## 5 Case Study
### Creating BPM Accimap Model
#### 5.5.2 Identifying BPM Factors  
Based on the complaint handling process management problems identifying from the PM diagnosis results, we can identify the business process management factors of CHS with the help of two CHS experts in the company; as a result, 42 complaint handling process management factors are identified, as shown in Table 2. \begin{table}
\begin{tabular}{c c c c c c} \hline \hline
**Number** & **BPM Problems** & **Number** & **BPM Problems** & **Number** & **BPM Problems** \\ \hline \multirow{4}{*}{8} & Lack of Protection & & Recruitment System & & \multirow{2}{*}{36} & Insufficient \\  & System of Customer & & & Needs to be & & Authorization of \\  & Rights in the & & Improved & & Headquarters to \\  & Company & & & & Branches \\ \hline \multirow{4}{*}{9} & Lack of Protection & & & Sales Management & \multirow{2}{*}{37} & Poor Normativity of \\  & System of Customer & & & Regulations Needs to & & Telephone \\  & Rights in Related & & & be Improved & & Terminology \\  & Companies & & & & & \\ \hline \multirow{4}{*}{10} & Ignoring Customers’ & & Poor Service & \multirow{2}{*}{38} & Sales Strategy and \\  & Demands & & & Consciousness of & & Idea Need to be \\  & & & Salesmen & & Improved \\ \hline \multirow{4}{*}{11} & Unreasonable & & & Lack of & \multirow{2}{*}{39} & \multirow{2}{*}{Poor Normativity of \\  & Assignment of Tasks & & & System of R\&D & CHS process \\  & & & Department & & \\ \hline \multirow{4}{*}{12} & Role Interaction & & Lack of & \multirow{2}{*}{40} & \multirow{2}{*}{System of Tracking \\  & Processes Need to be & & & System of Financial & \\  & Optimized & & & Department & & Need to be Improved \\ \hline \multirow{4}{*}{13} & Lack of Related Laws & & Lack of & \multirow{2}{*}{41} & \multirow{2}{*}{Lack of CHS \\  & Training of Branch & & & System of \\  & Companies & & Manufacturing & & Emergency Plan \\  & & & Department & & \\ \hline \multirow{4}{*}{14} & Changeable Physical & & Lack of Related Laws & \multirow{2}{*}{42} & Reliability of \\  & environment & & Training of & & Technicians’ \\ \cline{1-1}  & & & Headquarters & & Equipment Need to \\ \cline{1-1} \cline{3-5} \cline{7-7} \multicolumn{1}{c}{} & & & & & be Guaranteed \\ \hline \hline \end{tabular}
\end{table} 
Table 1: _Cont._ \begin{table}
\begin{tabular}{c c c c c} \hline \hline
**Number** & **BPM Factors** & **Number** & **BPM Factors** & **Number** & **BPM Factors** \\ \hline \multirow{4}{*}{1} & Case Statistical & & Service & \multirow{2}{*}{29} & Monitoring of Fake \\  & System & & & Technician & \\ \hline \multirow{4}{*}{2} & Demographic & & Logistics of the & \multirow{2}{*}{30} & \multirow{2}{*}{Brand Monitoring} \\  & Characteristics & & Company & & \\ \hline \multirow{4}{*}{3} & Product Differences & 17 & Service of Logistics & \multirow{2}{*}{31} & Complaint Handling \\  & Rights in the & & Company & & System \\  & Company & & & & \\ \hline \multirow{4}{*}{4} & Service Differences in & & Monitoring of & \multirow{2}{*}{32} & Evaluation of \\  & Sales Channels & & Branch Companies & & Result \\ \hline \multirow{4}{*}{5} & Customer Rights & 19 & Business Training of & \multirow{2}{*}{33} & Normativity of \\  & Law & & Technician & & Customer \\ \hline \hline \end{tabular}
\end{table} 
Table 2: Complaint handling process management factors. After obtaining the 42 complaint handling process management factors, we can create the complaint handling process management Accimap model, as shown in Figure 15. In the Accimap model, we can find that the BPM factors are positioned in five levels, regulatory bodies, related companies, site management, site personnel, and equipment environment.