A project on

Requirements gathering (Mapping Process flow) for travel process digitization Conducted at

HONEYWELL TECHNOLOGY SOLUTIONS LAB

Submitted to Bangalore University in partial fulfillment of the requirement of the degree of

MASTER OF BUSINESS ADMINISTRATION

Submitted by

Abhishek.G.R
Reg. no. 05XQCM6003
Under the Guidance of
External guide Ramanathan.G Finance controller & ECO Honeywell Technology Solutions Ltd

Internal guide Prof. Jairaj Nair M P Birla Institute of management

M P BIRLA INSTITUTE OF MANAGEMENT ASSOCIATE BHARATIYA VIDYA BHAVAN RACE COURSE ROAD BANGALORE 560 001
2005-2007

DECLARATION

I Abhishek.G.R, hereby declare that the project titled Requirements gathering (Mapping Process flow) for travel process digitization is an original work carried out by me at Honeywell Technology Solutions Lab, Bangalore as a fulfillment for the requirement of MBA Degree of Bangalore University. Further this project has Place: Bangalore Abhishek.G.R not been previously submitted for award of any degree or any diploma Date : of Bangalore University or any other University.

M. P. Birla Institute of Management

Associate Bharatiya Vidya Bhavan
# 43, Race Course Road, Bangalore 560 001, India. Tel.: 080 22382798/ 9634 Fax: 080-22389635 E-mail: info@mpbim.com Website: www.mpbim.com

PRINCIPALS CERTIFICATE
This is to certify the project report entitled Requirements gathering(Travel Process Mapping) for travel process digitization at Honeywell technology solutions Ltd has been prepared by Abhishek.G.R bearing the registration no.05XQCM6003 under the guidance of Prof Jairaj Nair of M.P.Birla Institute of Management (Associate Bharatiya Vidya Bhavan), Bangalore. This has not formed the basis for the award of any degree/ diploma for any university

Place: Bangalore Date: (Dr. N. S. Malavalli)

Principal

M. P. Birla Institute of Management

Associate Bharatiya Vidya Bhavan
# 43, Race Course Road, Bangalore 560 001, India. Tel.: 080 22382798/ 9634 Fax: 080-22389635 E-mail: info@mpbim.com Website: www.mpbim.com

GUIDES CERTIFICATE
This is to certify that the Project report entitled Requirements gathering(Travel Process Mapping) for travel process digitization at Honeywell Technology Solution Ltd by

Abhishek.G.R bearing registration No.05XQCM6003 is a bonafide work done under my guidance during the academic year 2006-07 in fulfillment of the requirement for the award of MBA degree by Bangalore University. To the best of my knowledge this report has not formed the basis for the Place: Bangalore award of any other degree. Prof.Jairaj Nair
Date:

ACKNOWLEDGEMENTS

I am thankful to Dr.N.S.Mallavali, principal & guide Prof. Jairaj Nair, M.P.Birla Institute of Management, Bangalore, who have given me their valuable support and advice during the project. I profusely thank Mr.G.Ramanathan, Finance Controller & Export Compliance officer, Honeywell Technology Solutions Ltd Bangalore, for all the support and guidance extended for this project. I equally thank all the employees and executives of Honeywell Technology Solutions Ltd Bangalore who have extended their suggestions and helped me learn a lot about processes and their performance. Finally, I express my sincere gratitude to all my friends and well wishers who helped me to do this project.

Contents
1. About Honeywell 2. Honeywell Initiatives & behaviors 3. Industries served 4. Honeywell Customers 5. About Honeywell Technology Solutions Labs(HTSL) 6. Title: Requirements Gathering 7. Executive Summary 8. Business process digitization: Introduction 9. Problem statement, Objective ,Data gathering 10. Components Involved in Travel process 11. Travel Process components detailed 12. SWOT of travel team 13. Travel Process suggestions/Comments by travelers 14. Best practices in Benchmarking partners ,Wipro 15. Dell 16. Satyam 17. Customer& process owner inputs 18. Travel Process Map 19. Travel process Map Flowcharts 20. Bibliography

Pg.no

01 03 06 09 10 11 12 13 14 15 16 19 20 23 24 25 26 27

Honeywell Technology Solutions Lab (HTSL) is an integral arm of Honeywell, one of the world's premier global and progressive companies.

About Honeywell

Honeywell International is a billion diversified technology and manufacturing leader, serving customers worldwide with aerospace products and services; control technologies for buildings, homes and industry; automotive products; turbochargers; and specialty materials. Based in Morris Township, N.J., Honeywells shares are traded on the New York, Company Overview London, Chicago and Pacific 116,000Exchanges.inItnearly 100 countries ,stocks that100 company Stock employees is one of the 30 A Fortune make up the sales of $27.7Industrial Average and is Dow Jones billion in 2005, One of 30 select companies represented by the Dow Jones Industrial also a component of the Standard & Poor's 500 Index. Accomplishments
Average.
Most Admired Companies #7 in the Aerospace & Defense industry Fortune magazine 2005 100 Best Places to Work in IT 2005 Computer World magazine Hottest Company of the Year

Dave Cote is chairman and CEO of Honeywell, a diversified technology and manufacturing leader, serving customers worldwide with aerospace products and Start magazine (Aug. services; control technologies for 2005) buildings, homes and industry; turbochargers; and Top 25 Most Military-Friendly Employers in 2005 specialty materials. He was first elected GI Jobs president, CEO, and a member of the Board of Honeywell magazine in February 2002. He was named David M. Cote - Chairman and CEO chairman of the Board of Directors on July 1, 2002.

Cote came to Honeywell from TRW, a $16 billion products and services provider for the automotive, aerospace, and information technology markets, where he joined as president in 1999. He was subsequently named CEO in 2001 and chairman in 2002. Cote joined TRW from General Electric, where he served 25 years, progressing through a series of positions in manufacturing, finance, marketing, strategic planning, and general management. He was appointed to his last position at GE corporate senior vice president and president and CEO of GE Appliances in 1996.

Cote is a 1976 graduate of the University of New Hampshire, where he earned a bachelor's degree in business administration. He is one of 10 U.S. CEOs invited to serve on the U.S.-India CEO Forum established by President George W. Bush and Indian Prime Minister Man Mohan Singh in July 2005.

Honeywell Initiatives and Behaviors

5 Initiatives - Growth - Productivity - Cash - People

- Enablers, Digital Works and Six Sigma : Honeywell Operating System, Functional transformation and Velocity Product Development.

Growth

The objective of this initiative is to achieve profitable growth, using four pillars of organic growth. The pillars include doing a superb job for our customers every day; superior Sales & marketing organization; globalization; and robust, funded technology Productivityfor new products and roadmaps services.

This initiative will continue the outstanding record of accomplishment in driving continuous improvement in support of improved productivity. It will maintain a high level of performance, Cash as it increases the emphasis on growth. even Cash is the lifeblood of any business. Honeywell will use cash to invest in growth opportunities. At Honeywell, as cash flow increases, we take advantage of opportunities to reinvest in our People businesses. The positive impact on employees and shareowners alike is huge. Honeywell recognize that great people make all the difference. It offers challenging assignments, continuous learning, and rewards for high performance. Honeywells philosophy on the people is to differentiate performance and reward great performers. Honeywell Enablers: Honeywell Operating System and Functional ensures the right Transformation developmental opportunities for our most talented people. The Honeywell Operating System (HOS) is a comprehensive, integrated approach to managing the Integrated Supply Chain (ISC). It is based on the Toyota Production System and builds on our use of Six Sigma Plus (Six Sigma and Lean) tools in eliminating variation and improving work processes on a rapid and continuous basis. The system will change the way we currently act, work and lead. Key elements of the system include standardized work; direct, visible product flows; continuous improvement through rapid, low-cost experimentation; immediate problem-solving; and having leaders act as mentors and coaches to enable shop-floor success.

Honeywell expects the system to drive exceptional performance in safety ,quality, value, delivery. To streamline and improve work done within the core support functions, Honeywell has launched the Functional Transformation Initiative (FTI), a multi-year program that will drive process improvements while delivering significant cost savings. The functions will eliminate non-valueadded work, and standardize, consolidate and digitize processes. It also will explore ways to co12 Behaviors source repetitive and transactional activities. When fully implemented, the -Functional Growth and Customer Focus -Transformation Initiative will allow employees to focus on more strategic, Leadership Impact -high-impact work and Gets Results -enable business leadership to focus primarily on operational performance Makes People Better -and satisfying customer Champions Change - Fosters Teamwork and Diversity requirements.
- Global Mindset - Intelligent Risk Taking - Self-Aware/Learner - Effective Communicator - Integrative Thinker - Technical or Functional Excellence

The 4 Pillars of Growth

Honeywells first initiative is Growth. It will pursue organic growth through four fundamental strategies, or pillars: - Doing a superb job for the customers every day in quality, delivery, value and technology - Superior Sales and Marketing

- Globalization - Developing robust, funded technology roadmaps for new products and services, all supported with a strong commitment to Design for Six Sigma (DFSS)
Each Business Has Developed a Growth Game Plan

INDUSTRIES SERVED

Aerospace Honeywell Aerospace is a leading global provider of integrated avionics, engines, systems and service solutions for aircraft manufacturers, airlines, business and general aviation, military, space and airport operations. Its primary focus is to enhance customer value by making flight safer, more

reliable and more cost-effective through our unique capabilities in sophisticated avionics, flight safety products and systems, propulsion engines, auxiliary power units and wheels and brakes and our strong aftermarket service and support. It is committed to redefining customer-supplier relationships across a broad array of core competencies, including power, guidance, navigation, safety, communication and services all through a spirit of partnership. Honeywells Aerospace products can be found on virtually every type of aircraft in use, in nearly every region of the world. In the air and on the ground, Honeywell systems and components reflect cutting-edge technology Automation and Control Solutions incorporated from product development efforts. These efforts contribute to Honeywells unequaled The products, services and technologies of Honeywell Automation and variety of products Control Solutions (ACS) and services, which in turn lead to are at work in 100 million homes and five million buildings worldwide. greater customer satisfaction. Honeywell is Not toworldsplanes, the mention premier supplier of aircraft engines and trains and automobiles. It also monitors and control processes to improve systems, avionics and other products and the productivity of services for plants. And it helps make it business aircraft, complex industrialairliners, regional and possible to miniaturize sophisticated, implantable spacecraft. military aircraft and
medical devices. The common denominator across the entire ACS portfolio is a pioneering expertise in sensing and control. Its the science of capturing more and better data, and then applying the insight to make devices, systems and processes smarter, more capable and more valuable.

Fifty years ago, the expertise created The Round thermostat, the icon of home temperature control and the first device that could maintain temperature within one degree of the setting. Today, sensing and control is about collecting and integrating information from multiple points across an office building, an airport or a school to optimize the performance of critical systems like heating and air conditioning, lighting, video surveillance, access control and fire detection. Sensing and control for tomorrow? Consider sensing devices connected and communicating wirelessly that can be installed at significantly lower cost, in greater quantities and with dramatically fewer limitations on location. The ACS expertise is an enabler a game changer thats becoming more relevant, more productive and more powerful every day. Honeywell innovations in sensing and control. Improving the way we live by creating a world that is safer, more comfortable, more secure and more productive. A global leader in providing product and service solutions that improve efficiency and profitability, support regulatory compliance, and maintain safe, comfortable environments in homes, buildings and industry. Products and services are used around the world in more than 100 million homes and buildings as well as in 24 of 25 top oil refineries.

Specialty Materials Honeywell Specialty Materials, based in Morristown, N.J., is a global leader in providing customers with high-performance specialty materials, including fluorine products; specialty films and additives; advanced fibers and composites; intermediates; specialty chemicals; electronic materials and chemicals; and technologies and materials for petroleum refining. With research and development facilities around the world, including labs in Germany, New York,

California and Shanghai, Honeywell Specialty Materials is on the cutting edge in several sectors of the chemical and high-performance materials industry. At Honeywell Specialty Materials, we view Responsible Care as the foundation of environmental, health and safety excellence in our business. It incorporates health, safety and environment (HSE) management systems into all phases of the chemical life cycle. Its commitment to continuous HSE performance improvement is Transportation Systems facilities around the evident at our world it is the way we do business. Honeywell Specialty As a leading automotive supplier, Honeywell enhances vehicle performance, efficiency, and appearance through state-of-the-art technologies, world-class brands, and global solutions to our Materials employs approximately 10,000 customers' needs. people at more than 80 manufacturing and sales facilities The worlds leading innovator of automotive turbo chargers. It offers some of the best-known worldwide. consumer automotive product brands and manufacture world-class braking material for major auto
manufacturers around the world.

Customers Honeywells businesses being diversified, it straddles the entire industry spectrum. Given below are some of Honeywells customers in its four areas of business.

Transportation Aerospace ACS Specialty Materials Systems

 Bell Boeing Airbus General Electric Hughes U.S. Department of Defense U.S. Department of Energy NASA

Du Pont General Motors BASF Boeing Philips Petrol co Weyerhaeuser

Cisco IBM Motorola Ford Samsung 3M United Tech

BMW Bosch DaimlerChrysler Honda Nissan Renault TRW Volkswagen Volvo Wal- Mart

Honeywell Technology Solutions Lab

Honeywell Technology Solutions Lab (HTSL) was set up in 1994 as a regional offshore software development center supporting Honeywell businesses worldwide. Today, it has grown from being a software development center to a full-fledged research and development center in the areas of aerospace and automation and control solutions and supports Honeywell businesses in providing total end-to-end solutions as well as business oriented solutions for regional markets.

Diverse, ingenious, committed and integrated thats Honeywell Technology Solutions Lab (HTSL) .A place where technology and people strike a perfect balance to deliver unsurpassed value to customers by providing innovative total solutions enhancing the comfort, safety, security, efficiency and reliability of the environment they live, travel and work. A SEI CMMI Level 5 company, this is a place where commitment to quality and the spirit of innovation is intrinsic to its culture. HTSL believes that to grow, one needs to constantly embrace and adapt to change. Keeping this philosophy in mind, HTSL has come a long way from its early days in 1994, when Dr.Krishna Mikkilineni, the Managing Director of HTSL led the company with about half a dozen people. From being an off-shore development center, today, HTSL provides value to Honeywell businesses through Product Solutions & Analytics, New Product Introduction, Advanced Research and Technology and IT & Business Process Solutions. The Product Solutions team is supported by core engineering functions like Platforms & Solutions specialists, Program Management, Process & Black Belt , Solutions Assurance & facilities Focus and Strategy and Market Sensing. Headquartered in Bangalore, HTSL is an integral corporate arm of Honeywell International providing value to Honeywell's businesses and customers by providing technology, product and business solutions meeting global standards of quality, innovation and lifetime performance. HTSL has offices in Madurai, Shanghai, Beijing, Phoenix, Minneapolis and Singapore.

Project : Requirements gathering (Mapping Process flow) for travel process digitization

Executive summary
Honeywell technology solutions labs in Bangalore is 6000 strong employee workforce. On an average there would be around 200 employees traveling abroad per month.

The travel process in Honeywell is manually handled (partially automated).Since there are many people traveling from the company there is high pressure on the travel team to perform well and maintain good quality process to ensure the smooth flow of activities.

Currently, the travel process involves lot of paper work which is manually handled. Since the process is not automated the process is prone to errors and inconsistencies. The performance of the entire process does not suffice to the expected process quality output.

Any missing paper delays the process to a great extent thereby disturbing the flow of activities thereby increasing the cycle time. The company is looking forward to digitize the entire process in order to maintain consistency and realize the benefits of process digitization. This digitization process will greatly reduce the cycle time and will increase the process efficiency.

The current cycle time for the entire process is 5 to 7 working days after the request for travel is raised with the travel team. The first step in order to digitize a process is to know the flow of activities of the process. Requirements gathering play a crucial role in digitization The process of digitization requires knowing the entire travel process flow. So, requirements gathering play a crucial role in identifying the activities of the process and mapping the entire flow process.

It also involved looking for the best practices that are followed in various companies in order to benchmark a practice and try to perform close to the benchmarked practice. Once digitized the cycle time is expected to reduce to 3-4 working days.

Process digitization (Business process automation)

Introduction
A digitization process is a computer representation of a business process. It represents the inputs and outputs, via data and information, of the various steps in the process. Digitizing processes enables organizations to realize many of the benefits of becoming processdriven since processes are explicitly defined and consistently executed. This improves the efficiency and effectiveness of the organization as well as mitigates the impact of staff turnover.

Business process digitization or BPA(Business process automation) is the process a business uses to contain costs. It consists of integrating applications, cutting labor wherever possible, and using software applications throughout the organization.

Most processes can gain significant efficiency improvements by digitization. The generic, overall gains come from process digitization are :* Elimination of paper flow, handling, storage and retrieval * Reduction of need for co-location and associated overhead * Linkage to external collaborators, suppliers and customers * Enabling of intelligent processing and expert systems * Enabling of sub process or full process automation in real time or batch enabling of process inter-connectivity both internal and external, linked internal processes

Problem Statement
The travel process in Honeywell Technology Solutions Labs is a manually done process. The cycle time for the entire process is 5 to 7 working days after the request for travel is raised with the travel team.

The process isnt that consistent and is prone to delay the entire activity in case of misplacement of any related papers. To have a consistent process in place, the entire process is getting digitized. The in house Information Systems team helps in developing the application needed for the travel process digitization.

The process of digitization requires knowing the entire travel process flow. So, requirements gathering play a crucial role in identifying the activities of the process and mapping the entire flow process. Once digitized the cycle time is expected to reduce to 3-5 working days.

Objective
Requirements gathering to map the entire travel process flow and submit it to the Information Systems development team to digitize the entire travel process thereby reducing the cycle time.

Data gathering
Data collection of the entire process is done through one on one communication with the Stakeholders of the Travel process. The entire process flow is represented in the form of flowchart by using Microsoft Visio.

In the process of benchmarking the best practice data is collected from the team leaders from various companies (wipro, Dell, Satyam) through interviews and process overview documents of the process followed.

Components involved in the travel process

Travel Travel
1

Processing
2

Travel

process

FOREX
4 5

Travel process components detailed

1) Travel Initiation : i. Travel forecast to be raised by PM/DM approved by the BUL. ii. If employee is chargeable employee raises the travel request. iii. If not chargeable MD needs to approve it. iv. After MDs approval Employee can raise the travel request. v. Once the request is raised visa processing could be initiated. 2) Visa Processing:

i. The employee has to complete 1 year at HTSL else the petition will be put on hold until one year is completed. ii. After the completion of a year the employee should hold a valid petition. iii. The employee should have a valid passport. iv. Appointment are taken at the consulate for interview and informed to the employee. v. All the required papers are set ready & sent to the employee before the consulate appointment. 3) Ticketing i. After the consulate interview if permission for travel is obtained ticketing is handled. ii. iii. iv. An optimal routing is prepared by the travel implant. The itinerary has to be approved by the employee. After approval travel implant books the tickets.

v.

Travel tickets to be collected in hand by the employee at the travel desk.

4) FOREX (Foreign Exchange) i. FOREX agent issues travelers cheque ,WTM card and some foreign currency ii. The finance department has to approve for cash dispatch or card filling. iii. Traveler can send mail to finance department to reload his monthly per diem into WTM . iv. Finance department authorizes monthly per diem into the WTM account .

5) AMEX (American Express)

i. Amex application forms are filled by the employees. ii. Travel department forwards the Amex application to the Amex. iii. Amex dispatches the card to the travel department. iv. Cards are held with the travel department. v. Amex cards are handed to the employees after their travel request. vi. Amex cards are used by travelers for official purposes only. vii. Amex cards are handed over back to the travel department after the travel completion. 6) Accommodation i. Accommodation could be for either domestic or overseas travel. ii. If domestic travel, travel coordinator books the hotel for traveler. iii. In overseas travel the foreign nation invitation is filled and sent. iv. The overseas travel coordinator collects the required information and books for the accommodation accordingly.

v. The details of the bookings are sent back to the traveler.

7) Travel Settlement i. Settlement has to be done once the traveler returns from travel. ii. The traveler has to submit expense statements to the concerned person. iii. Concerned person verifies the travel expense statements and forward to finance validation. iv. Verifies and authorizes for payment. v. The travel settlement transaction is saved in a file.

SWOT Analysis of Travel team

Strengths Customer oriented Weakness

Good leadership skills to be developed. The team should be a unified group. Manual handling of the process(partially digitized) Long cycle time. Monotonous works handled. Work pressure in volumes. Less resources. Work not evenly distributed.

Opportunities
Can understand export compliances of other countries too. If the work given to the employees could be streamlined in a better way, the opportunity to learn the entire process could be enhanced.

Threat
Process malfunction Job overloads Aggressive customers Team disintegration

Travel process Suggestions/comments given by the travelers

Suggestions/comments on raising the travel request 1. The process can be automated especially for necessary approvals etc. 2. Automation of process 3. It should be made online 4. It should be simple and should be automated one. 5. It can be automated through mail. Need not take signature on paper as long as you have approval through mail. Suggestions/comments on the Travel Approval Process 1. Tracking Availability of Manager 2. It should be online. 3. Should be fully automated 4. Digitize the process. Often Business Unit Lead or Business manager signature is required. If they are busy or on travel, the person traveling had to waste time in looking for them. 5. Simplifying travel approval process- it can be online

6. Process of getting signature from authorized person should be automated

Suggestions/comments on Accommodation and Local Transport 1. A tentative Travel/conveyance charges amount needs to be allotted and handed over before travel. 2. 3. 4. 5. 6. Web site with relevant information will be helpful Provide accommodations without prior knowledge on safety and social environment. Travel advance to meet local transport etc should be provided It will be better to get some guidance on local transportation. It will be good if we have information on geographical information about the

destination, local transportation in destination, restaurants. Suggestions on travel process 1. End to end automated process with proper website will be useful 2. It would be good to stream line the process. 3. Personal preferences could be discussed with the employee well before booking tickets like flight timings, route, etc. 4. 5. 6. 7. 8. Please get the Amex cards during the travel itself. Good accommodation and local transportation arrangements will help. Not to inform travel (Visa interview/Abroad interview) at last minute. Not to inform Hotel booking, Car rental, tickets at last minute. We can avoid all the last minute emergencies by providing everything before a day or

two. 9. Everything happens in a last minute. Getting tickets and visa on the last day. And Employee is not sure when he/she is traveling. 10. Issue all documents, cards, exchange in advance. 11. Improve email response. 12. e-Travel responsiveness is not satisfactory. 13. Long lead time to complete the process.

14. Meeting travel desk many times to take Visa appointment. 15. No acknowledgement for change in itinerary. 16. Make induction program mandatory before issuing air ticket to employee. 17. Please immediately deactivate email Id of travel process staff, who quit or move out. 18. The travel team and forex desk need to be trained on procedures of all countries not just

big ones like US, UK. 19. For first time travelers still it's necessary to give adequate knowledge on packing, managing etc. 20. There should be some more briefing to be done for first time travelers , mainly With respect to food culture at the destination. Some people come over without knowing the names of basic continental food.

21. Prior briefing on reaching to destination is a must. Site coordinator information should

22. The visa processing group lacks experience and knowledge of the whole process.
Key Suggestions / Complaints on Travel Procedures and Policies 1. Documenting the travel procedures for L1 and B1 will help first time travelers 2. On travel procedure and policies even small things could be added as guidance. 3. The current policy of doing travel settlement on monthly basis is impractical and is more time consuming. 4. The Travel Process in the intranet site must mention everything, For example, there is no information for how company pays the Income tax abroad and any receipts will be issued to the employee. 5. CAR policy is vague. The manager speaks some ratio to maintain between CAR and employee which is missing in policy.

be given to first time travelers.

6. A $10 calling card should be given to every person traveling in India itself so that he can call his home/office immediately after reaching instead of arranging with friends. This can be later on deducted at the time of travel settlement

7. Some kind of open sessions should be there for the travel policies and to understand the employee grievances.

Practices in the Benchmarking Partners

WIPRO
Use SAP for complete digitization of Travel System. Traveler gets support from the Call center 24*7. The Travel Request is divided into two types 1) Domestic travel request (DTR), 2) Foreign travel request (FTR). No Travel Implants or Agents. Negotiation with Airlines like Lufthansa, British airways and Kingfisher. Abacus - Satellite Ticket Printing. Travel Briefing on every Thursday and Friday.

They give information about the destinations to the travelers. Fixed Travel allowance to the travelers based on their designation for accommodation, local conveyance and entertainment. For visa interview all the employees should travel to the Chennai consulate by train or road. Based on the bands given to the employees they are allowed to travel in business and economy class. Medical Insurance is taken care by the Thomson insurance ( Local Company).

DELL They use Ariba package for the complete digitization of travel system They outsource complete travel system to the third party (Travel Agents). They have deal with the British airways to give the fixed price on overseas travel. They have negotiations with hotels in India and also maintain company owned apartments. They will book the accommodation when required. They provide the local transportation within in India. They also provide printed city map from the airport to the hotel along with the ticket. Traveler has choice to book the cab type. They are getting the price of tickets at 30 % less than the highest price of the tickets.

They penalize the travel implants if they do not book the tickets at 30 % less price than the highest prices, as per the agreement. They will arrange awareness programs for the travel implants every three months. From the intranet website, travelers can get the information on environment, hotels and local transportation etc in the visiting cities. They can also download documents to be filled, checklists and covering letters etc. Lead time for overseas travel is 1 week. They pay to the travel implants as per the number of transactions. One transaction covers ticket, hotel, cab, and visa. They will take feedback after every travel from all employees. Bajaj Allianz takes care of the Medical Insurance. Implant handles the Forex. Class of ticket depends on the band assigned to the traveler. They will reimburse the amount spend on hotels, local transportation and entertainment after submitting the bills. Their travel team contains 5 members

Travel Coordinator (Dell employee -1) Travel Implant - 4

SATYAM
They have an internally developed tool to handle the travel system. Traveler can raise travel request in the tool, and it will be forwarded to the FIC (Financial In charge of that circle) for approval if it. Help desk with 50 members will help the travelers in booking the accommodation and cabs. These members are employed on contract based. Tracking is done with help of TP.

Class of ticket issued depends on the band assigned to the travelers. They tackle nearly 2500 domestic travels and 800 900 international travels in a year. Traveler has to make his own arrangements abroad for accommodation and local conveyance. They have tie-ups with airlines and also have travel implants to book the tickets. After completing the travel, traveler can drop the bills along with the travel expense report in an envelope in to the drop box provided at each building. All this expense reports are consolidated and settled. Traveler cant raise the travel request without filling the dues of the previous travel. His travel request is kept under hold by FIC and releases after clearing the dues. They conduct travel briefing sessions every week. It is mandatory that every traveler has to attend.

Customers Inputs & Process owner inputs in all of the benchmarking practices

Customers Inputs

Simple process Bibliography Automated

www.Honeywell.com before one week of Date of journey. All documents to be submitted

Difficult reimbursement of the expenses incurred i.e., it is difficult to submit bills. www.wikepedia.com Travel process awareness. Google-Travel Process digitization

Tracking of Travel Request

Process Owners Inputs

Robust Simple Self educating to stake holders To reduce fatigue on the travel employees