Business Process Document


Driver






Rally OurBus

79 Madison Ave.

 NYC 10016




23/03/2023







Table of Contents

Introduction                                                                                                                                                                     3

Driver Process Document                                                                                                                                              3

Process Document : Driver                                                                                                                                            5

Process Flow Diagram : Driver                                                                                                                                      7




Introduction


This Business Process Document has been developed for use for Rally OurBus Customer (lines side) experience process standardization. Driver (Lines) as a process has been identified as a key area of standardization by Rally OurBus executive leadership. This process will allow Rally OurBus to standardize its driver-related complaints and fill its needs by implementing a repeatable and standardized process with participation from each division more effectively.




Explanation of Business Process Document

Business Process is effective ways 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.




Driver - Business Process Document


Name of Process:

Driver

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 with respect to any complaints about the driver of their bus.

Process Scope:

The process is restricted to only customers complaining about the driver 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 driver of the bus. The process’s ending boundary is defined by providing the customer with a resolution followed by incident filing for the same.

Process Flow:

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

  2. The service team member can try to 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 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 the trip details are confirmed, check with the customer for more elaborate information on the driver-related complaint. 

  • Was he driving erratically? 

  • Did he behave inappropriately? 

  • Did he not make any announcements during the trip? 

  • Did he deny boarding? 

  • Did he skip a stop? 

  • Did he depart earlier than the scheduled time?

  • Did he not help with boarding the luggage?

  • Did he lose the luggage?

  1. Once they’ve given the relevant information, apologize to the customer and If the ride is ongoing, raise it immediately on the now_dispatch slack channel and respond to the customer as per their findings and file an incident report. If the ride is not live, straightaway file an incident report and follow up with the operations team to provide compensation, based on their findings. https://docs.google.com/forms/d/e/1FAIpQLSfrGWmgCGck9MV-neqw5eKyKaeyqb9hEfCThWwbpksTbrtFFA/viewform?hl=en&hl=en.

Process Output:


The output for this process is a customer having been provided a resolution on their complaints about the driver.

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





















Sponsor Acceptance 



Approved by the Project Sponsor:



        Date:    

<Project Sponsor>

<Project Sponsor Title>