Apart from their core system, JAL has now introduced "kintone," which allows even field staff without specialized knowledge to create apps. In about two years, they have achieved 300 operational improvements. These improvements have not only improved operational efficiency, but also led to a system that is beneficial for customers.
JAL's field staff create their own database
Hamaoka: "Normally, the systems used by JAL are developed by asking our group company, JAL Infotech, to create prototypes and tests in response to requests from the field. However, with no-code tools that allow even non-IT experts to create apps, we can quickly create easy-to-use systems suited to actual operations."
So says Manabu Hamaoka of JAL Infotech, which supports kintone development within the JAL Group. A no-code tool is a development method that allows you to create apps by placing components with a mouse without using specialized programming languages (code).
Yokota: "We already had a database on lost baggage, which is when customer baggage doesn't arrive on an international flight. However, there was an issue with the information still being managed on paper outside of the database, and new development was postponed due to the COVID-19 pandemic. We were looking for a way to create a system on-site, and kintone, provided by Cybozu, a Japanese company, was the perfect fit."
These were the words of Hiromi Yokota, an airport operations staff member in charge of baggage handling at Haneda Airport for JAL Sky. Although she had no programming knowledge or experience in systems development, she was selected to customize a kintone app for managing unchecked baggage information, which had been created for Narita Airport, for Haneda.
Taking on the challenge of development from scratch. Systemizing all operations in just one year
Yokota: "I was full of anxiety, but when I took on the challenge, I felt like 'I can do this, surprisingly.' I asked my predecessor, who had some knowledge, and incorporated ideas like 'Maybe it can be used like this,' and created it, and if it didn't turn out the way I imagined, I corrected it. I gathered information about kintone from the Internet, always kept my antenna up, and expanded what I could do."
Development began in July 2019 as a business app to manage undelivered baggage. The system was expanded to handle baggage-related tasks such as damaged items, lost items, and forgotten items, and the entire app was completed in September of the following year. Aimi Funato of JAL Sky, who has now taken over Yokota's duties, talks about its usability.
Funato: "In the past, lost items were managed using paper charts, and multiple employees were responsible for extracting the vast amount of customer information and responding to customers, which meant that handover between employees was not efficient. However, with Kintone's lost and found management app, you can register the item in a database just by taking a photo with a tablet and entering the characteristics of the lost item. The employee who found the item registers it in the database the moment they find it, so lost and found information and the item's current location can be shared in a timely manner. This means that responses to customer inquiries about lost items that previously took half a day to a day can now be reduced to as little as one hour."
We were able to create a system that is intuitive and easy to use, not just for developers, but for all staff. With a typical database system, once it is completed and delivered, it takes time to make small improvements, but with kintone, you can make improvements yourself, so you can make improvements as soon as you think of them. If it is determined that it will be beneficial for the customer, you can incorporate it relatively freely at your own discretion.
When developing software that handles personal information, we take every possible measure to ensure security.
Funato: "We want to continue to build more business applications on kintone and reduce paper work. For example, currently, we send signatures from customers regarding compensation documents for damaged or non-delivered baggage by mail, but this process is cumbersome and places a heavy burden on customers. We are looking into whether we can solve this problem electronically."
Development begins with such enthusiasm on the ground, but Hamaoka supports it, saying that his role is not to create an app for them, but to teach them how to make an app.
Hamaoka: "For example, when there is a request to introduce electronic signatures into on-site development, concerns arise about the increased development work that comes with more advanced functionality and future increases in maintenance costs. In response, our support team poses the question, 'Is there a way for customers to show their consent without signing?' We draw out what the developers truly need and propose the simplest and most effective way to create it. The key is that by making it simple, even developers who are not IT professionals can create it themselves."
Furthermore, when incorporating customer personal information into development, in addition to complying with the information security standards established by JAL, we take every precaution by having third parties check the information and providing special training to those who handle the personal information.
"What's good for our customers" is born in various places at JAL
The case study we introduced this time was the development of a baggage-related system, but kintone has now been introduced in various departments, and there are approximately 1,500 kintone users within the JAL Group.
Hamaoka: "In developing apps for kintone, it's important to have the desire to improve operations yourself. The JAL philosophy is to be 'burned by yourself,' and to continue working hard with enthusiasm will lead to results. It would be quicker if we on the support side were to create the apps directly, but we choose to accompany the developers and provide advice as guidance. This improves the skills of the people in charge and makes them able to develop apps on their own, which makes app development go more smoothly and ultimately promotes improvements in operations."
In this way, JAL has achieved approximately 300 operational improvements through kintone. Behind the scenes, out of reach of customers, staff are working day and night to develop a wide variety of business apps through their ingenuity. Many of these apps also have benefits for customers. For more information on the background of kintone's efforts, please see this article.
When you fly with JAL, if you feel that your flight is smoother or less stressful than before, this may be due to the operational improvements made possible by kintone, brought about by the enthusiasm of our on-site staff.
We'll take you behind the scenes of JAL's work, including inside stories on the introduction of the A350 and the development of in-flight meal menus.
The contents published are accurate at the time of publication and are subject to change.
