LucidChart Assignment Chapter 2 Accountants as Business Analysts and Systems Documentation Page 2 of 2 Narrative and Requirement Mike is the owner of Mikes Auto Shop. Mike has contracted with John Smith, managing partner of Smith CPA & Associates, PC to help him better understand operations in his company and improve profitability.

Recently Mike and John met to discuss the primary activities performed by the auto shop. Below is their conversation. Using this information, create a BPMN activity model with pools and lanes to document the sequence of activities, participants, and flow of information within the process.

John: What starts the work related to an oil change?

Mike: We use written service orders for all services. Nothing happens until there is a service order approved by the customer. The Sales staff works with the customer to figure out the customers needs and write the service order. When the work is done, they present the invoice to the customer and collect payment.

John: What part of the business actually changes the oil?

Mike: The Service Department. When the sales staff completes a sales order they place it in a job packet, along with the ignition key. The packet is given to a service tech. The job packet stays with the car until the work is done. The service tech takes the key out of the packet, locates the customers car, and moves it to an open bay for an oil change. He prepares the car for an oil change, then he changes the oil. Then he places a reminder sticker on the front windshield of the car and does a quality check. During the quality check, if the service tech notices an issue that could possible result in costs greater than $100, the sales rep. is notified and the customer contacted to see whether or not they want to get the more expensive problem fixed. Once he confirms that everything is okay, he moves the car to the pickup area and notifies sales that the job is complete. At this point, he returns the job packet to the sales person who wrote the service order. Sales will then prepare the bill for the customer and collect payment.