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Writing specifications for the new development of an application for complaints processing
Project duration: 2 months
Brief description
Creation of specifications for the new development of an application for complaints processing. The new development phases out an existing application which uses old technologies that are no longer supported, and which requires considerable expense for its maintenance and further development. The specifications should be used as the basis for the call for tenders in the new development.
Supplement
Documentation on the existing application as well as the application itself made available by the customer provide the basis for information on which to write the specifications. Together with the customer, the specialist processes of complaints processing are initially identified and then analyzed in detail (as-is snapshot). The analysis takes place in joint workshops with the customer and external stakeholders. Following that, the processes will be supplemented by any new requirements of the external stakeholders (to-be snapshot). As a supplement to the process analysis, all implemented functions of the existing application will be identified and also recorded as requirements in the specifications.
Subject description
Complaints are registered at the incoming goods point and instigate what is referred to as the complaints process. The process involves checking whether the complaint is justified. Following that, a decision is taken regarding what should happen with the complaint. For example, the goods subject to complaint can be sent back to the supplier, received or reprocessed. At the end of the complaints processing, the costs that have arisen during the settlement of the complaint (e.g. reworking costs) are renegotiated with the parties responsible (e.g. supplier) and are invoiced.
Overview
- Industries services
- Specialist tasks auditing of accounts, BPM: process design, customs clearance, incoming goods, outgoing goods, returns, warehouse management
- DV tasks concept
- System environment Internet/Intranet, organizational consulting
- Procedure model customer standard
Project period01.11.2015 - 15.01.2016
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
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