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Improving IT-Enabled Sense and Respond Capabilities: An Application of Business Activity Monitoring at Southern International Airlines
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Author(s): Richard Welke (Georgia State University, USA), Gabriel Cavalheiro (Ernst & Young, NL)and Ajantha Dahanayake (Georgia College & State University, USA)
Copyright: 2009
Pages: 18
Source title:
Selected Readings on Strategic Information Systems
Source Author(s)/Editor(s): M. Gordon Hunter (University of Lethbridge, Canada)
DOI: 10.4018/978-1-60566-090-5.ch008
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Abstract
Commercial airlines face an extremely challenging operating and competitive environment. To remain in business they must comply with everchanging regulatory requirements while, at the same time, minimizing their operational costs without sacrificing customer expectations of service levels. Increasingly, airlines are realizing that a “plan-execute” mode of operation must give way to a “sense-respond” mode of operation; in other words they must become a real-time (agile) organization, capable of sensing the occurrence of unforeseen events such as the placement of a last-minute shipping order, flight delays, and cancellations, and respond effectively in real-time to such events. To enable enterprises in general, and the airline industry in particular, to improve their sense-and-respond capabilities and ensure better resource utilization, a number of software vendors are offering event stream processing and Business Activity Monitoring (BAM) solutions. This case examines a longitudinal set of real-world implementation projects using such a solution at a major US airline (referred to as Southern International Airlines) and the results and lessons gained from this deployment.
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