Emirates Group Airline Service: System Requests Report

This report presents a system requests analysis for Emirates Group's airline service, focusing on two key areas: horizontal and vertical analysis. The report begins with an introduction to the Emirates Group and its operational context, highlighting the need for enhanced service delivery to meet increasing demands and maintain its competitive edge. The horizontal analysis examines improved service for customer experience, emphasizing world-class luxury and new service offerings. It also explores the support for new products and services, particularly fleet expansion with the addition of new aircraft. The vertical analysis delves into better performance, emphasizing the importance of fleet maintenance and stronger controls for increased accessibility and reduced passenger stress at the airport. The report provides specific examples, such as the implementation of DUBZ baggage technology and the complete replacement of landing gear on an A380 plane. The document is well-structured, including references and a clear table of contents, offering a comprehensive overview of the system requests for Emirates Group.

Assignment title

Table of Contents
System Request Based on Horizontal Analysis................................................................1
Business Need...............................................................................................................1
Functionality...................................................................................................................1
Expected Value..............................................................................................................1
System Request Based on Vertical Analysis....................................................................2
Business Need...............................................................................................................2
Functionality...................................................................................................................2
Expected Value..............................................................................................................2
References.........................................................................................................................3

System Request for Emirates Group Airline Service
The Emirates group operates from one of the busiest airports in the world. The
group is middle east’s largest airline as long-haul carrier. The group reported a revenue
of $25.2 billion for year 2017, with profits rising to $762 million. For 2018, the company
reported a profit of US$ 237 million, condensed down to 69% from the last year. The
increase in revenue was observed to be US$ 26.7 billion, with constant support from
cargo and passenger movement (Nataraja & Al-Aali, 2011).
In order to increase the performance and expanding business vision, meeting the Dubai
government’s vision of having 25 million visitors by 2025, the company raises system
request for an enhanced service delivery and better performance to maintain customer
base and cargo service quality (Redpath, O'Connell, & Warnock-Smith, 2017).
1. Improved service for customer experience – For an enhanced service, the
service quality and world class luxury facilities can be key requirement as
observed in the annual report of the group. Offerings of five-star dining in
every travel class is the new service upscaling over the past service structure.
2. Support for New Products and Services for fleet expansion – The company
ordered 40 A330neos and 30 A350-900s worth US$ 21.4 billion to Airbus,
expected delivery to be from 2021 and 2024. This addition would enhance the
A380 fleet to a count of 123. This new addition over other Boeing 777 and
A380s would raise the group’s performance, considering the rising demand to
fly (Group, 2019).
3. Better Performance while maintaining fleet performance – At Emirates, the
importance of service maintenance is crucial. In order to keep the fleet in mint
condition, the dedicated engineer’s team attempted and successfully
completed the first complete replacement of entire landing gear on one A380
plane (Group, 2019).
4. Stronger controls for increased accessibility and reduced passenger stress at
the airport– Functional accessibility to customers and less stress on air-
service provider staff are the key challenges the companies face at the
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world’s busiest airport. Therefore, implementing technological tools, the
Emirates group offer DUBZ baggage technology, at DXB’s terminal 1 and 2,
for arriving passengers to have the facility of baggage delivery at chosen
destination in the city and to for departing ones to collect boarding pass
anywhere in the city. Currently the facility is limited to terminal 1 and 2 arrivals
only (Oehme, 2017).
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References
Group, T. E. (2019). The Emirates Group Annual Report 2018-2019. Dubai: The
Emirates Group.
Nataraja, S., & Al-Aali, A. (2011). The exceptional performance strategies of Emirate
Airlines. Competitiveness Review: An International Business Journal, 471-486.
Oehme, G. (2017). Fulfil Customer Order Process: Customization of Commercial
Aircraft. In Supply Chain Integration Challenges in Commercial Aerospace (pp.
91-104). Cham: Springer.
Redpath, N., O'Connell, J. F., & Warnock-Smith, D. (2017). The strategic impact of
airline group diversification: The cases of Emirates and Lufthansa. Journal of Air
Transport Management, 121-138.
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