Car Repair Process
This is the process for providing car repairs that is part of a car’s warranty program. The process starts when a customer checks in with Kumar, the greeter, who takes the car keys from the customer, then Kumar escorts the customer to Simha, the service advisor. Kumar hands the key to Simha, who checks the customer’s key data using a dealer database. Then Simha checks the manufacturer’s warranty database. If the repair or maintenance is covered by warranty, Simha explains the maintenance to the customer. He then generates a repair order, gets the customer’s authorization. If the customer refuses to authorize the repair, Simha closes the repair order. If the repair or maintenance is not covered by the warranty, Simha offers to sell the customer an extended warranty. (He gets warranty pricing information from the extended warranty database.) If the customer accepts an extended warranty, then he/she pays for it and the process continues the same as if the repair was covered by the warranty. If the customer does not buy a warranty, Simha requests an upfront payment. If he receives a customer payment, the process continues the same as if there were a warranty. If the customer declines to pay, then Simha returns the key to the customer and Kumar walks the customer back to his/her car and the process ends.
After a repair order is authorized by the customer, Bala, the mechanic, drives the car into the repair bay. He diagnoses the problem. He then repairs the car, which is a complicated subprocess, the details of which are not needed to understand the overall process. After repairing the car, Bala drives the car to the on-site car wash. Greg, the detailing artist, washes the car. When finished, he pulls the car to the front of the dealership and leaves the keys in the car so the customer can drive it away.
At this time, Simha generates an invoice. He hands it to the customer. Kumar then escorts the customer to his/her car and the process ends. In all possible situations, this process always ends with Kumar walking the customer back to his/her car.
Use Bizagi Modeler to create an accurate BPMN depiction of this process. Pay attention to proper use of pools, swim lanes, and labels. Make sure the model passes Bizagi validation. If it fails validation, read your book or notes to find the solution. You can also tinker with the model and learn via trial and error. Tinkering can take a while but is the most effective way to master something new.
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