Performance Management, Measurement, and Reporting
Dr. Thomas worked with Gary Kelly to develop and implement Southwest Airlines’ financial planning, budgeting, and control systems. Their work was guided by many notable experts, including Herb Kelleher, John Denison, Gary Barron, Robin Cooper, Robert S. Kaplan, Tom Pryor, Gary Cokins, C. J. McNair-Connolly, Lidija Polutnik, Shannon W. Anderson, and S. Mark Young.
Cost Measurement and Reporting
For about a decade, Dr. Thomas worked extensively in support of Southwest Airlines’ supply chain management processes. His efforts included designing and implementing new processes (and related computer technology), competitor analysis, multiparty coordination, and sharing of cost information.
Selected to join a Task Force, Dr. Thomas assisted in the development of the Institute of Management Accountants’ conceptual framework for managerial costing.
Hospitality and Customer Service
At Southwest Airlines after 9/11/2001, much of Dr. Thomas’ work focused on customer service. Airlines faced a customer service crisis resulting from the dramatically increased security requirements following the terrorist attacks on New York and Washington, D.C.
Working with C. J. McNair-Connolly, Dr. Thomas examined how risk management and capacity cost management affect organizations manage through crises. This work culminated in the 2017 publication of “An Effective Response….”
Original Scholarly Articles
McNair-Connolly, C. J. & Thomas, C. R., 2017. An Effective Response: Smoldering crisis and capacity cost management. Cost Management. November/December 31(6), 1-23.
Articles for a Wider Audience, Discussions, and Editorials
White, Larry, B. Douglas Clinton, Anton van der Merwe, Gary Cokins, Chuck Thomas, Ken Templin, and Jim Huntzinger. 2011. “Why we need a conceptual framework for managerial costing.” Strategic Finance, 2011. 36.
Seibel, Fred, and Chuck Thomas. 2000. Manifest Destiny: Adaptive cargo routing at Southwest Airlines. Proceedings from the Fourth Annual Colloquium on the Application of Complex Adaptive Systems to Business, 27-33. Boston: The Ernst and Young Center for Business Innovation.
Awards & Honors
Beta Alpha Psi
Beta Gamma Sigma
Southwest Airlines President’s Award (1996)
Beta Alpha Psi Gamma Rho Chapter Distinguished Alumnus (Fall 2008)
Executive MBA Outstanding Professor Award, Baylor University (May 2012)