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13. Appendix 3: Alerts, cases and business indicators
Some processes do not respect the 4-unit rule: they involve a sequence of activities, either over different time periods, or involving different players. These processes must also be controlled – but without introducing strong coupling between FS. To achieve this, we introduce the concepts of alerts and cases.
Treatments that do not comply with the 4-unit rule are sequences of activities with discontinuities:
Temporal: this is the case when there are unavoidable interruptions in the processing sequence, for example when a customer needs to be asked for additional information;
of actors: this is the case when an actor is not empowered for the whole of a processing operation; for example, a call center employee registers a customer request, which will be taken into account by another...
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Appendix 3: Alerts, cases and business indicators