The business and support organizations at an airline have shallow understanding of one another.
Many applications that were developed and used in-house were unsatisfactory and therefore unused. User requirements went unfulfilled or missing. Users could not adequately express requirements.
Multiple interviews exposed insufficient understanding between front and back office roles and responsibilities, which resulted in miscommunication and inadequate collaboration.
A company-wide cross training program was initiated. This allowed all employees to learn about and gain insight into their coworkers in the business and support organizations.
The increased understanding led to improved collaboration, communication, and satisfactory and utilized applications.