Assignment 1

Business Analysis Modelling and Design

For the process

Booking a hotel room on Booking.com

Group 54

Chen HaiTao 885914

Roy Liu 920086

Atman Trivedi 883097

 Executive Summary

For this report, the process of booking a room on Booking.com has been selected. The report

reflects the description of the selected organization’s business process. Booking.com is an online

tours and travels website which offers the services of online room booking, flight booking, rental

cars and airport taxi booking. The report mainly concentrates on the business process of online

room booking and confirmation. The customer serves as the external entity to the business process.

The outcome of the process and value delivered to customer has been presented within the business

process modelling diagram. The BPMN diagrams has many sub processes which are also

demonstrated in the report following the BPMN diagram.

 Table of Contents

1. Introduction: 5

2. Business Process Modelling: 6

2.1 Description of Business Process: 6

2.2 Structured Manner and Assumptions: 10

2.3 Process Model: 11

3. Modelling Conventions: 14

4. Conclusion: 15

Bibliography: 17
1. Introduction:

Booking.com has grown from a small Dutch startup, since it was established in 1996 in

Amsterdam, to one of the largest travel e-commerce companies in the world. Now it has more than

15,000 employees spread over 198 offices, located in 70 countries around the world. Booking.com

uses digital technology to connect travelers with the most incredible places to stay, including

apartments, vacation homes, and family-run B&Bs, to 5-star luxury resorts, tree houses, and even

igloos. The Booking.com website and mobile apps are available in over 40 languages, offer more

than 27,000,000 total reported listings, and cover 130,810 destinations in 226 countries and

territories worldwide.

This report intends to analyze and model the business process of Booking.com by using

BPMN 2.0 modelling notations. The business process modeling is the logical visualization or

representation of an enterprise’s business processes. To manage the business processes, process

modeling is considered a crucial component. The BPMN or Business Process Modeling Notation

is known as the technique of step by step modeling the business processes of an organization from

the beginning to an end. The business process modeling is used for illustrating the current

processes of an organization, known as the As-Is model. The As-Is models is evaluated for

identifying the gaps in the current processes. After the process improvement, the new processes

are visualized through the To-Be model. To-Be model is modified until efficient and effective

interconnected set of processes are generated. Moreover, it includes the description of the

processes that are to be modeled. The descriptions are brief but intact. A brief description of

Booking.com has been provided. The whole model has been designed based on the perspective of

online booking conventions. The main reason for generating this report is identifying the processes
of Booking.com and evaluating it. At the end, the modeling conventions has been discussed to

support integrity of created As-Is model.

2. Business Process Modelling:

2.1 Description of Business Process:

Sign In: The customers can login to the system. There are three options through which the

customer can login. The customer can input the email address and password provided during

registration or can login through Facebook or Gmail.

Retrieving Password: If the customer has forgotten the password of his/her account, then

the link ‘Forgot your password?’ needs to be clicked. The user will enter the email id in the new

page and click on send.

Register: In the register section, the customer will enter the desired email and password.

There is no need for email verification at this stage. The customer can also register through

Facebook or Gmail. It is important to remember that the customer can login using the same method

that has been followed during registration. Such as, if the customer has registered using Facebook

then login can be done through Facebook only. The customer will be asked to enter the name,

phone number and other details once the registration is complete.

Email Verification: The system will send a verification mail after the registration is

complete. The customer will click on the confirm link in the mail. The sign in page will appear at

a different tab confirming that the email id has been verified. The customers can sign in to their

individual accounts using the email and ID and password. The verification of mail is completely
related to registration using mail address. In case of registration using Facebook or Gmail does not

require mail verification.

Search Accommodations: A customer will see a search bar on the home page. The

customer will enter the name of the destination, check-in and check-out dates, room numbers and

number of guests into that search bar. After all the details are provided, the user can click on the

search button. The website will show the list of hotels available based on the submitted data.

Filtering: The customer can select various filters to narrow the search results. The

customer can select budget, select popular filters, location, rating and many more. As soon as the

filters are selected, the website will show the results based on the filters.

Sort-by Options: The customer can also sort the accommodations based on lowest price

first, review score, starts, distance from city center and many more.

Select Accommodation: The customer can select any of the listed accommodation in the

search button. The customer can select an accommodation which is visible in the home page or

directly searching the desired accommodation.

Selecting Room: After the accommodation is selected, the customer can choose the room.

A hotel has various types of rooms. The customer can select rooms as per their choice and continue

with the process.

Reserve a Room: After the room selection is done, the customer can reserve room(s). The

customer will enter additional details in the page. The customer can remove a room from the

accommodation list in this page. The customer can write their special request to Booking.com (E.g.

additional mattress).
 Complete Boking: The customer will enter the address, city, zip code, country and select

few options in the final entry page. In this page, the customer will select card type, enter card

number and expiry date. The customer may add the card to account. In case a customer doesn’t

have a credit/debit card, someone else’s card can also be used for payment. In that case, the

customer has to mention name of the card holder. In the final step of boking, the customer can

choose to receive an OTP number for the verification purpose and will enter the OTP sent to their

mobile number. The customer can check booking in this page.

Change Search: The customer can change the searching option. Such as, the customer can

change city name, date for check-in and check-out and room numbers.

Inform Hotel: After successful booking of hotels or flights, the organization will inform

the hotels. The details of the customer and payment details will be provided to those organizations.

Booking.com will transfer an amount for every booking to the service provider.

Promotion: The organization will promote their business by asking customers whether

they would like to book a flight or rental car at a cheaper rate, which customer can decide to follow

or not.

Process Name Type of Customer Actors Outcome Value Delivered

Process
Sign In Application- Customer Customer Access to The process

to-Approval account allow customer

to buy services

Retrieving Issue-to- Customer Customer Changed The customer

Password Resolution password can access to the

website using

password

Register Application- Customer Customer The website will The customer

to-Approval register the can buy services

customer in discount

Email Issue-to- Customer Customer The email will The user can

Verification Resolution be registered contact with the

against the organization

customer through email

Search Application- Customer Customer The list of the The customer

Accommodation to-Approval accommodation will be able to

s s see the list of

accommodation

s
2.2 Structured Manner and Assumptions:

The business process has three entities namely customer, hotels and airline. In the business

process modeling, it has been assumed that the customer will not require phone verification. The

system is capable of executing the processes automatically. The organization promotes business

through the email registered. The website has various pools that consist of various processes.
2.3 Process Model:

Figure 1: Main BPMN Model

Figure 2: Registration Sub-Process

Figure 3: Login Sub-Process

Figure 4: Password Retrieval Sub-Process
 Figure 5: Accommodation Booking Sub-Process

3. Modelling Conventions:

In order to develop the model, a starting and ending events has been implemented. The

customer will access the website; which triggers the whole process. The whole process has been

divided into 3 pools: Customer, Booking.com and Service provider (Hotel). The Booking.com is

further divided into 3 lanes: User management, Booking and Verification. For information

exchange between the pools, message flow has been used.

The exclusive gateway is for implementing condition such as, the customer email may have

verified or not. The following processes will be depending on the result of the condition. Exclusive

gateways provide diversion, only one path can be taken by the token. Parallel gateways

demonstrate concurrent activities; hence more than one path will be taken by the token. Inclusive

gateways allow 1 or more paths to be taken. And corresponding is true for the exclusive, parallel

and inclusive joins, respectively. All the user details verification has been done against the

respective database and the related data object has been depicted in the diagram.

Sub-processes have been used whenever there has been repetition or lengthy independent

process. Those subprocesses are later shown underneath the main process diagram. Parallel multi-

instance process has been used to show that the process occurs multiple times, specifying the

ending condition through the text notation.

In terms of naming convention, Activities have been named as imperative verb+noun. Events as

noun+past participle verb.

The modelling objects used are shown below:

4. Conclusion:

According to the development of information and technology, more and more companies

are starting to pay attention on business process management which lead to the success of each

business. It is a systematic management method for continuously improving the business

performance. The essence of business is to turn potential business process in to reality, so the

process model is the foundation of business management. From the above study it can be

concluded that the proposed model has successfully illustrated the processes and five figures to

make a depth analysis of business process for Booking.com. The booking.com business model has
a normalized and systematic process in booking structure which is key element in core competency

and economic benefit improvement. The advanced model of booking.com divides the service

process into multiple sections and focus on each detail. They use integration service model to

maximize the customer satisfaction. However, the current model is not perfect enough to face the

dynamic changing in the environment. Company still need to consider the internal/external factors

and make the modification after analysis. Online reservation is different from the traditional

business model. The management team of booking.com should analyses the combination of online

and offline service deeply which let the business become more efficiency. It is impossible for

company to implement BPM at one time, it is a long-term continuous work. This require company

to establish a self-improvement mechanism. After they complete the BPM design project, it must

keep modifying the management process which is the way to obtain the true value from the

business process model.

Bibliography:

Allweyer, T., 2016. BPMN 2.0: introduction to the standard for business process modeling. BoD–

Books on Demand.

Biard, T., Le Mauff, A., Bigand, M., & Bourey, J. P. (2015, October). Separation of decision

modeling from business process modeling using new “Decision Model and

Notation”(DMN) for automating operational decision-making. In Working Conference on

Virtual Enterprises (pp. 489-496). Springer, Cham.

Braun, R., Schlieter, H., Burwitz, M., & Esswein, W. (2015). Extending a Business Process

Modeling Language for Domain-Specific Adaptation in Healthcare. In

Wirtschaftsinformatik (pp. 468-481).

Calabro, A., Lonetti, F., & Marchetti, E. (2015, August). Monitoring of business process execution

based on performance indicators. In Software Engineering and Advanced Applications

(SEAA), 2015 41st Euromicro Conference on (pp. 255-258). IEEE.

De Giacomo, G., Dumas, M., Maggi, F. M., & Montali, M. (2015, June). Declarative process

modeling in BPMN. In International Conference on Advanced Information Systems

Engineering (pp. 84-100). Springer, Cham.

de Oca, I. M. M., Snoeck, M., Reijers, H. A., & Rodríguez-Morffi, A. (2015). A systematic

literature review of studies on business process modeling quality. Information and

Software Technology, 58, 187-205.

García-Holgado, A., García-Peñalvo, F. J., Hernández-García, Á., & Llorens-Largo, F. (2015,

July). Analysis and improvement of knowledge management processes in organizations

 using the business process model notation. In Annual Conference of the Global Innovation

and Knowledge Academy (pp. 93-101). Springer, Cham.

Kazemzadeh, Y., Milton, S. K., & Johnson, L. W. (2015). Service blueprinting and business

process modeling notation (BPMN): a conceptual comparison. Asian Social Science,

11(12), 307.

Penteado, A. P., Cohrs, F. M., Hummel, A. D., Erbs, J., Maciel, R. F., Ortolani, C. F., ... & Pisa, I.

T. (2015, May). Kidney transplantation process in Brazil represented in business process

modeling notation. In Transplantation proceedings (Vol. 47, No. 4, pp. 963-966). Elsevier.

Pinggera, J., Soffer, P., Fahland, D., Weidlich, M., Zugal, S., Weber, B., ... & Mendling, J. (2015).

Styles in business process modeling: an exploration and a model. Software & Systems

Modeling, 14(3), 1055-1080.

Polyvyanyy, A., Smirnov, S., & Weske, M. (2015). Business process model abstraction. In

Handbook on Business Process Management 1 (pp. 147-165). Springer, Berlin,

Heidelberg.

Rospocher, M., Ghidini, C., & Serafini, L. (2014, September). An ontology for the Business

Process Modelling Notation. In FOIS (pp. 133-146).

Van Der Aalst, W. M., La Rosa, M., & Santoro, F. M. (2016). Business process management.

Wagner, G., 2018. Discrete Event Process Modeling Notation (DPMN).