an example of process

There are many ways in which a routine maintenance process can take place. It can have different actors, modalities, rationales. Mimuv was conceived to adapt to these elements in every different case, following the specific needs of each one.

Let’s look at an example of one of the possible organizational models.

A citizen contacts the call centre to register a complaint: there is a rather large pothole in the street paving. The call-centre operator records the complaint and delegates the technician for that zone (known as the “executor”) to verify the problem on site. When accomplishing this task, the operator does not need to know what organizational model is used for that specific type of complaint in that specific spot: the application guides him through the process of recording the onsite inspection and tells him what technician is responsible. The technician goes on site and personally inspects the problem. If there is a need for intervention, he asks for authorization to proceed with organizing construction, providing the necessary documentation (a photograph of the problem, the project, the cost estimate etc.) The construction manager evaluates the proposal, and if necessary, orders the work to be done. The work is then completed and the executor sends a request for validation to the construction manager with the required documentation. The construction manager verifies the entire process. When the process is completed, the call centre (both in the case the work was required and completed, or in the case the evaluation went otherwise) is informed and in turn notifies the citizen.
In this system, each case has its own peculiarities and it is the process that adapts to the requirements, not vice-versa. From the reception of complaints to the completion of the intervention, every phase of the process becomes part of the system. In this way Mimuv standardizes the maintenance process, developed on the basis of local reality and on criteria defined by the various administrators of the area, divided into zones, adapting to the different organizational modes. In addition, the inspection and assessment process are integrated into the management process.