RR-10 RR-10-09-02 — Freight Claims, Loss and Damage
This process handles the documentation and resolution of freight claims involving loss or damage to shipments. It ensures that all claims are processed according to railroad regulations and industry standards.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-09-02 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Freight Claims, Loss and Damage |
| Trigger | A customer reports a claim for loss or damage to their freight shipment. |
| Outcome | The claim is documented, investigated, and resolved with appropriate compensation or reparation provided to the customer. |
| Systems | Loup Logistics ShipmentVision up.com secure portal |
| Regulatory Hooks | 49 CFR Part 217 49 CFR Part 220 AAR Interchange Rules (Rule 88 and related) |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Receive Claim Notification | Account Manager / Sales Representative | up.com secure portal | Customer claim notification | Claim ticket | Claims received within 24 hours of notification | Delayed receipt of claims affecting customer satisfaction | N | Y |
| 1.2 | Initial Claim Assessment | Claims Adjuster | Loup Logistics; ShipmentVision | Claim ticket, shipment details | Assessment report | 90% accuracy in initial claim assessment | Inaccurate assessments leading to disputes | Y | N |
| 1.3 | Notify Customer of Assessment | Account Manager / Sales Representative | up.com secure portal | Assessment report | Customer notification | 95% customer satisfaction with assessment notifications | Unsatisfied customers affecting business reputation | N | Y |
| 1.4 | Investigate Claim Further | Claims Adjuster | Loup Logistics; ShipmentVision | Assessment report, additional data | Detailed investigation report | 85% completion of investigations within 3 business days | Delayed investigations affecting claim resolution times | Y | N |
| 1.5 | Determine Compensation or Reparation | Claims Adjuster | Loup Logistics; ShipmentVision | Detailed investigation report | Compensation proposal | 90% satisfaction with compensation proposals by customers | Unsatisfactory compensation leading to further disputes | Y | Y |
| 1.6 | Notify Customer of Compensation Decision | Account Manager / Sales Representative | up.com secure portal | Compensation proposal | Customer notification | 95% customer satisfaction with compensation decisions | Unsatisfied customers affecting business relationships | N | Y |
| 1.7 | Process Compensation Payment | VP-Loup (Loup Logistics) | Loup Logistics; ShipmentVision | Compensation proposal, payment details | Payment confirmation | 100% timely compensation payments | Late payments affecting customer trust | N | Y |
| 1.8 | Close Claim Case | Claims Adjuster | Loup Logistics; ShipmentVision | Payment confirmation, case details | Closed claim record | 95% closure of claims within 10 business days from notification | Open claims affecting customer service metrics | N | Y |
| 1.9 | Review and Improve Processes | VP Network Planning & Operations | Loup Logistics; ShipmentVision | Closed claim records, process feedback | Process improvement plan | 10% reduction in future claims through process improvements | Ineffective processes leading to recurring issues | Y | N |
| 1.10 | Implement Process Improvements | Service Design / Network Planning Analyst | Loup Logistics; ShipmentVision | Process improvement plan | Implemented changes | 90% successful implementation of process improvements | Failed implementations affecting claim resolution efficiency | N | Y |
| 1.11 | Monitor and Report on Process Performance | VP Network Planning & Operations | Loup Logistics; ShipmentVision | Implemented changes, performance data | Performance report | Continuous monitoring of process performance metrics | Lack of continuous improvement affecting claim resolution times | N | Y |
| 1.12 | Review and Update Regulatory Compliance | VP Network Planning & Operations | Loup Logistics; ShipmentVision | Regulatory updates, compliance status | Updated compliance plan | 100% adherence to all relevant regulations | Non-compliance with regulations affecting business operations | Y | N |
📊 KPIs & Risk Register
KPIs
Claims received within 24 hours of notification 90% accuracy in initial claim assessment 95% customer satisfaction with assessment notifications 85% completion of investigations within 3 business days 90% satisfaction with compensation proposals by customers 95% customer satisfaction with compensation decisions 100% timely compensation payments 95% closure of claims within 10 business days from notification 10% reduction in future claims through process improvements 90% successful implementation of process improvements Continuous monitoring of process performance metrics 100% adherence to all relevant regulations
Key Risks
Inaccurate initial claim assessments leading to disputes Delayed investigations affecting claim resolution times Unsatisfactory compensation proposals causing further disputes Late payments affecting customer trust Open claims impacting customer service metrics Failed process improvements reducing efficiency Non-compliance with regulations affecting operations
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.3, 1.6 Claims Adjuster · 1.2, 1.4, 1.5, 1.8, 1.9 VP-Loup (Loup Logistics) · 1.7 Service Design / Network Planning Analyst · 1.10 VP Network Planning & Operations · 1.9, 1.11, 1.12