Before 2000, there was a problem known as The Year 2000 (Y2K) facing the computer-related functions, which was the abbreviation of a four-digit year into two digits. Since Delta have to fix this issues, Mullin convinced Feld to take on the role of CIO at Delta until January 1,2000. Mullin and Feld committed to not only fix the Y2K issue, but to restore the Information Technology as a strategic tool in Delta.
To lead the organizational transformation centered on the assumption of information in real time they created a small team that includes the senior executives- the chief financial officer, the executive vice president of customer service, and the head of airline operations (Wiell & Ross, 2004). The executive team was known by the name Information Technology Board. As one of the IT Board most important responsibilities in order to achieve their target is defining the IT role in the firm. They stated four principles:
• Adopt a process view of the firm.
• Build a corporate infrastructure to support cross-functional processes.
• Build and leverage a standardized environment.
• Focus on the customer.
Feld and the IT Board worked together to build the enterprise architecture as a first step in restore Delta’s Information Technology. As a second step the IT Board determined the core operations of the company: (1) customer experience, (2) airline operation, (3) digital dashboard for revenue management, and (4) wired workforce wired for administrative functions.
They knew the importance of developing and implementing all the four core operations, but they cannot do that at one time. The IT Board chose to repair the flight operations and the customer experience, two processes that ran on the firm’s existing outdated airport-based technologies (Wiell & Ross, 2004).
Management defined the information requirements for these two core processes in terms of nine databases: location, schedule, flight, maintenance, equipment, employee, aircraft, customer, and ticket. A key component of the architecture was the Delta Nervous System (DNS), a middleware environment that captured and disseminated data to employees and applications (Wiell & Ross, 2004).
Delta Nervous System
From 2000 through 2005 Delta started working on Delta Nervous System (DNS) a new information technology infrastructure, which cost Delta over $1.5 billion to develop. DNS intervened in the efficiency of almost every area of Delta’s operations. Connects databases that track everything from reservations and ticketing, to check-in and baggage handling, flight crew and operations. The approach used in the DNS was “publish and subscribe” approach. Whenever a certain data items change all applications subscribed to the DNS will be notified, so that employees will always have current data and information and consequently they have the ability to respond to changes as needed (Turban, Rainer & Potter, 2005). Connected through DNS, individual systems report new ticket reservation changes, and...