Step 1 - READ the Background Case Step 2 - Review the step-by-step outline/breakdown of the process Step 3 - ONLINE you'll be asked which symbol goes with each item in the outline In part 2 Step 4 - ONLINE answer any additional questions relating to this case and/or flow charts Step 1 - READ the Background Case BACKGROUND CASE: The Mobile Cell Company wants to allow their cellular phone service customers to pay their accounts via phone. The procedure will be very similar to what takes place at many other companies that offer their customers similar opportunities. Like most other similar cell phone services, Mobile Cell has customers call a 1-800 number which offers a number of possible services on top of balance payment which include New Service Plans, Troubleshooting, Minutes used this months, etc. Callers will be routed to an accounts billing operator after pressing the appropriate numbers on their phone during their encounter with the computerized operator system, which precedes the balance payment service in question. The service is presently being designed and you've been asked to create a Flow Chart that will be used by management and information systems designers attempting to put the service into place. Management has provided you with the system requirements in part one below. SCOPE: Billing Operator answers to Billing Operator saying thank you/goodbye Number of Mobile Cell Customers: 450,000 Expected number of customers using bill paying service per day: 160 (10/hour on average) Peak Phone Call Times: 8AM-10AM, Noon-2:30PM, and 7PM-9PM Hours of Operation for Bill Pay service: 6AM-10PM East Coast Time (16 hours) Daily Step 2 - Review the step-by-step outline/breakdown of the process DRAW THE PROCESS MAP. The service requirements are given to you below in a step-by-step listing. Create a process map using only the steps provided below. DO NOT add steps not shown, and DO NOT omit any step listed. A. CALL ENTERS THE SYSTEM B. Once a call is routed to the billing operator, the operator will answer and GREET the customer, and inform them that this phone call may be monitored. C. Ask the caller for their Account Phone Number and Full Name D. Ask the caller for their Account Password - Last 4 digits of Social Security Number E. Check computer system to see if the information is accurate. 1. YES - Move on to Step F 2. NO-Go back to Step C F. Thank the customer. G. Would the customer like to pay using a Credit Card or a Check? 1. Credit Card a. Retrieve - Card type, Account Number, Expiration Date, Name on card b. How much would they like to pay? c. Repeat Information to customer. d. Is this correct? YES- Go to Step H, NO-Go back to Step 1a 2. Check a. Retrieve - Routing number, Check number, and Name on the Account b. How much would they like to pay? c. Repeat Information to customer. d. Is this correct? YES- Go to Step H, NO-Go back to Step 2a H. Provide the transaction's Confirmation number. 1. Inform the customer of any remaining balance following this transaction. J. Thank the customer and tell them good-bye. K. CALL ENDS Step 3 - Which symbols should be used for each item in the above outline? (21 POINTS) Step 4 - Additional Questions (4 POINTS) Suppose you are trying to establish the FRONT DESK process for a pizza restaurant with carry out, delivery, or dine-in options. In developing the process for only the Front Desk, which symbol would be used for each of the following: Question 22. Ask the customer if the order is for pick-up or delivery Question 23. Pizza is made in the kitchen using restaurants secret recipe process Question 24. Employee verifies/inspects pizza in the box is made according to order form, and is of acceptable quality before it is delivered. Question 25. Pizza is delivered/transported to customer