Question: See the image below. Consider you have an SLA (service-level agreement) to resolve a customers issue within 72 hours. Comment on where you associate the problem to be for each one of the following conditions:
You cannot move to the next step without completing the previous step. What steps could you do in parallel. How can business intelligence help you?
The material you have is on demand (meaning you do not have excess inventory onsite). How can business intelligence help you?
This process would fail during COVID. What problems you do see in this process related the bottleneck of COVID. What suggestions do you have to changing the process so the business would keep running during COVID?
Customer Call Center CSD NSC Documentation Agency TF Team Documentation Warehouse Agency Needs new service connection Receives SMS from a toll free number Capture the mandatory details Calls helpline desk Request no, appears in the documentation grid of CCB Receive new cases through extended version of CCB New cases received by TF coordinator Do the dedup basis details captured Receive dockets of all +ve cases Call the applicant Transfer docket hardcopies to warehouse agency CF: Commercial feasibility TF: Technical feasibility FE: Field executive Visit nearest area office Verifies all the documents online Allot cases to field executives Make an entry of dockets received Abbreviations: CSD: Customer service department NSC: New service connection CCB: Customer care and billing DN: Demand note TF coordinator allot cases to each TF engineer in system Capture the mandatory details $$ generate "service request no." and "consumer no." in CCB Send an SMS on a toll free number Do the dedup basis details captured $$ updates the remain- ing information related to applicant in CCB Print individual case wise form (template) Gets alert from the system for all request no. converted in consumer no. Audit by NSC once a month Print individual case wise form (template) Submit request online $$ generate "service request no." and "consumer no." in CCB Gets alert on TF positive cases Field executive contacts applicant Receives the demand note Agency uploads the document in CCB TF coordinator visit site (surprise visit) $$ generate demand note (CF, TF +ve cases) FE fix up an appointment for the documentation process Agency scans the docket Gets alert on DN cases receives in system TF engineer completes the TF activity $$ makes payment of DN Activities in the process flow which can be automated Activities in the process flow which have to be standardized Process steps Start of the process End of the process Agency assigns load to each applicant Mark a place for meter installation Push cases to helpline desk FE carries a list of verification cases Call to inform customer about DN Receives acknowledgment for the payment Take a picture of premises DN is couriered to applicant FE handover the docket to the agency (backend) Put suitable remarks (select 1 from the drop down) FE visits the site address Receives meter material checklist Payment is updated in system FE gets the A1 form filled from applicant Fill in details in the TF form Completes the verification "Consumer no." become active in the system Take the signature of customer FE verifies the details mentioned on the A1 form FE collects- verifies the other documents TF coordinator update TF details in CCB
