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...