Please review ALL the instructions provided in this document very carefully BEFORE starting the assignment. The business process starts with a customer filing an online complaint regarding problems with a car that they rented in the past. The

customer uses a Web$-$based system called Online Complaint Interface $($OCI$)$ and submits a complaint form $($online$).$ Each morning, the

Assistant Manager prints a hard copy of the complaint forms received the previous business day. $($S$)$he then places that complaint

form in a box for later processing, together with other complaint forms.

Each day at $11$ a$.$m$.,$ the Assistant Manager of the rental company reviews every complaint form printed that morning, using a

manual containing several rules for reviewing complaints. Those rules had been devised so that certain complaints could be filtered

out $($e$.$g$.,$ complaints not related to car maintenance problems$)$ before they progressed any further in the business process.

$($Paragraph $2)$

The Assistant Manager meets with his$/$her Manager every day at $2$ p$.$m$.,$ and hand delivers each reviewed complaint form to the

Manager and informs the Manager about any complaints that need additional review $($by the Manager$).$ The rental company's

Manager reviews the complaint form only if the Assistant Manager recommends such a review. This additional review is completed

by the Manager by end of the next business day and the Manager's reviews are shared with the Assistant Manager

The rental company's Manager meets with the Maintenance Manager every day at $3$ p$.$m$.,$ and hand$-$delivers each reviewed

complaint form. The Maintenance Manager is the main point of contact in the company's maintenance department, which is the

organizational unit that processes reviewed customer complaints. The Maintenance Manager currently does not review any

complaint forms.

The Maintenance Manager then, upon receipt of a reviewed complaint form, places the form in a box for processing by the Data

Entry Staff $($DES$).$ The DES inputs the data into a software system called the Predictive Maintenance Program $($PMP$*).($Paragraph $5)$

The PMP generates the schedule of predictive maintenance jobs. The DES then logs into the PMP and prints the jobs as a set of pages

$($one page per job$).$ These jobs are organized according to the order of execution prescribed by PMP$.$ The DES collects the printouts of

the predictive maintenance jobs.

The DES then places those pages in a box. The box is located at the entrance of the workshop used by the mechanics in the

maintenance department.

A mechanic then processes each predictive maintenance job generated by PMP$.$ Upon completion of each job, the mechanic accesses organizational unit that processes reviewed customer complaints. The Maintenance Manager currently does not review any

The Maintenance Manager then, upon receipt of a reviewed complaint form, places the form in a box for processing by the Data

Entry Staff $($DES$).$ The DES inputs the data into a software system called the Predictive Maintenance Program $($PMP$*).($Paragraph $5)$

The PMP generates the schedule of predictive maintenanc

In this assignment, you will be doing the following $4$ things:

Understand a business process by reading the steps involved in the process. These steps are provided on page $2$

of this document.

Identify some of the steps in the process where there is room for improvement.

Redesign the process by incorporating the improvements in the steps that you identified above. Please note that

while redesigning the process, you should also take into consideration suggestions made by the management.

These suggestions along with the justifications for those suggestions are given on page $3$ and page $4$ of this

document.

Creating an "Activity Diagram" of the improved process using Microsoft Visio.

Please note that an Activity Diagram is referred to as "Cross$-$Functional Flowchart" in Visio. These two terms

are used interchangeably in this document. $($See lecture content in Week $3$ module for concepts and examples

relating to Activity Diagrams$).$

Assignment Objectives:

In a real$-$world organization, you may observe broken or inefficient processes and may want to improve them. To do

this, you would have to convince management that the process is broken and then propose a solution to fix or redesign

the process. You will want to present suggestions in an effective way that allows management to easily visualize the

current process, and then see how your alternative is better.

Activity Diagrams are one way to quickly show a high$-$level overview of a process. Paragraphs of words describing the

problems are time consuming for management to read and comprehend. Sometimes, diagrams can convey information

much more effectively and succinctly than words.

Vehicle Maintenance Process Scenario $($see next page$)$

The scenario included on the next page describes the steps in the "Vehicle Maintenance Process" for a car rental

company. For easy reference, the appropriate paragraph numbers ar