This case is designed to be used in service operations and process improvement courses. Wasted costs associated with nonrefundable ticket exchanges is the next continuous improvement target at Dominion Resources. The director of the travel and corporate services unit asks her staff to recommend data requirements and analyses to consider for a follow-up project focused on the cost-effectiveness of the advance booking of air travel. Students' preparation and discussions will address the design of the measurement and analysis phases of DMAIC.