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72 Chapter 2

Every claim, reported by a customer, is registered by an employee of department CD (where CD is Car Damages). After the registration of the claim, the insurance claim is classified by a claim handler of rank A or B within CD. There are two categories: simple and complex claims. For simple claims two tasks need to be executed: check insurance and phone garage. These tasks are independent of each other. The complex claims reąuire three tasks to be executed: check insurance, check damage his-tory, and phone garage. These tasks need to be executed sequentiałly in the order specified. Both for the simple and complex claims, the tasks are done by employees of department CD. After executing the two respec-tively three tasks a decision is madę. This decision is madę by a claim handler of rank A and bas two possible outcomes: OK (positive) or NOK (negative). If the decision is positive, then insurance company X will pay. An employee of the finance department handles the payment. In any event, the insurance company sends a letter to the customer who sent the claim. An employee of the department CD writes this letter.

Model the workflow by making a process definition in terms of a Petri net using the techniąues introduced in this chapter.

Exercise 2.8 Complaints handling

Each year travel agency Y has to process a lot of complaints (about 10,000). There is a special department for the processing of complaints (department C). There is also an internal department called logistics (department L) which takes care of the registration of incoming complaints and the archiving of processed complaints. The following procedurę is used to handle these complaints.

An employee of department L First registers every incoming complaint. After registration a form is sent to the customer with questions about the naturę of the complaint. This is done by an employee of department C. There are two possibilities: the customer returns the form within two weeks or he does not. If the form is returned, it is processed automati-cally resulting in a report that can be used for the actual processing of the complaint. If the form is not returned on time, a time-out occurs resulting in an empty report. Notę that this does not necessarily mean that the complaint is discarded. After registration, that is, in parallel with the form handling, the preparation for the actual processing is started.

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