MPM701: Business Process Management Report on Airline Processes

This report analyzes the inefficient ticket reservation system of an airline, identifying issues like lack of personnel and outdated systems that lead to customer dissatisfaction and revenue loss. It proposes a business process re-engineering (BPR) approach, including an "As-Is" diagram representing the current state and a "To-Be" process with a mobile application and ERP integration for streamlined ticket reservations. The proposed solution leverages ERP for real-time database updates, simplifying processes for the sales team and enhancing customer experience. The report considers potential organizational resistance, lack of readiness for change, and the need for proper training during implementation. It concludes by highlighting the implications of the proposed solution, including increased revenue, improved inter-departmental communication, enhanced customer service, and reduced operational costs.

Running head: BUSINESS PROCESS MANAGEMENT
BUSINESS PROCESS MANAGEMENT
Name of student
Name of university
Author’s note:

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As-Is Diagram
Proposed solution
Importance of business process architecture
The business process architecture is essential for gaining the valuable insight
regarding the present business process and the functioning of the present business scenario
(Chang 2016). The present problem and the most urgent problem is the inefficient ticket
reservation system of the airline that is creating several difficulties for the common people
while making any ticket reservation. The lack of the personnel in the airport ground is
creating the problem of improper conveying of the information regarding the ticket
availability. This is creating the loss of customers for the company as the people are not
satisfied with the services that are provided by the company and it led to the loss of revenue
of the company. The lack of proper ticket reservation system is creating significant issues for
the sales team as it is not possible for them receive the bookings and the ensuring the proper

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seating arrangements. It would be significantly for the Tulloch Air as it would help the airline
to understand the gaps in the business process and the sector where the effective
improvement is required.
Description of To-Be process
The To Be process is the predicted business process of the business that would be
gained after the business process re-engineering (Hammer 2015). The To-Be process of the
business process would help in implementing the mobile application for allowing the ticket
reservation using the mobile devices along with additional security compared to the websites.
The application would be added with the ERP that would help in updating the seats in the
database of the Airline instantly and allowing the faster processing of the transactions. It
would help in simplifying the procedure for the sales team as they would have the updated
information in real time. In the proposed solution, the ERP is used for maintaining the record
of the tickets reserved and the transaction details for future use. It updates the information of
the database instantly for allowing the access to the accurate information for the sales team
who need the updated information for providing the accurate information to the customers
who wish to book any ticket from the ticket counter in the airport.

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To-be diagram
Key aspects of the solution
ERP or the Enterprise Resource Planning is an integrated management of the core
business processes, frequently in the real time and it is mediated by the technology and
software. This software could be categorised as the business management software that is
commonly the combination of the integration application that could be utilised by the
organisation for collecting, storing, managing as well as interpreting the data from the several
business activities. The ERP offers the integrated and the constantly updated insight of the
core business process through the common databases that is maintained by the database
management system. The ERP system tracks the resources of the business like the cash, raw
materials, the capacity of the production and the condition of the business commitments such
as the purchase orders, orders and the payroll.

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Solution Considerations
Considerations that might impact
During the reengineering phase there would be significant considerations that would
impact significantly on the organisation. Some of the considerations could be:
Organisational resistance: When the BPR is implemented in any organisation, it
would lead to the alteration of several processes and functions that were earlier easy for the
employees to execute. Due to this, it has been observed that there could be the organisational
resistance for implementing BPR (Huang et al. 2015). Even though the focal persons would
be able to drive the BPR activities, the supervisors could be hesitant to provide the required
help to the subordinates and they could be unwilling to conduct the required verifications
sessions (Rinaldi, Montanari and Bottani 2015). Rest of the employees in re-engineered
departments understood the BPR as the duties of the focal persons and the supervisors (Jeston
2014). This leads to the misunderstanding among the employees and the subordinates and
damages the organisational culture (Vom Brocke et al. 2014).
Lack of readiness of the organisation to change: There might be some department
where the changes could not be implemented easily as these departments might not be ready
for the changes. There could be lack of support and the continuity by the top management as
there is minimal progress afterwards the changes has been implemented (Laguna and
Marklund 2018).
Lack of training and education: There might be issue when the required training is not
provided to the employees and it led to the failure of the BPR as it did not provide the
benefits it was intended to provide (Pattanayak and Roy 2015).
The implications of the proposed solution is that it would help the organisation to gain
revenue with the interest of the people to travel with the company would rise as the new

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system would provide the required facilities that were not provided earlier. It could have
significant implications within the organisation as there would not be any kind of
misunderstanding among the various departments when all the departments are working
under the same platform using the same technology. It could help the employees and the
departments to provide the services and the products easily to the customers. The customers
could easily execute the transactions without the issue or danger of security of the transaction
details. The organisation would not have to provide the extra money to any travel agent as
there might be no requirement of any appointing of travel agent as the customers could
readily view the inventory of the airline and the available seats as well as the available
airplanes that they could board according to their preference.

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Bibliography
Chang, J.F., 2016. Business process management systems: strategy and implementation.
Auerbach Publications.
Hammer, M., 2015. What is business process management?. In Handbook on business
process management 1 (pp. 3-16). Springer, Berlin, Heidelberg.
Huang, S.Y., Lee, C.H., Chiu, A.A. and Yen, D.C., 2015. How business process
reengineering affects information technology investment and employee performance under
different performance measurement. Information Systems Frontiers, 17(5), pp.1133-1144.
Jeston, J., 2014. Business process management. Routledge.
Laguna, M. and Marklund, J., 2018. Business process modeling, simulation and design.
Chapman and Hall/CRC.
Pattanayak, S. and Roy, S., 2015. Synergizing business process reengineering with enterprise
resource planning system in capital goods industry. Procedia-Social and Behavioral
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Rinaldi, M., Montanari, R. and Bottani, E., 2015. Improving the efficiency of public
administrations through business process reengineering and simulation: A case
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Vom Brocke, J., Schmiedel, T., Recker, J., Trkman, P., Mertens, W. and Viaene, S., 2014.
Ten principles of good business process management. Business process management
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