Information Technology Reference
In-Depth Information
«EV_Role»
User
«EV_Role»
Branch system
«EV_Role»
Branch staff
«EV_Role»
HQ system
«EV_Role»
Logistics Provider
«EV_Role»
Phone Supplier
«EV_Step»
Request
Repair
«EV_Step»
Inspect Phone
«EV_Artefact»
User
Handset
[Broken]
«EV_Step»
Check User Identity
«EV_Step»
Get Contract
Info
«EV_Step»
Arrange Repair
By Supplier
«EV_Step»
Local Repair Attempt
Handle
Request Task
[CannotFix]
[canFixIt]
«EV_Step»
Return Handset
toUser
«EV_Artefact»
User Handset
[Operational]
«EV_Step»
Arrange Repair
By Supplier
«EV_Step»
Handset Pickup
and Delivery
to Supplier
«EV_Artefact»
User Handset
[Under Repair]
«EV_Artefact»
User
Handset
[Under Repair]
«EV_Step»
Allocate
Phone Loan
«EV_Step»
Give Phone
Get Loan
Phone Task
«EV_Step»
Check Handset
«EV_Artefact»
Loan Handset
[Operational]
«EV_Artefact»
Loan Handset
[Operational]
«EV_Step»
Start Monitoring
Start repair
«EV_Step»
Fix Handset
«EV_Step»
Monitor Repair Progress
«EV_Step»
Handset Pickup
and Return to
Service Centre
[late]
Completion
Estimate
Time
Notification
«EV_Artefact»
User
Handset
«EV_Artefact»
User
Handset
[Unfixable]
«EV_Artefact»
User
Handset
[Operational]
«EV_Step»
Advise User
«EV_Step»
User
Confirms
Return
Address
«EV_Step»
Handset Reception
«EV_Step»
Prepare Return
«EV_Step»
Handset
Pickup and
Delivery to
User
«EV_Artefact»
User
Handset
«EV_Artefact»
User Handset
«EV_Step»
Return Loan
Billing Tasks
«EV_Step»
Billing
Operations
«EV_Step»
Update
Customer
Account
«EV_Step»
Prepare Billing Info
«EV_Step»
Acceptance
and Payment
«EV_Step»
Close Order
«EV_Step»
Completion Tasks
FIGURE 2.10: The repair process as seen from one of the branches.
Branch Repair Provision community. This community has a community object
that offers one way of fulfilling the top-level branch role.
This process adds detail; it now distinguishes between the different internal
roles of the PhoneMob organization, using the refined roles shown in figure 2.4.
However, the process as seen by the external parties should be essentially
