Class Activity (QMT 3013 - Business Process Management) Unit Number: 6 Case study - Abu Dhabi Pension Office Abu Dhabi Pension office has decided to change the process of attending to pensioners when they call to enquire about their pensions. In the current process, pensioners phone or visit the pensions office and ask to see the senior pensions manager. Since there are a high number of pensioners visiting the pensions office daily, each pensioner has to wait for at 2 hours to see the senior pensions manager. After receiving multiple complaints from dissatisfied pensioners, the Director of Pensions has decided to implement a change to the enquiries of pensioners. The Director of Pensions has directed that anytime a pensioner visits their office, they should be given a tally number for them to see a customer service officer. The customer service officer should determine the exact issues the pensioner has and determine which manager the pensioner needs to see. There are 5 managers that a pensioner could possibly see. The senior pensions manager, the senior accountant, banking manager, public pensions manager or private pensions manager. As for pensioners that phone the pensions office, the Director has requested the Call Centre Phone vendor to make changes to the phone system. Pensioners calls should be directed to a dedicated customer service officer that will transfer their call to one of the 5 managers, depending on the pensioners needs. Read the case study and identify stakeholders (job title) involved in the case study Management = ? Sponsor = ? Internal Customer = ? Supplier = ? External Customer =