Task $3$ : Calculate the cycle time efficiency of the $$as is$$ process assuming that: $-$

$$ Submitting and registering a new request takes $5$ minutes on average.

$$ Requests spend on average $1$ hour waiting for a Level$-1$ staff to check them. This applies both to new requests and to re$-$submitted requests.

$$ Checking if a new request is $$known$$ takes on average $10$ minutes. In $20\%$ of cases the request is known. In this case, it takes about $5$ minutes for the Level$-1$ staff to communicate the resolution to the client. Once this is done, the request is marked as $$closed$.$ On the other hand, if the request is not $$known$,$ the request is automatically forwarded to Level $2.$

$$ New requests spend on average $2$ hours waiting for a Level$-2$ staff to evaluate them. Level$-2$ staff take on average $20$ minutes to evaluate a new request.

$$ Level$-2$ staff take $5$ minutes to prioritize a request.

$$ The time between the moment a request has been prioritized, and the moment the request is picked$-$up by a Level$-2$ staff member is $20$ hours.

$$ The time required to research and resolve a request is on average $2$ hours.

$$ The time to write the resolution to a request is on average of $20$ minutes.

$$ Once a Level$-2$ staff has written the resolution of a request, it takes on average $20$ hours before the request is fetched from the job tracking system by a Level$-1$ staff.

$$ It takes on average $20$ minutes for a Level$-1$ staff to send to the client a problem resolution previously written by a Level$-2$ staff.

$$ It takes on average $20$ hours between the moment a resolution is sent by the Level $-1$ staff, and the moment the resolution is tested by the client.

$$ It takes the client around $10$ minutes to e$-$mail the test results to the Level$-1$ staff.

$$ In $20\%$ of cases the request is not resolved, and it needs to be forwarded to Level$-2$ again. In this latter case, it takes about $2$ minutes for the Level$-1$ to forward the request to the Level$-2$ staff. Unresolved requests that are forwarded in this way are automatically marked as $$prioritized since they have already been prioritized in the previous iteration.

$(08$ Marks$)$

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.

Task $4$ : Write an issue register for this process, identifying top three issues observed in the process. Make suitable assumptions if and where required.

$(08$ Marks$)$

Task $5$ : Propose a set of changes to improve the above process. You may consider applying appropriate redesign heuristics and $/$ or reengineering principles. Give a justification for each change.