RR-10-09-01 — US Class I Freight Railroad Process Wiki

🗺 BPMN Process Flow

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📋 Process Attributes

Process ID	RR-10-09-01
Domain Family	COMMERCIAL
L1 Domain	Commercial, Pricing & Customer Service
L2 Process Group	Freight Claims, Loss and Damage
Trigger	Detection of damage or loss to freight during transit or at terminals
Outcome	Resolution of the claim with compensation provided to the customer if justified by investigation findings.
Systems	Loup Logistics ShipmentVision UP customer portal (up.com secure portal) Wabtrax Umler TRAIN II CHARM car hire accounting Transentric
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	Report Damage or Loss	Claims Adjuster	Loup Logistics	Damage report from customer	Claim ticket	Time to first response < 4 hours	Delayed reporting due to miscommunication	N	Y
1.2	Initial Assessment	Claims Adjuster	ShipmentVision	Claim ticket	Assessment report	Assessment completed within 24 hours	Inaccurate assessment due to incomplete data	Y	N
1.3	Notify Customer	Account Manager / Sales Representative	UP customer portal (up.com secure portal)	Assessment report	Customer notification	Notification sent within 48 hours of assessment	Customer dissatisfaction due to delayed communication	N	Y
1.4	Investigate Incident	Claims Adjuster	Wabtrax	Assessment report	Investigation findings	Investigation completed within 7 days	Insufficient evidence collection	Y	N
1.5	Review Findings	VP-Loup (Loup Logistics)	Umler	Investigation findings	Review report	Review completed within 3 days of investigation	Disagreement on interpretation of evidence	Y	Y
1.6	Determine Compensation	Pricing / Yield Manager	TRAIN II	Review report	Compensation proposal	Compensation determined within 5 days of review	Complexity in valuation of damaged goods	Y	N
1.7	Notify Customer of Compensation	Account Manager / Sales Representative	UP customer portal (up.com secure portal)	Compensation proposal	Customer notification	Notification sent within 24 hours of determination	Customer disagreement on compensation amount	N	Y
1.8	Close Claim	Claims Adjuster	Loup Logistics	Customer acceptance of compensation	Closed claim record	Claim closure within 7 days of notification	Prolonged negotiations	N	Y
1.9	Update Records	Claims Adjuster	CHARM car hire accounting	Closed claim record	Updated records	Records updated within 24 hours of closure	Data entry errors	N	N
1.10	Review and Improve Process	VP Network Planning & Operations	Transentric	Closed claim record	Process improvement recommendations	Process review completed within 30 days of closure	Lack of visibility into process inefficiencies	Y	N

📊 KPIs & Risk Register

KPIs

Time to first response < 4 hours Assessment completed within 24 hours Notification sent within 48 hours of assessment Investigation completed within 7 days Review completed within 3 days of investigation Compensation determined within 5 days of review Notification sent within 24 hours of determination Claim closure within 7 days of notification Records updated within 24 hours of closure Process review completed within 30 days of closure

Key Risks

Inaccurate assessment due to incomplete data Insufficient evidence collection during investigation Disagreement on interpretation of evidence Complexity in valuation of damaged goods Prolonged negotiations leading to claim delays

Swim Lanes

Claims Adjuster · 1.1, 1.2, 1.4, 1.5, 1.6, 1.8, 1.9 Account Manager / Sales Representative · 1.3, 1.7 VP-Loup (Loup Logistics) · 1.5 Pricing / Yield Manager · 1.6 VP Network Planning & Operations · 1.10

Independently compiled from public sources. Not affiliated with, sponsored by, or endorsed by Union Pacific or any other railroad. Illustrative of US Class I practice; every system, regulation, role and metric named here traces to a sourced entry in registries/.

RR-10 RR-10-09-01 — Freight Claims, Loss and Damage