Date of Publication

7-2023

Document Type

Master's Thesis

Degree Name

Master of Business Administration

Subject Categories

Technology and Innovation | Tourism and Travel

College

Ramon V. Del Rosario College of Business

Department/Unit

Management and Organization Department

Thesis Advisor

Maria Victoria Tibon

Defense Panel Chair

Mary Margaret Que

Defense Panel Member

Divina Edralin

Elisha Jane D. Serrano

Abstract/Summary

This action research paper was focused on addressing the issue of Orion Health’s overall usage of the CTM Lightning booking tool for travel bookings. Orion Health has been using a third-party system named CTM which aides in streamlining the booking process. This study was conducted through a series of collaboration sessions among the travel team members through the usage of several first, second, and third-person inquiry tools. It was discovered that there has been insufficient internal support provided to travel processes and travelers which led to users booking trips outside of the tool.

In the first cycle, we have focused on finding solutions to underlying gaps that were raised. This have resolved and minimized negative feedback from our travelers. We have recognized an increase in usage of the CTM tool after this cycle.

In the second cycle, we made sure we have written our processes and ensured sustainability by assigning coverage for each team member.

This paved the way to the increase of usage of the CTM tool which solved the main concern of low portal usage.

Abstract Format

html

Language

English

Format

Electronic

Keywords

Travel; Hotels—Reservation systems

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Embargo Period

8-1-2023

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