Case Study

At our car repair shop, the customer's journey begins with a warm welcome from our receptionist, whether they arrive in person or call for assistance. Our receptionist gathers detailed information about the vehicle's issue or service needs, offering non$-$members the option to join our membership programme for potential discounts and a free MOT every year, priced at $50$ per year. To initiate diagnostics, a non$-$refundable deposit is collected, ensuring prompt attention to the vehicle's needs. Before proceeding with diagnostics, both mechanics and receptionists check the customer's membership status to apply any applicable discounts or benefits.

When a customer calls for our towing service due to a breakdown, our receptionist guides them through the process with care and efficiency. They gather precise details about the breakdown location and the vehicle's make and model to ensure our towing service team can respond swiftly and appropriately. Once all necessary information is obtained, our receptionist provides a detailed quotation for the towing service, outlining the costs involved. Membership discounts are applied as applicable based on the customer's membership status.

Upon completion of the towing service, the vehicle seamlessly transitions into our standard repair process. It undergoes thorough diagnostics by our mechanical team to pinpoint any issues accurately. Following diagnostics, repairs proceed under the customer's approval, ensuring transparency and adherence to our high standards of service. Once repairs are completed, rigorous testing is conducted to ensure the vehicle's optimal functionality. Our mechanical team then notifies our receptionist, who checks the customer's membership status again and promptly informs the customer that their vehicle is ready for collection.

Upon receiving notification from our receptionist, the customer is invited to choose a convenient pickup time based on the availability of our shop. This flexibility ensures that customers can collect their vehicles at a time that suits their schedule. Upon arrival at our shop, customers are invited to inspect their vehicle and verify that the repair meets their expectations. As part of our commitment to quality service, we offer a complimentary two$-$week warranty on all repairs. Should the repair not meet the customer's expectations or fail to resolve the issue, we stand by our promise to provide a free follow$-$up repair to address any concerns. Alternatively, if the issue cannot be resolved satisfactorily, we offer a complete refund upon request, ensuring customer satisfaction remains our top priority.

Throughout every interaction, from initial contact through to vehicle collection, our car repair shop strives to provide clear communication, expert service, and peace of mind for every customer. We value feedback and continuously aim to exceed expectations, maintaining our reputation for excellence in automotive repair and customer care.

$$ Use the Business Process Modelling Notation $($BPMN$)$ to design an elaborate business process $($Operational Process Model$).$ Your models should expand beyond a single pool. An example of such BPMN process can be found in Additional Resources $($at the end of this document$).$These model$($s$)$ should be able to automate using the process automation engine.

Format: A $.$bpmn file developed in the Camunda Modeller$$

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$$ Your system should provide user$-$friendly interfaces for the users to interact with the system. You can use any technology that you deem suitable. $($Camunda also provides camunda$-$forms as a form of capturing user inputs.$)$ You must consider aspects of reusability, data validation, efficiency, data persistence and the effectiveness of your system.$$

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Format: Gitlab link for your project. $($You MUST make sure that the project is accessible by the module team, and the configuration file, if necessary, with guidance to configure in a readme file$)$