Southwest Airlines has grown from upstart to the largest U.S. airline in terms of number of passengers flown while recording 34 consecutive years of profitability. Through most of those 34 years, Southwest management emphasized high touch rather than automation as critical to business success....

Enterprise architecture is the organizing logic for business processes and IT infrastructure, reflecting the integration and standardization requirements of the firm's operating model. CISR research has found that firms go through four stages of architecture maturity as they learn to enhance the...