Q3

Draw a BPMN Diagram to implement the following business process. The steps are as

follows:

1. The customer sends 'Repair Request' to fix the mobile phone.

2. The 'Repair Request' gets assigned to IT Group.

3. On arrival of the 'Repair Request' message, the IT Group checks if the Mobile phone to be repaired is under warranty or not.

3.1. If it is in warranty (Yes), 'Repair Request' gets approved by the manager and item is sent to 'Hardware' team to repair.

3.1.1 Upon arrival of the item at 'Hardware', check if all parts that are required to repair the item are available.

3.1.1.a. If all parts are available (Yes), the item is repaired and shipped to the customer immediately.

3.1.1.b. If all parts are not available (No), order unavailable parts from the supplier. Upon arrival of all the parts, the item is repaired and shipped to the customer.

3.2. If it is in not in warranty (No), 'Repair Request' is sent to Manager for review and estimate the cost of repair.

3.2.1 'Send Email' to the customer with estimated cost message and check if the customer approves or not.

3.2.1.a. If customer approves (Yes), bill the customer (send invoice) and send the item to 'Hardware'. Then, 'Hardware' team performs its activities as described in steps: 3.1.1. After the invoice is settled (payment received), ship item to the customer immediately.

3.2.1.b. If customer does not approve (No), unrepaired item is shipped to the customer immediately.

Q4. In Q3,

a) Identify the actors (stakeholders) involved and their activities.

b) Identify the appropriate metrics that should be used to measure the performance of this business process.

c) Assume yourself as a business process manager/expert and identify the potential issues/problems associated with this business process, and suggest valid solutions with managerial implications.

d) Identify the challenges you might face while suggesting those solutions. How would you handle them and convince the process owner to adopt your suggested solutions?