Description of the Business Process to be Modeled and ImprovedABC is a pharmaceutical and medical device manufacturing company in the United States

Description of the Business Process to be Modeled and ImprovedABC is a pharmaceutical and medical device manufacturing company in the United States. As with all such companies, it has a process for handling service and complaint issues with its products, which are sold through both retail stores like pharmacies and medical organizations like hospitals and doctors’ offices. Currently there are separate toll-free phone numbers that consumers, retail stores and medical organizations can call, depending on whether or not the issue is related to the servicing of a medical device or a complaint about any of the company’s products. If the request is for servicing of a medical device, the request is recorded in a file for “service requests” and forwarded to the Service Department. The Service Department is responsible for handling these requests and for recording all service requests and their final resolution. If the call concerns a complaint about a product, the complaint is recorded in a file for “complaints”, and then forwarded to the department of that product’s product manager. The Product Managers are responsible for resolving the issue, as well as assessing if there is a general problem with a product that may impact consumer safety and require a product recall. If that assessment or any service requests indicate that there is a general problem that could impact safety, that information is immediately sent to the Product Safety and Recall Department. When a service problem or complaint is resolved, the appropriate departments provide feedback to the source of the service request or complaint about how it was resolved.Need for ImprovementA review of how these departments resolve issues, assess safety problems, and provide feedback to consumers, retail and medical organizations revealed inconsistencies in the handling of issues. In particular, the review found that due to the volume of complaints about some products, the identification of a general problem that could impact consumer safety was delayed. Sometimes the difference between a service request and a complaint was not clear to the person contacting the company, and so some service requests appear routine, but really indicate a complaint that involves consumer safety. Moreover, not every department notified the source of a complaint of the resolution of an issue, and there was no internal control to be sure that all complaints were resolved in a timely fashion, with feedback sent to the person or organization that raised the complaint.This manufacturer needs to improve on the current inconsistent handling of service and complaint issues related to its marketed products. From both regulatory and business liability perspectives, it is critically important to companies in this industry that they have robust and compliant drug and medical device safety monitoring processes. ABC wants to centralize and optimize its service and complaint handling process, so that consumer safety problems are identified as quickly as possible and that there is a process in place to assure that all complaints and service requests are resolved, with feedback to the source of a complaint or service request.Requirements for the Assignment:Draw an as-is process model using BPMN notation.Consider: what can be improved in this process? Identify TWO things that can be improved in the process. You can describe what you are improving in a separate Word file or by inserting a text box in the to-be model.Draw a to-be process model using BPMN notation that reflects the TWO improvements you described above.