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In-Depth Information
Business
Process
Business
Process
CORE
BUSINESS
Business
Process
CUSTOMERS
Business
Process
DEPARTMENTS
Figure 3-1
Business processes supporting core business.
core business. One primary process is ticketing and seat reservation. Review the
tasks in this business process:
•
Ascertain the customer's present travel requirements
•
Find suitable discounted plans
•
Check possible routing options and connecting flights
•
Verify seat availability
•
Reserve seats on selected flight routes
•
Record meal and other preferences
•
Issue ticket
•
Collect airfare
•
Print itinerary
The ticketing and seat reservation process consists of tasks performed—all part
of the core business of providing air transportation to customers. You may continue
your review with other processes such as passenger check-in, luggage handling,
promotional campaigns, aircraft maintenance, crew scheduling, frequent flyer oper-
ations, and so on. Apart from the primary processes, an organization conducts sec-
ondary or incidental processes. In a major organization, you will find hundreds of
different processes, all of them, however, performed under the overall purpose of
the core business.
Information as a Major Asset
Go back to the example of the airline company and the process of ticketing and
seat reservation. How does the company carry out this process? To accomplish this
process, the organization makes use of assets and resources. Look at the terminal
building and the ticketing counter itself. Observe all the equipment and materials
needed to perform this process. What about the people needed to complete the
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