4. Create a model of the process "Processing requests for delivery" Customers usually negotiate on the phone the terms and conditions for wholesale delivery of mineral fertilizers. Customers usually make a

phone call to somebody from the Marketing and sales department. When a phone call is received, a Sales specialist clarifies the quantities and types of mineral fertilizers the customer wishes to order. Usually the orders are for standard mixtures of mineral fertilizers. A Sales specialist informs the customer for the wholesale prices of mineral fertilizers and the volume discounts that BG Fert can offer. The specialist always informs the customer about the option to use transportation services organized by BG Fert. If the customer is interested in this option, the Sales specialist writes down the delivery destination and promises to return the call with a calculated price for delivery. Afterwards the specialist calls the manager of Transportation and logistics department in order to request for pricing of the transportation service. As soon as a request for pricing is received, the manager of Transportation and logistics department checks whether this is a known destination and whether transportation assignments have been completed on this specific destination in the last weeks. The manager checks the information in the document "Transportation assignments Diary". If there are such assignments, the manager offers delivery price which is close to the recently offered one. If this is a new destination, the manager calculates the distance and the delivery price based on internal baselines. Then the price is updated depending on the season, the workload, road conditions and closed routes. The manager writes down the price in the "Transportation assignments Diary" and call back the Sales specialist to provide the price of the transportation service to the specific destination. As soon as the Sales specialist is informed about the price of transportation, the customer is called to discuss the transportation service and delivery conditions. If the customer accepts the offer, the Sales specialist prepares a Notice of payment for the mineral fertilizers and sends this by e-mail or fax to the customer. If the customer wishes to take care of the transportation service and is interested only in purchasing mineral fertilizers, the Sales specialist sends Notice of payment only for the products. In some cases, customers request for non-standard mixture of mineral fertilizers or very large quantities of packaged fertilizers. Then the Sales specialist consults the manager of the Packaging unit department how this order can be completed. Only when this information is available, the Sales specialist calls the customer regarding the delivery conditions BG Fert can offer.