American Airlines 1997 Annual Report Download - page 31

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which TSG and IBM became the preferred information tech-
nology providers for Cathay Pacific, helping that airline
develop and manage a variety of system solutions. Under the
terms of another contract finalized in 1997, TSG is partner-
ing with IBM, GE Spacenet, and the International Technology
Corporation - Sirena to create Sirena 3. That suite of products
will modernize airline management technology for the air-
lines of the Commonwealth of Independent States (formerly
the Soviet Union).
In 1997, The SABRE Group also landed a seven-year
agreement with London Underground Limited to rewrite
and maintain its train and crew scheduling system, as well as
five-year outsourcing contracts with Dollar Rent a Car and
Thrifty Car Rental to manage their reservations and back
office systems.
While we expect new outsourcing agreements to be an
important source of revenue growth in the years to come,
American Airlines will likely remain The SABRE Group’s
largest information technology client. 1997 was the first full
year of the long-term services agreement between American
and The SABRE Group, which provides virtually all of the air-
line’s information technology requirements, including data
processing, network and distributed systems.
29
As a leader in using
technology to improve
customer service, AMR
relies on its people to
ensure that automation
works in real-world
situations. No one
has overseen more
front-line testing and
trouble-shooting than
Lynn Keryte, a 16-
year passenger ser-
vices agent, and
her colleagues in
Albuquerque.