Student
Exercise 2: travel agency
A travel agency organizes trips. To organize a trip the following tasks are executed. • First the customer request is registered, then an employee searches for opportunities which are communicated to the customer. Then the customer is contacted to find out whether (s)he is still interested and whether more alternatives are desired. • If the customer selects a trip, then the trip is booked. In parallel (if desired) one or two types of insurance are prepared. • Two weeks before the start date the documents are sent to the customer. • It is possible that the customer cancels the trip at any time before the start date. E. Pelz M2 ISIAD MPW 1
Exercise 3 Complaints Handling (Exercise workflow process definitions) Each year travel agency Y has to process a lot of complaints (about 10.000). There is a special department for the processing of complaints (department C). There is also an internal department called logistics (department L) which takes care of the registration of incoming complaints and the archiving of processed complaints. The following procedure is used to handle these complaints. An employee of department L first registers every incoming complaint. After registration a form is sent to the customer with questions about the nature of the complaint. This is done by an employee of department C. There are two possibilities: the customer returns the form within two weeks or not. If the form is returned, it is processed automatically resulting in a report which can be used for the actual processing of the complaint. If the form is not returned on time, a time-out occurs resulting in an empty report. Note that this does not necessarily mean that the complaint is discarded. After registration, i.e., in parallel with the form handling, the preparation for the actual processing is started. First, the complaint is evaluated by a complaint manager of department C. Evaluation shows that either further processing is needed or not. Note that
A travel agency organizes trips. To organize a trip the following tasks are executed. • First the customer request is registered, then an employee searches for opportunities which are communicated to the customer. Then the customer is contacted to find out whether (s)he is still interested and whether more alternatives are desired. • If the customer selects a trip, then the trip is booked. In parallel (if desired) one or two types of insurance are prepared. • Two weeks before the start date the documents are sent to the customer. • It is possible that the customer cancels the trip at any time before the start date. E. Pelz M2 ISIAD MPW 1
Exercise 3 Complaints Handling (Exercise workflow process definitions) Each year travel agency Y has to process a lot of complaints (about 10.000). There is a special department for the processing of complaints (department C). There is also an internal department called logistics (department L) which takes care of the registration of incoming complaints and the archiving of processed complaints. The following procedure is used to handle these complaints. An employee of department L first registers every incoming complaint. After registration a form is sent to the customer with questions about the nature of the complaint. This is done by an employee of department C. There are two possibilities: the customer returns the form within two weeks or not. If the form is returned, it is processed automatically resulting in a report which can be used for the actual processing of the complaint. If the form is not returned on time, a time-out occurs resulting in an empty report. Note that this does not necessarily mean that the complaint is discarded. After registration, i.e., in parallel with the form handling, the preparation for the actual processing is started. First, the complaint is evaluated by a complaint manager of department C. Evaluation shows that either further processing is needed or not. Note that