You will complete several tasks in the development of an information system for the Automotive Service Department, of a large Dealership. The description of this department is included below. This homework covers both requirement definition and design specification phases. Specifically, you have to finish the following:

(1) Function view function tree in requirement definition, and software module design and pseudocode specification for any two modules in the design specification

(2) Organization view organization chart in requirement definition, and then design of network, location, node and component association.

Pay attention to the following:

(1) Explain when necessary your models just as what we do by using design and business specifications. Document anything you need to say about each model.

(2) Make sure you follow the format of standard ARIS model types, as shown in the slides.

Automotive Service Operations

The business model of the service operation is similar to that of any service organization (e.g. physician, computer consultant). Times are setup for service, service is delivered, during service delivery supplies are consumed and billing is performed. In the case of the automotive service operation, the appointment is a time slot that is reserved for delivery of the service, service is delivered by service technicians, parts are used during the repair and a bill is produced for either the customer or the automotive manufacturer (retail or warranty).

The functions of the service operation that will be modeled are listed in the table below.

A. Write-Up required services

1. Schedule appointments
2. Write repair orders
3. Write warranty orders
4. Write retail orders

B. Repair vehicles

1. Assign technicians
2. Consume parts during repair
3. Replenish Parts order from manufacturer
4. Prepare Bills
5. Bill customers
6. Process Manufacturer's warranty claims

System Description

The automotive service garage information system helps improve productivity by automating the appointment scheduling, repair order writing, repairing, part ordering and billing functions of the organization. These are the key functions of the organization that must be performed in an efficient way to contribute to the overall goals of contributing to the dealerships revenue and overall customer satisfaction.

Key users of the system will be service writers when making appointments and writing repair orders, technicians for getting assignments and procuring parts, parts clerk for pulling parts for repairs and reordering and accounting clerk for billing. Users interact with the system through a standard web browser client and laser printed output. Touch screen based hardware will be utilized to facilitate better human machine interaction and provide better system acceptance by users.

Use Cases Textual Narratives

The basic process flows are documented in this section as brief narratives. Narratives are provided for all of the major processes in the system. This provides a contextual reference for the reader as we develop the models in latter sections.

Scheduling Appointment

Appointments are typically scheduled for all services performed except some minor maintenance items. Appointments are typically setup by the customer calling and speaking with a service writer. The appointment can also be made in person and follows the same process.

1. Customer calls service advisor to request appointment.
2. Service advisor asks customer for vehicle concern or maintenance item.
3. Based upon technician skills needed appointment time given to customer.

Writing Repair Order Warranty

When a customer arrives at their scheduled time with their vehicle for service, their point of contact with the organization is the service writer. The service writer captures all of the customers concerns.

1. Service writer captures the vehicles identification number (VIN) and mileage.
2. The service writer uses the system to verify warranty coverage.
3. The customer provides a description of each concern to the service writer.
4. The service writer captures the concerns and categorizes (e.g. electrical, engine).

Writing Repair Order Retail

Just as with a warranty repair, when a customer arrives at their scheduled time with their vehicle for service, their point of contact with the organization is the service writer. The service writer captures all of the customers concerns.

1. Service writer captures the vehicles identification number (VIN) and mileage.
2. The customer provides a description of each concern to the service writer.
3. The service writer captures the concerns and categorizes (e.g. electrical, engine).
4. Based upon the concerns, a good faith estimate of the cost of the repairs is provided to the customer.

Repairing Vehicle Technician Assignment

After a vehicle has had a repair order written, it is assigned to be worked on by a technician. The assignment of vehicle to technician is done by matching the type of vehicle and concern reported with the training and certification background of a technician. For example if a Toyota Camry was having a problem with its radio, a technician trained to work on Camry electrical systems would need to be assigned. In addition to matching technicians with concerns, work needs to be leveled when multiple technicians are certified in the specialty.

1. Repair order is examined for vehicle type and concern type.
2. Technicians certified in specialty related to the concern type are checked for work load (work already assigned).
3. Technician with lowest workload is assigned to the repair order.

Repairing Vehicle Use Parts from Stock

As a technician is repairing a vehicle, parts may be required to fix the vehicle. To request a part, a technician consults the parts catalog to determine the proper part number to request. The quantity and part number is then given to the parts clerk and the requested parts are then given to the technician.

1. Technician consults catalog to determine part number of part needed.
2. Part quantity and number is given to parts clerk.
3. Parts are pulled from inventory and given to technician.
4. Part number, quantity and cost are added to the repair order.

Reorder Parts for Stock

When part stock reaches a determined level, the parts clerk orders additional parts from the manufacturer to replenish inventory. This is done on a daily basis.

1. Check inventory level of part being used by technician.
2. If the quantity on hand is below reorder point, add part to daily order.
3. At end of day, place part order with manufacturer.

Billing Customer Retail Payment

When a retail repair or maintenance visit is complete, an invoice is prepared for the customer. The customer then reviews the invoice and pays the amount due.

1. Create invoice from technician hours worked, technician hourly rate and parts consumed.
2. Print invoice and present to customer.
3. Customer pays invoice amount.
4. Post transaction to accounts receivable (both invoice amount and payment).

Billing Manufacturer Warranty Claims

When a warranty repair is complete, a statement of work performed is prepared for the customer to review and sign. The statement of work performed is similar to the retail invoice, but only contains technician hours and part quantities and numbers. The pricing information (technician rates and part price) will be determined by the manufacturer. The claim is then sent to the manufacturer who then pays the claim.

1. Create a statement of work performed from technician hours worked and parts consumed.
2. Print document and obtain customer signature.
3. Calculate claim value (based upon negotiated labor rates and part discounts) and post to accounts receivable.
4. Send claim information to manufacturer.
5. Receive payment from manufacturer and post to accounts receivable.