This may be due tothe difficulties

This may be due to
the difficulties in measuring the process and outputs of it, but not impossible indeed.
There could be opportunities to measure this stage, for instance, from the customers’ perspective: cycle time for purchasing a trip, number of complaints on responsiveness of contact persons, and the amount of misinformation given to customers; and for theinternal perspective: cost of sales, volume of sales, business conversion rate, speed and accuracy of information.