Calculate the Cycle Time efficiency and WIP for the below helpdesk business process:

 Helpdesk tickets arrive at a rate of 5 tickets per day

80% of all issues are known to issue

 90% of all solutions succeed.

 Helpdesk employees work 8 hours in a working day.

The helpdesk technician first prepares solution instructions for the user, and when done will send it to the user via email. The technician will wait for 24 hours before he/she checks for user feedback in the system (feedback = user comments on the solution). If no feedback is found, a reminder email is sent to the user. Every time a reminder is sent to the user the technician will wait 2 days before checking the feedback again. This will continue until the user provides feedback. Once the feedback is received the technician analyzes the user feedback and based on it one of the following actions are taken:

 If the user needs more time to test the solution, the technician waits 2 days before they check on the user feedback again, and if not received reminder emails are sent until the user provide feedback. If user feedback exists, it will be analyzed again, and the same three actions will apply here as well.

 If the user needs additional instructions, the technician provides the additional instructions and waits for 3 days to check for the user feedback. Here again, the technician sends reminder emails if no feedback is found. If user feedback exists it will be analyzed again, and the same three actions will apply here as well.

 If the user completed the test, the technician will document user?s results in the ticket record and then wait two days in case of additional questions arising before the sub process is completed.

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Check if ticket is of a known issue with stored solution known issue Retrieve Prepare message to user Close ticket solution from DB Helpticket reciecved send solution to New issue user Solution Successful Ask user to test solution check user test results Research issue Prepare solution Solution failed Document solution in DB Update ticket detail Cycle time Check if ticket is of a known issue with stored solution 2 hrs Processing time 5 min Retrieve solution from DB 1 hr 5 min Prepare message to user 1 hr Research issue 8 hrs 15 min 6 hrs Prepare solution 8 hrs Ask user to test solution 4 days Document solution in DB 2 hrs 1 hr 4 hrs 30 min Update ticket detail 2 hrs 5 min Check user test results 2 hrs 30 min Activate Windo Close ticket 1 hr 5 min Go to Settings to ac Check if ticket is of a known issue with stored solution known issue Retrieve Prepare message to user Close ticket solution from DB Helpticket reciecved send solution to New issue user Solution Successful Ask user to test solution check user test results Research issue Prepare solution Solution failed Document solution in DB Update ticket detail Cycle time Check if ticket is of a known issue with stored solution 2 hrs Processing time 5 min Retrieve solution from DB 1 hr 5 min Prepare message to user 1 hr Research issue 8 hrs 15 min 6 hrs Prepare solution 8 hrs Ask user to test solution 4 days Document solution in DB 2 hrs 1 hr 4 hrs 30 min Update ticket detail 2 hrs 5 min Check user test results 2 hrs 30 min Activate Windo Close ticket 1 hr 5 min Go to Settings to ac

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