2:00 pm – 3:00 pm | Presentation | Room: Coral 1 & 2
Case Study - Creating a Culture of Business Process Management at Southwest Airlines
The journey to maturing Business Process Management (BPM) in large organizations is paved with rough roads, and many obstacles. Southwest connects People to what's important in their lives through friendly, reliable, and low-cost air travel. Process captures the Southwest way of "how things get done" at Southwest, and goes hand in hand with culture. Establishing BPM at Southwest involved ways to empower employees, providing a way to publish process, and identify improvements with the most impact. This presentation will cover how Southwest Airlines is navigating the challenges faced while deploying the new Business Process Architecture team and toolset. Specifically, we will demonstrate how Customer Empathy, Capability & Strategy Mapping techniques can be used to develop new service models and develop adoption strategies.
- Understand challenges while deploying BPM
- Using Customer Empathy maps to determine target audience for training, communication, and adoption
- Using Capability & Strategy Maps to determine your service model
Enterprise Business Architect
Andrew Mathieson currently serves as the Enterprise Business Architect within Southwest Airlines Technology Department. In this role, Andrew is responsible for improving efficient and effective delivery across the Enterprise. Andrew is tasked with ensuring that historically disparate frameworks and data are connected through Business Capabilities, including Process, Data, Application Architecture, Finance, People and Planning & Strategy. Andrew joined Southwest in 2015 as an Enterprise Architect in EA and was key in moving forward the maturity of the Business Process Architecture method and building the relevant team. Andrew earned a Bachelor of Arts from the University of Toronto and a degree in Computer Science from Seneca College. He is married to his wife, Angel, and they have four children.
Andrew's 2017 Presentations:
- Case Study - Creating a Culture of Business Process Management at Southwest Airlines
Wednesday, November 8, 2017 (2:00 pm – 3:00 pm)