Read the case study:
Sears Repair Service customers can purchase a three-year service contract when purchasing appliances that provides free repair service and parts. When a customer needs Sears’ appliance repair
service they call for an appointment that make take up to two weeks. The repairman arrives and diagnoses the problem. If the repair requires a new part, the repairman will replace it if he is
carrying it on his truck. If he doesn’t have the part on hand, he must order it. If the part is not in stock at Sears, it is ordered and sent to the customer. After the part arrives, the customer
must make another appointment to have the repair technician replace the part. It make take 2 weeks to schedule the first repair visit, another 2 weeks to order and receive the part, and another
week to schedule a second repair visit after the part has been received.
2.Draw a diagram of the existing process.
3.Write a short report in a standard essay form based on the following g guiding questions: What is the impact of the existing process on Sears’ operational efficiency and customer relationships?
What changes could be made to make this process more efficient? How could information systems support these changes?
4.Draw a diagram of he new improved process you recommend.