Business Process

timer Asked: Jul 4th, 2018
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Description:The process should have a starting point and an endpoint. If there are decisions along the process show the possible paths each decision could take. Show the swim lanes within the pool

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Business Process Activity-Customer Complaint Business Process Activity Business process is an interrelated, sequential set of activities and tasks that turn inputs into outputs and have a beginning an end with inputs and outputs Describe a business process Apply business process modeling to a simple process o A Customer files an online complaint with the help desk about their software not working o The help desk receives the complaint and does initial analysis using the customer database to determine if the customer is a registered user. If they are not a registered user the help desk must notify the customer it is a charge to assist. They are a registered user, the help desk must check to see if this is the first complaint or is this a follow on complaint. If is a follow-on complaint, what other information in the database is available. o The help desk should try to resolve the issue o Is it a known issue with the software or not o If the issue is known or if the help desk can resolve the issue they report the solution to the customer. o If the help desk cannot resolve the issue they should escalate the case to Engineering o Engineering will analyze and work to fix the issue, ▪ If it is a defect they will develop a patch to fix ▪ If it is working as it is supposed and it is determined the customer is trying to do something with the software that was not supposed to do. ▪ They will notify the help desk who will provide the answers to the customer The help desk will find send a satisfaction survey to the customer Develop the process flowchart and list the technology required for this process.

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School: University of Maryland


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