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Sagitta 2000 Case Study 265

pricing information. Then the client is called to approve the Schedule. If the client does not approve the Schedule, a new proposał is prepared and the client is contacted again. When a client approves the Schedule, arrangements must be madę to pay the flight(s). In case the trip is private, an appointment is madę with the client to pay cash or by credit card. In case the trip is (partiy) business, the travel agency has to wait for the memo of the finance department that States whether or not the client is allowed to make business trips for SU. If the memo is negative, the em-ployee of the travel agency responsible for the trip calls the client to ex-plain the problem. If the client still wants to make the trip, he or she has to pay all the costs and an appointment is madę to pay for the fłights. Often the client decides to canceł the trip, in which case the file is closed. If the memo is positive, the traveł agency determines the costs of business flights and, if applicable, the costs of private flights. Relevant information on business flights is sent to the finance department, which handles the actual payment. In case of private flights, the client is contacted to make an appointment to arrange the payment.

The internal memo that the travel agency receives from the finance department is ałso used to determine whether a request must be sent to the in-house bank office (which is situated at the campus close to the travel agency) to prepare cash and travel cheąues for the client. Such a reąuest is always madę when a business trip is allowed. (In case of private trips, the client has to take care of acąuiring cash and cheąues herself.)

The task of the bank in the process is very straightforward. Upon receipt of a reąuest, a bank employee prepares cash and traveł cheąues and sends them to the traveł agency. If a client returns cash and/or cheąues after the trip, information about the exact amount that is used by the client is sent to the finance department. The finance department needs this information to process the client’s declaration. In case a client does not return cash or cheąues in time, the amount supposedły spent by the client is fixed to the vałue of the cash and cheąues handed out to the client before the trip.

After flight arrangements have been madę and any private flights have been paid, the responsible employee of the travel agency books hotels and makes reservations for local transportation (train, car, etc.). She also prints vouchers for any hotels that are booked. When cash and cheąues