Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Report entitled
Submitted by
Division :A
Batch : 2016 - 18
Semester :I
Date : 15/09/2016
1
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
TABLE OF CONTENTS
1 Introduction 2
4 AS-IS Model 11
5 TO-BE Model 12
7 Bibliography 16
2
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
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’.
3
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
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.
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
4
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
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.
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.
5
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
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
6
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
7
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
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
8
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
9
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
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.
10
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
AS-IS Model
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.
11
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
TO-BE Model
Redesign Model-To be Model
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
12
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
inform the cab driver. The customer is kept notified about the status of the cab frequently through SMS
notification.
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.
13
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
14
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
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.
15
Symbiosis Centre for Information Technology
(A constituent member of the Symbiosis International University)
Bibliography
http://www.wingsradiocabs.com/
https://www.carblogindia.com
16