Chau Phan (Amelia) – 501106597
ITM 415 After class Exercise #3
Exercise 6.6
1)
Measurements
Material
Machine
Reservation system
didn’t confirm modified
booking
System issued flight
tickets with different
dates.
Travel agent wrote a
confirmation email to
the customer without
checking the system
Milieu
Man
Method
Errors in
customer’s
booking
Material
Measurements
Machine
Long responding time
for customer’s
requests for quotes
and itineraries
Employee took up to 2 days
to respond to complicated
itinerary request
Employee didn’t receive enough
training for more complicated
requests
Milieu
Man
Method
Measurements
Travel agents made
miscalculations when finding
best prices
Material
Machine
Data available can be outdated
and incorrect which leads to bad
itineraries and prices
Travel agents did not
find the best flight
connections and
prices for customer
Milieu
Man
Method
2)
Name
Explanations
Assumption
Qualitative Impact
Quantitative Impact
Errors in customer’s
booking
System didn’t confirm
customer’s modified
booking and issued flight
tickets with the wrong
dates
High chance of leaving
from customers that
complained; causing
nuisance to staffs that are
involved even though this
is an automation issue.
2% x 50 x €100 = €100 per
day
Long responding time for
customer’s requests for
quotes and itineraries
Employee took up to 2
days to respond to
complicated itinerary
request. The reason for
this is most likely because
Employee didn’t receive
enough training for more
complicated requests.
The travel agency receives
around 100 itinerary
requests per day and that
the agency makes 50
bookings per day. Each
booking brings a gross
profit of € 100 to the
agency and about 2% of
customers complained
about errors that had
been made in their
bookings.
The travel agency receives
around 100 itinerary
requests per day and
about 10% of the requests
are complicated.
Bad reputation for the
travel agency
10% x €100 = 10 itinerary
requests per day
Travel agents did not find
the best flight
Travel agents made
miscalculations when
finding best prices; Data
The travel agency receives Bad reputation for the
around 100 itinerary
travel agency, high
requests per day and that
5% x €100 x 50 = €250 per
day
connections and prices for available can be outdated
customer
and incorrect which leads
to bad itineraries and
prices
the agency makes 50
bookings per day. There
were complaints from 5%
of customers.
chances of customers
leaving the agency.