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Southwest Airlines, the acknowledged low cost airline leader, invented the category in 1971
and today flies over 100 million passengers annually. SWA reached these heights, in part, with a
laser focus on controlling costs through efficiency throughout the enterprise. Homogeneous
fleets with well-defined processes for operating and maintaining them are a key part of that
focus. But even leaders recognize that staying on technology’s cutting edge is critical to
maintaining an advantage in the airline industry’s most competitive segment.
Don Tilden, Director, Central Publications at SWA, saw an opportunity to enhance the
airline's methods for managing the near-endless stream of technical information flowing into
and through enterprise systems - to staffers and outsourced service providers worldwide.
Without immediate, global access to the freshest, most accurate technical information, delays –
and related revenue risks - are inevitable. Meanwhile, regulatory compliance - a key priority for
every flight operations professional - can become an overwhelming task, in the absence of
systems specifically built to meet this requirement.
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