Start / Trigger

Damage report including invoice is received from workshop

Upstream processes

Repair process in workshop

Suppliers / Interfaces

Workshop delivers invoice damage report

Input

Invoice & customers fuselage data

Process owner

@Daniel Alile

Process manager

@Cedric Pumpe

Process participants

• Claims department

• External audit service provider

• Workshop

Brief description

The customer has the option of having damage to a vehicle window processed directly by a cooperation workshop. The workshop provides all necessary information via a common interface. An external service provider checks the validity of the damage amount. At the end of claims processing, the amount is paid to the workshop that has made the advance payment.

Process objectives

• High dark processing rate of claims received in cooperation workshops

• Workshop receives uncomplicated remuneration

• High customer satisfaction due to advance performance by the workshop

• Short throughput times for individual damages

Measurement parameters for target achievement

• Dark processing quota

• Average process runtime

Linked documents

Rule: Decide if invoice inspection necessary

End of process

Amount is paid to workshop or manual clarification is initiated

Downstream processes

Redevelopment audit

Customers

• Workshop

• Customer

• Audit service provider

Result / Output

Payment order to workshop