By thoroughly going through information technology (IT) management at Air Canada over two decades, this case illustrates the process of adjustment between the IT and business with the passage of time. During the 1990s, the focus was on efficacy and company was supported by the IT section through the centralization of the IT function and the outsourcing of most of the IT tasks, with the explicit aim of reducing prices.
Twenty years after, at the time the case takes place, Air Canada had two key strategic objectives: operational excellence and customer loyalty. In order to help meet those two objectives, IT now supported business through a hybrid construction and an innovation-based, "best-of-breed" sourcing strategy.
Air Canada Flying high with international technology Case Solution
Also, over time, the IT section at Air Canada had developed procedures geared toward ensuring efficient delivery of services by providers, also as in house processes to scan, identify and implement advanced IT solutions both for client proximity and operational excellence.
PUBLICATION DATE: March 24, 2014 PRODUCT #: HEC045-PDF-ENG
This is just an excerpt. This case is about TECHNOLOGY & OPERATIONS
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