Assume that you are working in a company providing SAP end user support services to customers who have implemented SAP ERP. As an IT helpdesk technician in the company, one of your job responsibility is to support customer s end users when they need help with SAP ERP, comply to the service level agreement as indicated in the customers contract.

(a) Develop a process diagram in BPMN model to show your companys sales process and the IT helpdesk operation to support customers end users. Identify the primary and supporting activities in your BPMN diagram. (b) For the above processes, specify ONE (1) Efficiency objective and ONE (1) Effectiveness objective and the respective measures appropriate for your company. (c) Describe and give TWO (2) examples of how one process can support the other process in order to achieve process synergy. For each example, specify what information must be shared between them to integrate well.