<?xml version="1.0" encoding="UTF-8"?>
<bpmn2:definitions xmlns:bpmn2="http://www.omg.org/spec/BPMN/20100524/MODEL" xmlns:bpmndi="http://www.omg.org/spec/BPMN/20100524/DI" xmlns:dc="http://www.omg.org/spec/DD/20100524/DC" xmlns:di="http://www.omg.org/spec/DD/20100524/DI" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" id="Definitions_1" targetNamespace="http://bpmn.io/schema/bpmn" exporter="swimdraft" exporterVersion="1.0">
  <bpmn2:collaboration id="Collaboration_1">
    <bpmn2:participant id="pool_cc" name="Complaint handling" processRef="Process_pool_cc" />
  </bpmn2:collaboration>
  <bpmn2:process id="Process_pool_cc" isExecutable="false">
    <bpmn2:laneSet id="LaneSet_pool_cc">
      <bpmn2:lane id="lane_cc_front" name="Front line support">
        <bpmn2:flowNodeRef>start_cc</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_cc_log</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>g_cc_first</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_cc_confirm</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>end_cc_closed</bpmn2:flowNodeRef>
      </bpmn2:lane>
      <bpmn2:lane id="lane_cc_team" name="Complaints team">
        <bpmn2:flowNodeRef>t_cc_assign</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_cc_invest</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>t_cc_remedy</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>g_cc_accept</bpmn2:flowNodeRef>
      </bpmn2:lane>
      <bpmn2:lane id="lane_cc_qa" name="Quality assurance">
        <bpmn2:flowNodeRef>t_cc_record</bpmn2:flowNodeRef>
        <bpmn2:flowNodeRef>end_cc_resolved</bpmn2:flowNodeRef>
      </bpmn2:lane>
    </bpmn2:laneSet>
    <bpmn2:startEvent id="start_cc" name="Complaint received">
      <bpmn2:outgoing>f_cc1</bpmn2:outgoing>
    </bpmn2:startEvent>
    <bpmn2:userTask id="t_cc_log" name="Log complaint details">
      <bpmn2:incoming>f_cc1</bpmn2:incoming>
      <bpmn2:outgoing>f_cc2</bpmn2:outgoing>
    </bpmn2:userTask>
    <bpmn2:exclusiveGateway id="g_cc_first" name="Resolved at first contact?" default="f_cc4">
      <bpmn2:incoming>f_cc2</bpmn2:incoming>
      <bpmn2:outgoing>f_cc3</bpmn2:outgoing>
      <bpmn2:outgoing>f_cc4</bpmn2:outgoing>
    </bpmn2:exclusiveGateway>
    <bpmn2:sendTask id="t_cc_confirm" name="Confirm outcome with customer">
      <bpmn2:incoming>f_cc3</bpmn2:incoming>
      <bpmn2:outgoing>f_cc5</bpmn2:outgoing>
    </bpmn2:sendTask>
    <bpmn2:endEvent id="end_cc_closed" name="Complaint closed">
      <bpmn2:incoming>f_cc5</bpmn2:incoming>
    </bpmn2:endEvent>
    <bpmn2:task id="t_cc_assign" name="Assign case handler">
      <bpmn2:incoming>f_cc4</bpmn2:incoming>
      <bpmn2:outgoing>f_cc6</bpmn2:outgoing>
    </bpmn2:task>
    <bpmn2:userTask id="t_cc_invest" name="Investigate complaint">
      <bpmn2:incoming>f_cc6</bpmn2:incoming>
      <bpmn2:incoming>f_cc10</bpmn2:incoming>
      <bpmn2:outgoing>f_cc7</bpmn2:outgoing>
    </bpmn2:userTask>
    <bpmn2:task id="t_cc_remedy" name="Propose remedy">
      <bpmn2:incoming>f_cc7</bpmn2:incoming>
      <bpmn2:outgoing>f_cc8</bpmn2:outgoing>
    </bpmn2:task>
    <bpmn2:exclusiveGateway id="g_cc_accept" name="Remedy accepted?" default="f_cc10">
      <bpmn2:incoming>f_cc8</bpmn2:incoming>
      <bpmn2:outgoing>f_cc9</bpmn2:outgoing>
      <bpmn2:outgoing>f_cc10</bpmn2:outgoing>
    </bpmn2:exclusiveGateway>
    <bpmn2:task id="t_cc_record" name="Record root cause">
      <bpmn2:incoming>f_cc9</bpmn2:incoming>
      <bpmn2:outgoing>f_cc11</bpmn2:outgoing>
    </bpmn2:task>
    <bpmn2:endEvent id="end_cc_resolved" name="Complaint resolved">
      <bpmn2:incoming>f_cc11</bpmn2:incoming>
    </bpmn2:endEvent>
    <bpmn2:sequenceFlow id="f_cc1" sourceRef="start_cc" targetRef="t_cc_log" />
    <bpmn2:sequenceFlow id="f_cc2" sourceRef="t_cc_log" targetRef="g_cc_first" />
    <bpmn2:sequenceFlow id="f_cc3" name="Yes" sourceRef="g_cc_first" targetRef="t_cc_confirm">
      <bpmn2:conditionExpression xsi:type="bpmn2:tFormalExpression">Yes</bpmn2:conditionExpression>
    </bpmn2:sequenceFlow>
    <bpmn2:sequenceFlow id="f_cc4" name="No" sourceRef="g_cc_first" targetRef="t_cc_assign" />
    <bpmn2:sequenceFlow id="f_cc5" sourceRef="t_cc_confirm" targetRef="end_cc_closed" />
    <bpmn2:sequenceFlow id="f_cc6" sourceRef="t_cc_assign" targetRef="t_cc_invest" />
    <bpmn2:sequenceFlow id="f_cc7" sourceRef="t_cc_invest" targetRef="t_cc_remedy" />
    <bpmn2:sequenceFlow id="f_cc8" sourceRef="t_cc_remedy" targetRef="g_cc_accept" />
    <bpmn2:sequenceFlow id="f_cc9" name="Yes" sourceRef="g_cc_accept" targetRef="t_cc_record">
      <bpmn2:conditionExpression xsi:type="bpmn2:tFormalExpression">Yes</bpmn2:conditionExpression>
    </bpmn2:sequenceFlow>
    <bpmn2:sequenceFlow id="f_cc10" name="No" sourceRef="g_cc_accept" targetRef="t_cc_invest" />
    <bpmn2:sequenceFlow id="f_cc11" sourceRef="t_cc_record" targetRef="end_cc_resolved" />
  </bpmn2:process>
  <bpmndi:BPMNDiagram id="BPMNDiagram_1">
    <bpmndi:BPMNPlane id="BPMNPlane_1" bpmnElement="Collaboration_1">
      <bpmndi:BPMNShape id="pool_cc_di" bpmnElement="pool_cc" isHorizontal="true">
        <dc:Bounds x="20" y="20" width="1420" height="390" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="lane_cc_front_di" bpmnElement="lane_cc_front" isHorizontal="true">
        <dc:Bounds x="50" y="20" width="1390" height="130" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="lane_cc_team_di" bpmnElement="lane_cc_team" isHorizontal="true">
        <dc:Bounds x="50" y="150" width="1390" height="130" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="lane_cc_qa_di" bpmnElement="lane_cc_qa" isHorizontal="true">
        <dc:Bounds x="50" y="280" width="1390" height="130" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="start_cc_di" bpmnElement="start_cc">
        <dc:Bounds x="112" y="59" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="82" y="101" width="97" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_cc_log_di" bpmnElement="t_cc_log">
        <dc:Bounds x="230" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="g_cc_first_di" bpmnElement="g_cc_first">
        <dc:Bounds x="405" y="52" width="50" height="50" />
        <bpmndi:BPMNLabel><dc:Bounds x="367" y="32" width="126" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_cc_confirm_di" bpmnElement="t_cc_confirm">
        <dc:Bounds x="530" y="37" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="end_cc_closed_di" bpmnElement="end_cc_closed">
        <dc:Bounds x="712" y="59" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="687" y="101" width="87" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_cc_assign_di" bpmnElement="t_cc_assign">
        <dc:Bounds x="530" y="167" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_cc_invest_di" bpmnElement="t_cc_invest">
        <dc:Bounds x="680" y="167" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_cc_remedy_di" bpmnElement="t_cc_remedy">
        <dc:Bounds x="830" y="167" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="g_cc_accept_di" bpmnElement="g_cc_accept">
        <dc:Bounds x="1005" y="182" width="50" height="50" />
        <bpmndi:BPMNLabel><dc:Bounds x="982" y="162" width="97" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="t_cc_record_di" bpmnElement="t_cc_record">
        <dc:Bounds x="1130" y="297" width="100" height="80" />
      </bpmndi:BPMNShape>
      <bpmndi:BPMNShape id="end_cc_resolved_di" bpmnElement="end_cc_resolved">
        <dc:Bounds x="1312" y="319" width="36" height="36" />
        <bpmndi:BPMNLabel><dc:Bounds x="1282" y="361" width="97" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNShape>
      <bpmndi:BPMNEdge id="f_cc1_di" bpmnElement="f_cc1">
        <di:waypoint x="148" y="77" />
        <di:waypoint x="230" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc2_di" bpmnElement="f_cc2">
        <di:waypoint x="330" y="77" />
        <di:waypoint x="405" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc3_di" bpmnElement="f_cc3">
        <di:waypoint x="455" y="77" />
        <di:waypoint x="530" y="77" />
        <bpmndi:BPMNLabel><dc:Bounds x="461" y="57" width="21" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc4_di" bpmnElement="f_cc4">
        <di:waypoint x="455" y="77" />
        <di:waypoint x="510" y="77" />
        <di:waypoint x="510" y="207" />
        <di:waypoint x="530" y="207" />
        <bpmndi:BPMNLabel><dc:Bounds x="461" y="83" width="17" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc5_di" bpmnElement="f_cc5">
        <di:waypoint x="630" y="77" />
        <di:waypoint x="712" y="77" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc6_di" bpmnElement="f_cc6">
        <di:waypoint x="630" y="207" />
        <di:waypoint x="680" y="207" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc7_di" bpmnElement="f_cc7">
        <di:waypoint x="780" y="207" />
        <di:waypoint x="830" y="207" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc8_di" bpmnElement="f_cc8">
        <di:waypoint x="930" y="207" />
        <di:waypoint x="1005" y="207" />
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc9_di" bpmnElement="f_cc9">
        <di:waypoint x="1055" y="207" />
        <di:waypoint x="1110" y="207" />
        <di:waypoint x="1110" y="337" />
        <di:waypoint x="1130" y="337" />
        <bpmndi:BPMNLabel><dc:Bounds x="1061" y="187" width="21" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc10_di" bpmnElement="f_cc10">
        <di:waypoint x="1055" y="207" />
        <di:waypoint x="1110" y="207" />
        <di:waypoint x="1110" y="262" />
        <di:waypoint x="660" y="262" />
        <di:waypoint x="660" y="207" />
        <di:waypoint x="680" y="207" />
        <bpmndi:BPMNLabel><dc:Bounds x="1061" y="213" width="17" height="14" /></bpmndi:BPMNLabel>
      </bpmndi:BPMNEdge>
      <bpmndi:BPMNEdge id="f_cc11_di" bpmnElement="f_cc11">
        <di:waypoint x="1230" y="337" />
        <di:waypoint x="1312" y="337" />
      </bpmndi:BPMNEdge>
    </bpmndi:BPMNPlane>
  </bpmndi:BPMNDiagram>
</bpmn2:definitions>