(IR TR FIRELT ] Let us consider the following process performed by an IT helpdesk that handles requests from clients. The clients are employees of a company. There are about 1320 employees in total. A request may be an |T-related problem that a client has, or an access request (e.g. requesting rights to access a system). Requests need to be handled according to their type and their priority. There are three priority levels: \"critical\Requests are registered in a job tracking system. The job tracking system allows help desk employees to record the details of the request, the priority level and the name of the client who generated the request. When a request is registered, it is marked as \"open\". When it is moved to level 2, it is marked as "forwarded to level 2" and when the resolution is sent back to \"Level 1" the request is marked as "returned to level 1" A Finally, when a request is resolved, it is marked as \"closed\". Every request has a unique identifier. ~ When a request is registered, the job tracking system sends an e-mail to the client. The e-mail includes a "request reference number\" that the client needs to guote when asking questions about the request. The as-is process assuming that: Submitting and registering a new request takes 3 minutes on average. Requests spend on average 2.7 hour waiting for a Level-1 staff to check them. This applies both to new requests and to re-submitted requests. Checking if a new request is "known" takes on average 28 minutes. In 41% of cases the request is known. In this case, it takes between 3 and 12 minutes for the Level-1 staff to communicate the resolution to the client. Once this is done, the request is marked as \"closed\". On the other hand, if the request is not \"known", the request is automatically forwarded to Level 2. New requests spend on average 5 hours waiting for Level-2 staff to evaluate them. Level-2 staff take on average 46 minutes to evaluate a new request. Level-2 staff take 14 minutes to prioritize a request. + The time between the moment a request has been prioritized, and the moment the reguest is picked up by a Level-2 staff member is 36 hours. The time required to research and resolve a request is on average 3 hours. + The time to write the resolution to a request is on average 41 minutes. Once a Level-2 staff has written the resolution of a request, it takes on average 18 hours before the request is fetched from the job tracking system by a Level- 1 staff member. |t takes on average 18 minutes for a Level-1 staff member to send to the client a problem resolution previously written by a Level-2 staff. e kmlome s assmmmmm 37 b e bmdksaemm e bl m v e ik o e skl s e rmemd b ks isks TR E A A R Mm TR LAAE A R R R S A e 8 DEEE IR R LS e TR IR R R Ee TT 6 e e er s Level-2 staff take 14 minutes to prioritize a request. The time between the moment a request has been prioritized, and the moment the request is picked up by a Level-2 staff member is 36 hours. The time required to research and resolve a request is on average 3 hours. The time to write the resolution to a request is on average 41 minutes. Once a Level-2 staff has written the resolution of a request, it takes on average 18 hours befare the request is fetched from the job tracking system by a Level- 1 staff member. It takes on average 18 minutes for a Level-1 staff member to send to the client a problem resolution previously written by a Level-2 staff. It takes on average 22 hours between the moment a resolution is sent by the Level-1 staff, and the moment the resolution is tested by the client. It takes the client around 18 minutes to e-mail the test results to the Level-1 staff. In 19% of cases the request is not resolved, and it needs to be forwarded to Level-2 again. In this latter case, it takes about 2 minutes for the Level-1 to forward the request to the Level-2 staff. Unresolved requests that are farwarded in this way are automatically marked as prioritized, since they have already been prioritized in the previous iteration. There are no other costs besides the resource costs. Hint To calculate theoretical cycle time and cost, only take into consideration time spent doing actual work, excluding waiting times and handaovers. . Calculate the cycle time efficiency. (25 points) . Create EPMN maodel of the as-is process. (15 points) . Perform process analysis by using the process analysis methods discussed in class. (10 points) . Generate an alternative to the process, using heuristics discussed in Chapter 8 of the textbook (Hint: For a sample you can refer to section 8.3 page 273 The Case of Health Care Institute). (10 points) . Create BPMN model for the alternative process (to-be model). (15 points) . Calculate the cycle time efficiency of the alternative process (show the step- by-step calculation). (20 points) . Make and mention your assumptions for the cycle time of the alternative process. (5 paints)