Task 3 [10 marks]. Calculate the cycle time efficiency of the as is process assuming that: Submitting and registering a new claim takes 5 minutes on average. Claims spend on average 1 hour waiting for a Junior Claims Adjustor to check them. This applies both to new claims and to re-submitted claims. Checking if a new claim is known takes on average 10 minutes. In 20% of cases the claim is known. In this case, it takes about 5 minutes for the Junior Claims Adjustor to communicate the resolution to the client. Once this is done, the claim is marked as closed. On the other hand, if the claim is not known, the claim is automatically forwarded to the Senior Claims Adjustor staff. New claims spend on average 2 hours waiting for a Senior Claims Adjustor to evaluate them. Senior Claims Adjustors take on average 20 minutes to evaluate a new claim. Senior Claims Adjustors take 5 minutes to prioritize a claim. The time between the moment a claim has been prioritized, and the moment the claim is picked-up by a Senior Claims Adjustor is 20 hours. The time required to research and resolve a claim is on average 2 hours. The time to write the resolution to a claim is on average of 20 minutes. Once a Senior Claims Adjustor has written the resolution of a claim, it takes on average 20 hours before the claim is fetched from the claims tracking system by a Junior Claims Adjustor. It takes on average 20 minutes for a Junior Claims Adjustor to send to the client a problem resolution previously written by a Senior Claims Adjustor. It takes on average 20 hours between the moment a resolution is sent by the Junior Claims Adjustor and the moment the resolution is reviewed by the client. It takes the client around 10 minutes to e-mail the review results to the Junior Claims Adjustor. In 20% of cases the claim is not resolved, and it needs to be forwarded to Senior Claim Adjustor staff again. In this latter case, it takes about 2 minutes for the Junior Claims Adjustor to forward the claim to the Senior Claims Adjustor staff. Unresolved claims that are forwarded in this way are automatically marked as prioritized since they have already been prioritized in the previous iteration. Hint. Cycle time efficiency is equal to theoretical cycle time divided by total cycle time. To calculate theoretical cycle time, only take into consideration time spent in actual work, excluding waiting times and non-valued-added activities.