Prepare a flowchart of the field service division process at DEE as described here. Start from the point where a call is received and end when a technician finishes the job.

DEF was a multibillion dollar company that manufactured and distributed a wide variety of electronic, photographic, and reprographic equipment used in many engineering and medical system applications. The Field Service Division employed 475 field service technicians, who performed maintenance and warranty repairs on the equipment sold by DEF. Customers would call DEF’s National Service Center (NSC), which received about 3,000 calls per day. The NSC staffed its call center with about 40 call-takers. A typical incoming service call was received at the NSC and routed to one of the call-takers, who entered information about the machine, caller’s name, and type of problem into DEF’s mainframe computer. In some cases, the call-taker attempted to help the customer fix the problem, however, call-takers were currently only able to avoid about 10 percent of the incoming emergency maintenance service calls. If the service call could not be avoided, the call-taker usually stated the following script “Depending upon the availability of our technicians, you should expect to see a technician sometime between now and (now + X). (“x” was the target response time based on the model number and the zone.) This information was given to the customer because many customers wanted to know when a tech would arrive on site.

Call-takers entered service call information on DEF’s computer system, which then sent the information electronically to the regional dispatch center assigned to that customer location, (DF.F had four regional dispatch centers with a total of about 20 dispatchers.) Service call information was printed on a small card at the dispatch center. About every hour, cards were ripped off the printer and given to the dispatcher assigned to that customer location, The dispatcher placed each card on a magnetic board under the name of a tech that the dispatcher believed would be the most likely candidate for the service call, given the location of the machine, the current location of the tech, and the tech’s training profile. After completing a service call, techs called the dispatcher in the regional dispatch center, cleared the call, and received a new call assigned by the dispatcher. After getting the service call from a dispatcher, a tech called the customer to give an expected time of arrival, drove to the customer site, diagnosed the problem, repaired the machine if parts were available in the van, and then phoned the dispatcher for the next call. If the tech did not have the right parts for a repair, the tech informed the NSC and the part was express mailed to the customer: the repair was done the next morning.