You need to prepare a process map for the home repair of a particular brand of refrigerators. You can make assumptions where necessary. But make sure that following scenarios can be handled by your process map. During warranty, repair and replacement are free but service charges will be levied. Kumar purchased the refrigerator on 1st January 2019 from XYZ Electronics with a warranty period of 2 years for normal parts and 5 years for compressor 1. On 15th December, 2020 the unit stopped functioning and he lodged a service request on the same day. The technician came home, identified the problems and replaced the defective parts. 2. The unit stopped functioning on 15th July 2021 due to some wear and tear in the normal parts and some technical issues in the compressor. Some normal parts and the compressor were replaced. a. Prepare the process map. State clearly the scope of the process. [8 + 2 =10] b. Assurance is one dimension of service quality. Explain why this is important in this context