Description
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
Look at the file with all informatin
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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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