Business Process Management Report: Causes, Problems, and Solutions

This report provides a detailed analysis of business process management (BPM) issues within Jumbo Airlines. It identifies causes and consequences of operational problems, such as communication breakdowns, delays, and inefficiencies in catering and information management. The report includes a Gap Model and an As-Is Diagram to visualize these issues. A key recommendation is the implementation of an IT infrastructure to improve data processing, communication, and overall business efficiency. The report suggests that incorporating agents within the IT framework would enhance stakeholder communication and streamline processes. The bibliography cites relevant sources to support the analysis and recommendations. Overall, the report provides a strategic framework for improving business processes within Jumbo Airlines, emphasizing the importance of IT solutions to address current challenges.

Running head: BUSINESS PROCESS MANAGEMENT
Business Process Management
Name of the Student
Name of the University

1BUSINESS PROCESS MANAGEMENT
Table of Contents
1. Causes, Problems and Consequences:.........................................................................................2
2. Gap Model:..................................................................................................................................4
3. Project Scoping Diagram:............................................................................................................5
4. As-IS Diagram:............................................................................................................................6
Bibliography:...................................................................................................................................8

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1. Causes, Problems and Consequences:
Causes Problems Consequences
Inappropriate communication
among the customers and
Jumbo Airlines booking
department
1. The customers have
complained that inappropriate
costs are charged for flights
2. The passengers are not
getting the details of flight
Both of the problems are
resulting into low customer
satisfaction. Jumbo Airlines
may lose it business because
of inappropriate services they
provide.
The catering order processing
operation is manual and time
consuming. From getting the
orders over telephone and
sending mail to catering
organization a lot time is
consumed.
There has been a great delay
in flight departures.
The passengers are often
unhappy because of the delay
in departure.
As this issue mainly happens
in the busy Melbourne
airport, the passengers may
choose to book flights
through competitors.
Catering services are not
available to all the regional
areas.
The refreshments is not
possible to provide to all
services travelling to
Melbourne.
This will be resulted into
customer dissatisfaction. The
customer will not be
contacting Jumbo Airlines in
future.
Various departments sends a
lot of paper based and email
A huge of amount of
information has to be handled
Shelley Percival is not able to
handle the amount of work

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information. manually at accounting
department.
that has to be done thus
resulting into error.
Shelley Percival is not able to
present at office every day
thus delay in work happens.
Improper communication
between scheduling and
booking department
Delay in flights The customers of Jumbo
Airlines is choosing to buy
services from competitors
thus resulting in loosing
business.

4BUSINESS PROCESS MANAGEMENT
2. Gap Model:

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3. Project Scoping Diagram:

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4. As-IS Diagram:

7BUSINESS PROCESS MANAGEMENT
Strategy and Justification: The best strategy right now for Jumbo Airlines is
implementation of IT infrastructure at organizational level. The organization should consider
including agents within the framework.
The IT framework will allow the organization to gather all the business related data very
efficiently. All the stakeholders will be able to properly communicate with Jumbo Airlines. The
business process will enhance significantly as data processing will be fluent and almost error
free.