The document provides details about Triploma company's operation management including their value chain, flowchart, supplier relationships, and tour designs. It describes Triploma's value chain from suppliers and inputs to transformation processes, outputs, customers, and market segments. It also includes a flowchart showing the process of turning a non-customer into a customer through research, choosing Triploma, orientation, and feedback. Finally, it outlines Triploma's supplier relationships and various tour packages with details about locations, activities, and inclusions.

1. Operation Department Report
1/ Value chain:
A.Basic value chain:
In operation management, Value chain is the process that describes how a tourist
company operates and runs a service to customers which includes suppliers, inputs,
transformation process, outputs, customers and market segments. The value chain table
below shows the process of Triploma company deliver the services to their customers.
Suppliers Inputs Transformation process Outputs Customers
and market
segments
 Bus companies
 Restaurant
 Hostel
 Insurance company
 Destination
department
Tour
guides
 Transportation
 Travelling service
 Food service
 Insurances
 Entertainments
 Trip schedules
Trip short day
and trip long day
Aboard
students
(Internation
al students)
Low income
people
Travelling
lovers
B. Direct and indirect value chain:
 Direct value chain:
1. Marketing ,awareness, selling:
a/ Define the target customers and customers behaviors
b/ Analysis market to make promotion, plan.
c/ Direct and indirect marketing
d/ Approach to the potential customers
2. Customer Orientation and service:
a/ Supporting detailed and useful information to customers.
b/ Willing to answer the question from customers.
c/ Providing customers best trip and the best service after trip
3. Customer logistic:
a/ Plan trip time table
b/ Arrange the bus to pick up customers on time

2. c/ Staff are willing to travel and guide customers through each destination.
4. Housing and entertainment:
a/ Arrange the hostels with best value for customers.
b/ Arrange the destinations which based on trend and customer demand.
c/ Health and safety always be care in each trip
d/ Against risk from the trip.
 Indirect value chain:
The table bellows show the activity from each department to satisfy customers
and get profit:
C. Detailedvalue chain:
Thisis the detailedvaluechainwhichisaprocessto make a stranger become acustomeror a loyal
customerof Triplomacompany.
Hr Marketing Sale Finance Legal
 Mission
 Vision
 Organizational
structure
 Culture
 Hiring need
 Search
consumer
behavior
 Used digital
marketing
 Used
traditional
marketing
 Approach
customer
 Keeping
customer
 Push sale
 Cash flow
 Income
statement
 Bus price
 Hostel
price
 Plan in 3
years
 Risks.
 Legal in
recruiting
 Legal in
supplier and
customers
 Legal in
risks

3. Gaining a
customer
Value
creation
Keeping the
customer
Support and general management processes
• DIRECT:
Orientationat
campus
• INDIRECT:
email, SEO
and social
media
Trip:
• Safety
• Relaxand
interesting
• Cheap and
experiential
Tour guides:
• Friendly
• Active and
youthful
• Professional
and caring
more
•
Knowledgea
ble
• Providing
good service
• Monitoring
behavior and
decide the
distinct
customer
groups
• Build up a
small
community
where loyal
and other
customers
can interact
directly with
the company
Measurement and feedback

4. 2/ Flowchart :
Flowcharts use simple geometric symbols and arrows to define relationships. In our flowchart,
we demonstrate the process in order to make clear how we turn a non-customer into a customer.
The Process Flowcharts include two sections: Customers and Triploma. It follows 4 activities.
The first stage is Research, We research about the method that a non-customer make a choice
and plan in order to go on a trip or not. About Triploma, The Sale and Marketing Department
will use the marketing channels to inform for customer about Triploma’s service.
The second stage is Choose, a customer can enjoy the service which the way they want with
many choice in Triploma’s service. About Triploma, We show our competitive advange and the
value to bring the best service for customer.
Research
Triploma and
Customers
Choose Feedback
Orientation

5. The third stage is Orientation, we can provide the necessary information to customers through
asking and answering active. That is also opportunities to understand and collect the information
about customer behaviors. All of these help us build a good relationship with customer and bring
a better service.
The last stage is Feedback, This is an import step to maintain CRM. The customer’s evaluation
help us find the advantages and disadvantages of Triploma and help us to improve our business.
3/Supplier relationship:
The company should have a close and long- term relationship with the supplier to be more
successful, get more profit and can be easy to compete others. Triploma Company identifies who

6. their suppliers are and then then our team will recommend some ways to keep this relationship.
In this part, there are four main suppliers that Triploma must notice such as Bus company,
hostels, marketing channel and insurance company. After that, we will talk about how to keeping
the relationship to each supplier.
Bus company:
 Takecare the place for the drivers while the trip such as a customer.
 Advertising for this company from feedback or review.
Hostels:
 Keeping the long term relationship to have discount
 Advertising for these hostels from feedback or review.
Marketing channel:
 Sign partnership contract
 Having a suitable deal while the users through some channels to sign up the tours.
Insurance companies:
 Sign partnership contract
 Often update the insurance combo for customers
 Keeping the long term relationship
4/Design tours:
There are two main types of tour: Long-day tour and short-day tour. In long-day tour, we have
tour D ($420-$390/ customer). Short- day tour include Tour C ($330/ customer), Tour A( $170) ,
Tour B ($ 230 -$290/ customer). This table below shows the detail of each tour:
Tour A Tour B Tour C Tour D
Place
to go
 Toronto  Toronto
 Washington Dc
 NYC
 Montreal
 Mont
Tremblant
 NYC
($420/customer)
 Washington Dc
and Montreal
($390/customer )
However, all tours based on 3 things such as suitable prices, good service and wonderful trip.
Each tour always include the chance to improve the knowledge about history, science, geography
try some new experiences, improve soft skills and the best ways to have unique and beautiful
pictures for yourself.
Tour A:

7. Trip A
Departure/Return location Buffalo Downtown Terminal
181 EllicottStreet, Buffalo,NY 14203
Departure time Base on trip schedule - Please arrive 30
minutes prior todeparture
Included  Round Trip Bus Transportation
 Accommodation at top rated hostel
 Professional Walking Tour
 One Triploma TravelAdvisors
Not included X Meals
X Destination entrance fee
Detailed Tour (Toronto):
Day 1
8:30 AM: Depart from Buffalo Downtown Terminal
11:30 AM: (approx.) Arrive in Toronto and drop off bags at hostel
1:00-2:30 PM: Old Toronto Walking Tour
7:00 PM: Franco-Fete Music Festival
Day 2
12:00PM-12:45PM: Brewhouse Brewery Tour and Tasting
6:20PM: Depart the Toronto Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure
Tour B:

8. Detailed tour
 Washington Dc
Day 1
4:00 AM: Depart from Buffalo Downtown Terminal
11:30 AM: (approx.) Arrive in Washing and drop off bags at hostel (Capital comfort hostel )
1:30-3:30 PM: U.S Capitol (2 hours)
4:00 – 6:00 PM: Ford’s Theater
7:30 – 8:30 PM: 930 Club
Free time afterward
Day 2:
9:00 am Georgetown Historic District
11: 00 am check out and go out to eat
1:00 pm Eastern Market
2:00 pm Depart from the Washington Dc Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure
• NYC
Trip B
Departure/Return location Buffalo Downtown Terminal
181 EllicottStreet, Buffalo,NY 14203
Departure time Base on trip schedule - Please arrive 30
minutes prior todeparture
Included  Round Trip Bus Transportation
 Accommodation at top rated hostel
 Professional Walking Tour
 One Triploma TravelAdvisors
 Breakfast
Not included X Meals
X Destination entrance fee

9. Day 1:
5:00 AM: Depart from Buffalo Downtown Terminal
11:30 AM: (approx.) Arrive in NYC and drop off bags at hostel (Jazz on the park hostel )
1:30 PM -4:30 PM: Statue of liberty (more than 3 hours)
5:00 PM – 7:00 PM: Bryant Park
7:30 PM – 9:00 PM: Radio City Music Hall
Free time afterward
Day 2:
9:00 am The Metropolitan Museum of Art
11:00 am check out and go out to eat
1:00 pm Chelsea Market
2:00 pm Depart from the NYC Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure
•Montreal
Day 1:
5:00 AM: Depart from Buffalo Downtown Terminal
11:30 AM: (approx.) Arrive in NYC and drop off bags at hostel (The alternative hostel of old
Montreal)
1:30 PM – 3:00 PM Laurentian Mountains
4:00 PM – 5:00 PM Jean-Talon Market
6:00 PM – 9:00 PM La Fontaine Park
Free time afterward
Day 2:
9:00 am Notre-Dame-de-Bonsecours Chapel (Chapelle Notre-Dame-de-Bonsecours
11:00 am check out and go out to eat

10. 1:00 pm Place des Arts
2:00 pm Depart from the Montreal Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure
•Toronto
Day 1:
7:00 AM Depart from Buffalo Downtown Terminal
9:00 AM Arrive in Toronto
9:30AM -11:30AM Ripley's Aquarium Of Canada
12:00 AM Drop off bags at hostel (NEIL Wycik Backpackers)
1:30 PM – 4:00 PM Edwards Gardens
4:30 PM – 7:00 PM Toronto Island Park
7:00 PM – 9:00 PM Princess of Wales Theatre
Free time afterward
Day 2:
9:00 am Toronto Harbour
11:00 am check out and go out to eat
1:00 pm Kensington Market and Spadina
2:00 pm Depart from the Toronto Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure

11. Tour C and tour D:
Trip C,D
Departure/Return location Buffalo Downtown Terminal
181 EllicottStreet, Buffalo,NY 14203
Departure time Base on trip schedule - Please arrive 30
minutes prior todeparture
Included  Round Trip Bus Transportation
 Accommodation at top rated hostel
 Professional Walking Tour
 One Triploma TravelAdvisors
 Breakfast
Not included X Meals
X Destination entrance fee
Tour C ( Mont tremblant):
 Mont tremblant
Day 1:
4:00 AM Depart from Buffalo Downtown Terminal
12:00 AM Arrive in Toronto
12:30 AM Drop off bags at hostel (HI MONT TREMBLANT)
1:00 PM D-Tour
4:00 PM Ski de Fond
Free time afterward
Day 2:
9:00 am Ziptrek Ecotours
12:00 am Skyline Luge
1:00 pm check out and go out to eat
2:00 pm Depart from the Mont tremblant Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure
Tour D
• Washington DC
Day 1
4:00 AM: Depart from Buffalo Downtown Terminal
11:30 AM: (approx.) Arrive in Washing and drop off bags at hostel (Capital View hostel )
1:30-3:30 PM: U.S Capitol (2 hours)

12. 4:00 – 6:00 PM: Ford’s Theater
7:30 – 8:30 PM: 930 Club
Free time afterward
Day 2:
8:00 am: The Yards Park
10:00 am: Washington Harbour
12:00 pm: Have lunch
2:00 pm: Dumbarton Oaks
4:00 pm: Renwick Gallery
7:00 pm: Chinatown
Free time afterward
Day 3:
9:00 am Georgetown Historic District
11: 00 am check out and go out to eat
1:00 pm Eastern Market
2:00 pm Depart from the Washington Dc Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure
• New York
Day 1:
5:00 AM: Depart from Buffalo Downtown Terminal
11:30 AM: (approx.) Arrive in NYC and drop off bags at hostel (Central Park West hostel )
1:30 PM -4:30 PM: Statue of liberty (more than 3 hours)
5:00 PM – 7:00 PM: Bryant Park
7:30 PM – 9:00 PM: Radio City Music Hall

13. Free time afterward
Day 2:
8:00 am: Greenwich Village
10:00 am: South Street Seaport
12:00 pm: Have lunch
1:30 pm: Belvedere Castle
3:00 pm: Little Italy
6:00 pm: Times Square
Free time afterward
Day 3:
9:00 am The Metropolitan Museum of Art
11:00 am check out and go out to eat
1:00 pm Chelsea Market
2:00 pm Depart from the NYC Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure
• Montreal
Day 1:
5:00 AM: Depart from Buffalo Downtown Terminal
11:30 AM: (approx.) Arrive in NYC and drop off bags at hostel (Hi Montreal)
1:30 PM – 3:00 PM Laurentian Mountains
4:00 PM – 5:00 PM Jean-Talon Market
6:00 PM – 9:00 PM La Fontaine Park
Free time afterward
Day 2:

14. 8:00 am : Clock Tower Beach
10:00 am : Cap-Saint-Jacques Nature Park
12:00 pm : Have lunch
1:30 pm: Notre-Dame Basilica
4:00 pm: Jean-Talon Market
6 :00 pm : Japanese Garden
Free time afterward
Day 3:
9 :00 am Notre-Dame-de-Bonsecours Chapel (Chapelle Notre-Dame-de-Bonsecours)
11:00 am check out and go out to eat
1:00 pm Place des Arts
2:00 pm Depart from the Montreal Bus Terminal to head back to Buffalo
Please meet your Triploma Travel advisors at the bus terminal 30 minutes prior to
departure