Advanced BPMN/BPM Lifecycle

4) Advanced BPMN/BPM Lifecycle
Scenario 4.A
PART B
Task 4A.1

Task 4A.2)
Step Performer Classification
new request Client BVA
Submit client VA
Register client VA
Request waiting Level NVA
Check new request known Level 1 BVA
re-submit Client NVA
Communicate resolution Level 1 BVA
Forward level 1 Tracking system NVA
Forward to level 2 Tracking system NVA
New request Wait 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
Average =3812 Average=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).
Name explanation Assumptions Qualitative
impact
Quantitative
Impact