Gartner Research

Business process simplification at China Eastern Airlines

Published: 27 November 2012

ID: G00246850

Analyst(s): Ray Valdes, Jeffrey Cole, Gene Phifer , Partha Iyengar


In response to the International Air Transport Association’s “Simplify the Business” initiative, China Eastern Airlines is working to improve internal workflow and external customer service processes. CIO Kevin Cai is heavily involved in the effort, which started with business process simplification.

Table Of Contents

Case study

  • Using business process simplification to enhance the customer experience
  • IT as designer of the customer experience

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