Olá! O texto fala sobre uma empresa aérea americana que cresceu muito e teve de implantar vários sistemas de TI, além de ter realizado várias mudanças por conta dos ataques terroristas do 11 de Setembro. Eis o contexto: When the airline grew to over 500 planes, over 100 million passengers, and thousands of flights a day, that kind of personal troubleshooting wasn't possible anymore. What happeneed instead is what always happens: deep specialization and systems. There were passenger systems, scheduling systems, and customer service systems - all function specific and optimized for the piece of the puzzle they were designed to serve. The end-to-end passenger view got increasingly lost. Going back to the past wasn't an option, so the company brought in a team of high-powered consultants to rethink the way the company integrated all the things that had to happen, from the customer perspective. Poderiam dar sugestões para o trecho assinalado? Obrigada.