ITSCM 776 - Business Process Innovation and Management Process Model Assignment #1 Read the narrative provided, and answer the questions that follow. Narrative The customer acquisition process at ELC begins with receiving information from potential customers. The information is first logged on the CRM system by a clerk, which takes 5 minutes. The VP of Marketing then takes 10 minutes to decide and label the potential customer as 'viable' or 'undetermined' in the system. About 30% of the potential customers are 'viable', and the remaining 'undetermined'. Viable customers are referred to the sales department with three sales representatives (Sales Reps). Each Sales Rep takes 35 minutes to contact viable customer, gather additional information and enter this information into the system. VP of Marketing then schedules a product demonstration at the company. This activity takes 2 minutes. 'Undetermined' customers are assigned to two marketing representatives (Marketing Reps), who take 30 minutes to contact the potential customer to determine the status. About 50% of undetermined customers are typically found to be 'prospects'. The remaining customers are labeled 'non viable'. In a typical day, 10 potential customers arrive each hour. NOTE: A model has to just represent what is stated in the description. Please do not make any assumptions regarding extra steps for 'prospects' or other entities/resources/activities. Section 1: Manual Calculations 1. Draw the process using Process Model software and copy-paste here. 2. Manually calculate the capacities for each resource. (12 points) 3. Is there a bottleneck in the process? Explain. (4 points) 4. Manually calculate the cycle times of viable, non-viable and potential customers. ( 9 points) Section 2: PM Analysis (40 points for the model; Total of 10 points for the questions) - Use the model you drew in Section 1 using the Process Model software - Save your file as "Your firstname Lastname spgg" (40 points) - Simulate your model for 40hours and answer the following questions. 1. Compare the simulation results and the manual calculations. Do the results match in terms of cycle times, resource usage, queue build-up etc.? Take snapshots and copy-paste relevant sections from PM output to justify your answer, and explain. (5 points) 2. Explain one strategy for improving this process, except adding resources. (5 points) To Submit in the Canvas Dropbox - PM Assignment #1 1. Process model file - "Your firstname lastname, Spg " 2. Answers to questions in Section 1 and 2 in a Word document