We report on the experimental application of process technology at British Airways BA. We used SLANG to model BA's C++ class library management process, and we constructed a n e x p erimental process-centred software engineering environment PSEE based o n SPADE. BA required p r ocesses to be automated a t a ner degree o f g r anularity than tool invocation. We have demonstrated that SLANG and SPADE o er the basic mechanisms for modelling these ne-grained p r ocesses. We have also shown that it

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... s feasible to generate tools for dedicated p r ocesses and integrate them with a SLANG model so as to facilitate ne-grained p r ocess automation. However, our experience highlighted some open problems. For instance, SLANG process models are tuned to e cient enactment, thus containing very detailed p r ocess fragments. These are not the most appropriate representation for humans trying to understand the process model. A more c omprehensible notation is needed for design and documentation purposes. Although the airline did not deploy the PSEE in its production environment, the experiment proved b ene cial for BA. The modelling uncovered serious aws in the existing process, and the BA engineers improved their knowledge of process technology. This work has been partly funded by the CEC within ESPRIT-III project 6115 GOODSTEP. The work was done while W. Emmerich w as with University of Dortmund Germany, S. Bandinelli was with CEFRIEL Italy and J. Arlow was with British Airways UK.