Question 5. (Points 25).The Process Value Mapping Question Prepare a Current State Process Value Map (6 points), Current State Analysis matrix(4 points), Future State Process Value Map(6 points) , Future State Analysis matrix (4) and show the findings in short (5). The process defined in this paper shows the way customer request for services are processed and tracked. The goal of this descriptions should be to use Process Value Mapping (PVM) to eliminate non-valueadded steps to increase efficiency in the service request process, increase turnaround time on service Page 2 of 3 Assignment 2 Summer 2018 requests, and to improve tracking of services performed. By working through this process a better understanding of Process should be obtained. Defining the current process As clients submit requests for service they are tracked by a manual work order system. The purpose of the work order tracking system (answers what is the deliverable) is to track the status of requests, who it is assigned to, the resolution, and provides reporting on departmental activities. This process starts when the customer submits a request and ends when the customer is notified that the work has been completed. There are three departments in this process; customer, department director, and technician. The current process for tracking requests is listed below: Customer request for service - The customer submits a request for service by an email or by placing a phone call. This process takes no more than 2 minutes to complete. Since the department director is not always at his desk it can take up to 240 minutes to receive the request. Receiving Request by department director - Once the department director receives the request it is entered in to a spreadsheet for tracking. This process takes no more than 2 minutes to complete. The next step is to generate a service ticket. Service ticket generation (Word document) A service ticket is generated that will be used for assigning work to a technician and for documenting work that is performed. It takes no more than 2 minutes to generate the ticket. The next step is to file the ticket with a copy going to the technician. Assigning Ticket to a Technician the service ticket is filed according to the type of service that is to be performed with a copy going to the service technician. The filing process takes no more than 2 minutes. The paper copy of the service ticket is placed on the technicians desk which is where it remains until the technician returns from service calls. It can take up to 120 minutes before the technician starts work on the ticket. Performing work by the Technician Once the technician receives the ticket he/she contacts the customer and arranges a service call. It takes no more than 60 minutes to place the call and complete the ticket. Documenting the services Once the service has been performed the technician documents what work was performed on the ticket. This documentation takes no more than 10 minutes. The completed ticket is returned to the department director. Since the department director is not always at his desk it can take up to 240 minutes to receive the ticket. Tickets to department director after servicing Completed ticket is documented in spreadsheet. This takes no more than 5 minutes. Next, the ticket needs to be filed which effectively closes it. Page 3 of 3 Assignment 2 Summer 2018 Ticket is filed (closed) Ticket is filed for future reference and an email notification is sent to customer informing them that work has been performed which completes the cycle. This step takes no more than 2 minutes.