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

Summary

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

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.