Model an AS-IS process using BPMN 2.0 for the following scenario: Booking-to-cash process The process starts when a customer makes a booking for a shooting session at a photo studio. A booking can be made via phone or via e-mail addressed directly to a specific photo studio. A customer service representative at the photo studio handles the request. Each studio employs two customer service representatives: a senior one, who is also manager of the studio, and a junior one. The customer service representative enters the details of the booking into the photo studio information system. The entered data includes

- Customer data: full name, phone number, e-mail, shipping address (in case shipping will be needed) and if applicable company name, company address and company registration number for invoicing purposes. Existing customers only need to provide their name or phone number so that their record can be retrieved from the database.

- Booking data: start of the session, duration, type of shooting (family, personal event or corporate event) whether the shooting session is in-studio or "on location", and any special equipment required (e.g. lighting equipment) or other special requests.

The customer service representative assigns the booking to one of the photographers of the studio (there are on average 3.5 photographers per studio). On average, an in-studio session lasts 45 minutes, while an on-location session lasts 3.5 hours (including transportation time). 20% of private customer shootings and 100% of corporate customer shootings are on-location. The customer service representative maintains all bookings using specialized employee scheduling software.

After a photo shooting session, the photographer uploads the pictures to a file server. Eventually, a technician (2 technicians per studio on average) cleans up the pictures by deleting duplicates and failed shots. Later the technician edits the remaining shots and arranges them into a photo gallery using a dedicated photo studio software tool. Once the gallery is completed, the customer is notified by e-mail. The notification includes an URL where the customer can find the pictures. Cleaning, editing and preparing a gallery for a given photo shooting takes on average 30 minutes of a technicians time.

Customers browse the gallery, select the pictures they wish to order in print (and how many copies) and those they wish to get in full-resolution digital copy. Customers can also annotate a selected picture in order to ask for additional editing (special requests). When placing their order, customers can specify whether they will pick-up the printed copies at the studio or have them delivered by post. In the latter case, a shipment fee is added to the order.

Once the customer has placed an order, a technician performs additional editing (if required by the customer). In the case of special requests, the technician may need to communicate with the customer by e-mails or phone to clarify the request and to determine how to fulfill it, and whether the special request will entail an additional fee and how much. If printouts are required, the technician prints them out, puts them in an envelope and drops them in the studio's counter. Digital copies are placed on a Dropbox folder with the order number (but the link is only shared with the customer after payment). Additional editing, printout, packaging and upload of final pictures for a given order take on average 30 minutes of a technicians time.

Once the pictures are ready, a customer service representative determines the amount to be invoiced (including additional fees for special requests), produces the invoice and sends it to the customer. The customer can pay by bank transfer or directly at the studio, for example when they come to pick up the printed copies.

When a customer service representative detects that payment has arrived by bank transfer, they mark the corresponding order as paid. If required they pack and send any printouts orders for postal delivery and if applicable they send the Dropbox link with digital copies to the customer.

Pictures from a shooting session are kept in the corresponding gallery for up to 30 days. A reminder is sent to the customer 5 days before the expiration date if they have not yet placed their order. If a customer does not place an order during the 30-days period, an invoice is sent for the minimum billing amount (see below). Invoices are payable within 7 days of their issue. A customer service representative sends a reminder in case they detect an overdue invoice. Similarly, a customer service representative sends a reminder if they detect a customer has not collected printouts more than 7 days after these have been ready for pickup.

Booking or order cancellations can occur in three ways: (i) prior to the shooting session (booking cancellation); in case of no-show (the customer did not show up to the shooting session and did not reschedule it); or (iii) after the shooting, if the customer does not order any pictures within 30 days. Cancellations prior to the photo shooting session do not incur a fee. Cancellations due to no-shows do not attract a fee if they are in-studio; they attract a fee of $50 if they are "on location". In case of a noshow, the customer may re-schedule the booking to a later day but the no-show fee for on-location shootings is charged to the customer in any case. If a customer does not order any picture after a shooting session, the customer is invoicing a photo shooting fee of $100 for in studio sessions ($150 for on-location one).