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Business Process Model

The document outlines the business process model for the development, production, and delivery of the Inkfinity Pen, detailing each step from order placement to customer satisfaction. It includes activities, decision points, and flows for order confirmation, payment processing, production planning, manufacturing, packaging, shipment preparation, delivery, and post-delivery follow-up. Additionally, it describes the use of the Inkfinity Pen within a smartphone app, covering app download, setup, pen pairing, feature exploration, ongoing monitoring, and customer feedback.

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Ara Mae Lagutin Ramirez
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8 views

Business Process Model

The document outlines the business process model for the development, production, and delivery of the Inkfinity Pen, detailing each step from order placement to customer satisfaction. It includes activities, decision points, and flows for order confirmation, payment processing, production planning, manufacturing, packaging, shipment preparation, delivery, and post-delivery follow-up. Additionally, it describes the use of the Inkfinity Pen within a smartphone app, covering app download, setup, pen pairing, feature exploration, ongoing monitoring, and customer feedback.

Uploaded by

Ara Mae Lagutin Ramirez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Business Process Model: Development, Production, and Delivery of the Inkfinity Pen

(Unlimited Ink Ballpen)


A. Start Point: Customer places an order.

B. End Point: Customer receives the product and provides feedback.

C. Activities/Tasks and Decision Points:

1. Order Placement

 Activity: Customer places an order through the website.


 Decision Point: Verify if the order details are complete and accurate.
 Flow: If complete, proceed to order confirmation.

2. Order Confirmation

 Activity: System sends order confirmation to the customer.


 Decision Point: Check if payment details are verified.
 Flow: If verified, proceed to payment processing.

Payment Processing - process payment through a secure payment gateway.

 Decision Point: Check if the payment is successful.


 Flow: If payment fails, notify the customer and request new payment
information; if successful, proceed to production planning.

3. Production Planning

 Activity: Create a production schedule based on the order volume and existing
inventory.
 Decision Point: Verify production capacity and resource availability.
 Flow: Proceed to material procurement.

Material Procurement - source and procure raw materials required for


production (ink, pen casings, etc.).

 Decision Point: Check for supplier availability and material quality.


 Flow: Proceed to manufacturing.

4. Manufacturing

 Activity: Assemble the Inkfinity Pen using sourced materials.


 Decision Point: Monitor production quality at each stage.
 Flow: If defects are detected, rework the defective units; if quality standards are
met, proceed to quality testing.

Quality Testing - conduct quality tests on the finished products.

 Decision Point: Ensure products meet quality and performance standards.


 Flow: If products fail quality tests, identify and correct issues; if products
pass, proceed to packaging.

5. Packaging

 Activity: Package the finished products securely for shipment.


 Decision Point: Check packaging integrity and accuracy of order details.
 Flow: Proceed to inventory update.

Inventory Update - update inventory records to reflect the completed orders.

 Decision Point: Verify inventory accuracy.


 Flow: Proceed to shipment preparation.

6. Shipment Preparation

 Activity: Prepare the orders for shipment, including generating shipping labels
and arranging courier services.
 Decision Point: Ensure all shipping details are correct.
 Flow: Complete the process and ship the product.

7. Delivery

 Activity: Deliver the package to the customer's address.


 Decision Point: Confirm delivery receipt by the customer.
 Flow: Proceed to post-delivery follow-up.

Post-Delivery Follow-Up - send follow-up email to the customer.

 Decision Point: Collect customer feedback.


 Flow: If feedback indicates issues, address them promptly; if positive,
proceed to feedback and support.

Further Diagnostics - Conduct a detailed diagnostic to identify the root cause


of the issue.

 Decision Point: Determine if the issue requires replacement.


 Flow: Proceed to product replacement.
Product Replacement - Arrange for a replacement product to be sent to the
customer.

 Decision Point: Confirm the shipping details.


 Flow: Ship the replacement product

Return and Inspection - Arrange for the defective product to be returned and
inspected.

 Decision Point: Verify if the returned product is received and inspected.


 Flow: Inspect the product to identify any recurring issues. If resolved,
proceed to feedback and support.

8. Feedback and Support

 Activity: Address any customer issues or feedback received.


 Decision Point: Determine if any corrective action is needed.
 Flow: If resolved, proceed to customer satisfaction.

9. Customer Satisfaction

 Activity: Ensure customer satisfaction and close the order.


 Decision Point: Offer loyalty rewards for repeat customers.
 Flow: If customer is satisfied, send loyalty rewards; if not, follow up for further
assistance

Business Process Model: Use of the Inkfinity Pen within the smartphone app.
A. Start Point: Customer downloads and installs the Inkfinity Pen smartphone app.

B. End Point: Customer uses the app to monitor and maintain the Inkfinity Pen and
provides feedback.

C. Activities/Tasks and Decision Points:

1. App Download and Installation

 Activity: Customer downloads the Inkfinity Pen app from the app store and
installs it.
 Decision Point: Check if the app is installed successfully.
 Flow: Proceed to app setup.

2. App Setup

 Activity: Customer opens the app and completes the initial setup.
 Decision Point: Verify if the setup process is completed.
 Flow: Proceed to pen pairing.

3. Pen Pairing

 Activity: Customer pairs the Inkfinity Pen with the smartphone app via Bluetooth.
 Decision Point: Ensure the pen is paired successfully.
 Flow: Proceed to main dashboard.

4. Main Dashboard Access

 Activity: Customer accesses the main dashboard of the app.


 Decision Point: Ensure the dashboard displays all necessary information.
 Flow: If information is missing, refresh or update the app; if correct, proceed to
feature exploration.

5. Feature Exploration

 Activity: Customer explores various app features (ink level monitoring, usage
statistics, maintenance tips, etc.).
 Decision Point: Check if customer finds the features useful.
 Flow: If useful, proceed to ongoing monitoring.

6. Ongoing Monitoring

 Activity: The app continuously monitors the pen's performance and ink levels.
 Decision Point: Detect any issues with the pen.
 Flow: If issues are detected, notify the customer and provide solutions; if no
issues, continue monitoring.

7. Customer Notifications

 Activity: App sends notifications for ink levels, maintenance, and other alerts.
 Decision Point: Ensure notifications are sent and received.
 Flow: Proceed to customer actions.

8. Customer Actions

 Activity: Customer takes action based on app notifications (e.g., refilling ink,
performing maintenance).
 Decision Point: Verify if actions are completed.
 Flow: If actions are not completed, remind the customer; if completed, proceed to
feedback collection.

9. Feedback Collection

 Activity: App prompts the customer for feedback on the pen and app
performance.
 Decision Point: Collect and analyze feedback.
 Flow: If feedback indicates issues, address them; if positive, proceed to customer
satisfaction.

10. Customer Satisfaction

 Activity: Ensure overall customer satisfaction with the pen and app.
 Decision Point: Check if the customer is satisfied.
 Flow: If the customer is unsatisfied, provide additional support; if satisfied,
continue ongoing monitoring.

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