• Calls for WI and IL both arrive at the Log call process in two separate streams as follows:

• WI calls: Arrive in a defined daily pattern of 20 calls per hour during the 8 hour period on Monday between 9 AM and 5 PM (Set 20 calls for each hour from 9 AM to 5 PM i.e., 9 – 10 AM: 20, 10 – 11 AM: 20 etc.)
• IL calls: Arrive in a defined daily pattern of 80 calls during the entire 8 hour period on Monday between 9 AM and 5 PM (Set as a total of 80 calls from 9 AM to 5 PM)

(Note: You must use different icons for each type of arriving entity and your output should contain relevant statistics for each of the arriving and the reneged entity types.

Also, you need to set-up “Daily Pattern” and “Shift” for resources to get the right results)

2. Customers drop the call (renege) after waiting for 5 minutes at the Log-call activity; the move time for reneging is 1 minute.

3. Calls from both states are logged, then routed on a CONDITIONAL basis, not percentages. WI calls are directed towards the Customer Info - WI activity and IL calls towards the Customer Info-IL activity.
   
   The routing to separate service and sales inquiries is still on percentage basis, 50% each.

4. Cust Rep and Service Specialist for the US calls have been replaced by SIX specially trained personnel with the title of US Customer Agent (USCA). The USCA now collects information from US customers and after completing this activity, decides whether it is service or sales inquiry. If it is service inquiry, the USCA now answers this inquiry. No changes are however made in the logic of processing calls from IL but additional employees have been hired for all the activities in the system. The number of workers currently employed is now (in the parentheses) as follows: Agent (2); USCA (6); Sales Specialists (5); IL Cust Rep (2); IL Service Specialist (2)

5. Various activities related to the process are now performed in two different departments – WI department and IL department. The IL department processes the sales related calls for both states and all other IL related activities except log call. The logging of all incoming calls is still performed in the WI department. The WI department performs all US related activities except sales related calls.

Based on the description above, place the activities in the appropriate departments. This can be accomplished in process model using 'INSERT - DEPARTMENT'. Create the two departments and move the activities into the departments accordingly.

6. The following HOURLY COSTS are estimated for various resources. The WI Cust Rep and WI Service Specialist resources are replaced in the new model with USCA. Therefore, the costs for WI Cust Rep and WI Service Specialist resources can be ignored. They are provided only for comparison purposes between the old model and the new model.

Agent                                      $10.00

WI Cust Rep                         $20.00

WI Service Specialist            $20.00

USCA                                     $20.00

Sales Specialist                       $25.00

IL Cust Rep                           $12.00

IL Service Specialist             $15.00

Running the model (25 points)

• Make all the changes in the model (1 through 6).
• Run the model for 17 hours (since simulation run starts at 12 midnight)
• Save the file with your first name and last name (PM 2 FirstName LastName.spg)

Answer the following questions from the output of the model (25 points)

1. How many customers would you expect to enter the process from IL? Show your calculations.

2. From the PM output, how many customers actually entered the process from IL? Take a snapshot and copy-paste relevant sections from PM output to justify your answer.

3. From the PM output, how many customers reneged from the process? Take a snapshot and copy-paste relevant sections from PM output to justify your answer.

4. Explain what you can do to make sure that no customers renege (Assume that the arrival pattern cannot be changed).

5. Compared to an IL call, how much more does an average WI call cost? Take a snapshot and copy-paste relevant sections from PM output to justify your answer,

6. What is the efficiency of this process with respect to WI calls? Take a snapshot and copy-paste relevant sections from PM output to justify your answer.

7. What percentage of IL calls for which customer information was taken, are fully processed in the system? Take a snapshot and copy-paste relevant sections from PM output to justify your answer.

8. From your experience with the process model assignments, identify TWO distinct advantages and TWO distinct disadvantages of simulation-based process modeling (not specifically the ProcessModel software) as opposed to manual analysis of processes.

Advantages

1.

2.

Disadvantages

1.

2.