Dispatch a field service visit
Process map by Brian. 24 steps, 2 layers. Tags: business, service.
- Customer: Reports a problem that needs a visit
- Dispatcher: Create a work order with the issue and the address
- Dispatcher: Pick the best technician: skills, location, availability
- Field technician: Accepts the job?
- Dispatcher: Book a time window with the customer
- Field technician: Check which parts are needed
- Field technician: Are they all on the truck?
- Field technician: Drive over and confirm arrival
- Field technician: Diagnose and repair
- Field technician: Fixed?
- Customer: Signs off on the work
- Field technician: Close the work order with notes, time and parts
- Dispatcher: Send the service report and the invoice
- Field technician: Book a follow-up visit or call a specialist
- Parts warehouse: Ship the parts to the technician or the customer
- Dispatcher: Reschedule the visit around the parts
- Dispatcher: Reassign to the next technician