Who wants what?
Customer: Customer Gets Cab
How do they get it?
1) Customer calls / uses internet site / flags cab down.
What else could happen?
a) Phone is busy
§ Set up an automated phone message to put client on hold
b) No answer
§ Set up an automated phone message to refer client to website
c) Website is down
§ Refer to 1-800 number, from website
2) Dispatcher finds cab.
Assumptions:
o Address, Phone #, Number of Riders, Name, Time
o When dispatcher is trying to look for a cab (step 2), dispatcher never calls any cab. Dispatcher only calls a cab in step 3, “Dispatcher calls/dispatches cab”
o The dispatcher’s task of looking for a cab is completed when he has chosen a particular cab and determined it’s availability
What else could happen?
a) Can’t find an open cab
§ All cabs are busy à Get the next available cab
§ No cabs present à Recommend alternative
b) Customer changes order (through phone or walk-in)
§ Customer cancels à Stop looking for a cab
§ Customer changes number of people à Start over
c) Incomplete info from customer
§ Try to contact customer to complete info
3) Dispatcher calls/dispatches cab.
What else could happen?
a) Problem communicating with cab
§ Treat this cab as disabled
b) Cab is disabled (flat tire, etc)
§ Cab removed from the system as one that is not currently running at all, dispatcher get next available cab
§ Cab is placed in a special queue that will save the cabbies place in line, and the dispatcher gets the nest available cab
c) Cabbie does not know location to be dispatched to
§ Should be an exclusive routing system to deal with this, use that.
§ Dispatcher gives directions to cabbie (system has access to map-quest or equivalent).
4) Driver picks up customer.
5) Driver takes customer to destination.
What else could happen?
a) Car breaks down / immobilized
§ Notify dispatcher over CB/network
§ Let person pay and leave if possible
§ Request new cab if customer desires
b) Customer changes destination
§ Change destination with dispatcher / system
c) Legal debacle (failure of payment)
§ Override availability – through system or dispatcher
§ Signal “off-duty”
§ Emergency button – “911”
d) Cabbie gets lost
§ Reference on board map display
§ Call dispatcher for directions
e) System failure
§ Onboard PC failure à Call dispatcher on CB
§ CB failure à Call dispatcher on Network
§ Other failure à default cab to immobilized state
f) Cab driver immobilized
§ Hit 911 button on display
6) Customer pays
What else could happen?
a) Customer tries to pay with check
§ Collect name and address
§ Deal with on a case by case basis à override paid
b) Credit card reader fails
§ Punch in number by hand
§ Log number, review later
c) Credit card rejected
§ Try other method (cash)
§ Collect name and address
Also see cases C, E, & F from Level 2, #5
7) Driver calls dispatcher (via radio / telephone / console in cab).
Assumptions: States: Free, Busy, Accident, Customer didn’t show, Customers destination not valid, Traffic, Emergency
What else could happen?
a) System is down
§ Have a backup system
§ Have a detailed error message
b) No radio connection
§ Have a robust radio system
c) No telephone connection / line busy
§ Have a dedicated telephone number for drivers
§ Have a manual / status journal
Supervisor: Gets Reports
How do they get it?
1) Logs into system
What else could happen?
a) Improper password or auth. level (or network problem)
§ Contact system administrator
2) Chooses specific reports from menu of options
What else could happen?
a) Unsure of which report is appropriate for desired info
§ Pop up description of each report
b) Desired info is not in any report
§ Contact system admin for help w/ customized report
c) Decides not to chose from any reports
§ Option to exit from report menu
3) Enters parameters of reports
What else could happen?
a) Not all parameters are centered
§ Reports have default parameters
b) Decides not to choose any reports
§ Option to exit from report menu
c) Enters invalid parameters
§ Error message alerts to bad parameter(s)
4)
Displays / Prints Reports
What else could happen?
a) Display only
b) Display and print
c) Option to save output of report to file
c) Decides not to display/print report
§ Option to exit from report menu