Question 2 (50 Marks): See the image below. Consider you have an SLA to resolve a customer's issue within 72 hours. Comment on where you associate the problem to be for each one of the following conditions: You cannot move to the next step without completing the previous step. What steps could you do in parallel. How can business intelligence help you? The material you have is on demand (meaning you do not have excess inventory onsite). How can business intelligence help you? This process would fail during COVID. What problems you do see in this process related the bottleneck of COVID. What suggestions do you have to changing the process so the business would keep running during COVID? Field Service Flow Customer Phone Call Fax E-Mail Walk-in Chat Sell Service Social Verify Customer and Product details to create Valid Entitlement Yes Check Knowledge Base Found Solution & Issue resolved ? Close SR Helpdesk / System SR No Inform customer and close SR No Create Job for field visit Dispatch Center Auto/Manual SR routing to Field Technician Capture Skill, Material, Location for routing Is parts available for repair? -Yes - Perform Repair Visits customer location and checks the equipment for repair Repair Debrief (Labor, Material, Expenses, Travel) END Field Service Technician No Create Parts Request Receive Parts Close SR Update Knowledge Base Issue Parts Inventory AR Invoice Generation