Having mobile access to the essential operations key performance indicators (KPI) is the game airlines have to play nowadays. I’m actually not getting tired to spread that word and to tell airlines why it is so super-important.
Unfortunately, and that’s actually why I’m pushing that topic, many airlines still rely on old-school solutions when it comes to KPIs. They use Powerpoint, PDF documents, or solutions that can be used on mobiles but do not provide a perfect and seamless user interface (UI) or user experience (UX).
Let me get it straight: If you are working with KPIs or with solutions that cannot or not optimally be used on mobiles, you should start immediately to change this since you are leaving big opportunities on the table.
On the flipside: Only by offering the possibility to access KPIs seamlessly with mobiles will help airlines to achieve the goal of creating KPI-driven operations and corporate culture.
Let me break it down and explain why it is so super-important to play the mobile game and have a KPI solution that seamlessly integrates on mobiles.
Today’s awareness is driven by mobiles
Let’s start with the essential aspect first. If you really want to drive awareness concerning your KPIs, mobile availability is the only way to go. This has nothing to do with your airline, neither with KPIs in general. It is simply linked to the fact that we are living in a world where the mobile represents the center for information.
Most of the information we consume —especially when it comes to real-time data— are displayed on our mobiles. You can love it or hate it, but that’s how it is.
What does that mean? Huge KPI screens are essential, yes. The possibility of checking the KPIs on your laptop is fine. But if you really want to get your people involved, if you really want to have your people to start caring about your operational KPIs, you have to provide them on their mobile. Period.
I’d even go one step further. If you don’t provide the KPIs and real-time information on mobiles, the importance of those figures will go down to zero in the next years.
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Make use of the mobile advantages
On the flip side of the story, mobiles and the way we use mobiles provide so enormous possibilities we could only dream of some years ago.
By providing real-time KPIs on mobiles, you can achieve a completely different level of awareness. People will start to care about your airline’s performance figures wherever they are — at any time. There’s no longer a necessity to stand in front of large screens at dedicated places like the Operations Control Center.
Providing KPIs on mobiles liberates the way we consume KPIs.
Unleashes the power of real-time
I’ve already written many articles about the importance of real-time KPIs compared to weekly and monthly reports. And almost every airline I talk to agrees on the fact that real-time KPIs really help to improve the overall operational performance and creates a new level of situational awareness.
However, here is the “but”: Real-time KPIs and real-time information doesn’t bring anything in case your staff can’t access it in real-time from wherever they are. You can have the most sophisticated KPIs; as long as your staff can’t naturally access them, it won’t improves the situation.
Mobile usage enables innovative functionalities
Besides the facts mentioned above, mobile usage of KPIs additionally creates the possibility of utilizing innovative approaches. One of today’s most important is about KPI push notifications. KPI push notifications that are sent out whenever a KPI significantly changes will drive additional value to your KPIs and the way you are consuming KPIs.
Instead of having your staff to monitor each and every KPI continually, push notifications alert relevant stakeholders when something important happens. However, such functionalities solely makes sense when used on mobiles, simply because you want to inform people actively and directly.
Tailored to the needs of the user
Having a KPI solution on mobiles ultimately leads to the benefit of customizing the information to the requirements of each user. Instead of showing KPIs at central places that aim to provide information for each user group, mobile apps offer the possibility to tailor the information precisely to the needs of each user.
Accordingly, you can exclude KPIs that aren’t relevant for specific user groups and add more detailed KPIs which are relevant to particular user groups.
Summing it up: There’s no alternative to playing the mobile KPI game for airlines.
Playing the mobile game and offering mobile KPI solutions/apps is —from my point of view— the only way to go. Mobiles and mobile usage will continue during the next years to be the dominant information source. Subsequently, if you want to create awareness, your KPIs have to be represented on that device.