Case Description: The Complaint Handling Process

A complaint is triggered by a phone call from a complaining customer. It is decided whether the complaint can be handled or whether it has to be referred to an internal or external party. An external referral leads to a telephone confirmation to the external party. An internal referral is added to the incident agenda. If no referral is needed, a complaint analysis is conducted and the complainant is contacted. In either case, the complaint is archived and the case is closed.

Process Identification and Discovery

Diagram the process (in Lucidchart OR diagrams.net).

Process Analysis Answer the following questions based on your process diagram. Use performance measures in your analysis (such as cost, time, productivity, etc.):

Is the process efficient and effective? What are the (possible) issues? Explain and discuss why and how.

Process Redesign

What changes would you suggest in order to make the process more efficient and effective and address the issues? Diagram the redesigned process. Explain and discuss the changes in terms of process components. For example, you might suggest eliminating activity x, adding data repository y, dropping actor z, etc.