This service is a cornerstone of Grab’s operational model, generating revenue, enabling financial inclusion, and supporting urban mobility.
Any disruption to this critical business service can significantly impact customer trust, driver-partner livelihoods, and regulatory compliance.
To manage operational resilience effectively, CBS-1 is broken down into detailed business processes, or sub-CBS, each of which must be mapped, assessed, and protected to ensure continuity under adverse conditions.
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Sub-CBS Code |
Sub-CBS / Business Process |
Description / Key Activities |
|
CBS-1.1 |
Booking & Trip Request Management |
Enables passengers to request rides via the app, including inputting pickup/drop-off locations, selecting vehicle type, and receiving trip confirmations. |
|
CBS-1.2 |
Driver Matching & Dispatch |
Matches passenger requests with available drivers using real-time algorithms, optimising ETA, location, and driver capacity. |
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CBS-1.3 |
Dynamic Pricing & Fare Calculation |
Calculates trip fares based on distance, time, demand-supply dynamics, promotions, and surge pricing rules. |
|
CBS-1.4 |
Ride Tracking & Navigation |
Provides real-time GPS tracking for passengers and drivers, route optimisation, and ETA updates throughout the journey. |
|
CBS-1.5 |
Payment Processing & Reconciliation |
Facilitates secure payments via digital wallets, cards, or cash, including fare settlement with drivers and transaction reconciliation. |
|
CBS-1.6 |
Driver & Passenger Support |
Handles customer service requests, complaints, cancellations, lost items, and safety incidents through in-app support and contact centres. |
|
CBS-1.7 |
Driver Verification & Management |
Manages onboarding, verification, background checks, and rating systems to maintain driver quality, compliance, and safety standards. |
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CBS-1.8 |
Regulatory Compliance & Reporting |
Ensures operations comply with local transport regulations, permits, and licensing requirements, and provides mandated reports to authorities. |
|
CBS-1.9 |
Data Analytics & Insights |
Collects and analyses operational data to optimise ride allocation, forecast demand, and support business decision-making. |
|
CBS-1.10 |
Incident Response & Continuity Management |
Responds to service disruptions, system outages, or emergencies, ensuring rapid recovery and minimal impact on users and drivers. |
Each of these sub-CBS processes supports the operational resilience of Grab Indonesia’s ride-hailing service.
By mapping, testing, and monitoring these sub-processes, the organisation can identify potential vulnerabilities, define impact tolerances, and implement recovery strategies to ensure a seamless mobility experience even during disruptive events.
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Operational Resilience in Action: A Case Study of Grab Indonesia |
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| eBook 3: Starting Your Operational Resilience Implementation |
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| CBS-1 Ride-hailing & Mobility booking (vehicle, motorbike, taxi, etc.) | ||||||
| CBS-1 | CBS-1 DP | CBS-1 MD | CBS-1 MPR | CBS-1 ITo | CBS-1 SuPS | CBS-1 ST |
To learn more about the course and schedule, click the buttons below for the OR-300 Operational Resilience Implementer course and the OR-5000 Operational Resilience Expert Implementer course.
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If you have any questions, click to contact us. |
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