Etihad Airways’ Passenger

Self-Service Project
Introduction:

The most prestigious worth of the task the board is its capacity to achieve the strategic objectives
without the disruption of the working process. It is especially important in the air transportation
industry because the stable and secure course of ‘business as usual’ defines the quality of the service.
The aircrafts and air transportation industry address a serious explicit climate for fostering the new drive
and task the executives. Various parts should be represented while fostering an undertaking, including
solace and wellbeing of the clients and negligible impedance with the functioning system.

As one of the major airline companies in the Middle East, Etihad Airways must not only maintain its
prestige and quality, but also be inventive and constantly develop in a crowded market with its
competitors. It's also worth mentioning that combining a high level of quality with a new customer
appeal is the ideal way to improve the company's position. As a result, the Etihad Airways project will
represent a step forward in customer service by boosting the quality of passenger self-service.

Planning

The project will include two parts mentioned. The first element is to incorporate the self-service kiosks
for the customers of Etihad Airways to be able to check in automatically for a flight and to print their
boarding passes and Q-tag labels for their luggage. The second element of the project is to design and
develop the mobile application under the name of Etihad Airways. The application will allow customers
to book, pay for, and monitor their journeys remotely in order to make the travelling experience more
flexible and controllable. Customers will have more remote control over many parts of their flights,
eliminating the need to collect all of the details from airport employees and causing lineups. Customers
will be able to self-check-in, print their boarding passes as well as luggage labels, and express their
preferences for their seat on the plane and when purchasing their tickets, which are the most significant
creative alternatives.

The project's core risk management plan is to conduct risk identification activities, such as qualitative
and quantitative risk analysis, on a quantitative risk. If the risks are recognised later in the process than
at the planning stage, the middle managers of each group have to prepare risk registers for the
circumstance.

Controlling:

The monitoring project stage will take up to 15% of the project time, not including the activities of the
managers controlling the working process in the course of the executing stage. At this phase, the
managers analyze the deviations from the original planning and verify the scope. The activities
connected to the usability evaluation and security testing take place. It does not include the additional
management process, such as managing project quality, time management, risk management, and the
monitoring project communication. The opportunity for the project implementation has a two-fold
appeal. First of all, it is important to point out the fact that the use of mobile technology and application
for solving the daily tasks is growing in popularity. In other words, the potential customers will not be
intimidated by the innovation. In terms of the technology readiness, the target audience of Etihad
Airways forms the opportunity in itself.  The controlling stage, despite having the separate share of the
time scope in the project, also includes the constant control over the stage of execution.

Execution:

The stage of execution in which the portions of the project that have been accepted by Etihad Airways
officials are put into action. In addition, regular monitoring and supervision of the project's execution in
terms of time management, quality management, and total quality management is an important
component of confirming the scope.

In terms of the time scale, it's critical to separate the duration of all project execution stages from the
proportion in which the complete project management takes up 100 percent of the time. In percents,
the following diagram depicts the duration of the project management stages for Etihad Airways'
implementation of customer self-service. It is important for the executing stage to be the longest in the
process because the majority of the practical activities take place at this period. The quality assurance
will be executed after finishing each of the phases of designing mobile application and the customer self-
service kiosks by means of the usability expert evaluation.

The project execution, which is planned to take up to 45% of the Etihad Airways project’s time, the
technical experts will perform the main activities. Meanwhile, the tasks of the managers, at this stage,
are to create the environment, provide the integrity, and control the working process. It is the most
time-consuming stage (Wang, Harris & Patterson 2012), and a lot of changes to the original plan are
expected to be introduced. Therefore, this stage will take from 160 to 170 days.

Closing:

The closing stage includes all the activities connected to the launch of the customer self-service kiosks
and mobile application for self-service into the market. To outline the precise envisioned charges, it's far
vital to realize the dimensions of the project. For the checking out preliminary implementation of the 20
passenger self-provider kiosks, with the manufacturing and protection value of every of them of $10,000
(Gundersen et al. 1974) best the operational price range of the organization growing the self-provider
machines might be no much less than $250,000. Adding to that the greater managerial charges, charges
of the cellular utility in addition to airport costs and taxes, and the income for the personnel for 12
months, the decided price range must be no much less than $1,000,000.
At this stage, the group of managers and technical specialists responsible for the mobile application will
present it to the focus group and analyze the feedback, and the group that developed the passenger
self-service for the customers of Etihad Airways will conduct final tests of the equipment security,
safety, and convenience. Considering the scale of the project and the necessity to include the self-
service systems at the international airports worldwide, the estimated time for the project initiating,
planning, executing, monitoring, and closing, will require no less than 12 months.

WORK BREAKDOWN STRUCTURE:

In case of the project management for Etihad Airways, the estimated budget will be approved and the
time scale of the project will be divided amongst the managers of particular parts of the project.  They
would concern incorporating the customer self-service kiosks to the airports that do not have them, as
well as introducing Etihad Airways to the self-check-ins all over the world, and developing the mobile
application that would help with the passenger self-service and travel experience. However, the
managerial work for both those operations would be conducted on the same scale and from the same
centre.

Work Breakdown Structure Chart.

In the other group, during the executing stage, the project managers are to contact the management of
all the airports where the self-service systems are to be installed, to put together crafted by the
specialized experts who take on and develop the framework for Etihad Airways. At long last, they are to
guarantee all the important exhibition and security trial of the machines before the last testing and the
end stage. The exhibition of the coordinated change control will happen at the end stage to guarantee
that every one of the progressions that were joined in the undertaking during the executing and
checking are predictable.

Project’s scope and cost management:

In terms of the definition of the managerial project’s scope, it is important to list the actual activities
that will be performed during the project. At the starting stage, the venture administrators will direct an
overview among the customary clients concerning the issue of what they lack most in terms of
passenger self-service.  After analyzing the collected data, the managers of the project together with the
executives of Etihad Airways will define the measurable goals on the basis of the costs and benefits
analysis. Considering the cost of installing each of the proposed self-service options, they will determine
which is the most convenient and easy way to provide such services, how many kiosks need to be
installed and where they are located. Therefore, the project management plan will include costs,
functions, deliveries, and operating plan agreed with management.

The next part of the project management plan is the implementation phase where the project
components approved by Etihad Airways management will be implemented. Consistently, an important
part of ensuring scope is regular monitoring and control of project performance with regard to time
management, quality management, and overall quality management.