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Symbiosis Centre for Information Technology

(A constituent member of the Symbiosis International University)

Symbiosis Centre for Information Technology

Report entitled

A Study on the Booking Process with particular reference to

Wings Radio Cabs

Submitted by

Name : Manikandan M PRN# 16030241028

Name : Mohini Singh PRN# 16030241031

Name : Mohit Bhatt PRN# 16030241032

Name : Mohit Soni PRN# 16030241033

Division :A

Batch : 2016 - 18

Subject/Code : Business Process Management

Semester :I

Date : 15/09/2016

For Office Use only

Name of the Faculty : Suneel K Prasad

Signature of the Faculty :

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

TABLE OF CONTENTS

Serial Number Content Page Number

1 Introduction 2

2 About the Wings and their Services 3

3 Business Process Architecture 5

4 AS-IS Model 11

5 TO-BE Model 12

6 Learning from the project 15

7 Bibliography 16

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

Introduction
Business process management (BPM) is a systematic approach to making an organization's workflow
more effective, more efficient and more capable of adapting to an ever-changing environment. A business process
is an activity or set of activities that will accomplish a specific organizational goal.
As a managerial approach, BPM sees processes as strategic assets of an organization that must be understood,
managed, and improved to deliver value-added products and services to clients. This approach closely resembles
other Total Quality Management or Continuous Improvement Process methodologies and BPM proponents also
claim that this approach can be supported, or enabled, through technology. The goal of BPM is to reduce human
error and miscommunication as well as focus the stakeholders on the requirements of their roles.

Modeling

Design Execution

Optimising Monitoring

Figure1: Business process management life cycle

A business process begins with a customer’s need and ends with a customer’s need fulfilment. Process oriented
organizations break down the barriers of structural departments and try to avoid functional silos.

Objective

Through this project, we intend to study the as-is model of Wings Cab’s booking-to-payment process. As a
consumer of their services, we felt that there was scope for improvement here and enhancing this process could
increase the overall efficiency of the process. This also forms the core process of their business and improving
this will add more value to their business in terms of revenue.
We will develop a simulation representing the process without incorporation of any change in the ‘as-is model’
and then forming the ‘to-be model’ resulting from the improvement incorporated in the ‘as-is model’.
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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

About Wings Cabs

Pune's First Radio Cab Service: Established in 1994, Wings Radio Cab is one of the reliable names in the cab
rental and car hire business, offering services in Pune, India. It is the first company which started Radio Cab
Services in Pune. Wings Cabs make full use of advanced technology that helps in improving our service quality
and efficiency. They maintain service standards both in terms of man and machine. Possessing more than a
decade of experience in handling mass transportation, the Wings Radio Cabs tried to bring in International Radio
taxi concept to Pune.

Mission and Vision

Wings Cabs provides the leadership and support necessary to sustain long-term growth and customer satisfaction
for the world-class customers and passionately promote quality and service at all levels while enhancing the
company’s competitive. It aims to become a pioneer in the vehicle rental industry by completely focusing on
customers, their employees, growth, innovation and efficiency. All of these elements drives them towards success
and show them as one company that can perform and give value for money.

Wings Advantage

 Radio cab service that is Prompt, Courteous, Dependable.


 Modern, Brand New, Air Conditioned Cabs, Wagon R LPG Cabs
 Eco friendly fleet - clean green fuel - resulting in a cleaner environment and less pollution.
 Smart Drivers
 Ability to call for a taxi at the desired place of pick-up (residence, office etc)
 Emergency security features installed in the car for complete passenger safety, backed by our Patrol Vans.

Why to select Wings Cab


The fleet of cars ranges from budget cabs to luxury cars. They offer fleet services to corporate houses, and
individual online cab hire services to households and individuals. They also offer both inter-city and intra-city cab
facilities.
A proper documentation and permits is done for all the cabs, so that the client's will not face any problem due to
the absence of proper documents. Wings Cab also have proper back-up for any emergency. The cab drivers
recruited by them are well educated and are trained to handle the emergency situations. Making quality is the
utmost priority. All vehicles are maintained to deliver uninterrupted performance. The trips are designed keeping
in mind the budget preferences of clients with the help of professionals.
The drivers are also selected through proper selection process, through proper interview and test drives and only
those who have proper license.

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

Awards & Certification

Gaining awards is not easier, it is recognition of excellence and promotes talent in a certain field. We have gained
Leadership Excellence Award in 2013 from Brands Academy, which is a premier brand management
consultancy. Our hard work is recognized and celebrated over other reputed companies in India.

Why we selected the cab booking process?


The purpose of this project was chosen to easily streamline our thinking and correlate the understanding of
business process management in alignment with the processes involved in cab booking process. The Business
process involved in this process is designed to cover the wide range of usage and allows modeling of end-to-end
business processes to understand and easily differentiate the processes.
By this way the purpose for the different level of services provided ensures the customer to achieve benefits such
as:
 Secure & Faster Payment processing
 Improved Customer service
 Instant confirmation on Bookings
 Customer Delighted Service
 Verified & Authorized Terms & Conditions

Thus, managing and provide the best services and to meet varied expectations of the target audience, by the
implementation of automated system which in turn helps in delivering the expectations of the customer.

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

Business Process Architecture


To understand Wings Cab's booking process, we used the Process Hierarchy Framework since it enables a clear
mapping of business activities to detailed processes.

LEVEL-A
Business Activities

LEVEL-B
Process Groupings

LEVEL-C
Core Processes

LEVEL-D
Business Process Flows

LEVEL-E
Operational Process Flows

LEVEL-F
Detailed Process Flows

Hierarchical Process Framework

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

LEVEL A: Business Activities


All the Major Business activities of Wings Cabs are identified and segregated into various process units. These
Business Activities are crucial for Wings Cabs to maintain their services smoothly and to provide great
experience to their clients.

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LEVEL-B: Process Grouping

 This is a 24x7 service and is accessible on a single central number +91 20 40100100.
 On receiving a call for a pick-up/drop, the reservation center uses its GPRS screen and direct the nearest
available taxi to the client
 Reservation Centre informs him of the time the taxi is expected to take to reach him.
 Costs are then calculated on a kilometer basis, from pick-up to drop-off.

Payment
Customer calls Client informs Client tells of fare by
Customer centre Time of pick up destination client

uses Nearest Kilometer


GPRS available basis bill
screen taxi arrives generation

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

LEVEL-C Core Processes


In this level we have decomposed the processes into core processes that combine together to deliver Service
Streams and other end-to-end processes.

INFORMATION CAB BOOKING


PAYMENT PROCESS CRM
MANAGEMENT PROCESS

Client calls on 24x7 Costs are


Customer
single central
information calculated on a Updating
number +91 20
Management 40100100
kilometer basis, customers about
from pick-up to new offers
drop-off.
On receiving a call,
the reservation
Location centre uses its GPRS
Management screen to track
location and ask for Invoice is
taxi prefernece. generated and sent Addressing client
on registered complaints
mobile number.
direct the nearest
Preferences
available taxi to the
Management client

informs him of the Payment is made Asking for trip


time the taxi is at after reaching ratings and
Location Tracker expected to take to destination. suggesstions
reach him.

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

Level-D Business Process Flow


Business Model

Customer registers request for a cab. Wings review the request. If the request is accepted, the customer is
allocated a cab otherwise, the request is rejected and the customer is notified. The customer gets a notification
about the allocated cab along with the driver's contact number, vehicle number and the ETA. He can then call the
driver and confirm his location. The driver picks him up from his location and drops him to his destination. An
invoice is generated and mailed to the customer when payment is done.

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

AS-IS Model

As-Is Model for Wings Radio Cabs:

CAB BOOKING:
The Customer can contact the Wings Radio Cabs call center and start the booking process by letting them know
the pick-up and drop location and select a cab from the options provided on call according to his/her
requirements. The Customer care executive searches for the cabs available on rent in his portal and informs the
Customer about the cabs available for rent, fares and their proximity to the customers pick up location. The
customers can select the desired type of cab based on their convenience and raises the cab request on call.

REQUEST HANDLING:
The Wings Cabs receives the request on call and checks the availability of the cabs with their portal/tool while the
customer is requested to hold the call. If the cab requested by the customer is not available, then the customer is
informed on call and is requested to choose a cab in the options provided by the customer care executive.
Once the customer confirms the cab, he is informed about the rate/km and then the booking is done from the
executive’s end. They complete the assignment by updating the request in the portal/tool used internally and the
cab driver is informed accordingly on call.
The customer is updated with the pick-up location, vehicle number, and type of vehicle through SMS/Call.

PICKUP and DROP:


Once the Cab driver receives the information about the customer and his pick up point, he picks up the customer
and turns on the meter for calculation of km. After dropping the customer, he receives the payment in the form of
cash and completes the assignment.

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

TO-BE Model
Redesign Model-To be Model

To Be Model for Wings Cabs:

CAB BOOKING:
The customer can log on to Wings website or Mobile app and search cabs subject to his/her requirements by
entering their city and pickup location. The inventory search tool searches for the available cabs and displays the
available cabs, their types (i.e. Sedan, SUV, Mini Cars etc.,), fares and their proximity to the customers pick up
location. The customers can select the desired type of cab based on their convenience and raises the cab request.
The customer can also use the earlier call facility of the company and book the cab on calling call center.

REQUEST HANDLING:
The Wings Cabs receives the request and checks the availability of the cabs. If the cabs are available then they
propose the booking status and if the cabs are not available they must have alternative service booking for their
customers. After which they can confirm the booking by the response received from the customer and can
complete the assignment by updating the request. Once the customer response is received they simultaneously
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Symbiosis Centre for Information Technology
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inform the cab driver. The customer is kept notified about the status of the cab frequently through SMS
notification.

PICKUP and DROP:


Also On call service to their existing customers must be verified and provided in order to achieve customer
retention.

Once the Cab driver receives the information about the customer and his pick-up point, he picks up the customer
and switches on the meter. After dropping the customer he receives the payment and completes the assignment.

Operational Process Flows

Detailed Process Flows

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Symbiosis Centre for Information Technology
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Selection Process for new cab drivers

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Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)

Learning in the subject vs. Finding in the project

 The project helped us in understanding the real scenario of how the business processes are implemented.
 We learned how exactly the work process is done in the cabs service providing companies. It made us
aware about how payment process is carried out in Wings Cabs and how it extends its services to its
customers.
 It helped us in understanding the work flow of the procure-to-payment process in much detail.
 The research we did for the project while finding the complete process, we saw that the functioning is
very much aligned to what we learnt during classes.
 Classes helped us in understanding the as-is and to-be model which we actually saw being implemented
in the payment process and they also follow a business process architecture as it was mentioned during
the sessions.
 We are able to visualize the process which takes place in the company through diagrams.
 The business process architecture is 3-level architecture and explains the process flow. We have also
included all the three levels of the process architecture showing how the different units work together and
coordinate.
 Implementation of BPMN Models in Signavio.
 The error detection technique of Signavio is prominent & helps us to recheck our process.
 Diagrammatical detailed level process can be designed without much write-up.
 A comprehensive, well understood and documented set of standardized processes – typically defined
within a process framework to drive transparency and efficiency. i.e BPM
 ·An approach to process improvement including an approach to measuring and monitoring day to day
business processes for continuous improvement and efficiency.
 BPM does require, however, that some structured approach is used to 1) understand processes, 2) analyse
them to determine opportunities for improvement, 3) implement the improvements, 4) measure the results
and 5) revisit them for continuous improvement. Depending on how complex the process is, what
problem(s) you are trying to solve, your company's skills, culture, etc., you might embrace.

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Symbiosis Centre for Information Technology
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Bibliography

http://www.wingsradiocabs.com/

https://www.carblogindia.com

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