BPSim The Technical Support Use Case

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BPSim The Technical Support Use Case

  1. 1. BPSIM – From a users perspective guide Technical Support Use Case
  2. 2. Agenda: 1. BPSIM References 2. Process Analysis Perspectives 3. Technical Support Use Case
  3. 3. Agenda: 1. BPSIM References
  4. 4. Process sphere 08/05/2014 - Process Sphere – all rights reserved 4 Everything, everything, about BPSIM, can be found here http://www.bpsim.org/
  5. 5. Agenda: 1. BPSIM References 2. Process Analysis Perspectives
  6. 6. Process sphere 08/05/2014 - Process Sphere – all rights reserved 6 There are too many dimensions to do process analysis The analysis should be question driven Process sphere
  7. 7. Process sphere 08/05/2014 - Process Sphere – all rights reserved 7 A B C X D Analysis of a business process A Activities perspective 1 2 3 Control flow perspective Data perspective Organizational perspective Performance perspective Social network perspective Knowledge perspective
  8. 8. Process sphere 08/05/2014 - Process Sphere – all rights reserved 8 What do you want to accomplish? Source: Process Mining Manifesto - Adapted register request examine casually examine thoroughly check ticket decide pay compensation reject request reinitiate request start end Performance information (e.g., the average time between two subsequent activities) can be extracted from the event log and visualized on top of the model. A A A A A M M Pete Mike Ellen Role A: Assistant Sue Sean Role E: Expert Sara Role M: Manager You can play hypotheses and make impact analysis if conditions change You can be interested in understanding human resource usage and balance the workforce E You can test the control flow in order to be sure it makes sense and does not drive the process into deadlocks or infinite loops, before the process is automated using IT
  9. 9. Process sphere 08/05/2014 - Process Sphere – all rights reserved 9 World People Procedures ChangeEvents Objectives Rules registrar requerimiento examinar informalmente examinar en detalle chequear ticket decidir Pagar compensación Rechazar requerimiento reiniciar requerimiento inicio fin A A A A A M M E Data Simulation Control flow Time Human Resources Costs €€ € € € A B
  10. 10. Agenda: 1. BPSIM References 2. Process Analysis Perspectives 3. Technical Support Use Case
  11. 11. Process sphere 08/05/2014 - Process Sphere – all rights reserved 11 Process – Technical Support • The customercalls the contactcenterand reports an issue aboutunderperforming serviceorfaulty equipmentorsoftware. • The FrontOffice collects information and tries to provide a solution otherwise they inform the Customerthe issue is going to be escalated to technicalexperts. • When the Front Office receives the solution from the technicalexperts,they contactthe customerand try to close the issue;otherwise they inform the Customerthatthe issue is going to be furtherescalated. ContextDoingThink • Knowledge Base provides a solution? • Are there other alternatives? • Forward to supplier if it’s about technical design • Specification analysis • Root cause analysis • Deep investigate issue
  12. 12. Process sphere 08/05/2014 - Process Sphere – all rights reserved 12 Detailed BPMN 2.0 Process model CustomerFrontOffice1stLevelTechicalSupportAgent2ndLevelTechicalSupportAgentSupplier Provide solution to Front Office Solution received from 2nd level of support Issue handled by 1st level support 1st level Issue Request 2nd level support Find solution 1st level issue Request supplier support Solution received from supplier Provide solution to 1st level support Issue handled by 2 nd level support 2nd level Issue Find solution 2nd level issue Customer issue resolved Inform customer the issue is going to be escalated Get issue description from customer Customer issue report Solution received from 1st level of support Provide solution to customer Request 1st level support Issue handled by supplier Find solution supplier issue Supplier Issue Provide solution to 2nd level support Able to provide 1st level solution Unable to provide 1st level solution Able to provide 2nd level solution Unable to provide 2nd level solution Able to provide solution Solution is effective Unable to provide solution Solution is not effective
  13. 13. Process sphere 08/05/2014 - Process Sphere – all rights reserved 13 Baseline parameters Process sphere Simulation parameters • Duration: 1 month • Replications: 3 • Time unit: minutes Process Triggers • 2200 new calls raised by customers in each 24h period, distributed differently across time periods Decision points • Under the Front office responsibility: • 60% of the times is able to provide a solution; • 15% of the times the solution is not effective. • Under the 1st level Technical support agent: • 70% of the times is able to provide a solution; • Under the 2nd level Technical support agent: • 80% of the time is able to provide a solution.
  14. 14. Process sphere 08/05/2014 - Process Sphere – all rights reserved 14 Setting parameters in the model
  15. 15. Process sphere 08/05/2014 - Process Sphere – all rights reserved 15 Simulation scenario #1 Explore control flow perspective Process sphere Goals • What are the most / less used paths? Results wanted • How many times activities were processed • How many instances reached the end • Completeness and Loss ratio
  16. 16. Process sphere 08/05/2014 - Process Sphere – all rights reserved 16 Simulation scenario #2 Explore temporal perspective Process sphere Goals • What is mean time for providing a solution to the customer? • How can we use this data to setup internal acceptable (SLA) Results wanted • Min durations of the process instance • Max durations of the process instance • Mean durations of the process instance
  17. 17. Process sphere 08/05/2014 - Process Sphere – all rights reserved 17 Additional parameters To explore this scenario, it’s necessary to setup activity duration and standard deviation. Process sphere Activity Mean (min) Standard deviation (min) Get issue description from customer 4 0,5 Provide solution to customer 10 2,5 Further data is provided in the BPSIM’s Implementers guide [..]
  18. 18. Process sphere 08/05/2014 - Process Sphere – all rights reserved 18 Simulation scenario #3 Explore resource perspective Process sphere Goals • Balancing the workforce with these constraint - number of reported requests during the day Results wanted • Resource Sum of processing time • Resource Sum of wait time • Resource % occupancy
  19. 19. Process sphere 08/05/2014 - Process Sphere – all rights reserved 19 Process sphere Additional parameters To explore this scenario, it’s necessary to setup incoming calls during the day, plus available human resources. 6 a.m. to 12 p.m. 12 p.m. to 6 p.m. 6 p.m. to 12 a.m. 12 a.m. to 6 a.m. 6 a.m. to 12 p.m. 12 p.m. to 6 p.m. 6 p.m. to 12 a.m. 12 a.m. to 6 a.m.
  20. 20. Process sphere 08/05/2014 - Process Sphere – all rights reserved 20 Everything, everything, about BPSIM, can be found here http://www.bpsim.org/
  21. 21. Questions? www.process-sphere.pt info@process-sphere.pt www.simul8.com info@simul8.com

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