Task 1: Calculate the Cycle Time efficiency and WIP for the below helpdesk business process: known issue Check if ticket is of a known issue with stored solution Retrieve solution from DB Prepare message to user Close ticket Helpticket recieved New issue Send solution to user Solution Successful Research issue R X P repare solution Ask user to test solution check user test results + Solution failed Document solution in DB Update ticket detail Cycle time Check if ticket is of a known issue with stored solution 2 hrs Retrieve solution from DB 1 hr Prepare message to user 1 hr Research issue 8 hrs Prepare solution 8 hrs Ask user to test solution 4 days Document solution in DB 2 hrs Update ticket detail2 hrs Check user test results 2 hrs Close ticket 1 hr Processing time 5 min 5 min 15 min 6 hrs 1 hr 4 hrs 30 min 5 min 30 min 5 min Helpdesk tickets arrive with a rate of 5 tickets per day. 80% of all issues are known issues. 90% of all solutions succeed. Helpdesk employees work 8 hours in a working day