Advanced BPMN/BPM Lifecycle

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

Task 4A.2)
Table 1 below illustrating how activities are classified in scenario 4.1 A.
Step Performer Classification
Submit and register new
request
Client BVA
Waiting Request Level1 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 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).
Cycle time =waiting time Processing time.
=60+120+1200+1200+20+1200+10+2+5+2+5+20+5+120+20+0.4
Cycle time =3812+177.4.
CT=3989.4
TCT=177.4
Cycle Time (CT)=
177.4/3989.4
=4.4%
Task 4A.4).
WIP=
Arrival rate is 50 per day =50/25*60=125
=125
CT=3812
WIP =125*3812
=498675 minutes
Theoretical Cycle Time (TCT)
Cycle Time (CT)

Task 4A.5).
Level 1 staff are not experienced and from as is diagram they forward all technical work they
cannot handle to level 2.
The time for processing a request is long.
Resource are underutilized because some employees cannot work on orders because they are
inexperienced.
Proposal.
Reduce on number of level 1 workers and employ more level 2.
Train level 1 workers and equip them with some skills.
Task 4A.6). Table 2 below illustrates register of issues.
Name explanation Assumptions Qualitative
impact
Quantitative
Impact
Cannot handle a
resolution
Level 1 lacks
required skill
Help desk
require few
about 5 level 1
workers per day.
In 20% of
requests ,are not
resolved
because of
experience of
level 1 workers
cannot work on
it.On average 5
level 1 can be
on job per day
5 *0.2*5=5per
day
Resolution not
complete
Level cannot
complete all
Train level 1 so
as they can
Level 2 gets a
lot of requests