Tasks: Calculate the cycle time efficiency. and Create BPMN model of the as$-$is process.

Let's consider an updated version of the process performed by an IT helpdesk that handles requests from clients, who are employees of a company. This company has approximately $800$ employees. Requests can include IT$-$related problems or access requests, such as requesting rights to access a system.

Requests are handled based on their type and priority, with three priority levels: $$critical$,$high$,$ or $$standard$.$

The current process is as follows: A client contacts the help desk via phone or email to submit a request. The help desk is staffed with six $$Level$-1$ support staff members, typically junior employees with less than $18$ months of experience. They are capable of resolving known problems and simple requests. The hourly cost for a Level$-1$ staff member is $$60.$ When a Level$-1$ employee cannot resolve a request, it is escalated to a more experienced $$Level$-2$ support team. There are four Level$-2$ staff members, with an hourly cost of $$100.$

Upon receiving a request, a Level$-2$ employee evaluates it to determine the priority level. The job tracking system subsequently assigns the request to the same or another Level$-2$ staff member based on priority and backlog. Once a Level$-2$ staff member is assigned, they research and develop a resolution, which is then sent back to the Level$-1$ employee.

The Level$-1$ employee forwards the resolution to the client, who tests it and notifies the outcome via email. If the client confirms that the issue is resolved, the request is marked as complete, and the process ends. If not, the request is returned to Level$-2$ support for further investigation and goes through the process again.

Requests are tracked in a job management system that records details such as the request type, priority level, and client information. When a request is registered, it is marked as $$open$.$ If it is escalated to Level $2,$ it is marked as $$forwarded to level $2,$ and when a resolution is returned to Level $1,$ it is marked as $$returned to level $1.$ Once a request is resolved, it is marked as $$closed$.$

Each request receives a unique identifier, and upon registration, the job tracking system sends an email to the client with a $$request reference number$$ for follow$-$up$.$

Process Details:

$-$ Submitting and registering a new request takes $4$ minutes on average.

$-$ Requests spend, on average, $1$ hour waiting for a Level$-1$ staff to review them, both for new and resubmitted requests.

$-$ Checking if a new request is $$known$$ takes, on average, $12$ minutes. In $35\%$ of cases, the request is known, taking between $4$ to $12$ minutes for Level$-1$ staff to communicate the resolution to the client. The request is then marked as $$closed$.$

$-$ If the request is not $$known$,$ it is forwarded to Level $2.$

$-$ New requests spend, on average, $2\mathrm{.}5$ hours waiting for Level$-2$ staff evaluation. Evaluating a new request takes Level$-2$ staff, on average, $25$ minutes.

$-$ Level$-2$ staff take $8$ minutes to prioritize a request.

$-$ The time between prioritization and when a Level$-2$ staff member picks up the request is $18$ hours.

$-$ The time required to research and resolve a request averages $1\mathrm{.}5$ hours.

$-$ Writing the resolution for a request takes $25$ minutes on average.

$-$ Once a resolution is written, it takes, on average, $16$ hours before a Level$-1$ staff member retrieves it from the job tracking system.

$-$ It takes an average of $15$ minutes for a Level$-1$ staff member to send the resolution to the client.

$-$ There is a $16-$hour average delay between when a resolution is sent by Level $1$ and when the client tests it$.$

$-$ Clients take approximately $15$ minutes to email test results to Level$-1$ staff.

$-$ In $20\%$ of cases, the request is not resolved and needs to be forwarded to Level$-2$ again, taking $1$ minute for Level$-1$ to do so$.$ These unresolved requests are automatically prioritized since they were prioritized previously.

$-$ No additional costs exist beyond the resource costs.