Business Scenario - Maintenance Process of Rental Cars:

"The business process example starts with a customer filing an online complaint regarding problems with a car that they rented in the past. The customer uses a Web-based system called Rental Online Complaints (ROC) and submits a complaint form (online). Each morning, the Assistant Manager prints a hard copy of the complaint forms received the previous business day. (S)he then places that complaint form in a box for later processing, together with other complaint forms. (Paragraph 1)

Each day at 11 a.m., the Assistant Manager of the rental company reviews each complaint form printed that morning, using a manual containing several rules for reviewing complaints. Those rules had been devised so that certain complaints could be filtered out (e.g., complaints not related to car maintenance problems) before they progressed any further in the business process. (Paragraph 2)

The Assistant Manager meets with the Manager every day at 2 p.m., and hand delivers each reviewed complaint form to the Manager, and informs the Manager about any complaints that need additional review by the Manager. The rental companys Manager reviews the complaint form only if the Assistant Manager recommends such a review. This additional review is completed by the Manager by end of the next business day and the Managers reviews are shared with the Assistant Manager. (Paragraph 3)

The rental companys Manager meets with the Maintenance Manager every day at 3 p.m., and hand-delivers each reviewed complaint form. The Maintenance Manager is the main point of contact in the company's maintenance department, which is the organizational unit that processes reviewed customer complaints. The Maintenance Manager does not review the complaint forms. (Paragraph 4)

The Maintenance Manager then, upon receipt of a reviewed complaint form, places the form in a box for processing by the Data entry staff (DES). The DES inputs the data into a software system called Fleet Maintenance System (FMS). (Paragraph 5)

The FMS cost the rental company approximately $150,000. It incorporates artificial intelligence algorithms that operate on predictive maintenance rules. The algorithms allow the FMS to create a schedule of predictive maintenance activities (called 'jobs'). Completing these jobs reduces maintenance costs to a minimum while also reducing the likelihood of future car problems occurring while the cars are with the customers of the car rental company. Each job has a pending status when the job is yet to be completed. The algorithm rules of FMS are dynamically and automatically updated based on: (a) each new complaint processed through the system and (b) details about completed predictive maintenance activities. Since the algorithm rules of FMS are dynamically and automatically updated, even if a same complaint is input into FMS on two different days, the order and number of jobs generated by FMS can vary from day to day. (Paragraph 6)

As mentioned earlier in paragraph 5, the DES inputs data from the complaint form into FMS. Then, FMS generates the schedule of predictive maintenance jobs as a printed set of pages (one page per job). These jobs are organized according to the order of execution prescribed by FMS. The DES collects the printouts of the predictive maintenance jobs. (Paragraph 7)

The DES then places those pages in a box. The box is located at the entrance of the workshop used by the mechanics in the maintenance department. (Paragraph 8)

A team of mechanics then processes each predictive maintenance job generated by FMS. Upon completion of each job, a mechanic accesses the FMS using their login ID and password. The mechanic then enters details about each completed job in the FMS. These details include the name of the mechanic who completed the job and the time of job completion. (Paragraph 9).

The FMS then automatically changes the status of the job from pending to completed, and keeps track of when the job was completed by which mechanic. (Paragraph 10)

Figure 1: Car Rental Company's Current Vehicle Maintenance Process -Incomplete diagram - (reflects steps involved in Paragraphs 1 through 5 of the scenario) Customer Rental Online Complaints (ROC) Assistant Manager Manager Maintenance Manager Data Entry Staff (DES) Fleet Maintenance System (FMS) ( Mechanics Files online complaint Unreviewed? complaint Prints customer complaints Unreviewed complaints Review complaints using manual Proceed? No End Yes Needs Manager's ceview No Reviewed Complaints Reviewed Complaints Complaints needing review Proceed? No Reviewed Yes+Complaints End Reviewed Complaints Manager's Review Report Trout reviewed complaint into FMS Reviewed complaints L BA 270- Assignment #2 - Max: 50 Points Due Date: July 26th 11:59 PM. on Canvas. Please review page 2 for some comments related to group work and academic honesty. Closing remarks are on Page 3 of this document. This font size will have to be enlarged to make the text legible to the grader. Use at least half-inch margins for your 3-page MS Word report. The picture quality must be sharp and easy to read. Guidelines: Note: Closing Remarks: . This assignment is expected to be about 10% of the course grade. There is a 20% penalty for each day of late submission. See the grading rubric for this assignment. . The grader expects to see a 3-page report (including the title page), with the reverse side of the title page left blank. The grader may require considerable lead time (at least one week) to post assignment scores on Canvas. If you submit original work and fail the assignment, you will get one more chance to re-do the assignment. The maximum score you can receive after first re-submission is 90%. Note that there will be significant penalty points for not following instructions or for incorrect submissions. Check out the detailed grading rubric for this assignment before your final submission Objective: Apply Activity Diagram modeling to the car-rental scenario described in assignment 1, with the goal of illustrating the current vehicle maintenance process, and then improving the current process. . Some comments regarding Title (Cover) Page: Include a separate title page that includes: Course number (i.e., BA302), Course name (i.e., Business Process Management), Instructor name (i.e., Gary Micheau), and Submission date. Assignment # and Title (i.e., "Assignment 2: Activity Diagrams") The first and last names of all team members (with correct spellings). Names must not be hand- written, and cannot be added after submission is made to the instructor. The title page must NOT contain any answers. The title page must NOT have a page number. (First page with introduction and activity diagram of current vehicle maintenance process is page 1). The reverse side of the title page must be empty so that grader can write their comments. The assignment must be stapled before submission. (Please do not expect that a stapler will be available in class at the time of submission). Staple your assignment answers in the correct page sequence, with the title page on top. Some comments regarding Group Work and Academic Honesty": You can work in a group (Maximum of three members - no exceptions please). Provide sufficient lead time for your team members to review final submission. Ensure that all your group members have reviewed the answers before final submission. If you work in a group, then you must ensure that you submit your answers as a group, and NOT as an individual Do not assume that your partner(s) would have included your name on the cover sheet. Each team member must check if the cover sheet has their names on the title sheet before assignment submission If you use someone's help, acknowledge them, and specify what help you received. Note that your answers must be the original work of your group and not copied from some other individual or group. If a member is repeating the class, a replica of their work from a previous term is not allowed. Every group member must retain an e-copy of their group's assignment submission for their reference and records until one week after grades are posted after finals week. If there is any dispute about the grades, or if the grader misses your assignment, each group member must have their own e-copy of the assignment submission to be eligible for a re-submission Other Comments: There should be no hand-written text or hand drawing in your report. The typed text inside the diagrams must be legible to the grader. Note that Visio uses 8 font size as default. . Deliverables: Submit on line a MS Word document that includes the following: 1. A title page with no page number (See page 2 for additional guidelines on title page) 2. A brief introduction that reads: "This assignment report includes two activity diagrams. Figure 1 outlines the current vehicle maintenance process for the car rental scenario. Figure 2 illustrates the improved vehicle maintenance process". (Remove the quotes). 3. Use Microsoft Visio to model the current process described in the car rental scenario as an activity diagram. Label this diagram as: "Figure 1 - Current Vehicle Maintenance Process" (without the quotes). Insert this diagram as a JPG file into page 1 (body of your MS Word assignment 2 report) below the brief introduction mentioned in deliverable # 2. Try to fit the introduction and figure 1 on the same page. Assume that the Management team at the car rental place wishes to improve the current process. The team wants to remove the Data Entry Staff and either the Assistant Manager or the Manager from the process. They want to ensure that the Maintenance Manager is more actively involved in the process. Since the data entry staff is eliminated from the improved process, the Management team wants to ensure that the customer complaints filed using the 'Rental Online Complaints' (ROC) software is re-formatted before it enters the FMS. The team also wants to reduce the use of paper documents (without compromising on process quality). 4. Use Microsoft Visio to create an activity diagram that illustrates an improved vehicle maintenance process that reflects the improvements suggested in the previous paragraph. Label this diagram as: "Figure 2 - Improved Vehicle Maintenance Process" (without the quotes). Insert this diagram as a JPG file into page 2 (body of your MS Word assignment report). Note that reports usually do not end in a diagram. We are making an exception here since the focus is on creating activity diagrams using Visio. Assignment guidelines are on page 2. Instructions for using Visio (for creating activity diagrams). and comments on downloading Visio software for home use are provided. An e-copy of these instructions are available in the Process Analysis and Modeling' folder under 'Course Documents . Grading Rubric for Assignment 2- Activity Diagrams Criteria for grading Figure 1: Minimizing the risk of failing this assignment: Max: 50 Points Criteria Met If you do not meet any of the following criteria, then you are likely to fail the assignment. Please note that meeting all these below mentioned criteria does not guarantee a "pass" on the assignment. Criteria met Criteria for grading Title Page and Format: Criteria Met Criteria 1. Did not miss actors 2. Did not identify 'non-actors' as 'actors' 3. Used correct symbols 4. Used action verbs on process steps 5. Followed timeline on y-axis (no arrows going up in the diagram) 6. Did id not miss major steps in process 7. Each step is placed in the correct column 8. Included introduction before inserting figure 1 and figure 2 9. Miscellaneous (e.g., figure is legible, sharp, and font size is good) 10. Completed current process and content is correct. Total Criteria Title Page 1. Course Number (i.e., BA302) 2. Course Name (i.e., Business Process Management) 3. Instructor Name (Gary Micheau) 4. Submission Date 5. Assignment # (i.e., Assignment #2) 6. Assignment Title (i.e., Activity Diagrams for Rental Vehicle Maintenance Process) - 7. First and Last name of teammates spelled correctly and typed (not hand-written) No answers must be included on title page 9. Reverse side of title page empty 10. Title page must not have page number. 8. Criteria 1. Followed instructions on cover page. 2. Listed actors on X-axis 3. Did not miss actors in the current process. 4. Completed the diagram for the current process. 5. Did not miss "main" actors (e.g., Customer, Mechanic, Maintenance Manager etc.) in the improved process. 6. Followed time-line on y-axis (No arrows going up in either diagram). 7 Did not hand draw diagram(s). Don't hand-draw. 8. Did not hand-write anything on the assignment including page numbers. 9. Inserted page numbers automatically and correctly. No page number for title page. Body of report starts with page 1. Do not manually type page numbers. Insert them automatically using "Insert -> Page Number" feature in MS Word. 10. Inserted Visio diagrams as a JPEG in Word document. 11. Image sharpness is good and text is legible with large enough font size that makes the text legible. 12. Document has at least half-inch margins, is collated, and is stapled in the appropriate place, with pages in the correct order. 13. Used correct symbols. 14. Figures numbered, captioned or labeled, and cross- referenced. 15. Removed paper copy in improved process. 16. Do not send e-copy of documents to different actors in the scenario via e-mail. 17. Had three or less members in the team. complaints 6. Criteria for grading Figure 2: Criteria Criteria Met 1. Did not miss main actors 2. Did not identify 'non-elements' as 'actors' 3. Removed at least 2 actors (removed data entry staff and either Assistant Manager or Manager); do not delete Maintenance Manager 4. Revised the role of the "ROC" software actor (e.g., re-formatted so that they can be used by FMS). 5. Maintenance Manager has a more active role Mechanic is the only actor to use paper document. 7. Included use of electronic document (Don't e-mail documents to actors). 8. Included automatic alerts from "is" actor where necessary. 9. Used correct symbols. 10. Used action verbs on process steps. 11. Followed timeline on y-axis. (No arrows should go upwards). 12. Did not miss major steps in process. 13. Each step is placed in the correct column. 14. Had good process improvements. 15. Miscellaneous (e.g., figure is legible, sharp, and font size is good) 16. Included feedback to customer, process is completed, and content is correct. Total Please note that there are significant penalty points associated with some mistakes (e.g., did not include diagrams in MS Word as JPG files, did not make required or significant improvements to process, included hand-written notes on the report, had a late submission, did not staple, did not automatically insert page numbers, ended up assigning a page number to the title page, e-mailed documents to actors, had too many paper copies in early stages of the process, did not check grading rubric carefully, and did not follow assignment guidelines.). So, even if you had near perfect score, and you made mistakes like the ones mentioned in this paragraph, your score can drop below 85% (due to penalty points). Other Formatting Issues (All pages of report) 1. Assignment stapled at the appropriate place, and pages in correct sequence 2. Provided at least half-inch margins 3 Inserted both figures as JPG files in MS Word document (At a later date, grader may require you to submit your MS Word document electronically to them). 4. Figure #included (e.g., Figure 1 or Figure 2) 5. Figure Caption included (e.g., Figure 1: Rental vehicle's current maintenance process; Figure 2: Rental vehicle's improved maintenance process) 6. Cross reference the figures 1 and 2 in the introduction section of the report. 7. Spelling and grammatical errors corrected before submission 8 Page numbers included in the body of report, with first page after title page as page 1 Total These criteria do not put much emphasis on content. The grader will also review the content. If the content is weak or has many or significant errors, penalty points will be imposed. See next page