A Case Study on Web-Based Process Change and Operational Excellence in Tourism Industry

• Main Authors: Ahmad, Hartini, Mohd Nafi, Siti Noratisah, Ma’aji, Muhammad M.
• Format: Conference or Workshop Item
• Language: English
• Published: 2018
• Subjects: QA75 Electronic computers. Computer science
• Online Access: http://repo.uum.edu.my/25218/1/KMICE%202018%20153%20160.pdf; http://repo.uum.edu.my/25218/; http://www.kmice.cms.net.my/ProcKMICe/KMICe2018/toc.html

The change in the way a tourism company operates its business is becoming crucial in order to remain relevant in a stiff business competition. One of the approaches is to change the processes of carrying out operations to give value to both company and its stakeholders. The purpose of this paper is to increase an understanding of the process change of the Global Distribution Systems (GDS), a webbased process change implemented in a travel company. A case study of Agadar Travel was conducted in order to understand the business process change embarked in the key processes. Semi-structured interviews were administered to the process owners and employees on the subject being investigated. The mind mapping and table of description were presented in order to understand the results in more in-depth. The analysis indicates after the implementation of the web-based processes change, significant improvements were achieved in terms of quality, flexibility, delivery, productivity, cost reduction, social and environment. Particularly, more customer-centric acumen and inefficiencies elimination were observed in the interrelated processes. The paper provides practical knowledge to the company on the adoption of the web-based processes change. This would assist them to interact effectively and efficiently with customers and to gain excellence in their operations to ensure business sustainability.The study would motivate the top management of a travel company to invest in the web-based processes change in order to increase the operation excellence and to remain competitive in the market.