This document discusses the advanced BPMN/BPM lifecycle and explores various tasks and steps involved. It also highlights the impacts and proposed solutions for improving the process. Find study material and solved assignments on Desklib.
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4) Advanced BPMN/BPM Lifecycle Scenario 4.A PART B Task 4A.1
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Task 4A.2) StepPerformerClassification new requestClientBVA SubmitclientVA RegisterclientVA Request waitingLevelNVA Check new request knownLevel 1BVA re-submitClientNVA Communicate resolutionLevel 1BVA Forward level 1Tracking systemNVA Forward to level 2Tracking systemNVA New request Wait for evaluation Level 2NVA EvaluationLevel 2VA Prioritize requestLevel 2VA Pick-upLevel 2NVA
Research and resolutionLevel 2VA Writes ResolutionLevel 2BVA Fetch resolutionLevel 1NVA Send problem resolutionLevel 1NVA Test resolution out comeclientBVA Email test resultclientNVA ResolvedClientBVA unresolvedClientVA Forward unresolvedLevel 1NVA PrioritizedLevel 2VA Task 4A.3). Waiting timeProcessing time 605 12010*0.2 12005 120020 205 1200120 1020 22*0.2 Average =3812Average=177.4 Cycle time =waiting time +Processing time. Cycle time =3812+177.4. CT=3989.4 TCT=177.4 Cycle Time (CT)= 177.4/3989.4 =4.4% Theoretical Cycle Time (TCT) Cycle Time (CT)
Task 4A.4). WIP=arrival rate is 50 per day =50/25*60=125 WIP =125*3812 =498675 minutes Task 4A.5). Level 1 staff cannot resolve some request because those request require some specific skill. Level I staff gives wrong information to clients because they do not understand some request. The time to process request is long one request has to wait for some time to be processed. Proposal. Reduce on number of level 1 staffs. Level 1 employees should be trained. Task 4A.6). NameexplanationAssumptionsQualitative impact Quantitative Impact
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Resolution not solved Level 1 cannot resolve some technical request Need to train and equip them with required skills Poor service deliver because of wrong information level 1 provides Incorrect information Level 1 gives wrong information to clients because they do not understand some requests Level on should not give out wrong information Clients receive in correct information leads to poor reputation of company InexperienceLevel 1 have work for short period of time in company and not used to technical requests Level 1 need to have worked for over 2 years 2 years Long waiting time One process takes a lot of time to process another Waiting time need to short Too long waiting time leads to bottleneck Long processing time There is lot of time taken during processing request 50 request takes about 30 minutes to process each 50*30=1500 Pending issuesSome issues are not resolved due to a lot of time is waited on waiting. 30 request are pending per day to be resolved 30
Task 4A.7)
Scenario 4.B. Task 4.B.1:
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Task 4.B.3a: a) NameexplanationAssumptionsQualitative impact Quantitative Impact Cover Payment not made On verification by ABC about insurance cover All windshield should be insured at $200 per annum 200 No windshield repair Customer lacks insurance cover and Repair shop does not want to take risk All customer should have windshield cover Windshields are not repaired Delay repairing process Repairing process is delayed by ABC and agent because their phones not available Use messengers to deliver information and employ 1 messenger per customer 1 Claim invalidClaim is not paid and verified is invalid Pay claim for windshield Repair shop takes a risk to repair windshield because can lose customer to competitors
Task 4.B.3b:.
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Figure1Diagram below shows Fishbone diagram of process Task 4.B.3c identify impacts. Impacts of claim being invalid a client vehicle cannot be repaired. Delay communication leads to repair shop to take risk of repairing client vehicle and not being paid. No windshield cover impact abc cannot confirm it . Task 4.B.4 B To-Be Model. a.Time. Spending a lot of time to reach ABC Cost. Client should pay direct repair shop incase claim invalid
b.Figure2Diagram below shows To-Be process diagram of scenario 4B. References.