Improving IT-Enabled Sense and Respond Capabilities

2011 ◽  
pp. 504-519
Author(s):  
Richard Welke ◽  
Gabriel Cavalheiro
Keyword(s):  
Real Time ◽  
Airline Industry ◽  
Flight Delays ◽  
Service Levels ◽  
Event Stream ◽  
Customer Expectations ◽  
Operational Costs ◽  
Mode Of Operation ◽  
Sense And Respond ◽  
International Airlines

Commercial airlines face an extremely challenging operating and competitive environment. To remain in business they must comply with ever-changing 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.

Improving IT-Enabled Sense and Respond Capabilities

2009 ◽  
pp. 305-325
Author(s):  
S.C. Lenny Koh ◽  
Stuart Maguire
Keyword(s):  
Real Time ◽  
Airline Industry ◽  
Flight Delays ◽  
Service Levels ◽  
Event Stream ◽  
Customer Expectations ◽  
Operational Costs ◽  
Mode Of Operation ◽  
Sense And Respond ◽  
International Airlines

Commercial airlines face an extremely challenging operating and competitive environment. To remain in business they must comply with ever-changing 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.

Improving IT-Enabled Sense and Respond Capabilities

2009 ◽  
pp. 94-111
Author(s):  
Richard Welke ◽  
Gabriel Cavalheiro ◽  
Ajantha Dahanayake
Keyword(s):  
Real Time ◽  
Airline Industry ◽  
Flight Delays ◽  
Service Levels ◽  
Event Stream ◽  
Customer Expectations ◽  
Operational Costs ◽  
Mode Of Operation ◽  
Sense And Respond ◽  
International Airlines

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.

scholarly journals Simple, cost-effective technique for portable digital eletrocorticography

2000 ◽  
Vol 58 (2B) ◽  
pp. 424-427 ◽  
Author(s):  
PAULO R. M. DE BITTENCOURT ◽  
MARCOS C. SANDMANN ◽  
MARLUS S. MORO ◽  
JOÃO C. DE ARAÚJO
Keyword(s):  
Real Time ◽  
Epilepsy Surgery ◽  
Vascular Malformations ◽  
Cost Effective ◽  
New Method ◽  
Cortical Lesions ◽  
Effective Technique ◽  
Seizure Disorders ◽  
Operational Costs ◽  
Cost Effective Technique

We revised 16 patients submitted to epilepsy surgery using a new method of digital, real-time, portable electrocorticography. Patients were operated upon over a period of 28 months. There were no complications. The exam was useful in 13 cases. The low installation and operational costs, the reliability and simplicity of the method, indicate it may be useful for defining the epileptogenic regions in a variety of circumnstances, including surgery for tumors, vascular malformations, and other cortical lesions associated with seizure disorders.

scholarly journals Airline Financial Distress and Customer Satisfaction

2011 ◽  
Vol 48 (1) ◽  
Author(s):  
Dina Ribbink ◽  
Christian Hofer ◽  
Martin Dresner
Keyword(s):  
Customer Service ◽  
Airline Industry ◽  
Financial Distress ◽  
Service Levels ◽  
The Third ◽  
Time Performance ◽  
Using Data ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

An investigation is conducted on the effect of financial distress on customer service levels in the U.S. airline industry. Using data from the first quarter of 1998 to the third quarter of 2006, we employ a seemingly unrelated regressions (SUR) model to analyze the impact of financial distress on three measures of customer service. We find that higher financial distress is associated with better on-time performance of airlines and fewer lost bags. The relationship of airline financial distress to the number of bumped customers, however, is insignificant.

scholarly journals Dynamic Scheduling and Communication System to Manage Last Mile Handovers

Logistics ◽  
2020 ◽  
Vol 4 (2) ◽  
pp. 13
Author(s):  
Vijay Paidi ◽  
Roger G. Nyberg ◽  
Johan Håkansson
Keyword(s):  
Decision Support ◽  
Decision Support System ◽  
Real Time ◽  
Support System ◽  
Communication System ◽  
Dynamic Scheduling ◽  
Multiparty Communication ◽  
Operational Costs ◽  
Last Mile ◽  
Business Opportunities

Last mile handover is the most problematic phase in the delivery process, while real-time communication and dynamic scheduling are major problem areas associated with attended last mile handovers. These problem areas need to be addressed holistically to facilitate efficient last mile handovers. The aim of this paper is to report the design and functionalities of a decision-support system which holistically addresses these problem areas. The functionalities of decision-support system which addresses dynamic scheduling and real-time communication problem areas are discussed using case studies. We conclude that a holistic decision-support system with multiparty communication among the stakeholders facilitates improving customer satisfaction, business opportunities and reducing operational costs for logistics companies.

Can Customer Expectations be Measured in Real Time?

2016 ◽  
Vol 15 (01) ◽  
pp. 119-149
Author(s):  
Yen-Hao Hsieh ◽  
Soe-Tsyr Yuan
Keyword(s):  
Real Time ◽  
Service Providers ◽  
Service Encounters ◽  
Time Dynamic ◽  
Customer Expectations ◽  
Customer Expectation ◽  
Academic Fields ◽  
Expectation Management ◽  
Customer Expectation Management ◽  
Measurement Mechanism

Customer expectation has been an important issue across different academic fields. Customer expectation management enables service providers to provide customers with suitable services in order to achieve high customer satisfaction especially in real-time dynamic service contexts. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure real-time customer expectations during service delivery. Hence, this study proposes a customer expectation measurement mechanism and evaluates its feasibility and reliability through simulations. Simulation results show that the proposed mechanism offers researchers and service providers a feasible approach to measuring and managing real-time customer expectations at service encounters for building satisfactory customer experiences.

CHOOSING BETWEEN DESIGN OPTIONS FOR REAL-TIME COMPUTERS TOLERATING A SINGLE FAULT

2010 ◽  
Vol 19 (05) ◽  
pp. 1041-1068 ◽  
Author(s):  
REFIK SAMET
Keyword(s):  
Fault Tolerance ◽  
Optimal Design ◽  
Real Time ◽  
Graphical Models ◽  
Fault Tolerant ◽  
Single Fault ◽  
Mode Of Operation ◽  
Real Time Applications ◽  
The Many ◽  
Design Options

This paper proposes a methodology for supporting the design of fault-tolerant computers for real-time applications. To this end, the paper first presents steps of fault tolerance and describes mechanisms that can be used to realize them. Then, the design options consisting of described mechanisms are proposed and a table summarizing them is designed. From that, the paper proposes a flowchart for choosing between the many various design options available for building a redundant computer system. Choosing an optimal design option is performed according to the number of redundant computers, the mode of operation of redundant computers, the computer failure mode and the severity of the real-time constraint. Finally, graphical models for sequencing the mechanisms of design options are proposed. The main merit of the proposed methodology includes a spectrum of design options of fault-tolerant mechanisms for real-time computers tolerating a single fault at a time and a guide for choosing between them.

scholarly journals Understanding the operating landscape of the global airline industry: A DEA integrated alternating conditional expectation approach

2019 ◽  
Vol 9 (2) ◽  
pp. 27
Author(s):  
Joyce Low ◽  
Kum Khiong Yang
Keyword(s):  
Human Resources ◽  
Airline Industry ◽  
Conditional Expectation ◽  
Low Cost ◽  
Service Differentiation ◽  
Holistic View ◽  
Alternating Conditional Expectation ◽  
Physical Resources ◽  
Increase Productivity ◽  
International Airlines

Purpose: This study investigates the relationships between service efficiency in 5 major cost centres (namely, business orientation, network coverage, physical resources, maintenance, repair and overhaul (MRO), and human resources) and profitability in the global airline industry.Design/methodology/approach: The study integrates the Slack-based Model (SBM) of Data Envelopment Analysis (DEA) with the Alternating Conditional Expectation (ACE) regression to understand the relationships between an airline’s profitability and its efficiencies in 5 identified operations areas.Findings: Based on the observational data obtained from 75 international airlines, the relationships between operational performances and profitability are found to be curvilinear and contingent on an airline’s operating model.Research limitations/implications: The omission of non-IATA airlines and many low cost carriers may hinder a holistic view of the airline industry.Practical implications: Management can influence the profitability of an airline through its strategic operations decisions that affect an airline’s cost, service quality, and financial structure after the influences of location and size have set the stage. Airlines pursuing cost leadership should seek to increase productivity especially in MRO, human resources and physical resources; whereas airlines pursuing service differentiation may choose to provide quality service at lower efficiencies or pursue an approach to improve quality and efficiencies simultaneously.Originality/value: Identifying operations practices that are consistent with a firm’s competitive priorities is important in the multifaceted service environment today. An integrated SBM-ACE regression model, which permits different input-output mix, variable return to scale and non-linear relationship, is proposed and applied to analyze the profit impact of service efficiencies in the five key operations areas.

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