Question

Using your choice of BPMN modelling software, model the following process for a call center. Use pools and lanes where needed. Make sure to include business objects and annotations where appropriate. Hint: Customer should be a black box (see Dumas et al. (2018) p. 101)

Company XYZ sells high-end customized furniture through its call center. They have organized the sales department based on the location of the customer – Eastern or Western Canada.

All the incoming calls are answered by the call center. When a call comes into the call center, all the information available about the number calling is retrieved from the sales system and shown to the call center clerk. If no is data available, the call-center clerk will ask the name of the person and his/her location and enter it in the sales system. The call center clerk then checks the availability of the related sales team for that region in the sales system to see who is available on the team and connects the customer to an available sales member.

If the team's sales member is available, he/she will talk to the customer and input the product request, and then if the customer wishes to buy the furniture, the clerk will send an invoice using the sales system while arranging a time for for follow-up and enter it in the sales system (these activities can be executed in any order), then the process ends. If the customer does not want to buy anything, the process ends here.

If no one on the sales team is available to take the call, the call center clerk connects the customer to the sales secretary. The secretary inputs the customer's product request in the sales system and sets an appointment time for follow-up with a member of the sales team to finish the process.

Answer 1

Customer sales system BPMN model.

Steps involed.

1. Customer calls.
2. Sales systems checks for customer information
3. If information found, clerk checks for available sales team member.
4. If information not found, clerk asks for customer name and address and enters into the sales system and then checks for available sales team member.
5. If sales team member available, talks to customer about the product.
6. If sales team member not available forwards to sales secretary who enter customer info into sales system to schedule follow up for sales team member and then process ends.
7. If customer wants to buy the product ,clerks create and invoice and enters in sales system and then process ends.
8. If customer does not want to buy product then process ends.

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