A travel bureau organizes trips. To form a trip the undermentioned undertakings are executed. • First the client petition is registered. so an employee hunts for chances which are communicated to the client. Then the client is contacted to happen out whether ( s ) he is still interested and whether more options are desired. • If the client selects a trip. so the trip is booked. In analogue ( if desired ) one or two types of insurance are prepared. • Two hebdomads before the start day of the month the paperss are sent to the client. • It is possible that the client cancels the trip at any clip before the start day of the month. E. Pelz M2 ISIAD MPW 1

Exercise 3 Ailments Handling ( Exercise work flow procedure definitions ) Each twelvemonth travel bureau Y has to treat a batch of ailments ( about 10. 000 ) . There is a particular section for the processing of ailments ( section C ) . There is besides an internal section called logistics ( section L ) which takes attention of the enrollment of incoming ailments and the archiving of processed ailments. The undermentioned process is used to manage these ailments. An employee of section L foremost registers every entrance ailment. After enrollment a signifier is sent to the client with inquiries about the nature of the ailment. This is done by an employee of section C. There are two possibilities: the client returns the signifier within two hebdomads or non. If the signifier is returned. it is processed automatically ensuing in a study which can be used for the existent processing of the ailment.

If the signifier is non returned on clip. a time-out occurs ensuing in an empty study. Note that this does non needfully intend that the ailment is discarded. After enrollment. i. e. . in analogue with the signifier handling. the readying for the existent processing is started. First. the ailment is evaluated by a ailment director of section C. Evaluation shows that either farther processing is needed or non. Note that this determination does non depend on the signifier handling. If no farther processing is required and the signifier is handled. the ailment is archived. If farther processing is required. an employee of the ailments section executes the undertaking ‘process complaint’ ( this is the existent processing where certain actions are proposed if needed ) . For the existent processing of the ailment. the study ensuing from the signifier handling is used. Note that the study can be empty. The consequence of undertaking ?process complaint? is checked by a ailment director. If the consequence is non OK. undertaking ?process complaint? is executed once more. This is repeated until the consequence is acceptable. If the consequence is accepted. an employee of the section C executes the proposed actions. After this the processed ailment is archived by an employee of section L. Give the procedure. i. e. . pattern the work flow by doing a procedure definition in footings of a Petri cyberspace.

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Insurance Company

( Exercise work flow procedure definitions )

Insurance company X processes claims which result from traffic accidents with autos where clients of X are involved in. Therefore. it uses the undermentioned process for the processing of the insurance claims. Every claim. reported by a client. is registered by an employee of section Cadmium ( CD = Car Damages ) . After the enrollment of the claim. the insurance claim is classified by a claim animal trainer of rank A or B within CD. There are two classs: simple and complex claims. For simple claims two undertakings need to be executed: cheque insurance and phone garage. These undertakings are independent of each other. The complex claims require three undertakings to be executed: cheque insurance. look into harm history and phone garage. These undertakings need to be executed consecutive in the order specified. Both for the simple and complex claims. the undertakings are done by employees of section Cadmium.

After put to deathing the two severally three undertakings a determination is made. This determination is made by a claim animal trainer of rank A and has two possible results: OK ( positive ) or NOK ( negative ) . If the determination is positive. so insurance company X will pay. An employee of the finance section handles the payment. In any event. the insurance company sends a missive to the client who sent the claim. An employee of the section Cadmium writes this missive. Model the work flow by doing a procedure definition in footings of a Petri cyberspace utilizing the techniques introduced in this chapter. Exercise 5 Insurance Company Consider the insurance company described in Exercise 4 a ) Make a resource categorization with dealingss between functions ( makings ) and groups ( organisational units ) . B ) Assign a function and a group to each undertaking in the procedure theoretical account.

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Exercise 5 Insurance Company Consider the insurance company described in Exercise 4 a ) Make a resource categorization with dealingss between functions ( makings ) and groups ( organisational units ) . B ) Assign a function and a group to each undertaking in the procedure theoretical account.

E. Pelz M2 ISIAD MPW4

Solution: The undermentioned functions are identified: Employee Claim animal trainer Claim handler A Claim animal trainer B ( E ) ( CH ) ( CHA ) ( CHB )

The undermentioned organisational units are identified: Department Car Damages Finance Department. ( Cadmium ) ( FN )

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Figure 5a: Resource categorization insurance company

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We make the premise that all claim animal trainers are besides employees. This means that when an employee of the Car Damages section is required for a undertaking. it doesn’t affair whether he or she is a claim animal trainer or non. If we make the premise that claim animal trainers can non make the undertaking of an “ordinary” employee. so Figure 5. a demands to be adapted ( CH. CHA. and CHB are outside E ) . If we combine the resource categorization with the procedure theoretical account. we will obtain the theoretical account shown in Figure 5. B.

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Figure 5. B: Resource categorization in theoretical account insurance company

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Exercise 6 Complaints Managing See the ailments managing procedure described in Exercise 3 a ) Make a resource categorization with dealingss between functions ( makings ) and groups ( organisational units ) . B ) Assign a function and a group to each undertaking in the procedure theoretical account.

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Solution: Employee

The undermentioned functions are identified: ( E ) ( CM )

Ailment director

The undermentioned organisational units are identified: Department C Logistics section ( DC ) ( LD )

Then we ( besides ) made the premise that the ailment director is besides an employee. This means that he is besides available for work that could be done by an employee.

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Exercise 6 suite: Ailments Managing See the ailments managing procedure described in Exercise 3 a ) Make a resource categorization with dealingss between functions ( makings ) and groups ( organisational units ) . B ) Assign a function and a group to each undertaking in the procedure theoretical account. Solution: Employee ( E ) . The undermentioned functions are identified: Ailment director ( CM )

The undermentioned organisational units are identified: Department C ( DC ) .
Logisticss section ( LD )

Then we ( besides ) made the premise that the ailment director is besides an employee. This means that he is besides available for work that could be done by an employee. Now combine the resource categorization with the procedure theoretical account. Figure 6. a: Resource categorization ailments managing

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Figure 6. B: Resource categorization in theoretical account ailments managing

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Figure 6. B: Resource categorization in theoretical account ailments managing

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Exercise 7 Employments Office Agency “Job Shop” accepts petitions for new employees by companies all over the state. Requests can be sent by electronic mail. by mail or by phone to one of the bureaus in Eindhoven and Leeuwarden. Managing these petitions is a occupation for person of Business Relations ( BR ) . For the Eindhoven bureau this occupation is done by Johan. in Leeuwarden Sietse is responsible for BR. The first thing being done is directing an recognition back to bespeak that the petition has been received. Then “Job Shop” has several options: they ever look in their database to happen suited people. but they can besides put an advertizement in some of the greater documents in the state to inquire for people every bit good. Puting an ad is a occupation for Public Relations ( PR ) : Jaap and Anke in Eindhoven. Rinske in Leeuwarden. The Manager decides whether or non this option should be used.

Bing a director is a occupation fulfilled by Ahmed ( Eindhoven ) and Dion ( Leeuwarden ) . The existent searching in the database is done by person of Recruitment. All campaigners for the occupation acquire a marker that will be used subsequently. Peoples who react to the ad can make this by phone. by finishing a signifier ( found at Internet ) or by dropping a missive with their informations at the office. Person from Recruitment processes the information in the form/letter by adding it to the database and by taging campaigners for the occupation. If person uses the phone. a member from Recruitment will interview this individual to acquire his/her information for the database. Again. a marker is placed if the individual fits the demands for the occupation. The Eindhoven Recruitment-team is formed by Annelies. Manja and the people of both PR and BR. In Leeuwarden Anja. Hakan. Rinske ( besides PR ) and Sietse ( besides BR ) take attention of new people.

After some clip. the deadline for the occupation expires and a campaigner has to be chosen from the 1s marked in the database. Chemical reactions to the ad. if placed. will non be processed any longer from so on. One by one. the campaigners will be called by person of the Recruitment-team until person has been found. In this call. they get an invitation to come to the office to discourse the possible new occupation. Of class people can decline to come. However. if person agrees to come to the office. an assignment is made and he or she gets an interview with one of the employees ( Recruitment ) of “Job Shop” . Immediately after this interview an rating is made and the campaigner is told whether or non ( s ) he will be chosen.

If no campaigner can be found. or when no 1 is suited for the occupation. a missive is sent to the company. Once person has been chosen. he/she gets a missive with all informations needed to fix for the new occupation. This missive is composed by person of Recruitment. Besides. a missive is sent by BR to the company for which the new employee has been found. In this. all relevant informations refering the new employee is listed. Of class. the database will hold to be updated in order to reflect the new position of this individual. This is done after directing the letters. by the same individual of Recruitment that sent the missive. Care of the database in both bureaus is done by Mahroud. the IT Specialist. a ) Make a resource categorization with dealingss between functions ( makings ) and groups ( organisational units ) . B ) Concept a procedure theoretical account of the procedure sketched above.

Solution: a ) The undermentioned functions and ( PR ) ( BR ) ( RC ) ( MA ) ( IT ) organisational units are identified: Job Shop Eindhoven Leeuwarden ( JS ) ( EH ) ( LW )

Public Relations Business Relations Recruitment Manager IT-specialist

This consequences in the theoretical account shown in Figure 7. a.

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Figure 7. a: Resource categorization employment bureau

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B ) Figure 7. B shows the procedure theoretical account. It is of import to add the right triggers. The clip trigger added to task stop_processing for case is important to maintain the flow traveling on and prevents instances shacking everlastingly in topographic point delay.

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