Draw the BPMN model The process starts with applicant contacting BISMARS callcentre to express their interest in adopting a pet.

Draw the BPMN model
The process starts with applicant contacting BISMARS call‐centre to express their interest in adopting a pet. The first step for the call‐centre is to record the applicant’s details in digital form on a computer. If an applicant has already decided about the type of the animal they want to adopt, then call‐centre will update their details into a database and then will redirect their phone call to relevant sections of which there are two: Feline and Canine. Each of the sections first will try to make an appointment for the applicant to visit them. If the applicant (e.g. the Christensen family) is unsure about the type of pet they want, then the phone call will be redirected to Lead Adoption consultant (Felicity). The lead consultant will make an appointment with the applicant. During that appointment, two specialists will be present to help the applicant with their adoption choice, which is a whole process by itself. After this consultation process is finished, the applicant will need to take some time to think and then call BISMARS with their choice of pet.
An applicant to the feline section will be guided to the feline consultation room that is booked upon their call. Then, a feline specialist will give the applicant an information sheet covering cat adoption pros and cons and associated responsibilities. After that, the feline specialist will ask the applicant to fill out a questionnaire. The questionnaire can have two different outcomes to be considered by the feline specialist for the next step. If the applicant indicates their confidence in their lifestyle and environment suitability for a cat, then the adoption process will go ahead. If the applicant is not sure of the suitability of their lifestyle and environment, then a property check should be conducted by a feline specialist to ensure this condition is met. If the property check results are positive then the adoption process will continue to next step. If the property check results are negative and the applicant’s environment is considered unsuitable for a cat, then the feline specialist will make a report and will update the applicant database. The application process will be terminated at this point with no conclusion.
In the case of a positive outcome to the property check or if the applicant declares himself or herself as suitable in questionnaire, the feline specialist will first update the applicant database. Then, he/she shows the available kittens/cats ready for adoption and will explain the cats’ behaviours to assist the applicant with their choice at the same time. If the applicant successfully decides on their choice of cat, then the feline specialist fills out the final application form and obtains the applicant’s signature. The applicant will then pay the adoption fee and the specialist receives the payment notice from SH_Financials as the approval to payment. The finance and accounting of BISMARS is outsourced to an external company called SH_Financials and consequently, the payment process in that company is outside the control of BISMARS and therefore no detail is available to BA.
In case of no final decisions, the specialist will make an interim report and the adoption process completes with no conclusion. The applicant then takes the adopted kitten/cat home and the feline specialist helps with preparation. As a next step, specialist updates the “feline database” as well as “successful stories” database and the process is completed.

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