Technology has changed the way people do things in a lot of ways. Businesses across the world have been on the forefront in promoting the growth of technology by integrating various innovations within their operations (Smyth, 2008). Some of the notable developments that have had a lot of influence on the way people conduct business are wireless and mobile technologies. Wireless technology refers to a medium of communication electronically powered to detect, demodulate, and amplify transmitted signals.
This communication system involves broadcasting electromagnetic waves, such as satellite, infrared, and radio frequencies to several recipients (Smyth, 2008). Examples of wireless technologies that people use for various purposes include wireless local area network, cellular communication, and wireless technological devices such as cell phones.
On the other hand, mobile technologies refer to the scientific knowledge used in communication through cellular devices (Smyth, 2008). Advancements in technology have increased the effectiveness of mobile phones due to the fact that they can be used for communication, navigation, accessing the internet, and playing games among other uses. The concept of mobile computing has developed a lot over the last couple of years. Technological experts believe that wireless and mobile technologies will have a huge influence in the future in terms of influencing more innovations (Smyth, 2008).
Research has established that there are various ways through which organizations can use wireless and mobile technologies to improve the efficiency of various processes. Wireless technology adds a lot of value to a business that applies it in an effective manner. First, organizations can use these technologies to improve the quality of customer service (Smyth, 2008).
In the contemporary world, life is mainly centered around the internet, especially in social media. Organizations can introduce a 24-hour customer service through social networking sites, where their customers can have instant interactions with the support staff in case they have any troubling issues (Smyth, 2008). This will introduce efficiency to customer service provision. This will eventually lead to prolonged success because the level of customer satisfaction will be heightened.
Second, organizations can use wireless technologies to increase productivity and profitability through effective management of information (Smyth, 2008). Use of technological tools such as e-mails helps a business to reduce the amount of time employees spend managing information. They help in ensuring that information is easily retrieved and sent to various people within a short time. In addition, providing employees with reliable internet connection and highly effective technological devices increases their output because of enhanced flexibility and better customer service (Smyth, 2008). All these factors lead to increased productivity and profitability within an organization.
Third, organizations can use wireless technologies to create new channels for crucial services such as shopping and banking (Smyth, 2008). Organizations in the contemporary world can increase their productivity and profitability by initiating online services as a way of reducing the cost of operation and reaching out to more customers.
Customers can view various products, place orders, and pay for goods through technologically powered means. Such services make it easier for customers to access the services and products of an organization wherever they are (Smyth, 2008). In addition, organizations should create mobile applications to target customers with limited access to computers. This will inject efficiency into an organization’s operations, thus leading to increased productivity and profitability.
Wireless and mobile technologies implemented by Delta
Over the last couple of years, Delta Air Lines has been very aggressive in terms of integrating the latest technology in its operations. This is very different from its known reputation of being slow at introducing changes. In 2012, it was named as the best technology friendly airline in the United States airline industry. Some of the technologies implemented at Delta include Wi-Fi hotspots, Smartphone applications, recharging stations for customers, and extensive use of various social media tools (Delta named Top Tech-Friendly U.S. Airline, 2012).
Delta customers have access to highly reliable internet at the airport and on the planes. The implementation of these technologies was very effective in terms of increasing the company’s productivity and profitability. The main reason behind the successful implementation of these technologies is the fact that the company developed them with an orientation towards increasing efficiency in customer service delivery. The American airline industry is highly competitive, thus every company seeks to attract and retain as many customers as possible (Hammonds, 2000).
The technological changes introduced by Delta helped to increase its already expansive customer base. Most of the changes were basically customer oriented, thus helped to increase customer satisfaction (Delta named Top Tech-Friendly U.S. Airline, 2012). The ability of people to book their flights using an application downloaded on a Smartphone contributed to an increase in sales. In addition, interaction with customers through social networking sites helped to build trust and strengthen the company’s brand (Hammonds, 2000). Recharging stations and Wi-Fi ensured that the airline’s customers were connected at all times.
Implementation of organizational systems, as well as wireless and mobile technologies at Delta
The overall manner in which Delta introduces various technological changes indicates a desire to have the cutting edge in the market. As earlier mentioned, the airline industry in the United States is very competitive, and established companies such as Delta understand their vulnerability to the changing market forces (Hammonds, 2000).
With most of the competitors having lower ticket prices, Delta needed to come up with a strategy that would justify the price of its tickets. The company established the need to increase access to information for their customers as a way of making more revenue and cutting down on the cost of operations. Information is power, and anyone given the necessary tools to access tends to develop a certain degree of loyalty towards the enhancer.
Taking advantage of the power of social media and development of the concept of mobile computing, Delta managed to expand its customer base through more efficient services (Delta named Top Tech-Friendly U.S. Airline, 2012). These strategies have been effective because they have been recognized through awards. In addition, increased productivity and profitability is a clear indication that both employees and the customers are highly satisfied.
The company that uses wireless technology more strategically
Among the different companies that are already using wireless technology, I believe that Delta has been one of the most strategic users. The reason for this is the fact that Delta conducts a market analysis in a bid to identify various organizational needs (Hammonds, 2000). Research has established that one of the most important elements that influence the success of strategic change management in an organization is a market analysis.
This process involves identifying emerging trends in a market, comprehending the dynamic nature of customer needs, and establishing efforts made by competitors (Hammonds, 2000). Delta was very strategic in the way it integrated wireless and mobile technologies in its operations. It focused a lot on winning the loyalty and trust of its customers, who are their biggest asset.
Doing business in a highly competitive market requires a certain level of aggressiveness with regard to the development and implementation of business strategies (Smyth, 2008). Any changes introduced by an organization should be geared towards injecting efficiency into crucial organizational processes such as customer service, financial management, and marketing (Delta named Top Tech-Friendly U.S. Airline, 2012). Delta has been very successful with regard to using wireless technology to improve its numerous processes in order to achieve increased productivity and profitability.
Implementation of wireless technologies at Delta
One of the systems that Delta Air Line uses to support wireless and mobile technologies has been web friendly software. The internet has introduced new dynamics into the airline industry, thus requiring various operating companies to upgrade their information technology systems. The web-friendly software involves developing a more user friendly search tool for easy navigation through the company’s website, as well as developing applications for Smartphone users (Delta named Top Tech-Friendly U.S. Airline, 2012).
Another system that the company uses to support wireless and mobile technologies is the Delta Nervous System (DNS). The main work of this system is receiving, organizing, storing, synchronizing, and distributing all the data needed to support various operations within the airline. Effective management of information within an organization plays a crucial role in influencing prolonged success (Smyth, 2008). Delta needed an effective information management system because its competitors are becoming stronger with every stride. It is quite commendable the way the company has been making efforts to provide its employees with the latest digital devices in order to ensure that they maintain high levels of efficiency in their work (Delta named Top Tech-Friendly U.S. Airline, 2012).
References
Delta named Top Tech-Friendly U.S. Airline. (2012).
Hammonds, K. H. (2000). Delta’s Web Strategy takes Flight.
Smyth, P. (2008). Mobile and Wireless Communications: Key Technologies and Future Applications. New York: IET.