|
Background
When a large travel company launched its frequent traveller programme,
it was designed to recognise, retain and reward its most frequent
travellers.
After a refresh in 2007, it was recognised that there were still a
number of issues that needed to be resolved. To get a better
understanding of these issues, a Business Process Mapping Project was
instigated to help them to map all the
processes required in the operation and maintenance of the programme.
Some of the
issues that were identified included:
-
Things
being done because that’s how they’d always been done
-
No
effective means of communicating or cascading updates to all markets
-
No
central reference guide for documentation
-
Lack of
control of the teams and markets
Mundial
Consulting was chosen to work with the travel company. Its task was to
document all the business processes and produce a series of
recommendations which would address the issues.
Intervention Delivered
Working closely with the
company, and making sure both organisations had a common understanding
of the required outputs, Mundial Consulting delivered the following:
-
A full set of business
process maps
-
A detailed report
containing recommendations to provide more efficient ways of working
and areas of reducing risk/wasted time
-
Specific examples where
gains could be made in the operation of the service
In order to meet the
objectives of the Business Process Mapping Project, Mundial Consulting
developed an approach based on a proven methodology. The approach
included series of in depth interviews with business functions that were
responsible for delivering the programme.
In addition
to the interviews, a series of focus groups were run with key employees.
To complement the interviews, mystery shopping exercises were undertaken
so that first hand experience could be gained of the programme from a
customer’s perspective.
Results Achieved
Throughout the whole Business Process Mapping Project, Mundial
Consulting worked closely with the company to ensure that the final
outcome met the requirements of the project and were presented in the
desired format.
This
included a fully documented set of business processes (in Visio), a
detailed report with key recommendations and clear examples where gains
could be made.
The company
has already put in place a number of the recommendations and is already
seeing tangible benefits.
Having a
full set of documented processes has enabled them to have clear
visibility of how the operation works and where any gaps or duplication
exists and where improvements can be made.
Web Site
www.eurostar.com
|
