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 1350 employees in total. A request may be an |Trelated 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". "urgent" or "normal". The current process works as follows. A client calls the help desk or sends an email in order to make a request. The help desk is staffed with five "Level1" support staff who, typically, arejunior people with less than 12 months experience, but are capable of resolving known problems and simple requests. The hourly cost of a Level1 staff member is $72. When the Level-1 employee does not know the resolution to a request. the request is forwarded to a more experienced "Level-2" support staff. There are three Level2 staff members and their hourly cost is $103. When a Level2 employee receives a new request, they evaluate it in order to assign it to a priority level. The job tracking system will later assign the request to the same or to another Level2 staff depending on the assigned priority level and the backlog of requests. lDnce the request is assigned to a Level-2 staff member. the request is researched by the Level2 employee and a resolution is developed and sent back to the Level1 employee. Eventually, the Level-1 employee forwards the resolution to the client who tests the resolution. The client notifies the outcome of the test to the Levell employee via e- mail. If the client states that the request is fixed, it is marked as complete. and the process ends. If the request is not fixed. it is resent to Level2 support for further action and goes through the process again. Requests are registered in a job tracking system. Thejob 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\". Finally, when a request is resolved, it is marked as r'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 quote when asking questions about the request. The asis process assuming that: - Submitting and registering a new request takes 5 minutes on average. . Requests spend on average 1.7 hour waiting fora Level1 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 15 minutes. In 45% of cases the request is known. In this case. it takes between 6 and 15 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 3 hours waiting for Level-2 staff to evaluate them. Level2 staff take on average 33 minutes to evaluate a new request. . Level2 staff take 10 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 memberis 24 hours. - The time required to research and resolve a request is on average 2 hours. - The time to write the resolution to a request is on average 30 minutes. - Once a Level2 staff has written the resolution of a request. it takes on average 20 hours before the request is fetched from the job tracking system by a Level- 1 staff member. - It takes on average 20 minutes for a Level1 staff member to send to the client a problem resolution previously written bya Level-2 staff. . It takes on average 20 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 20 minutes to e-mail the test results to the Level-1 staff. - In 15% of cases the request is not resolved. and it needs to be forwarded to Level2 again. In this latter case, it takes about 2 minutes for the Level1 to forward the request to the Level2 staff. Unresolved requests that are forwarded 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 handovers. ug..1........7.1....'l. ur.u...u...a "um...\" ........r.. 1....\" ....n......1......._.. Tasks 1. Calculate the cycle time efficiency. 2. Create BPMN model of the asis process. 3. Perform process analysis by using the process analysis methods discussed in class 4. Generate an alternative to the process. using heuristics discussed in Chapter 8 of the textbook l[Hint: Fora sample you can refer to section 3.3 page 273 The Case of Health Care Institute). 5. Create BPMN model for the alternative process. 6. Calculate the cycle time efficiency of the alternative process. 7. Make and mention your assumptions for the cycle time of the alternative process if required