HRM 3400 Chapter Notes - Chapter 15: Southwest Airlines, Notification Service, Direct-Sequence Spread Spectrum
23 May 2018
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HRM 3400 Chapter 15 Notes – Summary
Introduction
• When Fred found out that Southwest was given a low score for its flight notification
service in a Wall Street Journal poll, he took action.
• Although information systems are typically credited for providing business managers
and decision makers with information they can use, they also supply information that
customers can use.
• Information generated by MISs and DSSs can act as a service to a copay’s ustoers,
such as with Google Search, or as a value added, such as UPS package tracking.
• Another example is Amazon, which uses information about purchases customers have
made on the Amazon Web site to recommend other products that might interest them.
• Fred Taylor of Southwest Airlines wanted to empower his customers with up to- the-
minute reports on flight information.
• Not only would his system notify travelers of flight delays, but also of gate changes,
opportunities to upgrade, cancellations and rescheduling, and other information that
can assist travelers with their preparations.
• Fred decided that the best way to inform passengers of preflight information was by
phone.
• Southest does ot hae aess to all passegers’ e-mail addresses or cell phone
numbers, so it cannot depend on e-mail or text messaging.
• It does, hoeer, hae aess to all ustoers’ phoe uers.
• Fred and his team reviewed a dozen services that offer automated phone messaging
systems.
• It settled on Varolii Corporation, which specializes in helping companies stay in touch
with employees and customers through personalized automated phone messages.
• Fred and his team had to develop an MIS that pulled information from its reservation
database provided by Sabre reservations systes ad fro Southest’s o dataase
that manages flight information.
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