Lufthansa Process Guide App
Company Size
1,000+
Region
- Europe
Country
- Germany
Product
- ARIS Business Process Analysis Platform
- ARIS Mobile Access
Tech Stack
- ARIS Mobile
- QR Code Technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Employee Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Transportation
Applicable Functions
- Logistics & Transportation
- Quality Assurance
Use Cases
- Real-Time Location System (RTLS)
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The Lufthansa Group is a global aviation company with a total of 540 subsidiaries and equity investments. In the 2015 financial year, the group‘s business segments included the passage airline group, logistics, maintenance repair overhaul and catering. Nearly all group companies occupy a leading position in their respective markets, including Lufthansa Cargo, the Lufthansa Group’s logistics service provider. Lufthansa Cargo employs 4,600 people worldwide and moves about 1.6 million tons of cargo and mail per day. The company operates in the transport and logistics industry.
The Challenge
Lufthansa Cargo, a subsidiary of the Lufthansa Group, was facing challenges in training its diverse workforce. The company employs people of many different nationalities with a wide range of language skills, and each process requires meticulous compliance with predefined procedures. Forwarding agents must be trained thoroughly, irrespective of the high rate of employee turnover. The company was looking for a solution to simplify the descriptions of complex processes and all delivery methods, provide language-independent information about processes, and gain broader acceptance among staff. The company also wanted to improve the transparency of its processes and workflows for employees.
The Solution
The Lufthansa Group decided to use the ARIS platform to improve the transparency of its processes and workflows for employees. The company's Business Process Management (BPM) division developed an in-house process guide app for the Lufthansa Cargo subsidiary based on ARIS Mobile. The app was designed to improve cargo staff’s satisfaction with the company’s processes and solve issues such as overly complex content and language barriers. The app was accessed via a QR code at each work station, providing employees with access to the specific processes that must be executed at that station. A brief explanation of the processes including a contact person was provided, along with links to tutorial videos and photos. The company also involved employees in the creation of the app, inviting them to describe their respective work station and film their processes.
Operational Impact
Quantitative Benefit
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