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 Internal guide

Ramanathan.G Prof. Jairaj Nair
Finance controller & ECO M P Birla Institute of management
Honeywell Technology Solutions Ltd

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
not been previously submitted for award of any degree or any diploma of Bangalore
University or any other University.

Place: Bangalore Abhishek.G.R

Date :
 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

PRINCIPAL’S 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 Principal

Date: (Dr. N. S. Malavalli)
 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

GUIDE’S 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 award of any other degree.

Place: Bangalore 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 Pg.no

1. About Honeywell 01
2. Honeywell Initiatives & behaviors 03
3. Industries served 06
4. Honeywell Customers 09
5. About Honeywell Technology Solutions Labs(HTSL) 10
6. Title: Requirements Gathering 11
7. Executive Summary 12
8. Business process digitization: Introduction 13
9. Problem statement, Objective ,Data gathering 14
10. Components Involved in Travel process 15
11. Travel Process components detailed 16
12. SWOT of travel team 19
13. Travel Process suggestions/Comments by travelers 20
14. Best practices in Benchmarking partners ,Wipro 23
15. Dell 24
16. Satyam 25
17. Customer& process owner inputs 26
18. Travel Process Map 27
19. Travel process Map – Flowcharts
20. Bibliography
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., Honeywell’s shares are traded on the New York, London, Chicago and Pacific
Stock Exchanges. It is one of the 30 stocks that make up the Dow Jones Industrial Average and is
also a component of the Standard & Poor's 500 Index.

Company Overview

116,000 employees in nearly 100 countries , A Fortune 100 company – sales of $27.7 billion in
2005, One of 30 select companies represented by the Dow Jones Industrial Average.

Accomplishments

“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”

 Start magazine (Aug. 2005)

“Top 25 Most Military-Friendly Employers in 2005”

GI Jobs magazine

David M. Cote - Chairman and CEO

Dave Cote is chairman and CEO of Honeywell, a diversified technology and manufacturing leader,
serving customers worldwide with aerospace products and services; control technologies for
buildings, homes and industry; turbochargers; and specialty materials. He was first elected
president, CEO, and a member of the Board of Honeywell in February 2002. He was named
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 roadmaps for new products and
services.

Productivity
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,
even as it increases the emphasis on growth.

Cash

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
businesses. The positive impact on employees and shareowners alike is huge.

People

Honeywell recognize that great people make all the difference. It offers challenging assignments,
continuous learning, and rewards for high performance. Honeywell’s philosophy on the people is
to differentiate performance and reward great performers. Honeywell ensures the right
developmental opportunities for our most talented people.

Enablers: Honeywell Operating System and Functional Transformation

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-value-
added work, and standardize, consolidate and digitize processes. It also will explore ways to co-
source repetitive and transactional activities. When fully implemented, the Functional
Transformation Initiative will allow employees to focus on more strategic, high-impact work and
enable business leadership to focus primarily on operational performance and satisfying customer
requirements.

12 Behaviors

- Growth and Customer Focus

- Leadership Impact
- Gets Results
- Makes People Better
- Champions Change
- Fosters Teamwork and Diversity
- Global Mindset
- Intelligent Risk Taking
- Self-Aware/Learner
- Effective Communicator
- Integrative Thinker
- Technical or Functional Excellence

The 4 Pillars of Growth

Honeywell’s 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. Honeywell’s 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
incorporated from product development efforts. These efforts contribute to Honeywell’s unequaled
variety of products and services, which in turn lead to greater customer satisfaction. Honeywell is
the world’s premier supplier of aircraft engines and systems, avionics and other products and
services for airliners, regional and business aircraft, military aircraft and spacecraft.

Automation and Control Solutions

The products, services and technologies of Honeywell Automation and Control Solutions (ACS)
are at work in 100 million homes and five million buildings worldwide. Not to mention planes,
trains and automobiles. It also monitors and control processes to improve the productivity of
complex industrial plants. And it helps make it possible to miniaturize sophisticated, implantable
medical devices. The common denominator across the entire ACS portfolio is a pioneering
expertise in sensing and control. It’s 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 – that’s 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 evident at our facilities around the
world it is the way we do business. Honeywell Specialty Materials employs approximately 10,000
people at more than 80 manufacturing and sales facilities worldwide.

Transportation Systems

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
customers' needs.

The world’s leading innovator of automotive turbo chargers. It offers some of the best-known
consumer automotive product brands and manufacture world-class braking material for major auto
manufacturers around the world.

Customers

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

Transportation
Aerospace ACS Specialty Materials Systems
• Bell • Du Pont • Cisco • BMW
• Boeing • General Motors • IBM • Bosch
• Airbus • BASF • Motorola • Daimler-
• General Electric • Boeing • Ford Chrysler
• Hughes • Philips Petrol co • Samsung • Honda
• U.S. Department of • Weyerhaeuser • 3M • Nissan Renault
Defense • United Tech • TRW
• U.S. Department of • Volkswagen
Energy • Volvo
• NASA • 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 – that’s 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 process-
driven 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 isn’t 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.
 Honeywell Travel process

™ Components involved in the travel process

Travel
initiation
Travel 1 Visa
settlement Processing
8 2

Travel
Travel process Ticketing
7 3

Accommoda
tion FOREX
6 4
Amex
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 MD’s 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. An optimal routing is prepared by the travel implant.
iii. The itinerary has to be approved by the employee.
iv. 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 traveler’s 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

¾ 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.

¾ 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

¾ Suggestions/comments on Accommodation and Local Transport

1. A tentative Travel/conveyance charges amount needs to be allotted and handed over

before travel.
2. Web site with relevant information will be helpful
3. Provide accommodations without prior knowledge on safety and social environment.
4. Travel advance to meet local transport etc should be provided
5. It will be better to get some guidance on local transportation.
6. It will be good if we have information on geographical information about the
destination, local transportation in destination, restaurants.

¾ 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. Please get the Amex cards during the travel itself.
5. Good accommodation and local transportation arrangements will help.
6. Not to inform travel (Visa interview/Abroad interview) at last minute.
7. Not to inform Hotel booking, Car rental, tickets at last minute.
8. 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
be given to first time travelers.
22. The visa processing group lacks experience and knowledge of the whole process.

¾ 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.
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

¾ Use SAP for complete digitization of Travel System.

¾ Traveler gets support from the Call center 24*7.
¾ The Travel Request is divided into two types
1) Domestic travel request (DTR),
2) Foreign travel request (FTR).
¾ No Travel Implants or Agents.
¾ Negotiation with Airlines like Lufthansa, British airways and Kingfisher.
¾ Abacus - Satellite Ticket Printing.
¾ Travel Briefing on every Thursday and Friday.
 ¾ They give information about the destinations to the travelers.
¾ Fixed Travel allowance to the travelers based on their designation for accommodation,
local conveyance and entertainment.
¾ For visa interview all the employees should travel to the Chennai consulate by train or
road.
¾ Based on the bands given to the employees they are allowed to travel in business and
economy class.
¾ Medical Insurance is taken care by the Thomson insurance ( Local Company).

DELL

¾ They use Ariba package for the complete digitization of travel system
¾ They outsource complete travel system to the third party (Travel Agents).
¾ They have deal with the British airways to give the fixed price on overseas travel.
¾ They have negotiations with hotels in India and also maintain company owned apartments.
They will book the accommodation when required.
¾ They provide the local transportation within in India. They also provide printed city map
from the airport to the hotel along with the ticket.
¾ Traveler has choice to book the cab type.
¾ They are getting the price of tickets at 30 % less than the highest price of the tickets.
 ¾ They penalize the travel implants if they do not book the tickets at 30 % less price than the
highest prices, as per the agreement.
¾ They will arrange awareness programs for the travel implants every three months.
¾ 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.
¾ Lead time for overseas travel is 1 week.
¾ They pay to the travel implants as per the number of transactions. One transaction covers
ticket, hotel, cab, and visa.
¾ They will take feedback after every travel from all employees.
¾ Bajaj Allianz takes care of the Medical Insurance.
¾ Implant handles the Forex.
¾ Class of ticket depends on the band assigned to the traveler.
¾ They will reimburse the amount spend on hotels, local transportation and entertainment
after submitting the bills.
¾ Their travel team contains 5 members
Travel Coordinator (Dell employee -1)
Travel Implant - 4

SATYAM

¾ They have an internally developed tool to handle the travel system.

¾ 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.
¾ Help desk with 50 members will help the travelers in booking the accommodation and
cabs. These members are employed on contract based.
¾ Tracking is done with help of TP.
 ¾ Class of ticket issued depends on the band assigned to the travelers.
¾ They tackle nearly 2500 domestic travels and 800 – 900 international travels in a year.
¾ Traveler has to make his own arrangements abroad for accommodation and local
conveyance.
¾ They have tie-ups with airlines and also have travel implants to book the tickets.
¾ 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.
¾ Traveler can’t 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.
¾ 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
 ¾ Simple process
¾ Automated
¾ Tracking of Travel Request
¾ All documents to be submitted before one week of Date of journey.
¾ Difficult reimbursement of the expenses incurred i.e., it is difficult to submit bills.
¾ Travel process awareness.

Process Owners Inputs

¾ Robust
¾ Simple
¾ Self educating to stake holders
¾ To reduce fatigue on the travel employees
Bibliography

www.Honeywell.com

www.wikepedia.com

Google-Travel Process digitization