"With the help of wireless access to the repair history database on the AS/400, we are now able to provide our customers with better repair services." -- Michiel Blok, KES information systems manager.
Application: New wireless access to the repair history database.
Business Benefits: Short time to implementation, greater efficiency, and improved customer service.
Software: GSM and Motcha terminal emulation, LANSA/Server.
KLM Equipment Services (KES), a subsidiary of KLM Airlines, manages ground support equipment in the aircraft industry. KES is headquartered at Amsterdam''s Schiphol Airport, one of Europe''s busiest aviation hubs. The company specializes in the maintenance of over 11,000 pieces of airline equipment for KLM and other airlines around the world.
With efficient, quality maintenance their primary goal, KES service technicians and management personnel faced a problem: service technicians in the field had no access to the company''s database, limiting their ability to make decisions about whether to repair the equipment on-site or transport it to the workshop. Without on-site records of the number and frequency of repairs made to a particular piece of equipment, service technicians could not make effective decisions about repairs.
KES decided to implement new wireless communications so that technicians in the field could access repair histories stored on the AS/400®. Equipped with laptops and wireless GSM modems, KES service technicians can now log on to the company''s database from anywhere in the field -- or even the world. This connectivity gives them quick access to the maintenance history of every piece of KES equipment and allows them to easily enter details about labor and parts.
KES Gains Greater Efficiency
"The new wireless system was implemented well ahead of schedule," says Michiel Blok, KES information systems manager and one of the three members of the project team that developed the company''s application. Working with IBM Business Partner LANSA, KES has developed and maintained KLM''s entire equipment support system -- which includes invoicing, maintenance and repair, and inventory control. KES chose the AS/400 because of its excellent reputation, and LANSA for its ease of use. This combination of hardware and software has helped bring KES to the forefront of the airline industry, enabling it to become one of the leading global providers of ground support services.
"The support to the technicians that this wireless connection provides is very powerful," says Blok. "Because our service technicians have access to these repair histories, they are now able to work more efficiently. They have all the information they need to facilitate their jobs right at their fingertips," he explains.
Wireless Connection Results in Better Service
"The real benefit is the improved service that we can now provide," says Blok. As he explains, now that the service technicians can supply detailed information on repairs and damaged equipment -- consequently saving a lot of time and dramatically reducing the number of input errors -- the management team can provide better service to its customers.
In addition, this wireless connectivity has enabled KES to manage not only the equipment of KLM, but also that of other airport service companies at Schiphol Airport. "With the help of the AS/400 and LANSA, we can use our database to provide high-quality management information, such as accurate details of cost per hour or per kilometer for each type of equipment. It also helps us to make better buying decisions and to offer well-informed advice to other airports and airlines who use our consultancy services," says Blok.
KES Heads for a Productive Future
"The next step for KES will be putting our catalog of parts and secondhand equipment on the Web. This will make it easier for customers to order parts and secondhand equipment, and it will further improve our customer service capabilities," says Blok. "In addition, we are currently in the process of developing Wireless Application Protocol applications with LANSA. Of course, we will depend on the AS/400 server as our platform because it provides high reliability and flexibility."