Scribd
Upload
68 views4 pages

Professor Muzammil Ahmed Khan: Assignment No. 03

The document discusses Delta and Northwest Airlines' use of self-service customer kiosks in airports. It notes that both airlines installed hundreds of kiosks after 9/11 to increase security and reduce customer wait times. Northwest had embraced kiosks earlier and had over 650 by 2003, with over half of customers using kiosks. The kiosks included technologies like touchscreens, printers, and card readers. Delta purchased kiosks from Kinetics and integrated them with its systems, deploying over 300 kiosks in six months. The kiosks provided value to customers and airlines by reducing check-in times and costs.

Uploaded by

Clèvérêst Yasir
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
68 views4 pages

Professor Muzammil Ahmed Khan: Assignment No. 03

The document discusses Delta and Northwest Airlines' use of self-service customer kiosks in airports. It notes that both airlines installed hundreds of kiosks after 9/11 to increase security and reduce customer wait times. Northwest had embraced kiosks earlier and had over 650 by 2003, with over half of customers using kiosks. The kiosks included technologies like touchscreens, printers, and card readers. Delta purchased kiosks from Kinetics and integrated them with its systems, deploying over 300 kiosks in six months. The kiosks provided value to customers and airlines by reducing check-in times and costs.

Uploaded by

Clèvérêst Yasir
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 4

Assignment No.

03
Submitted to:-

Professor Muzammil Ahmed Khan


Group members:-

Syed Muhammad Yasir Hussain Rizvi {Leader} 16873


Syeda Kaneez Sakina Zaidi 16256
Khadijah Ghalib 16876

Date: March 30, 2019


Topic:
Delta and Northwest Airlines: The Business Value
Of Customer Self-Service Kiosks
Summary:-
For the travelers the Delta and Northern Airlines provide better facilities for their
customers to ensure for everything but after that 449 kiosks installed at airports in 81
U.S. cities. Then Kiosks installed approx 449 kiosks in airport after the incident of
September 11 the kiosks increase the rate of security of the airports and due to that the
customer waiting time increase so airlines decided to accelerate the project. Delta
acknowledges that it had been trailing some other carriers’ kiosk initiatives before Sept.
11. For example, Northwest (www.nwa.com) had embraced self-service airport kiosks in
a big way before Delta. Airlines Northernwest had 650 e-service centers for in their
whole 150 branches more than other airlines and they also add 100 more kiosks in the
end of 2003. In fact, more of Northwest’s customers are using self-service check-ins by
checking in online on the Web at nwa.com or e-service center more than half of eligible
customers now choose one of Northwest’s self-service check-in options, a record high St.
Paul airport hubs, usage has averaged 70 percent and usage of customer increase St. Paul
airport hubs, usage has averaged 70 percent according to Al Lenza. “With the rapid
growth we are experiencing, by the end of the year we expect that at least 70 percent of
our customers, system wide, will be choosing nwa.com online check-in or an e-Service
Center kiosk for their check-in needs,” said Lanza.
Delta Air Lines’ director of airport strategy and service, says the kiosks help customers
shave 5 to 15 minutes off the time they have to stand in line, Rob Maruster. Passenger
scan use kiosks for their flights, get boarding passes for originating or connecting flights,
select or change seats, request to stand by for an upgrade, check baggage, change flights,
and initiate multiparty check-ins. Delta plans to add more than 400 kiosks and enhance
functionality to include international check-in and fee collection. With this change, Delta
will offer customers more than 800 kiosks in airports nationwide. When Delta plans to
add more than 400 kiosks and enhance functionality to include international check-in and
fee collection. With this change, Delta will offer customers more than 800 kiosks in
airports nationwide but in 2002 their goal was to check in 5 million customers, but we
actually checked in 7.4 million, and we’re on track to check in 13 million to 14 million
people this year.
Delta Technology purchased the self-service check-in kiosks from Kinetics USA
(www.kineticsusa.com), the dominant supplier of self-service kiosks in the airline
industry, with six of the top ten airlines in the world using Kinetics self-service
technology then they took the best technologies in their industry special-purpose
microcomputer terminals, video touch screens as the primary user interface a built-in
high-speed thermal printer for printing flight itineraries and boarding passes, and a
magnetic stripe card reader to read customers’ airline and credit cards. Childress says an
internal application-development team integrated the kiosk functionality with Delta’s
Digital Nervous System. “Last year we deployed over 300 kiosks in 81 cities,” Childress
says. “From start to finish, it took six months, and we were checking in half a million
people per month. We wouldn’t have been able to do it without the infrastructure.”
Childress says. Then he learned how important it is to have the application and business
team work together. “Having a team that knows what they want to achieve from a
strategy and business perspective enables the technology team to drive a solution as soon
as possible.”

1. What computer system technologies and functions are included in self-service


kiosks? What other technologies should be provided?
A. The Touchpads which is being manufactured by Kinetics USA provides the best of
the available technology system for the implementation of the Self service kiosks
so the industry should use it. The other technology that can be included to system
are :
 The system is completely customizable and can be modified to include a
large number of features as per the requirements of the buyers.
 Moreover, the system is easy to maintain is not very costly also.

Possible other technologies


 Connect with federal databases for customer identification
 Passport reader/multi language processors and translators
 Intelligent kiosks
 Pen-based handwriting recognition features
 Wireless links for travels with PDAs and Internet-enabled cellular and PCS
phones.
 Biometrics (Image, speech, fingerprints recognition.
 Identification recognition (fingerprints etc.)
 Remote check-ins ( hotel, home, office etc)
2. What is the customer value of self-service kiosks for airline check-ins? What
other services should be provided?
A. They have the best technologies in their industry special-purpose microcomputer
terminals, video touch screens as the primary user interface a built-in high-speed
thermal printer for printing flight itineraries and boarding passes, and a magnetic
stripe card reader to read customers’ airline and credit cards. They should also
provide the following things:
Healthcare – Check in for appointments, pay for prescriptions
Government – Citizens can print government ID cards directly at the Kiosk
Corporate – Visitor registration facility (printing badges), facility for staff to
update details for HR purposes

3. What is the business value of self-service kiosks in the Airline Industry? Do


self-service kiosks give airlines a Competitive advantage? Why or why not?
A. Reduces costs or at least reduces the increase in cost. Improves customer relations
by making check-in and subsequent activities are easy as possible over all company
Kiosks can cut a lot of time and cost for businesses when it comes to labor. With
the machine able to handle a number of administrative tasks, operators could
reduce the amount of staff required, thus saving on overheads operators may
choose to re-allocate staff to more important or complex jobs. For example, airport
parking staff could concentrate on the movement of cars while the machines look
after the check in and out process. Re-structuring workload in this way would allow
the whole operation to be far more efficient, therefore allowing a higher through
put of cars and consequently higher profit margins.

You might also like