Assume you are in charge of a project to develop processes that will enable a call center to hand... Assume you are in charge of a project to develop processes that will enable a call center to handle incoming calls effectively. At this moment, you are working on complaint-handling procedures. Your enterprise wants to employ the following process for handling called-in complaints. First, when a call arrives, a determination must be made to see if it is a complaint. If it is not a complaint, it should be routed to the appropriate department that can handle the caller’s issues. If it is a complaint, then the nature of the complaint needs to be identified. At your enterprise, two well-established lines of complaints often arise: those dealing with the enterprise’s products, and those dealing with its processes. Product and process complaints should be routed to the Product and Process Departments respectively. Sometimes it happens that novel complaints arise that address neither products nor processes. These complaints are given special treatment, and are routed to a Senior Supervisor, who will determine how to deal with them.
a. Capture the complaint handling process described above using structured English.
b. Capture the call handling process described above using a decision table.
c. Create a flow chart to capture the call-handling process described above
d. Create a context diagram to capture the call-handling process described above