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