Advanced BPMN/BPM Lifecycle

4) Advanced BPMN/BPM Lifecycle
Scenario 4.A
PART B
Task 4A.1
Figure 1 below shows “as is" process of Scenario 4.A in BPMN.

Task 4A.2)
Table 1 below shows classification of activities of scenario 4.1 A.
Step Performer Classification
Submitting and registering
new request
Client VA
Request waiting Level NVA
Check new request known Level 1 BVA
New request and re-
submitting
Client NVA
Communicate resolution Level 1 BVA
Check new request not
known
Level 1 VA
Forward to level 2 Level 1 NVA
New requests Waiting for
evaluation
Level 2 NVA
Evaluation Level 2 VA
Prioritize request Level 2 VA
Pick-up Level 2 NVA
Research and resolution Level 2 VA
Writes Resolution Level 2 BVA

Fetch resolution Level 1 NVA
Send problem resolution Level 1 NVA
Test resolution out come client BVA
Email test result client NVA
Resolved Client BVA
unresolved Client VA
Forward unresolved Level 1 NVA
Prioritized Level 2 VA
Task 4A.3).
Waiting time Processing time
60 5
120 10*0.2
1200 5
1200 20
20 5
1200 120
10 20
2 2*0.2-1
According to Dumas, Rosa, Mendling, and Reijers stated cycle time as shown below
Cycle time =waiting time +Processing time.
CT=3989.4
TCT=176.4
Cycle Time (CT)=
176.4/3989.4
=4.477%
Task 4A.4).
According to Weske stated that average number of request in a process can be got as shown
below.
Cycle Time
(CT)
Theoretical Cycle Time
(TCT)

WIP =125*3812 Arrival rate is 50 per day =50/24*60=125
=498675 minutes
Task 4A.5).
Level 1 staff are inexperienced to handle and solve all request requests because they have to
forward other requests to level 2 and they work for a short period of time less than a year.
A company has 1000 employees to work on small number of only 50 request daily.
The waiting time for request to be processed is long until a client call to request the status of
request is when it can be worked on.
There is under utilizations of resources company employees a lot of employees who do less and
simple tasks and are unskilled.
There repetition of process resolution is done twice by level 1 and level 2.
A lot of time wasted in calling and sending email to client, level 1 and level 2.
Proposal.
Eliminate level 1 workers because they inexperienced, unskilled and handle only simple tasks.
Train level 1 worker to handle all tasks.
Let client call direct level 2 who can handle all task.
Reduce on number of employees because 50 requests can be handled by few level 2 .