$1.$ Eliminate all paper documents except for the hard copies used by the mechanics. The

mechanic should be the only actor to use paper documents.

$2.$ Do NOT use Email attachments to replace viewing paper complaints. Instead, use an

Information System $($IS$)$ actor to store the ecopies of complaints and then send automatic

alerts from the IS actor to any human or another IS actor.

a$.$ Note that human actors do NOT issue auto$-$alerts.

b$.$ Use email only when a managerial employee wishes to communicate with a customer.

$3.$ Do NOT remove MRSS and VMAI software from the process. Management is not entertaining any

requests to change the customer interface with MRSS and the mechanics$$ interface with VMAI

software. Both customers and mechanics are happy with these interfaces as is$.$

$4.$ Eliminate manual data entry. Instead, introduce an $$ ERP $$ actor to help transfer data

electronically across incompatible information systems.

$5.$ Save all complaints and reports in the ERP system.

$6.$ Eliminate unnecessary personnel from the process.

a$.$ For example, reduce the number of managers $($i$.$e$.,$ Associate, Supervisor$)$ involved in the

process.

b$.$ Keep the Lead Maintenance Manager in the process and ensure they are contributing to the

process.

$7.$ Assume ERP can auto$-$classify complaints as maintenance or non$-$maintenance with $95\%$ accuracy.

$($Assume that the ERP sometimes incorrectly rejects a maintenance complaint as a non$-$maintenance

complaint.$)$

$8.$ To reduce ERP$-$related system errors, the LMM should verify if ERP is correct in what it rejects as non$-$

maintenance complaints $($nMC$).$

a$.$ If ERP has correctly rejected the complaint as nMC$,$ then the LMM should inform the

customer about the next steps.

b$.$ If LMM concludes that the ERP has incorrectly rejected a complaint, then LMM should save

the complaint as a $$Maintenance Complaint$$ in the ERP system.

$9.$ In the improved process, after VMAI generates the pending jobs $($see Paragraph $7$ of the car rental

$($i$.$e$.,$ BCR$)$ scenario used in Assignments $1$ & $3),$ assume that a mechanic prints the pending jobs and

follows guidelines specified in Paragraphs $9$ and $10$ of the car rental scenario.

$10.$ As the process started with customers inputting a complaint in MRSS$,$ end the process with the

customer receiving feedback from the LMM$.$