Customer Service - Device Repair Process (sp2020)

This event log is from a service process of a home appliances vendor for repairing faulty devices.

Attributes

• CASE_ID: Unique Case Identifier of the Service order
• ACTIVITY: Label of the process step (see description of process)
• TIMESTAMP: Time when the activity was finished
• REPAIR_IN_TIME_5D: Flag that indicates if the service level was met (i.e. repair completed within 5 days)
• DEVICETYPE: Unique identifier for each product (the first two letter indicate the device type)
• SERVICEPOINT: Unique identifier for the service partner responsible for the repair

Description of the process activities

• Creation: A service order has been created by the hotline or on-site at the service counter
• Letter: The letter to the customer has been printed
• DeviceReceived: Parcel with the customer's device has been received
• StatusRequest: Customer has requested a status update (by phone)
• Completed: Repair of the device has been completed and it is ready for shipping
• Transmission: Estimate of the repair costs has been sent to the customer
• Approved: Cost estimate has been approved by the customer
• NoteHotline: The hotline has made a remark in the service order
• NoteWorkshop: The workshop has made a remark in the service order 
• StockEntry: Used spare parts have been booked as taken from the warehouse
• InDelivery: Device has been sent to customer
• Freeticket Cust/ Freeticket Comp: can be ignored/legacy