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Air Canada: flying high with information technology

Research output: Contribution to Journal/MagazineJournal articlepeer-review

<mark>Journal publication date</mark>06/2014
<mark>Journal</mark>International Journal of Case Studies in Management
Issue number2
Publication StatusPublished
Early online date24/03/14
<mark>Original language</mark>English


By covering information technology (IT) management at Air Canada over two decades, this case illustrates the process of alignment between IT and business over time. During the 1990s, the focus was on efficiency and the IT department supported business through both the centralization of the IT function and the outsourcing of most of the IT activities, with the explicit objective of reducing costs. Twenty years later, at the time the case takes place, Air Canada had two key strategic objectives: operational excellence and customer proximity. In order to help meet these two objectives, IT now supported business through a hybrid structure and an innovation-based, "best-of-breed" sourcing strategy. Also, over the years, the IT department at Air Canada had developed processes aimed at ensuring efficient delivery of services by suppliers, as well as in-house processes to scan, identify and implement innovative IT solutions both for operational excellence and customer proximity.