Exercise 9.21 Figure 9.14 shows the process model that FixComp follows when a client files a complaint. Upon receipt of a new complaint from a client, the process starts by sending an automatic reply to the client, in order to reassure them that Fix-Comp is following up on their request. A complaints representative then takes the complaint for discussion with people in the department the complain refers about. Next, the complaints representative sends a personal letter of apology to the client and propose them a solution. The client can either accept or reject the solution. If the client accepts the solution, the solution is executed by the relevant department. If the client rejects the solution, the client is called on the phone to discuss possible by the complaints representative. If one of these alternatives is promising, it is discussed with the department and the process continues. If no agreement can be reached, the case is brought to court. The company wants to automate this process to deal with complaints in a more efficient manner. Your task is to prepare this model for execution. Acknowledgement This exercise is adapted from a similar exercise developed by Remco Dijkman, Eindhoven University of Technology. Exercise 9.22 Consider the claims handling process modeled in Fig. 9.15. Implement this business process using a BPMS of your choice. The process starts when a customer submits a new insurance claim. Each insurance claim goes through a two-stage evaluation process. First of all, the liability of the customer is determined. Secondly, the claim is assessed in order to determine if the insurance company has to cover this liability and to what extent. If the claim is accepted, payment is initiated and the customer is advised of the amount to be paid. All activities except Initiate Payment are performed by claims handlers. There are three claims handlers. Activity Initiate Payment is performed by a financial officer. There are two financial officers. As shown in the model, there are two data objects involved in this process: Claim and Claim decision. A claim includes the following data fields: Name of claimant Policy number (a string with alphanumeric characters) Description of the claim Amount claimed A claim decision consists of the following data fields: Reference to a claim Decision (positive or negative) Explanation Amount to be reimbursed (greater than zero if the decision is positive) You may add other data fields into the above objects if you deem it necessary. Exercise 9.23 Consider the following equipment rental process, which is a variant of the one described in Example 1.1. Implement this business process using a BPMS of your choice. The rental process starts when a site engineer fills in an equipment rental request containing the following details: Name or identifier of the site engineer who initiates the request Requested start date and time of the equipment rental Expected end date and time of the equipment rental Project for which the equipment is to be rented Construction site where the equipment will be used Description of required equipment Expected rental cost per day (optional) Preferred supplier (optional) Suppliers equipment reference number (optional) Comments to the supplier (optional) The rental request is taken over by one the clerks at the companys depot. The clerk consults the catalogs of the equipment suppliers and calls or sends e-mails to the supplier(s) in order to find the most cost-effective available equipment that complies with the request. Once the clerk has found a suitable piece of equipment available for rental, they recommend that it be rented. At this stage, the clerk must add the following data to the equipment rental request: Selected supplier Reference number of the selected equipment Cost per day Equipment rental requests have to be approved by a works engineer (who also works at the depot). In some cases, the works engineer rejects the equipment rental request, meaning that no equipment will be hired. Of course, before rejecting a request in this way, the works engineer should first discuss their decision with the site engineer and also add an explanatory note to the equipment rental request. In other cases, the works engineer rejects the recommended equipment (but not the entire request) and asks the clerk to find an alternative equipment. Again, in this case the works engineer should communicate their decision to the clerk and add an explanatory note. Rental requests where the cost per day is below 100 are automatically approved, without going through a works engineer. Once a request is approved, a purchase order is automatically generated from the data contained in the approved rental request. The purchase order includes: Suppliers equipment identification Cost per day Construction site where the plant is to be delivered Delivery date and time Pick-up date and time Comments to the supplier (optional) The supplier delivers the equipment to the construction site at the required date. The site engineer inspects the equipment. If everything is in order, they accept the equipment, add the date of delivery to the purchase order and optionally a note to indicate any issues found during the inspection. Similarly, when the equipment is picked up by the supplier at the end of the renting period, another inspection is performed, and the supplier marks the pick-up date in the purchase order (possibly with a pick-up note). Sometimes, the site engineer asks for an extension of the rental period. In this case, the site engineer writes down the extended pick-up time into the purchase order, and the revised purchase order is automatically resent to the supplier. Prior to doing this change, the site engineer is expected to call the supplier in order to agree on the change of pick-up date. A few days after the equipment is picked up, the supplier sends an invoice to the clerk by e-mail. The clerk records the following details: Suppliers details Invoice number Purchase order number Equipment reference number Delivery date and time Pick-up date and time Total amount to be paid Having entered these invoice details, the clerk verifies the invoice details against the purchase order and marks the invoice as accepted or rejected. In case of rejection, the clerk adds an explanatory note (e.g. requesting the supplier to send a revised invoice). Eventually, the supplier may send a revised invoice if needed. The accepted invoice is forwarded to the finance department for payment, but this part of the process is handled separately and is not part of this exercise. Exercise 9.24 Define appropriate data types for the sales process shown in Fig. 9.13, and implement it using a BPMS of your choice. Exercise 9.25 Define appropriate data types for the process shown in Figs. 4.32 4.34, and implement it from the perspective of Best Loans using a BPMS of your choice.