Escalation Process

<graphviz> digraph {

size ="15,15";

"Order Fulfillment \n Escalation"[shape= doubleoctagon,style=filled, fillcolor="LightSteelBlue"];

"PI?"[shape=pentagon,fontcolor="white", style=filled, fillcolor="FireBrick"]; "See PI PC"[shape= doubleoctagon,style=filled, color="black", fontcolor="white", fillcolor="darkolivegreen4"];

"Determine nature \n of escalation"[shape=Mdiamond, style=filled, fillcolor="LightGrey"];

"Consumer disputes \n warranty status"[shape=box, style=filled, fillcolor="LightSteelBlue"]; "Consumer disputes \n sending any/all \n requirements"[shape=box, style=filled, fillcolor="LightSteelBlue"]; "Consumer disputes \n S&H charges"[shape=box, style=filled, fillcolor="LightSteelBlue"]; "Consumer demands \n expedited shipping"[shape=box, style=filled, fillcolor="LightSteelBlue"];

"QI or CC?"[shape=box, style=filled, fillcolor="Wheat"]; "QI & CC"[shape=pentagon,fontcolor="Black", style=filled, fillcolor="Wheat"]; "Consult PI Specialist"[shape=box, style=filled, fillcolor="Wheat"]; "Consult CS Analyst"[shape=box, style=filled, fillcolor="Wheat"]; "Request photo \n which clearly shows \n cord severed \n from unit"[shape=box, style=filled, fillcolor="Wheat"]; "Photo provided?"[shape=Mdiamond, style=filled, fillcolor="Wheat"]; "Inform consumer \n order will ship \n within 48 hours \n via UPS ground"[shape=box, style=filled, fillcolor="Wheat"]; "Submit expedited \n order request to \n Spectrum CS Analyst"[shape=box, style=filled, fillcolor="Wheat"]; "Is expedited \n shipping justified?"[shape=Mdiamond, style=filled, fillcolor="Wheat"];

"Normal warranty transaction"[shape=box, style=filled, fillcolor="LightGrey"]; "Request consumer \n cut line cord \n on current unit"[shape=box, style=filled, fillcolor="LightGrey"]; "Check product \n availability"[shape=box, style=filled, fillcolor="LightGrey"]; "Continue Order Fulfillment Process"[shape=box, style=filled, fillcolor="LightGrey"]; "Waive Charges"[shape=box, style=filled, fillcolor="LightGrey"]; "Determine appropriate \n substitute product"[shape=box, style=filled, fillcolor="LightGrey"];

"Warranty \n transaction type?"[shape=Mdiamond,style=filled, fillcolor="LightGrey"]; "Number of \n previous \n replacements?"[shape=Mdiamond,style=filled, fillcolor="LightGrey"]; "Date Code \n within 5 years\n of current date?"[shape=Mdiamond,style=filled, fillcolor="LightGrey"]; "Number \n of previous \n replacements?"[shape=Mdiamond,style=filled, fillcolor="LightGrey"]; "Previous \n warranty orders \n from consumer?"[shape=Mdiamond, style=filled, fillcolor="LightGrey"]; "Can consumer \n provide date code?"[shape=Mdiamond, style=filled, fillcolor="LightGrey"]; "Received \n Requirements \n Previously?"[shape=Mdiamond, style=filled, fillcolor="LightGrey"] "Warranty \n transaction type?"[shape=Mdiamond,style=filled, fillcolor="LightGrey"]; "Is product in stock?"[shape=Mdiamond,style=filled, fillcolor="LightGrey"];

"Inform consumer \n 1) we must receive requirements; or, \n 2) warranty has expired"[shape=box, style=filled, fillcolor="LightGrey"]; "Process/Release \n Replacement \n Product Order"[shape=box, style=filled, fillcolor="LightGrey"];

"CS Analyst- \n Requests \n expedited shipping \n via sample order"[shape=box, style=filled, fillcolor="darkolivegreen1"]; "Replace?"[shape=Mdiamond, style=filled, fillcolor="darkolivegreen1"];

{ edge [color="firebrick"] "Order Fulfillment \n Escalation" -> "PI?"; "PI?" -> "See PI PC"[label="Yes"]; "PI?" -> "Determine nature \n of escalation"[label="No"];

"Determine nature \n of escalation"-> "Consumer disputes \n warranty status" "Consumer disputes \n warranty status" -> "Warranty \n transaction type?" "Warranty \n transaction type?" -> "QI & CC" "QI & CC" -> "QI or CC?" "QI or CC?" -> "Consult PI Specialist" [label="CC"]; "QI or CC?" -> "Consult CS Analyst" [label="QI"];

"Consult CS Analyst" -> "Replace?"

"Consult PI Specialist"-> "Replace?"; "Replace?"->"Inform consumer \n 1) we must receive requirements; or, \n 2) warranty has expired"[label="No"]; "Replace?"->"Process/Release \n Replacement \n Product Order"[label="Yes"];

"Warranty \n transaction type?" -> "Normal warranty transaction" "Normal warranty transaction" -> "Number of \n previous \n replacements?"; "Number of \n previous \n replacements?" -> "Inform consumer \n 1) we must receive requirements; or, \n 2) warranty has expired"[label="2+"]; "Number of \n previous \n replacements?" -> "Date Code \n within 5 years\n of current date?"[label="0-2"]; "Date Code \n within 5 years\n of current date?"->"Inform consumer \n 1) we must receive requirements; or, \n 2) warranty has expired"[label="No"];

"Date Code \n within 5 years\n of current date?"->"Process/Release \n Replacement \n Product Order"[label="Yes"]; "Inform consumer \n 1) we must receive requirements; or, \n 2) warranty has expired" -> "Continue Order Fulfillment Process";

"Determine nature \n of escalation"-> "Consumer disputes \n sending any/all \n requirements"; "Consumer disputes \n sending any/all \n requirements"-> "Previous \n warranty orders \n from consumer?"; "Previous \n warranty orders \n from consumer?"-> "Can consumer \n provide date code?"[label="No"]; "Previous \n warranty orders \n from consumer?"-> "Received \n Requirements \n Previously?"[label="Yes"]; "Can consumer \n provide date code?"-> "Request consumer \n cut line cord \n on current unit"[label="Yes"]; "Received \n Requirements \n Previously?"-> "Can consumer \n provide date code?"[label="Yes"]; "Received \n Requirements \n Previously?"-> "Number \n of previous \n replacements?"[label="No"];

"Number \n of previous \n replacements?"-> "Inform consumer \n 1) we must receive requirements; or, \n 2) warranty has expired"[label="3+"]; "Number \n of previous \n replacements?"-> "Request photo \n which clearly shows \n cord severed \n from unit"[label="1-2"];

"Can consumer \n provide date code?"-> "Request photo \n which clearly shows \n cord severed \n from unit"[label="No"]; "Request photo \n which clearly shows \n cord severed \n from unit"->"Photo provided?"; "Photo provided?"-> "Inform consumer \n 1) we must receive requirements; or, \n 2) warranty has expired"[label="No"]; "Photo provided?"-> "Process/Release \n Replacement \n Product Order"[label="Yes"]; "Determine nature \n of escalation"-> "Consumer disputes \n S&H charges" "Consumer disputes \n S&H charges"-> "Waive Charges" "Waive Charges"-> "Process/Release \n Replacement \n Product Order" "Process/Release \n Replacement \n Product Order"-> "Continue Order Fulfillment Process"

"Request consumer \n cut line cord \n on current unit"-> "Process/Release \n Replacement \n Product Order"

"Determine nature \n of escalation"-> "Consumer demands \n expedited shipping" "Consumer demands \n expedited shipping"-> "Is expedited \n shipping justified?" "Is expedited \n shipping justified?"-> "Check product \n availability"[label="Yes"]; "Is expedited \n shipping justified?"-> "Inform consumer \n order will ship \n within 48 hours \n via UPS ground"[label="No"]; "Inform consumer \n order will ship \n within 48 hours \n via UPS ground"->"Continue Order Fulfillment Process";

"Check product \n availability"-> "Is product in stock?"; "Is product in stock?"-> "Submit expedited \n order request to \n Spectrum CS Analyst"[label="Yes"]; "Is product in stock?"-> "Determine appropriate \n substitute product"[label="No"]; "Determine appropriate \n substitute product"-> "Submit expedited \n order request to \n Spectrum CS Analyst"; "Submit expedited \n order request to \n Spectrum CS Analyst"-> "CS Analyst- \n Requests \n expedited shipping \n via sample order"; "CS Analyst- \n Requests \n expedited shipping \n via sample order"-> "Continue Order Fulfillment Process"; "Continue Order Fulfillment Process"-> "Escalation End" }

} </graphviz>