HRM 3400 Chapter Notes - Chapter 16: Southwest Airlines, Business Intelligence
23 May 2018
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HRM 3400 Chapter 16 Notes – Summary
Introduction
• In the early testing of the system, Fred received a call from a flustered gate attendant
who had a line of passengers asking about a gate change notification.
• The passengers had received notification before the attendant!
• After that, a slight delay was programmed into the system to make sure that the
information was disseminated to the right people at the right time.
• As Fred and his crew rolled out the new system, they included a failsafe to make sure no
misinformation was mistakenly sent to passengers.
• Each notification requires a human review prior to sending the information to Varolii for
phoning.
• Oe a otifiatio gets approed, ustoers’ phoes rig ithin seconds.
• Upon answering, the customer hears a chime, indicating an automated message, and a
persoale oie that prolais, This is “outhest Airlies allig.
• The message continues with details on flight information and advice on how to proceed
and ends with the offer to connect the customer to a service representative.
• “outhest is o olletig traelers’ ell phoe uers ad e-mail addresses so it can
extend its service to other forms of communication.
• Its Chief Apology Officer continues to explore new ways to apply information systems to
making customers happy.
Inputs to a Management Information System
• Data that enters an MIS originates from both internal and external sources, including a
opay’s supply hai, first disussed
• The most sigifiat iteral data soures for a MI“ are the orgaizatio’s arious TP“
and ERP systems and related databases.
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