RR-10 RR-10-07-01 — Customer Service Center and Shipment Tracing
This process involves tracking and managing customer shipments for a US Class I freight railroad, ensuring timely updates to customers through various communication channels.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-07-01 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Customer Service Center and Shipment Tracing |
| Trigger | Customer inquiry or shipment status request via the UP.com secure portal, Loup Logistics, or ShipmentVision. |
| Outcome | Successful completion produces accurate and up-to-date shipment status information provided to the customer, enhancing customer satisfaction and service quality. |
| Systems | NetControl I-ETMS Umler TRAIN II CHARM EHMS up.com secure portal Loup Logistics ShipmentVision Wabtrax |
| Regulatory Hooks | 49 CFR Part 232 GCOR 6.28 |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Receive Customer Inquiry | Dedicated Logistics Representative (Loup) | up.com secure portal; Loup Logistics; ShipmentVision | Customer inquiry or shipment status request | Acknowledgment of receipt and assignment to a logistics representative | Response time within 5 minutes | Handling unexpected high volume of inquiries | N | Y |
| 1.2 | Validate Shipment Data | Account Manager / Sales Representative | Umler; TRAIN II | Shipment details from the customer inquiry | Validated shipment data | Data validation accuracy rate above 98% | Inaccurate or missing data in Umler | Y | N |
| 1.3 | Query Shipment Status | Dedicated Logistics Representative (Loup) | NetControl; I-ETMS; Wabtrax | Validated shipment data | Shipment status report | Status update accuracy rate above 95% | Delayed or missing status updates from NetControl | N | Y |
| 1.4 | Review Shipment Status | VP-Loup (Loup Logistics) | CHARM; EHMS | Shipment status report | Reviewed and approved shipment status | Review time within 10 minutes | Complex or unusual shipment statuses requiring detailed review | Y | N |
| 1.5 | Prepare Customer Response | Dedicated Logistics Representative (Loup) | up.com secure portal; Loup Logistics; ShipmentVision | Reviewed and approved shipment status | Customer response email or message | Response accuracy rate above 98% | Handling customer dissatisfaction due to delays | N | Y |
| 1.6 | Send Customer Response | Account Manager / Sales Representative | up.com secure portal; Loup Logistics; ShipmentVision | Customer response email or message | Sent customer response | Response delivery rate above 99% | Technical issues with up.com secure portal | N | Y |
| 1.7 | Monitor Shipment Progress | Dedicated Logistics Representative (Loup) | NetControl; I-ETMS; Wabtrax | Sent customer response | Continuous monitoring of shipment progress | Progress monitoring frequency every 30 minutes | Real-time data availability issues | Y | N |
| 1.8 | Update Customer on Progress | Account Manager / Sales Representative | up.com secure portal; Loup Logistics; ShipmentVision | Continuous monitoring of shipment progress | Updated customer response email or message | Progress update frequency every 2 hours | Handling frequent status changes | N | Y |
| 1.9 | Final Shipment Status Confirmation | VP-Loup (Loup Logistics) | CHARM; EHMS | Updated customer response email or message | Final shipment status confirmation | Confirmation accuracy rate above 98% | Complex or unusual final statuses | Y | N |
| 1.10 | Close Customer Case | Dedicated Logistics Representative (Loup) | up.com secure portal; Loup Logistics; ShipmentVision | Final shipment status confirmation | Closed customer case | Case closure time within 1 hour of final update | Handling unresolved issues during closure | N | Y |
| 1.11 | Review and Document Process | VP Network Planning & Operations | NetControl; I-ETMS | Closed customer case | Process review document | Review completion rate above 95% | Detailed process documentation | Y | N |
| 1.12 | Update Process Improvements | Service Design / Network Planning Analyst | NetControl; I-ETMS | Process review document | Updated process improvements | Improvement implementation rate above 80% | Implementing changes in a timely manner | N | Y |
📊 KPIs & Risk Register
KPIs
Response time within 5 minutes Data validation accuracy rate above 98% Status update accuracy rate above 95% Review time within 10 minutes Response delivery rate above 99% Progress monitoring frequency every 30 minutes Progress update frequency every 2 hours Confirmation accuracy rate above 98% Case closure time within 1 hour of final update Review completion rate above 95% Improvement implementation rate above 80%
Key Risks
Handling unexpected high volume of inquiries Inaccurate or missing data in Umler Delayed or missing status updates from NetControl Complex or unusual shipment statuses requiring detailed review Handling customer dissatisfaction due to delays
Swim Lanes
Dedicated Logistics Representative (Loup) · 1.1, 1.3, 1.5, 1.6, 1.7, 1.8, 1.10 Account Manager / Sales Representative · 1.2, 1.4, 1.9, 1.11 VP-Loup (Loup Logistics) · 1.5, 1.8, 1.10 VP Network Planning & Operations · 1.11 Service Design / Network Planning Analyst · 1.12