Document Information

Process name:

Handle glass and windshield claim

Status:

final


Author:

Tony Stark

Contributors:

Jane Doe

QA by:

John Hill

Document History

Version

Date

Author

Comment

0.1

2016-10-25

Tony Stark

Initial version of process

0.22017-04-15
Jane Doe
Added external claim assessment provider

Open Issues

Nr.

Short description

Responsible

Status

Result

1

Should assessment provider be added in summary diagram?

Jane Doe

done

Process model updated


Start / Trigger
Damage report including invoice is received from workshop
Upstream processes
Repair process in workshop
Suppliers / Interfaces

Workshop delivers invoice damage report

Input
Invoice & customers fuselage data



Process owner
@Dr. Pam Butler
Process manager
@Tim Schneider
Process participants


  • Claims department
  • External audit service provider
  • Workshop




Brief description

The customer has the option of having damage to a vehicle window processed directly by a cooperation workshop. The workshop provides all necessary information via a common interface. An external service provider checks the validity of the damage amount. At the end of claims processing, the amount is paid to the workshop that has made the advance payment.

Process objectives
  • High dark processing rate of claims received in cooperation workshops
  • Workshop receives uncomplicated remuneration
  • High customer satisfaction due to advance performance by the workshop
  • Short throughput times for individual damages
Measurement parameters for target achievement
  • Dark processing quota
  • Average process runtime
Linked documents

DMN table: "Decide whether test report necessary" / "Decision whether test report commission is necessary"





End of process
Amount is paid to workshop or manual clarification is initiated
Downstream processes
Redevelopment audit
Customers
  • Workshop
  • Customer
  • Audit service provider
Result / Output
Payment order to workshop


Overview of the process

Process analytics