Abstract

Business processes are an essential value-creation element for any organisation. However, aside from the rhetoric that accompanies references to Business Process Reengineering, little knowledge exists about them. This is a considerable weakness, given that ICT is frequently advocated as a business process-enabler. This study addresses this gap by presenting a framework for defining, mapping and quantifying business process costs in the supply chain. A Co-operative Inquiry was undertaken involving cycles of action and reflection, leading to results that have been tested and validated in “live” organisational settings. The findings have useful implications for the ways in which organisations implement ICT in the tourism supply chain.