PEGA PRPC

Scenario Overview

An airline company is looking for a PRPC implementation to administer their Frequent Flyer Program called Sky-Kilometers.

Actors

1. Frequent Flyer Member – Can access and administer their account online, is able to use services such as request missing kilometers, file complaints, etc.

2. Customer Service Representative (CSR) – Acts on the requests from Frequent Flyer Members

3. Benefits Manager – Manages benefits and rules associated with the benefits. They can also run reports and handle all escalations by CSR’s

4. Customer Service Manager – Decides on disciplinary actions for complaints. They can also run reports

Process Overview

Frequent Flyer members should be able to:

View their flight history

Update their contact and personal information File a complaint request

Request missing kilometers

Detailed Requirements

Members of the Sky Kilometers program login to Sky Kilometers’ PRPC application where they can view their member ID, membership status, and total kilometers.

The system assigns the membership status: Silver, Gold or Platinum based on kilometers accumulated.

View recent account activity

The recent account activity view displays the flights flown by the member with the number of kilometers flown as well as the number of kilometers awarded for each flight.

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The users can update their contact information such as their home and cell phone numbers and email. They can also update their payment information such as their credit card number, expiration date and CVV number.

Enter a missing kilometers request

Enter a request for missing kilometers consisting of origin and destination, and the date. Requests for missing kilometers are sent to a work basket. The Get Next Work functionality is used to retrieve work from the work basket. Requests are prioritized after member status and request date (oldest first).

The requests for missing kilometers are sent to a CSR who either approves or rejects it. The member is notified of the result by email.

Enter a Complaint

Enter a complaint consists of a category and a description. Complaints are categorized in: Crew behavior, cleanliness, flight delays, and other. A complaint is assigned to a CSR who can escalate it to the Benefits Manager, or reject it. The Benefits Manager can reward bonus kilometers for complaints. The Frequent Flyer Member receives an email response to his complaint, unless it was rejected. If the complaint is related to crew behavior an additional process is started in parallel allowing a Customer Service Manager to review the complaint and take disciplinary actions if necessary. The claim is closed when both processes are complete.

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Complaints submitted are sent to the CSR with least amount of work in the work list for review. In addition, complaints for crew behavior are routed to the Customer Service Manager for review and possible disciplinary actions. This is an independent process that takes place in parallel.

There is one Benefits Manager for each complaint category. The Benefits Manager can reward the member according to the table below. The option is to reward or not.

The member must be notified via email when the complaint is approved.

All CSR’s must resolve work according to the following schedule: Goal : 5 mins , Late:10 mins, Deadline: 15 mins. If the CSR cannot resolve work as per this schedule the work must be escalated to the work group manager.

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The system receives flight history data over an HTTP service. The incoming data is in comma-separated-value (CSV) format. Create Test Operators for Frequent Flyer members, CSRs, Benefit Managers and Customer Service Managers. Use the following format and run the Service rule to populate the kilometers for the Frequent Flyer members for unit testing.

OperatorID,FlightNo,Date

For Example: [email protected],123,06/25/2012

All flight numbers with origin and destination operated by the airline are retrieved through a SOAP service. The service is not yet available, but its interface is defined in the attached WSDL file. Until the external service is available, use the following table as simulation data.

Additional Requirements

The enrollment process of Frequent Flyer Members is not handled in the application. There are no plans to extend this application in the future so there is no need for an implementation layer.

Their total kilometers and status is visible at all times. The application is the system of record (SOR) for status.

Members earn status kilometers based on the actual kilometers accrued during their travel. Members receive a 100% bonus for flights originating in Boston and a 50% bonus for flights originating in London. Other flights do not receive a bonus. However, the total kilometers display the actual kilometers flown.

There is no requirement for the members to see immediate updates to their account if they are logged in while their flight history is updated. Requests with an unknown member are ignored.

The status is calculated based on the kilometers flown in the current calendar year. The status is valid from the date the status is obtained until the end of the following calendar year.

If total kilometers are between 25,000 and 50,000 set user status to Silver If total kilometers are between 50,000 and 75,000 set user status to Gold If total kilometers are over 75,000 set user status to Platinum

Screen Mockups

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CSR Portal

Manager

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Update Contact Information

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Complaint Request

Disciplinary Action

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Unresolved complaints, sorted by age to display Age, Complaint ID, Description, customer

All complaints from the last 60 days grouped by type

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