Business Process Document


Bus Amenity






Rally OurBus

79 Madison Ave.

 NYC 10016




23/03/2023






Table of Contents



Introduction                                                                                                                                                                            3

Explanation of Business Process Document                                                                                                                      3

Sample Business Process Document                                                                                                                                   5

Sample Business Process Flow Diagram                                                                                                                             7






Introduction


This Business Process Document has been developed for use for Rally OurBus Customer (lines side) experience process standardization. Bus Amenity (Lines) as a process has been identified as a key area of standardization by Rally OurBus executive leadership. 




Explanation of Business Process Document

Business Processes is an effective way to improve business performance, increase workforce and resource efficiencies, and perform value-added functions to meet critical needs.  To be effective, a business process should also be easily integrated with other processes and the organizational structure.  As potentially useful and effective as business processes are, oftentimes they’re poorly planned, implemented, or communicated.  In such cases, a process may confuse and create an even more ineffective environment than previously existed.  When planning, implementing, and communicating a new business process, it is important to provide structure, a formal process flow, process boundaries, inputs/outputs, and control points.  This will allow the organization to not only achieve improved performance but to have a mechanism to continually improve the business process.




Bus Amenity - Business Process Document


Name of Process:

Bus Amenity

Process Owner:

Mayank Sharma

Created By:

Mayank Sharma

Last Updated By:


Date Created:

03/23/2023

Last Revision Date:


Process Purpose:

The purpose of this document is to have clear guidelines on how to assist and guide the customer if they reach out in respect to the complaints about the bus amenities.

Process Scope:

The process is restricted to only customers complaining about the bus amenities on a trip that had been booked for the OurBus LOB. 

Process Boundaries:

The activities immediately following the process input and immediately preceding the process output define the boundaries for the confirmation of the ticket details to the customer. Therefore, the starting boundary is defined by a customer contacting the customer experience department complaining about the missed/broken amenities of the bus. The process’s ending boundary is defined by providing the customer with an apology coupon followed by incident filing for the same.

Process Flow:

  1. The Customer reaches out to the customer experience team and complains about the missing/broken amenities of the bus which was being used for their travel.

  2. The service team member can pull the user’s details through their phone number or email address or request their unique details (Pass reference code or registered email id) to find the booking of the customer. In case they do not have any information available, please ask them for the itinerary i.e time and name of their pick-up stop. Then check on the OurBus website for buses departing at that time and their route details. Post this, log into the full schedule on the admin panel and check for the same bus timing and try to locate the client in the passenger list.

  3. Then please confirm the travel date in question.

  4. Once we have all the relevant details, check with the customer for more details on the broken amenity, if any. They could be wifi not working, non-functional or no charging ports, non-functional restrooms, non-functional ac/heater, or lack of free water.

  5. Apologize to the customer and offer them a coupon worth 5% of their ticket price for every amenity that was missing.

  6. Once the conversation has ended, please file the incident reporting form using the link: https://docs.google.com/forms/d/e/1FAIpQLSfrGWmgCGck9MV-neqw5eKyKaeyqb9hEfCThWwbpksTbrtFFA/viewform?hl=en&hl=en.

  7. If the ride is ongoing, check with the dispatch about the same and once it is confirmed by the dispatch about the missing/broken items, repeat Step 5. 

Process Output:


The output for this process is a customer having been provided a resolution on their complaints of the missing/broken bus amenities.

Exceptions to Normal Process Flow:

If the customer reaches out to us in any given timeline, it is mandatory to fill out the incident form. 

Control Points and Measurements:

Regular Audits and Feedback along the interactions being handled by the agent 

Business Process Flow Diagram

























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