What Is RPM? - Slide 4

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Even though the weather in Boston is sunny without a cloud in the sky, there are extreme winds and rain in Cincinnati, the connecting city.  These conditions cause the flight to be delayed two hours until the winds calm down.

  1. With an RPM solution – An airline’s notifications to customers, via text or phone call, are timely and accurate and provide additional alternatives for connecting flights or other services. 
  2. Without an RPM solution – An airline may text message its customers, but the data may not be as timely or accurate and does not have the ability to position other offerings to a customer. Therefore, upon arrival, passengers are often upset by the idea that their flight is delayed and have to wait in the airport for two hours.
  3. How this affects IT – The IT department has previously prepared data path scenarios for such event changes and is able to seamlessly contact each passenger via their preferred method.  Also, the scenarios can alert internal departments of the delays and their impact to crews, aircraft, etc. without having to go into each system individually.

What is RPM? Responsive Process Management (RPM) allows an organization to sense and respond to changing conditions and customer interactions as they occur, enabling these businesses to analyze and track what is about to happen as opposed to what has already happened.

For example, we can see RPM’s impact in routine activities such as flight operations management and customer experience within an airline. This slideshow will explain how an RPM solution benefits the airline by examining a scenario of traveling for a business meeting from Boston, connecting through Cincinnati, and landing in San Francisco.  Each situation will show a common event in air travel and describe the result if that airline has or does not have an RPM solution in place. Finally, it will illustrate what it could mean for the IT department.

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