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The document describes the process for field service calls at DEF, a company that manufactures and distributes electronic equipment. The process begins when a customer calls DEF's National Service Center to report an issue. A call taker enters the service call details into the computer system, which sends the information to the appropriate regional dispatch center. Dispatchers then assign service calls to technicians based on their location and skills. The technician contacts the customer, makes the repair, and calls the dispatcher to receive their next service call.

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92 views2 pages

1: More Info

The document describes the process for field service calls at DEF, a company that manufactures and distributes electronic equipment. The process begins when a customer calls DEF's National Service Center to report an issue. A call taker enters the service call details into the computer system, which sends the information to the appropriate regional dispatch center. Dispatchers then assign service calls to technicians based on their location and skills. The technician contacts the customer, makes the repair, and calls the dispatcher to receive their next service call.

Uploaded by

om
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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A2: CH 2--Process Strategy-Nawaf Basudan https://xlitemprod.pearsoncmg.

com/api/v1/print/om

Instructor: John Bing


Student: Nawaf Basudan Assignment: A2: CH 2--Process
Course: BUA 345--Operations & Supply
Date: 05/25/19 Strategy
Chain Management

Prepare a flowchart of the field service division process at DEF, as described here. Start from the point where a call is
received and end when a technician finishes the job.
1 Click the icon to view the description of the field service division process at DEF.

A flowchart traces the flow of information, customers, equipment, or materials through the various steps of a process.
Flowcharts have no precise format and typically are drawn with boxes (with a brief description of the step inside), and with
lines and arrows to show sequencing. The rectangle shape is the usual choice for a box, although other shapes can
differentiate between different types of steps. Colors and shading can also call attention to different types of steps.
2 Click the icon to view the partially completed flowchart.

To complete the flowchart, match each number with its corresponding description of the step and box shape.

The description that corresponds to number 1 on the flowchart is "Customer calls".

Step "Customer calls" is a customer action.

Therefore, we should use the following shape on the flowchart:

The description that corresponds to number 2 on the flowchart is "Service call data entered" and the shape that
corresponds to number 2 on the flowchart follows:

The description that corresponds to number 3 on the flowchart is "Repair made" and the shape that corresponds to number
3 on the flowchart follows:

1: More Info
DEF was a multibillion dollar company that manufactured and distributed a wide variety of electronic, photographic, and
reprographic equipment used in many engineering and medical system applications. The Field Service Division employed
475 field service technicians, who performed maintenance and warranty repairs on the equipment sold by DEF. Customers
would call DEF's National Service Center (NSC), which received about 3,000 calls per day. The NSC staffed its call center
with about 40 call-takers. A typical incoming service call was received at the NSC and routed to one of the call-takers, who
entered information about the machine, caller's name, and type of problem into DEF's mainframe computer. In some
cases, the call-taker attempted to help the customer fix the problem. However, call-takers were currently only able to avoid
about 10 percent of the incoming emergency maintenance service calls. If the service call could not be avoided, the
call-taker usually stated the following script: "Depending upon the availability of our technicians, you should expect to see
a technician sometime between now and (now + X)." ("X" was the target response time based on the model number and
the zone.) This information was given to the customer because many customers wanted to know when a tech would arrive

1 of 2 25-05-19, 07:25 pm
A2: CH 2--Process Strategy-Nawaf Basudan https://xlitemprod.pearsoncmg.com/api/v1/print/om

on site.

Call-takers entered service call information on DEF's computer system, which then sent the information electronically to
the regional dispatch center assigned to that customer location. (DEF had four regional dispatch centers with a total of
about 20 dispatchers.) Service call information was printed on a small card at the dispatch center. About every hour, cards
were ripped off the printer and given to the dispatcher assigned to that customer location. The dispatcher placed each card
on a magnetic board under the name of a tech that the dispatcher believed would be the most likely candidate for the
service call, given the location of the machine, the current location of the tech, and the tech's training profile. After
completing a service call, techs called the dispatcher in the regional dispatch center, cleared the call, and received a new
call assigned by the dispatcher. After getting the service call from a dispatcher, a tech called the customer to give an
expected time of arrival, drove to the customer site, diagnosed the problem, repaired the machine if parts were available in
the van, and then phoned the dispatcher for the next call. If the tech did not have the right parts for a repair, the tech
informed the NSC and the part was express mailed to the customer; the repair was done the next morning.

2: More Info

2 of 2 25-05-19, 07:25 pm

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