PROJ6009 - Business Process Management & Systems: Improvement Report

This report provides a comprehensive analysis of business process management and systems, focusing on Booking.com as a case study. Part A includes an analytical plan with 'As-Is' and 'To-Be' process mappings, highlighting areas for improvement in the customer booking experience. It details the disadvantages of the current processes and proposes enhancements for registration and search functionalities, supported by cost-benefit analysis. Part B presents a business process improvement report, evaluating methods like Six Sigma, benchmarking, and business process reengineering to optimize business operations. It emphasizes the importance of stakeholder involvement and governance processes for successful BPM change, aiming to align 'To-Be' processes with 'Should-Be' standards.

Running head: BUSINESS PROCESS MANAGEMENT AND SYSTEMS
Business Process Management and Systems
Name of the Student
Name of the University
Author’s note:

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Table of Contents
Part A: Business Process Analytical Plan..................................................................................2
Business Process Briefing:.....................................................................................................2
Business Process Mapping:....................................................................................................2
Part B: Business Process Improvement Report..........................................................................9
Brief description of the scenario Audit process improvement methods................................9
Evaluate and suggest whether the “To-Be” can be the “Should Be”...................................12
Establish and justify governance processes for BPM change..............................................13
Process to ensure involvement of stakeholders....................................................................15
Bibliography:............................................................................................................................16

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Part A: Business Process Analytical Plan
Business Process Briefing:
The business process management is the correction of enhancing the business process
of an organization from end to end by thoroughly evaluating it and modelling how the
processes function and then making changes in the process (Sikdar & Payyazhi, 2014). The
Booking.com is an online website that handles the customer requests for hotel and flight
booking. The website follows normal boking procedures like any other similar website
available on the net. The customers and the service providers like hotels and airlines are the
third-party entities that is external stakeholders of the business. The customer can register and
login to the website. This facility has been integrated into the website so that the activities of
individual customers regardless of connecting devices can be tracked accurately. The
customer can choose the dates for booking hotels or flights. The system will input the search
results and then will show the preferable result. The website will also show alternative days
and services if the preferred service on that day is not available (Chong, 2014). The system
will store all the data into the database for later usage. Booking.com allows the customers to
cancel the booking.
The service providers can add, delete or update their services. The website will update
those information in real time. The service providers are able to track their service history
with the organization through the website.
Business Process Mapping:
AS-IS:
Login: The customer can incorporate the email address and mystery key gave among
registration through Facebook or Gmail (Brocke et al., 2014). Login is a basic piece of the

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administration booking website. Add up to three alternatives through which the customer can
login to the website.
Registration: Inside the registration procedure, customer will enter the telephone
number. The telephone number check will be done dependent on this procedure as it were.
The client won't should set any password at the present time. The customer can in like
manner register through Gmail or Facebook. Keep in mind that the customer can login using
a comparative technique that has been sought after among registration. For instance, if the
customer has selected using Facebook then login ought to be conceivable through Facebook
in a manner of speaking (Chang, 2016). The customer will be asked for to enter the name,
phone number and distinctive unpretentious components once the registration is done.
Verifying Phone Number: The website will send OTP after the registration is done.
The customer will tap on the yes catch and interface by means of the email. The sign in page
will appear at a substitute tab. The client will get an OTP in the telephone number and will
include that telephone number in the page (Brocke et al., 2014). The check of telephone
number is completely related to selection using telephone number.
Reserve a Room: The reservation of room will be done simply after installment is
finished. On the off chance that another client books a similar room around the same time
before another customer, the room will be inaccessible. The customer can decide for how
long a room will be reserved (Jeston, 2014). After the installment, the lodging proprietor will
get a warning and book the acknowledge ask for and educate booking.com.
Search Flight: The customer can search for flights from a specific city to other. The
customer will enter the flight date and number of explorers and class make. After all of the
purposes of intrigue are entered, the customer will tap on the interest get.

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Figure 1: AS-IS Model of Booking.com
(Source: Created by Author)
Disadvantages of AS-IS Process: The ebb and flow process pursues the regular web
procedures, for example, long enlistment process, tedious inquiry choices and some more.
The clients will see the elements of the website when they will get to the website. In the old

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procedure, the client needed to explore to the coveted capacity present in various pages. The
client will have the capacity to distinguish wanted alternatives that website offers, for
example, room booking and flight booking. In regular enrollment process, the client needed
to give every one of the subtle elements (Rosemann & vom Brocke, 2015). The points of
interest is comprising of individual subtle elements, password and username. The looking
alternative is likewise extremely old. The client need to tap on the inquiry catch each time
they need to refresh look or scan for first the first run through. The advanced looking choices
refresh the list items with each field refresh.
With the true objective to develop the model, a start and finish events has been
executed. The customer will get to the site; it is the essential procedure. Among the pools, the
messages have been used for showing process stream (Brocke et al., 2014). The particular
entryway is for completing condition. For instance, the customer email may have checked or
not. The going with procedures will depend upon the result of the condition.
TO-BE:
Recommendation for Improvement: Booking.com is recommended to utilize the
propelled website plan traditions for enhancing the consumer loyalty level. The registration
procedure must be snappy and precise. The client must have the capacity to enroll with cell
phones so client might be reached later to give individual points of interest and set other
registration subtle elements. The moment booking administrations will be imparted to the
client through the cell phones. The administrations will be affirmed and the receipt will be
sent to the client after the registration points of interest are given later. The website must have
better searching choices. The searching element is the primary component of Booking.com.
The search choices must be constant and programmed. The search choice must incorporate

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every one of the points of interest that can be utilized for encountering propelled search
forms.
Figure 2: To-Be BPMN Model of Booking.com
(Source: Created by Author)

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Advantages of TO-BE Model: The new procedure model expresses that the client
won't give every one of the subtle elements at the season of registration. This will upgrade the
consumer loyalty level. In the event that the client is new then to book a flight or room may
not require filling every one of the points of interest toward the start. The client can book the
administration and later give every one of the subtle elements when he/she has time. The
second refresh is the search choice (Vom Brocke et al., 2014). The client don't have to tap on
the search catch constantly. The website will refresh the search result when the fields are
refreshed. The new model has some structure precision, for example, the client might need to
refresh the outcome dependent on given choices or channels.
Cost Benefit Analysis:
QUANTITATIVE COSTS Investment Total ($000s)
Non-Recurring Costs
Hardware
Servers 1000 1000
Peripherals/Data centre equipment 1200 1200
Desktop (incremental due to project) 3000 3000
Telecommunication equipment 1000 1000
Software (packaged or custom)
Purchase 1200 1200
Facilities
Computer room upgrades 1400 1400
Furniture and fixtures 2000 2000
Other 300 300
Project organizational/support costs
Planning (upon approval) 1000 1000
Procurement 2000 2000
Contract negotiations 300 300
Labour
Infrastructure 3000 3000
Development 12000 12000
Business Process owners (users) 2000 2000
Management 1000 1000
Other labour 700 700
Other

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Training of employees (pre-implementation) 1000 1000
Transition costs (parallel systems) 1400 1400
Post implementation reviews 400 400
Total Non-Recurring Costs 35900 35900
Recurring Costs
Hardware/Software
Software maintenance and upgrades 2500 2500
Computer supplies 3000 3000
Desktops (incremental to the project) 1300 1300
Help Desk support 2000 2000
Ongoing Additional Labour
IT staff costs (incl. benefits) 5000 5000
User training 500 500
Other
Telecommunications 500 500
Office leases 0 0
Total Recurring Costs 14800 14800
Total Costs 50700 50700
QUANTITATIVE BENEFITS Year 1
($000s)
Total ($000s)
Revenues
(Enter revenue here) 50000 50000
43000 43000
36000 36000
Total Revenues 129000 129000
Cost Savings
Decreased cost of services provided 5000 5000
Savings from Business process improvements 23000 23000
Productivity gains 15000 15000
Savings from structural changes 8000 8000
Savings from optimized information (or flow) 10000 10000
Decreased information publishing cost 2000 2000
Reduced staffing cost (incl. overtime) 7000 7000
Reduced staff turnover costs 3000 3000
Total Cost Savings 73000 73000
Cost Avoidance
(Enter Cost Avoidance Here) 20000 20000
0
0
Total Cost Avoidance 20000 20000

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Other Benefits
(Enter Other Benefits Here) 5000 5000
0
0
Total Other Benefits 5000 5000
Total Benefits 227000 227000
Quantitative Analysis Year 1 ($000s) Total
($000s)
Cost Savings 73000 73000
Cost Avoidance 20000 20000
Revenue 129000 129000
Other 5000 5000
Total Benefits 227000 227000
Non-Recurring 35900 35900
Recurring 14800 14800
Total Costs 50700 50700
Net Benefit or Cost 176300 176300
Present Value of Total Benefits: $2,16,190.48
Present Value of Total Costs: $48,285.71
Net Present Value $1,67,904.76
Part B: Business Process Improvement Report
Brief description of the scenario Audit process improvement methods
It has been identified in Part A that there is requirement to improve existing business
process within the online business “Booking.com”. The business is facing many difficulties
and issues while managing their business operations. Hence, it has been determined that the

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existing business process should be improved with the help of some business improvement
methodologies as mentioned in the below section.
Six Sigma
It was being introduced for minimizing the difference, drawbacks and the
inadequacies with business process of an organization. It is termed as the consistent process
that is related problem solving and aims to make improvements in the business processes.
There are mainly five stages involved in this process that is:
1) Identification and qualification of issues
2) Performance measurement of the various departments within the organization
3) Analysis of the problems such as data and basic issues
4) Enhancement in the error counts and defects
5) Monitoring of process for ensuring sustainability of the process improvement
This method for process improvement provides mixed results hence, it is determined
that the organization will be satisfied by implementing it for improving their business
process. Although there are some drawbacks of this method as it does considers the
involvement of customers or vendors.
Benchmarking
It is a process that comprises of constantly analyzing and measuring the existing
business processes within the organization as compared to the processes being followed by
competitive business. For attaining information, this method can be adapted by the
organization so that evaluation and implementation of the best procedure for making process
improvements. It is categorized into different types that is internal and external, competitive

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and generic benchmarking. The first organization to adapt benchmarking as tool for process
improvement is Xerox.
Business Process Reengineering (BPR)
The core objective of this method is to attain comprehensive improvement for the
existing business processes within the organization. This method is termed as the process
which is used for elementary rethinking and foundational redesigning of the business
processes within the organization. It eventually enables the organization to attain the desired
improvements in the business process of organization. The process improvement can be
achieved through the calculation or estimation of costs in terms of quality of services or
products such that the demands of the customers can be fulfilled. The main motive of this
method is analyzing the existing business process so that an improved method could be
applied rather than just modifying the existing business process. This method is target
oriented and well defined procedure that involves cross questioning of hypothesis.
Process mapping
This method is considered as an effective tool for enhancing process improvement
within an organization. It is termed as a technique that is developed for highlighting the
correlation between the activities within the organization, statistics as well as fair intentions.
It is divided into different types that is:
1. Value added process mapping – It aims at inspecting the value added activities and
the contribution of them towards the existing business process.
2. Cross functional / process interaction map: It aims to reflect the actions taken by
different undertaking and correlation between them.