BUSINESS PROCESS MODELLING ASSIGNMENT

Case Description

For an additional fee, a customer purchasing a Sears appliance, such as a washing machine, can purchase a three-year service contract. The contract provides free repair service and parts for the specified appliance using an authorized Sears service provider. When a person with a Sears service contract needs to repair an appliance, such as an washing machine, he calls the Sears Repairs & Parts department to schedule an appointment. The department makes the appointment and gives the caller the date and approximate time of the appointment. The repair technician arrives during the designated time frame and diagnoses the problem. If the problem is caused by a faulty part, the technician either replaces the part if he is carrying the part with him or orders the replacement part from Sears. If the part is not in stock at Sears, Sears orders the part and gives the customer an approximate time when the part will arrive. The part is shipped directly to the customer. After the part has arrived, the customer must call Sears to schedule a second appointment for a repair technician to replace the ordered part. This process is very lengthy. It may take two weeks to order and receive the required part, and another week to schedule a second repair visit after the ordered part has been received.

Questions

1. Draw a process model for the existing process using correct Business Process Modelling Notation.

2. What changes could be made to make this process more efficient?

3. How could information systems support these changes?

4. Diagram the new improved process using correct Business Process Modelling Notation.

Attachment:- Point Template.rar