The rest of the text is as follows:

$$ 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 $24$ 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 Level$-2$ 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 Level$-1$ staff member to send to the client a problem

resolution previously written by a 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 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 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.

Tasks

$1.$ Calculate the cycle time efficiency.

$2.$ Create BPMN model of the as$-$is process.

$3.$ Perform process analysis by using the process analysis methods

$4.$ Generate an alternative to the process, using heuristics

$5.$ 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.