Step inside American’s IOC unit, where customer journeys are saved
Source: American Airlines Like the conductor of an orchestra, Ron Erdmann leads a closely coordinated team of professionals. But instead of music, Ron is conducting American’s Boeing 777 operation on a recent afternoon. Ron, a 35-year veteran of the airline, is an operations coordinator based at American’s Integrated Operations Center (IOC) in Fort Worth, Texas. Before him is a three-dimensional puzzle that’s playing out across five continents: the 67 777s in American’s fleet and the backbone of the airline’s long-haul operation. At his side are the three other members of his unit: senior aircraft router Matt Hair, who looks after the aircraft themselves; crew coordinator Tiffany Gray-Coleman, who ensures the aircraft have crews available for their flights; and system customer [...]