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pricing: decision-making process of ascertaining what
price to charge for a given tour, once total costs are known.
Pricing involves determining the markup, studying the

competition, and evaluating the tour value for the price to
be charged; function performed by the operations
manager.

primary market: a country in which the US Travel &
Tourism Admin (USTTA) maintains an office

Process control: A systematic use of tools to identify
significant variations in operational performance and
output quality, determine root causes, make corrections
and verify results (Evans and Lindsay, 1999:345).

Process design: Involves specifying all practices needed,
flowcharting, rationalisation and error prevention (Rao et.

al., 1996:540-541).

Process improvement: A proactive task of management
aimed at continual monitoring of a process and its outcome
and developing ways to enhance its future performance
(James, 1996:359).

Process management: Planning and administering the
activities necessary to achieve a high level of performance

in a process and identifying opportunities for improving
quality, operational performance and ultimately customer
satisfaction. It involves design, control and improvement
of key business processes.

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