 Following Smith's lead, Marion Sadler, manager of customer support, and Bill Hogan, in charge of finance, concluded that the company was spending too much effort on keeping on top of accounting, and not enough on the problem of booking times.They hired Charles Amman to study the problem.He broke the process down into three steps; finding if a seat was available, updating the seating inventory when they purchased a seat or canceled a booking, and finally recording the passenger data (name, address, etc.)