into one of the commercial successes in the aviation sector and
became the fourth largest airline of the world (O'Connell and Williams, 2016). The Airbus A380
is the largest passenger airliner and is an important part of its fleet. This company is also the
owner of the Boeing 777, which is refereed as the largest operator in the world. They have also
started the longest commercial flight on the nonstop basis from Dubai till Auckland, New
Zealand. Such continuous efforts have put this company on the world map and led to the path of
success and profitability with static productivity as well.
Businesses:
Aviation sector is defined to as that which includes all activities comprising of
mechanical flight and the aircraft industry as well. This is technologically transformed industry
which successfully introduced jet permitting major form of transport within world. The aviation
sector is booming with many opportunities with the emergence of digitalization and has led to a
cut throat competition at both local and global marketplaces. Herein, Emirates Airline Company
deals in diversified sectors that involve engineering, tour operations, services at the airport and
catering. It has more than six subsidiaries with 100 % equity shareholding. This contains the
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following subsidiaries such as Emirates Tours, Emirates Holidays and Arabian adventures come
under the tour operators (Redpath, O'Connell and Warnock-Smith, 2017). These three are into
organising travelling related planning such as tours, top destinations, holiday packages and
safaris. In addition, the Congress Solutions International (CSI) is the subsidiary for data
management, maintenance of administrative works and coordination of third party suppliers. It
has organised Global Travel and Tourism Council and Global Agenda Summit.
In addition to these, this company has also provided sponsorships to the areas including
infrastructure works like Emirates Air Line cable car in London, Construction of Spinnaker
Tower in Portsmouth and more. Nevertheless, it has also made its presence in the sports
activities like Rugby, Football and cricket at the international scales to gain attention of its
customers. For instance, this company is the sponsor of the World panel of referees for Rugby at
the international referees. This company's fleet efficiency is remarkable and the management has
invested in a program known as “tailored arrivals” (Al Marzouqi, Khan and Hussain, 2019). This
is one of the special programs to determine the traffic control of air and has allowed the crew to
save fuel and emissions.
2. Organization Chart of the company
This company has a hierarchical structure which has been under the authority of the
Emirates Group.
 Chairman the Chief Executive Operations (CEO): Ahmed bin Saeed Al Maktoum
 President: Tim Clark
 President Group Services and Data for Emirates Group: Gary Chapman
 Executive Vice President Human Resources for Emirates Group: Abdulaziz Al Ali
 Total strength of employees: 60300
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Illustration 1: The current organization chart of Emirates Airlines
3. Purpose and benefits of chosen information system
Queue Management System is the chosen information system by the Emirates Airlines.
This system collects real time data and information to recognise the scope of improvement and
assist in making the customers more attractive towards this airline and its associated services
(Budd and Ison, 2016).
Purpose:
The major objective of adopting QMS (Queue Management System) that is developed by
Wavetec and has been adopted in several stations in all around the world is making the queuing
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more approachable and customer friendly. Its aim is to maintain the quality standards in
delivering the services for elevated levels of reputation and credibility among the customer base
like information in regard to ticketing, making the waiting areas more structured, displaying the
messages or promotional advertisements through display boards, creating an environment of
faster delivery of services to establish effectiveness and is focused on improving the perceived
value in terms of time and maintain the efficiency (De Neufville, Budd and Ison, 2016). Thus,
this adoption of QMS by this company is to provide high levels of customer experience for
greater comfortability and managing the enhanced efficiency.
Benefits:
The agenda to adopt this system is to make the working styles and processing of
operations more accessible and customer centric. The agenda is to enhance the displays and
booking or ticketing process, queue information and app. There are many benefits that this
software has given to the Emirates Airline in enhancing their revenues, profits and productivity
by establishing a loyal customer base. This QMS is one of the cost effective modes that not only
manage the queues but also help in providing a single, unified and ticket less system.
Herein, the motto is the first come and first served basis and is handled by the automated
machines where the teller assists or guides the customer after pressing buttons. This Airline
received many appreciations for the installation of the machines in various locations at the local
levels (Saraf and et.al., 2016). Moreover, it is easy to handle by the staff as well or when the
customer require any assistance from them. This has also enabled a more refined communication
channel that created transparency and seamlessly combined the elements for smooth running.
4. Function provided by information system
The queue management system (QMS) used by Emirates Airline is software solution of
Wavetec. The key function served by this information system is to provided end to end solutions
of airline services so that needs of consumers can be managed. Emirates Airline has its head
office in Dubai and total 71 stations across the world. Thus, information system used by the
organisation also monitor the information between various offices and its head quarter office
(Wavetec facilitates Emirates in Managing their customer flow at 71 different stations around
the globe, 2019). One of the key feature of information system is that it has the feature of central
reporting service. It means that information regarding any of Emirates office can be directly
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accessed from the Dubai office. This feature of the information system help airline service to
effectively manage its global operations.
The QMS used by airline service provider is easy to customize as per different needs and
situations. For instance, the various department of the airline service provider use software for
the information access. For instance, the human resource department of the organisation use
information system for assessing the performance of its various staff members. On the other
hand, the same information system is also used by customer service management department to
assure that all customers related services are accomplished on time effectively (Laudon and
Laudon, 2015). The information solution used by the organisation is also capable to provide
custom formats. For instance, the ticket booking and availability status information is available
to both customers, staff members and on digital signboards at airport station.
However, the format of data appearance, details are quite different as per the needs and
requirements of specific customers. For effectively managing the flight operations, it is vital for
the airline service providers to process the real time information. The QMS of airline process and
monitors the real time information which can also be shared between various staff members and
users.
Information processing and measurement of inputs and outputs
The electronic based QMS is installed at more than 60 stations of Emirates Airline. These
electronic kiosk are able to quickly upgrade the information to the staff members or the key
server of the organisation. The customers choose the required service from the touch screen
smart kiosk. The information system installed in the machine dispenses tickets. For ensuring the
operational continuity, two printers are connected with it. The choices selected by the customers
is then processed and forwarded to the printing system. The information is automatically shared
to the staff members so that as soon as consumer book tickets or perform any other operation, the
staff members can also be updated.
It helps organisation to improve their quality of services and assist in minimising delay
the operational time. For instance, when customers are called at counter prior to their arrival the
counter member has all information regarding consumer. The Emirates QMS system is also
integrated with the digital signage systems installed at waiting area (Khudia and et.al., 2015).
The ticket booking information which is updated on QMS based kiosk is shared to the signage
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system which displays the status of tickets and bookings. It helps consumers to get aware of the
ticket availability and other information.
The same information systems are installed on all offices globally and by the centralised
functionality, the information which is displayed on LED display is regulated and controlled by
the central head office of the airline service. The information processed at the system is also
shared with the managers so that they can manage resource allocation and waiting time of
customers. The system is featured of priority call so that high priority customers and functions
can be served earlier.
The system is also capable to analyse and compare the factors which causes time delay in
information processing and services. These factors are instantly shared to the dashboards of
managers. Thus, the functional errors can be immediately identified and responded. The central
reporting information system of Emirates Airline not only manages the global operations of the
organisation but also shared information to human resource and service quality assurance
department.
User interface
The airline stations have a smart liquid crystal device kiosk which has touch screen
functionality. To make it easy for the users, the kiosk has been divided into 20 different
categories. The categorisation of the services allows user to effectively distinguish between
various services and to process for the required service quickly. The customer service is the
primary focus of Emirates Airline and thus the information system used by the organisation has
strong user interface.
For enhancing the effectiveness of the information system, the service vendor Wavetech
has provided matching engine which allows the routing of user request to specific service
provider (Dwivedi and et.al., 2015). For instance, as soon as any user makes any request it is
directed to the authority or the staff member which is responsible or associated with it. Like
being an airline industry it is quite common for the airline to provide services to customers from
different culture. Thus, language is often a barrier of communication for the staff members. This
problem is solved by the integration of QMS and matching engine (Peltier, 2016). For example
when any customer prefers Spanish language then its processing is directly forwarded to a staff
member who can speak Spanish language. This type of user interface features make customer
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experience hassle free. In addition, it also minimises the tasks for the staff members who
otherwise need to waste time in directing customers from one counter to other.
CONCLUSION
From the report, it can be concluded that information system is very important in
customising the data as per the needs of organisation. The use of information system enhances
the decision making and quality of customer service. In the globalisation era when organisations
are providing their services globally and manages huge volume of data, it is necessary to choose
the suitable information system. It can also be concluded from the above discussion that for
sustaining the operational efficiency and quality of the services', the information system must
also be capable of monitoring the information transmitted between various organisational
resources. It helps to minimise the risks or uncertainties and information management becomes
more smooth.
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REFERENCES
Books and Journals
Al Marzouqi, A.H., Khan, M. and Hussain, M., 2019. Employee social sustainability: prioritizing
dimensions in the UAE’s airlines industry. Social Responsibility Journal.
Budd, L. and Ison, S., 2016. Airfield design, configuration and management. Air Transport
Management: An international perspective. p.41.
De Neufville, R., Budd, L. and Ison, S., 2016. Airport systems planning and design. Air transport
management: An international perspective.61.
Dwivedi, Y.K., and et.al., 2015. Research on information systems failures and successes: Status
update and future directions. Information Systems Frontiers. 17(1). pp.143-157.
Khudia, D.S., and et.al., 2015, June. Rumba: An online quality management system for
approximate computing. In 2015 ACM/IEEE 42nd Annual International Symposium on
Computer Architecture (ISCA)(pp. 554-566). IEEE.
Laudon, K.C. and Laudon, J.P., 2015. Management Information Systems: Managing the Digital
Firm Plus MyMISLab with Pearson eText--Access Card Package. Prentice Hall Press.
O'Connell, J.F. and Williams, G., 2016. Airline Strategy: Keeping the Legacy Carrier
Competitive. How Can Mature Airlines Stay Ahead in the Low-fare Airline Era?. In Air
Transport in the 21st Century (pp. 179-194). Routledge.
Peltier, T.R., 2016. Information Security Policies, Procedures, and Standards: guidelines for
effective information security management. Auerbach Publications.
Redpath, N., O'Connell, J.F. and Warnock-Smith, D., 2017. The strategic impact of airline group
diversification: The cases of Emirates and Lufthansa. Journal of Air Transport
Management.64.pp.121-138.
Saraf, A. and et.al., 2016. Miles-in-Trail Restrictions Relaxation: A Key Benefit Mechanism of
Integrated Arrival Departure Surface Traffic Management. In 16th AIAA Aviation
Technology, Integration, and Operations (ATIO) Conference, Washington, DC.
Online
Wavetec facilitates Emirates in Managing their customer flow at 71 different stations around the
globe. 2019. [Online]. Accessed through
<https://www.wavetec.com/case-studies/emirates-airline/>
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