Technology does not fix process problems, but that's still what people want to see
A lovely example of the "Someone screwed up. What are you going to buy to fix it?" mentality that plagues this industry:
an employee accidentally disabled the computers while running a routine test on Unimatic, United's flight operations system...More than 260 United flights were delayed for an average of 90 minutes, and nearly 70 other flights were cancelled altogether. The timing couldn't have been worse. The system crashed between 8 a.m. and 10 a.m. Chicago time, right in the heart of the morning rush..."As soon as it happened, the I.T. employee who made the mistake knew what it meant to the system," says Robin Urbanski, a United spokeswoman. "It was just simple human error during a routine test of our flight operation system. It's unfortunate, but we're developing new processes that will prevent future issues like these from impacting our customers."
Making matters worse, according to Urbanski, was the fact that this testing snafu also knocked out Unimatic's backup system. She declined to comment on what new processes would be implemented, or if new software and hardware would be installed.
Why on earth "new software and hardware would be installed" when it is a process problem that they are addressing is beyond me. But this is the immediate assumption of industry watchers, not least of whom are the managers and executive.
"To fix a problem you got to buy something". Just changing the way we do it is not reassuring.