What are the pools and lanes in the below scenario, as well as the activities and events:

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The process starts when an ABIL member calls the Legal Advice Call Centre or sends a request via the ABIL app on their phone to request legal advice. If the request is via a phone call, the Call Centre consultant registers it as a new request into the Legal Advice Support System, an activity which takes 5 minutes on average. If the request comes via the ABIL App, the Legal Advice Support System automatically adds it as a record in its database. Irrespective of how the request is registered, the system generates a case reference number and instantaneously marks it as "Open", and sends an email to the member advising of the reference number and next steps.

The Call Centre is staffed with 10 final-year law students who are able to respond to frequently asked questions (FAQs are questions for which a solution had previously been researched and recorded in the Legal Advice Support System). The Call Centre consultants can also deal directly with standard contractual law queries.

All standard contractual law queries are immediately responded to, which typically takes 10 minutes via telephone, and 55% of all queries are addressed in this way. For all other requests, on average there is a 30-minute waiting time before a Call Centre consultant can check them. Reviewing all other requests are an FAQ takes on average 5 minutes (to ensure the same precedent applies). In 20% of the total number of requests, these other requests relate to an FAQ, and in such cases, it takes a further 15 minutes on average for the Call Centre consultant to provide advice to the member. In all cases, once the response is provided to the member, it takes the Call Centre consultant 1 minute to mark the request as Closed, and then sends a confirmation email to the member, advising of the request being closed, and ending the process for that request. For the remaining requests that are neither a standard contractual law query nor an FAQ, the Call Centre consultant marks it as "complex" and the Legal Advice Support System adds it to the Qualified Lawyers' work backlog within the Legal Advice Support System.

There are five Qualified Lawyers, and their hourly wage is AU$80. When a Qualified Lawyer receives a request, s/he evaluates it and assigns it one of three priority levels: Critical, Urgent, or Normal. New requests spend on average 1 hour waiting for a Qualified Lawyer to evaluate them. Qualified lawyers take on average 20 minutes to evaluate a new request and 3 minutes to prioritise a request. The Legal Advice Support System will then assign the request to the same or another Qualified Lawyer, depending on the assigned priority level and the backlog of requests. The time between the moment a request has been assigned, and the moment the request is picked up by a Qualified Lawyer is 4 hours.

Once the request is assigned to a Qualified Lawyer, it is researched by that Qualified Lawyer, an activity which takes on average of 30 minutes. The Qualified Lawyer then drafts legal advice. The time taken to write the advice is, on average, 45 minutes, and, once saved in Legal Advice Support System, it is added to the Call Centre consultant's backlog. Once the advice is written, it takes on average 8 hours before a Call Centre consultant checks this solution from the Legal Advice Support System, which then takes 10 minutes on average. Once checked, the Call Centre consultant spends an average of 20 minutes drafting a cover letter, and then immediately sends the advice to the member, who will respond with one of two possibilities: resolved, or not resolved.

It takes on average 10 hours from the moment the complex legal advice is sent by the Call Centre consultant, to when the Legal Advice Support System receives a confirmation from the Member that the request is now Resolved. Legal Advice Support System then instantaneously marks the request as Closed, and the process ends. Requests are resolved in 85% of the cases. In 15% of the cases, the Legal Advice Support System receives an update from the member, noting the request is marked as Not resolved. These responses are received in 3 hours from the provision of complex advice on average, reflecting members' desire to finalize the correct advice they need quickly. In those cases, the Legal Advice Support System instantaneously updates the request status to urgent and the request returns to the Qualified Lawyer who dealt with it for further action, at which point the request repeats those steps of the process.

For 40% of all requests, at any point after receiving their reference and next steps email, and before they get a response, the member calls the Call Centre consultant to remind them that they are still awaiting an answer to their request. On average, each of these impatient phone calls takes 5 minutes to resolve, and when the Member asks for the status of their request, the Call Centre consultant often gives an incorrect answer before realizing their error (or that of the system). This comes down to the Call Centre consultant being unable to accurately determine the status of every request.