Reference no: EM133481184

Process Modeling & Analysis

A small off-shore Business Process Outsourcing (BPO) center in Hong Kong provides customer support for credit card and customer account operations of its international client banks in the United States and the United Kingdom. The office/service is available 24 hours a day, 7 days a week. This organization employs Call Center Assistants (CCA) who are responsible for answering all incoming calls and logging them. Once a call is logged, the call is automatically transferred (based on information logged in by the CCA) to a Customer Service Representative (CSR) for either the USA or the UK since separate representatives are currently employed for these two countries. The CSR discusses the problem with the customer to gather relevant information, then decides whether it is a credit card-related problem or a customer account-related problem. Based on the customer's information, the call is automatically transferred to either a Credit Card Specialist (CCS) for the appropriate country if the inquiry is related to credit cards,or to an Account Specialist (AS) if it is related to a customer account. Although the same AS can handle customer account inquiries for both countries, separate CCSs are currently employed for the US and the UK. Finally, in an effort to ensure a positive experience for customers, Credit Card Specialists and Account Specialists spend about 10 seconds encouraging callers to complete a quality control survey fora chance to win a $100 Visa gift card. All quality control surveys are handled by the same Quality Control Specialist (QC).

In a normal day, it has been observed that on average, 3calls arrive every 2 minutes. In addition, it has been observed that 55% of the calls arriving at the center are from the US and 45% from the UK. The calls from each country are evenly distributed (50%) between credit card inquiries and customer account inquiries. Finally, despite the gift card incentive, it has been observed that on average, only 5% of callers are willing to complete the quality control survey.

The following time estimates in minutes are available for various activities in the process:

Logging and answering calls 5
Gathering customer info (US customer) 7
Gathering customer info (UK customer) 6
Responding to US credit card inquiry 10
Responding to UK credit card inquiry 6
Responding to customer account inquiry 12
Quality Control Survey 8

Note that decision making for directing calls is made automatically by the workflow system used to handle the calls; it does not take any extra time in the system and should not be accounted for with decision points. Similarly, no additional time is required for calls to exit the system (but your model should account for calls exiting the system). Finally, there is no move time between various activities.

The number of personnelworking at the center at any one time isprovided below:

Resource          Qty                 

CCA                2                                 

CSR-US           1                                 

CSR-UK          1                                 

AS                   2                                 

CCS-US           2                                 

CCS-UK          1                                 

QC                   1                                 

Requirements:

(1) Process modeling: Create a BPMN process model that describes this process. Please note that:
• There may be different ways to model the process/parts of the process. Please note the rationale for any modeling decisions you make.
• Move times between activities are negligible.

(2) Process simulation: Simulate the process for 12 hours. Note that you'll have to calculate how many patients would arrive during that time (based on the arrival rate).
• Simulate the process in BIMP.
• Do not be concerned about shifts...the service operates 24/7.
• After running the simulation, click the Save Scenario button and submit the resulting .bpmn file. This, by the way, is the file you'd want to load into BIMP if you subsequently wished to change BIMP data.
• Click the Download CSV button and submit that file as well
• Copy/save Heatmaps (Waiting Times and Counts)

(3) Process Analysis: Answer the following questions
According to the simulation results
a) On average, how long does it take for a caller to get through the process.
b) How long does it take for all callers to be processed by/complete the simulation?
c) What activity incurs the longest average delay?
d) Which is the least utilized (human) resource?

(4) Process Improvement:

• Where in the process would you focus improvements efforts and why?

Part B

BUSINESS PROCESS MODELING

Demonstrate your understanding of good process diagramming techniques, specifically using BPMN compliant notation, by modeling the Account Opening process at Blue Bank. This process is described in the Account Opening in Blue Bank - Part A: Process Visualization case in your Coursepack. Incorporate the feedback you received on prior process modeling assignments.
Consider the following....
• You will not be simulating this model.
• Use a "Black box" pool to represent interactions with the Customer.
• If the Customer provides information that fails the Documentation Check, do as the process description says and send the application back to the Branch Office where the branch will contact the customer and the process will essentially start over.
• The process takes place over several days - intermediate timer events can be used to hold a process until a specific time/day.