-Below is a work instruction from Software Power, Inc., a local firm that designs and maintains customer IT networks. The work instruction details some of the activities that will be performed by Customer Service and Client Service personnel in solving customer-reported problems with the networks maintained by Software Power. Develop a flowchart for the work instruction as described below.

Client Service

The following procedure is to be used by Client Support personnel when making on on-site visit to a customer to repair a customer-reported problem.

• The customer reports the problem (by phone or e-mail) to Customer Service employee. If the Customer Service employee decides that the problem requires an on-site visit from a Client Support employee, the Customer Service employee generates a Client Service Order (Form 1BB-2B) containing the customer-reported problem and customer information. [If the Customer Service employee decides that the problem does not require on on-site visit, the phone or e-mail is forwarded to the Client Consulting Department and no further action is taken by the Customer Service employee.]
• The Customer Service employee assigns a Client Support employee to handle the client problem and e-mails Form 1BB-2B to the assigned Client Support employee.
• The assigned Client Support employee reads Form 1BB-2B and contacts the customer to arrange the on-site visit.
• At the customer site, the Client Support employee troubleshoots to locate and/or duplicate the source of the problem.
• If the Client Support employee cannot locate and/or duplicate the problem, the Client Support employee notifies the on-site customer representative, completes Section 2 of Form 1BB-2B, requests the on-site customer representative sign the bottom of Section 2, and leaves the customer site.
• If the problem is located and /or duplicated, it must be determined if hardware and/or software is/are to be replaced. If hardware is replaced, the Client Support employee completes Form 2AA-5A, then replaces the hardware. If software is replaced, the repair technician completes Form 2CC-5C, then replaces the software.
• The Client Support employee tests the system, completes Section 2 of Form 1BB-2B, requests the on-site customer representative sign the bottom of Section 2, and leaves the customer site.

Approved by: (John Reed) Date: 1/16/2018

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