What Is RPM? - Slide 6

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Yet another irregular operation has occurred, and the delayed connecting flight from Cincinnati to San Francisco is now oversold.

  1. With an RPM solution – The airline is able to sift through the customer data in real time and, based on pre-programmed rules and processes, such as number of connections or final destination, determine whom to offer an upgrade or ticket voucher.  Upon determining the top candidates, the airline is also able to proactively provide these customers with other flight options that would help them land in San Francisco as soon as possible.
  2. Without RPM solution – The airline is not able to gain insight into the customers on that flight and relies on the “tried and true” method of solving the overbooked problem – make a blanket announcement through the PA system and hope that a few willing passengers will help.
  3. How this affects IT – The IT department is able to rapidly sift through customer data and respond accordingly as opposed to manually checking customer profiles and connecting flights.

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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