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Group 54
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
1. Introduction: 5
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
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
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
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
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,
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
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
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
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
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
Sign In Application- Customer Customer Access to The process
to buy services
website using
password
customer in discount
Email Issue-to- Customer Customer The email will The user can
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:
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
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
In terms of naming convention, Activities have been named as imperative verb+noun. Events as
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
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
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