This process allows us to clearly identify an individual who is responsible for the customer’s survey request and proceed to respond to the request. A reminder email is sent based on the desired delivery date. In addition, the response can be divided among multiple people.
Worker (#of Swimlane: 4)
Sales/Support
Sales and support personnel who are the point of contact with customers.
Administration Department
The person in charge of the department that handles the request.
Contact Person(s)
Person in charge of responding to requests.
Supervisor
A leader among the people in charge of requests.
Business Flow (Complexity of Workflow: 15)
11. Receiving Requests
The person in charge enters the details of the request received from the customer.
71x. Request Supplementary Information
The person in charge enters additional details about the request.
181y. Request Supplementary Information
22. Designate person in charge
The department manager will designate a person to respond to the request.
33. Response
The person in charge enters the response results.
44. Response report summary
The leader summarizes the results of the response.
65. Summary confirmation, report to customer
The person in charge will check the summary of response results and report to the customer.
10x1. Set Title
The workflow platform sets the customer name and request date as the subject.
Business Process Variables (#of Data Item: 22)
▼ Customer Information ▼17
Customerq_customer0*
Stores the name of the customer who made the request.
Dateq_date3*
Stores the request date.
processInstanceStartDatetime
Customer Contact Nameq_name1*
Stores the name of the person in charge of the customer who made the request.
Customer Contact Email Addressq_email2
Stores the email address of the person in charge of the customer who made the request.
▼ Request Details ▼18
Request Summaryq_summary4*
Contains a summary of the request.
Request Detailsq_detail5*
Stores the details of the request.
Related Filesq_file6
Files related to the request are stored.
Desired Response Dateq_limit7*
Stores the desired response date for the request.
▼ Internal Information ▼19
Receptionistq_receiver8*
Stores the person in charge who accepted the request. (“User” within the workflow platform)
${processInstance.initQuserId}
Supervising Departmentq_org9*
Stores the supervising department that handles the request. (“Organization” within the workflow platform)
Staff Leaderq_staffLeader10*
Stores the leader of the person in charge of the request. (“User” within the workflow platform)
Staff 1q_staff111
Stores the first person in charge who responds to the request. (“User” within the workflow platform)
Staff 2q_staff212
Stores the second person in charge who responds to the request. (“User” within the workflow platform)
Response Detailsq_responseDetail23
Stores the details of the request response results.
Response Summaryq_responseSummary13*
A summary of the request response results is stored.
Response Dateq_responseDate15
Stores the customer response date.
Communication Columnq_note16
Stores internal communication results, such as confirmation details to the requester and reasons for remand.
2. Supplement for designation of person in charge21
This is an explanation for the “2. Designate person in charge” task screen.
3. Supplementary Information22
This is an explanation for the “3. Response” task screen.
