Helpdesk Process Improvement Proposal

This assignment examines an existing helpdesk process and identifies areas for improvement. It highlights challenges like delayed requests and lack of transparency in request status. The proposal outlines solutions including the use of a request register with unique IDs and a client portal for real-time status updates. A BPMN model visually represents the improved 'To-Be' process flow.

Running head: BUSINESS ANALYSIS
Business Analysis
Name of the Student
Name of the University

1BUSINESS ANALYSIS
Table of Contents
1. Use Case Description:..................................................................................................................2
2. Class Diagram:...........................................................................................................................11
3. As IS BPMN-State Machine Diagram:......................................................................................11
4. Classification of Activities:.......................................................................................................12
5. Calculation of Cycle Time Efficiency:......................................................................................12
6. Issue Register:............................................................................................................................14
7. Proposal for Changes:................................................................................................................16
8. BPMN Model To-Be:................................................................................................................17
Bibliography:.................................................................................................................................18

2BUSINESS ANALYSIS
1. Use Case Description:
Name User Login
ID UC-Customer-1
Brief
Description
The users will login to the system so that he/she can access various sections
of the site
Organizational
benefit
As the user will login to the system, the organization communication will
increase with the user.
The organization can provide various details to the user through secured
connection
Frequency of
use
The user will login at least once a day in average
Related use
case
Enter login details and password
Trigger A session will start after login against the user
Pre-Condition The user needs to be registered
Post
Condition
The user have to be valid
Activity User System
User will access the webpage The system will respond as per user
request
Check the user validity
Check the user registration

3BUSINESS ANALYSIS
Redirects to the next page
Exception Session breaks again and again
Name Enter login details and password
ID UC-Customer-2
Brief
Description
The user will input the user id and password
Organizational
benefit
The organization can detect the user with the id that has been used for
logging in into the system
The organization can allow the user to protect its data from other user
through the password. This increases the loyalty of the user.
Frequency of
use
The user will login at least once a day in average
Trigger User login will initiate
Pre-Condition The user must have a id and password
Post
Condition
The user id and password must be valid
Activity User System
User will access the webpage The system will respond as per user
request
The user will input user id

4BUSINESS ANALYSIS
The user will input password
Check the validity of id and password
Redirect the user to next page
Exception The id may be rejected by the server
Name Query on car options
ID UC-Customer-3
Brief
Description
The user will submit the query regarding the options that are available against
individual cars
Organizational
benefit
The organization can share details of the options that are available regarding
each car to the user efficiently
The organization can attract new customers through various options available
for individual cars
The customer loyalty can be creased through the availability of proper
options
Frequency of
use
The user will access the options once every two days a week
Trigger The options will be visible to the users
Pre-Condition The user must have valid account

5BUSINESS ANALYSIS
Post
Condition
The options must be available for the customer
Activity User System
User will access the webpage The system will respond as per user
request
The user will input id and password
The user will login
The system will access all the options
that are available against cars
The system will send details of
options to the users against requested
car
Exception No car options are available to the user
Name Querying on book a car and query confirm the
ID UC-Customer-4
Brief
Description
The user will submit a query regarding a car booking
The user will acknowledge if the query regarding booking car is confirmed
Organizational
benefit
The organization can sell a car through the booking option, this will lead to
profit of organization and increase in sale
The organization can communicate with the user in better way regarding sale
of a car
Frequency of The booking depends on the customer interest and requirement

6BUSINESS ANALYSIS
use
Average booking of car as per a single day is ten times
Trigger The organization sell of car will increase
Pre-Condition The user must be credible to buy a car
Post
Condition
The payment must be done in the adequate way
Activity User System
User will access the webpage The system will respond as per user
request
The user will input id and password
The user will login
The user will request for booking a
car
The system will check if the car is
available
If the car is available then the car is
booked against user request
After the booking of car is successful
a confirmation message will be sent
to the user
The user will confirm booking of car
The system will book the car and
ready the dispatch process
Exception He user is credible but the car is not available at current time

7BUSINESS ANALYSIS
Name Checking payment process
ID UC-Customer-5
Brief
Description
The user will make the payment against booking a car in the system
Organizational
benefit
The organization can sell a car through the booking option, this will lead to
profit of organization and increase in sale
Through a secured payment method, the user can pay the price without any
hassle
Better customer satisfaction while ensuring a sale
Frequency of
use
The payment method depends on the customer interest and requirement
Average payment against booking of car as per a single day is ten times
Trigger The organization sell of car will increase
Pre-Condition The user payment method must be available
Post
Condition
Payment of full amount needs to be done
Activity User System
User will access the webpage The system will respond as per user
request
The user will input id and password
The user will login

8BUSINESS ANALYSIS
The user will request for booking a
car
The system will check if the car is
available
If the car is available then the car is
booked against user request
After the booking of car is successful
a confirmation message will be sent
to the user
The user will confirm booking of car
The system will book the car and
ready the dispatch process
The system will ask the user to make
the payment
The user will make payment against
the car
The system will analyses the
payment
Exception The user payment may stuck due to bank server error
Name Checking payment confirmation
ID UC-Customer-6

9BUSINESS ANALYSIS
Brief
Description
The user will make the payment against booking a car in the system and wait
for confirmation of payment from organization
Organizational
benefit
The user will be able to see if the payment has been processed properly
Through a secured payment method, the user can pay the price without any
hassle
Better customer satisfaction while ensuring a sale
Frequency of
use
The payment method depends on the customer interest and requirement
Average confirmation against payment as per a single day is ten times
Trigger Payment table update
Pre-Condition The user mail and contact number must be valid and working
Post
Condition
Payment of full amount needs to be done
Activity User System
User will access the webpage The system will respond as per user
request
The user will input id and password
The user will login
The user will request for booking a
car
The system will check if the car is
available
If the car is available then the car is
booked against user request
After the booking of car is successful
a confirmation message will be sent

10BUSINESS ANALYSIS
to the user
The user will confirm booking of car
The system will book the car and
ready the dispatch process
The system will ask the user to make
the payment
The user will make payment against
the car
The system will analyses the
payment
The system will check whether the
full amount has been paid by the user
If the amount is paid then a
confirmation message will be sent to
use
The user will acknowledge the
message
Exception The confirmation is delayed due to bank money transfer error

11BUSINESS ANALYSIS
2. Class Diagram:
3. As IS BPMN-State Machine Diagram:
Figure 2: As-Is model of Business Process of Helpdesk

12BUSINESS ANALYSIS
(Source: Created by Author)
4. Classification of Activities:
Value Adding Business Value-Adding Non Value-Adding
Request Submission Make Request Send to Level 2 Staff
Analyze Problems Makes a Call Identify Priority and backlog
of requests
Solve Problem Send an Email Send to Level 1 Employee
Process Request Revive Request Send to Client
Evaluate Request Assign to level 2 employee Client e-mail the test results
Assign Priority Level Test Resolution
Develop Resolution Complete Request
Access Outcome
5. Calculation of Cycle Time Efficiency:
Process Type Time
Submitting and registering a
new request
Value Adding 5 Minute = 5/60 hour = 0.083
hour
Level-1 staff check requests Value Adding 1 hour
Checking if a new request is
known (level 1 staff)
Non Value-Adding 10 Minutes = 10/60 hours =
0.167 hours
20 percent of cases are known
so,
(0.167/100)*80 = 0.134 hours

13BUSINESS ANALYSIS
Level-1 staff to communicate
the resolution to the client
Business Value-Adding 5 Minute = 5/60 hour = 0.083
hour
Level-2 staff evaluate new
requests
Value Adding 2 hours + 20 minutes = 2.333
hours
Level-2 staff prioritize a
request
Non Value-Adding 5 Minute = 5/60 hour = 0.083
hour
Assign to level 2 employee Business Value-Adding 20 hours
Research and resolve a
request
Value Adding 2 hours
Write the resolution to a
request
Value Adding 20 minutes = 0.333 hours
Request is fetched from the
job tracking system
Non Value-Adding 20 hours
Send to the client a problem
resolution previously written
by a Level-2 staff
Business Value-Adding 20 minutes = 0.333 hours
Test Resolution Business Value-Adding 20 hours
Client e-mail the test results Non Value-Adding 10 Minutes = 10/60 hours =
0.167 hours
Complete request Non Value-Adding 66.549*80/100 = 53.239
hours
Cycle time efficiency = (Value added process time/total time)*100 %

14BUSINESS ANALYSIS
= (5.749/119.788) *100%
= 4.79 %
6. Issue Register:
I
D
Issue Name Issue Type Description Impact Priority
1 Long time for
request
Internal
Operation
The helpdesk employees need to
take more than average time
required to process a request.
High:
Client
Satisfaction
High
2 Absence of
Notification
Internal
Operation
Helpdesk, at present, has no
process or function that can
remind them regarding the non-
processed requests.
Medium:
Client
Satisfaction
High
3 Bad
communicatio
n with client
External
Operation
The helpdesk employee can only
communicate with the client
after the completion of a request.
High:
Request
Processing
Medium
4 Bad
communicatio
n within
Helpdesk
Internal
Operation
The helpdesk staff may face
difficulties in communicating
the request related information
and status with themselves. The
forwarded request from one
level staff to another may be
unnoticed until a customer
High:
Request
Processing
High