SWIN BUR . NE INF10009 Introduction to Business Information Systems Tutorial Process & Decisions Instruction Students to work in teams for each question and the tutor will discuss together prodding input from each team. Activities 1. Budget Air Budget Air(BA) has received numerous customer complaints about customer service. A fact finding exercise revealed the following facts - BA has an online system for sales of tickets, online check-in. - most customers do online check-in as that are under the impression that it is faster than manual check-in. - usually there are 5 counters for checking in - the 1st counter is labelled Document check while the others are labeled baggage drop. - customers who have done on line check-in are initially happy when they arrive at airport as there are 4 counters for baggage drop. - The shortest queue is document check counter. Customers who have NOT checked in online proceed to that counter. Customers who have lined up for 30 min on the shortest queue leave in disgust as they are told to do self check in at the new self service kiosk. - if they have check in baggage, they are still asked to proceed to baggage drop upon completing the self check in. -customers are observed complaining that the checkin is 10 min per person on average for baggage drop - customers who have done online checkin are then given a boarding pass to replace the on line checkin document. - there are 10 self serve kiosk for self checkin at airport but some customers need help so 3 staff are standing around to provide assistance. - BA would announce for customers whose flight would be flying in 30 min to proceed to emergency check in at the 6th counter. Customers who arrive late fume while fretting they would miss their flight for a good hour before this happens. - 1 customer complained that the online checkin documents included baggage barcodes which the checkin officer asked the customer to put in a label that is tied onto bag handle. The officer took 1 min to scan and rescan the bar code and finally saw that the system had errorneously printed the baggage barcodes for to flight and not the return flight. Baggage officer then requested the print of the Barcode Labels which was a procedure used in the system before the current one. In teams of 3 or 4, A. Discuss on the work flow above, and identify the process issues B. The above situation requires BPM. Explain BPM. Is that the same as Business Process modelling? C. Would you solve the above problem using @Copyright: 2019 Swinburne University of Technology Tutorial Process & Decisions Version 5.1 Author: Josephine Pow CRICOS: 073432E TOID: 3059 1/05/2023 Page 1 of 4
INF10009 Introduction to Business Information Systems Tutorial Process & Decisions SWIN BUR . NE . - automation? - BPR? - streamlining? - Business continuous improvement? D. Would metrics help? Explain and give examples. HINT: CUSTOMERS 2. Closing Case