In keeping with its reputation as an upstart in the airline industry, Southwest has been quick to embrace new business models and technology over the years. As an example, it was the first to offer ticketless service, starting in 1994. Two years later, it became the first carrier to launch a website.
"As Southwest adopts new technology, our function has to adapt," Southwest Airlines’ vice president of internal audit, Katherine Finley, says. However, sometimes her team has had to move faster than expected to meet change effectively. She cites the move to enable mobile device check-in as an example of a time when internal audit had to pivot on short notice. Findley recently decided to create a special task force to help support the company in those efforts.