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© 2007 Pearson Education

© 2007 Pearson Education

Flowchart of Telephone Ordering Process Solved Problem 1

   Create a flowchart for the following telephone-ordering process at a retail chain that specializes in selling books and music CDs. It provides an ordering system via the telephone to its time-sensitive customers besides its regular store sales.

First, the automated system greets customers and identifies whether they have a tone or pulse phone. Customers choose 1 if they have a tone phone; otherwise, they wait for the first available service representative to process their request. If customers have a tone phone, they complete their request by choosing options on the phone.

The system checks to see whether customers have an existing account. Customers choose 1 if they have an existing account or choose 2 if they want to open a new account. Customers wait for the service representative to open a new account if they choose 2.

Next, customers choose between the options of making an order, canceling an order, or talking to a customer representative. If customers choose to make an order, then they specify the order type as a book or a music CD, and a specialized customer representative for books or music CDs picks up the phone to get the order details. If customers choose to cancel an order, then they wait for the automated response. By entering the order code via phone, customers can cancel the order.

The automated system says the name of the ordered item and asks for the confirmation of the customer. If the customer validates the cancellation of the order, then the system cancels the order; otherwise, the system asks the customer to input the order code again.

After responding to the request, the system asks whether the customer has additional requests; if not, the process terminates.

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