Sample Process – Repairing a Fridge

figure 1: sample process

• Process starts with the request to the call center. The repair center responds to the request and decides if it is a case of emergency, standard or guarantee.
• There are three roles: call center (24hrs a day), emergency service (24hrs a day) and a repair service available from 8am to 6pm.
• Call center staff handles incoming calls and the guarantee cases. Answering the requests is their highest priority.
• Emergency requests take approximately 2 to 5 hours. On average a standard case takes 8 hours. Standard cases from normal clients and clients with priority will be handled through a standard service company. If requests from clients with priority are not handled within 2 hours the service is changed into an emergency case.
• Some normal cases are handled with priority through special incoming messages, e.g. very impatient clients