Examining and Reengineering a Business Process: United Airline Customer Service

There is nothing more frustrating than a broken process. Your project is to discuss issues with your group that you have encountered around the college or outside the college due to an inefficient or ineffective process.

1.Find examples of broken processes that are currently causing you pain. The process can be a university process, mail-order process, Internet-order process, return merchandise process, etc. – United Airline

2.Agree on one of the broken processes and reengineer the process.- Customer Service

3. As- Is process is already done. Need a Diagram of “As-Is” process and then diagram the “To-Be” process and explain it.

4.Present your reengineered processes to the class.

How would you change it to make it more effective or more efficient? Would you add a new technology device to help with the process such as a scanner, PDA, or RFID

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