BPMN BPSim Presentations Process Analysis Process Management Process Modeling Simulation

BPSim The Technical Support Use Case

Transcript

BPSIM – From a users perspective guide
Technical Support Use Case
Agenda:
1. BPSIM References
2. Process Analysis Perspectives
3. Technical Support Use Case
Agenda:
1. BPSIM References
Process sphere
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Everything, everything, about
BPSIM, can be found here
http://www.bpsim.org/
Agenda:
1. BPSIM References
2. Process Analysis Perspectives
Process sphere
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There are too many dimensions to
do process analysis
The analysis should be question driven
Process sphere
Process sphere
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A
B
C
X
D
Analysis of a business process
A
Activities perspective
1 2
3
Control flow perspective Data perspective
Organizational perspective Performance perspective Social network perspective
Knowledge perspective
Process sphere
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What do you
want
to accomplish?
Source: Process Mining Manifesto – Adapted
register
request
examine
casually
examine
thoroughly
check ticket
decide
pay
compensation
reject
request
reinitiate
request
start end
Performance information (e.g., the average time
between two subsequent activities) can be extracted
from the event log and visualized on top of the model.
A
A
A
A
A
M
M
Pete
Mike
Ellen
Role A:
Assistant
Sue
Sean
Role E:
Expert
Sara
Role M:
Manager
You can play hypotheses and
make impact analysis if
conditions change
You can be interested in
understanding human
resource usage and
balance the workforce
E
You can test the control flow in order to be sure it
makes sense and does not drive the process into
deadlocks or infinite loops, before the process is
automated using IT
Process sphere
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World
People
Procedures
ChangeEvents
Objectives
Rules
registrar
requerimiento
examinar
informalmente
examinar en
detalle
chequear
ticket
decidir
Pagar
compensación
Rechazar
requerimiento
reiniciar
requerimiento
inicio fin
A
A
A
A
A
M
M
E
Data
Simulation Control flow
Time
Human
Resources
Costs
€€



A
B
Agenda:
1. BPSIM References
2. Process Analysis Perspectives
3. Technical Support Use Case
Process sphere
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Process – Technical Support
• The customercalls the contactcenterand reports an issue aboutunderperforming serviceorfaulty
equipmentorsoftware.
• The FrontOffice collects information and tries to provide a solution otherwise they inform the Customerthe
issue is going to be escalated to technicalexperts.
• When the Front Office receives the solution from the technicalexperts,they contactthe customerand try to
close the issue;otherwise they inform the Customerthatthe issue is going to be furtherescalated.
ContextDoingThink
• Knowledge Base provides a
solution?
• Are there other alternatives?
• Forward to supplier if
it’s about technical
design
• Specification analysis
• Root cause analysis
• Deep
investigate issue
Process sphere
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Detailed
BPMN 2.0
Process model
CustomerFrontOffice1stLevelTechicalSupportAgent2ndLevelTechicalSupportAgentSupplier
Provide
solution to
Front Office
Solution received
from 2nd level of
support
Issue handled by
1st level support
1st level Issue
Request 2nd
level support
Find solution
1st level issue
Request
supplier
support
Solution received
from supplier
Provide
solution to 1st
level support
Issue handled by 2
nd level support
2nd level Issue
Find solution
2nd level issue
Customer issue
resolved
Inform
customer the
issue is going
to be
escalated
Get issue
description
from customer
Customer issue
report
Solution received
from 1st level of
support
Provide
solution to
customer
Request 1st
level support
Issue handled by
supplier
Find solution
supplier issue
Supplier Issue
Provide
solution to 2nd
level support
Able to provide 1st
level solution
Unable to provide
1st level solution
Able to provide 2nd
level solution
Unable to provide
2nd level solution
Able to provide
solution
Solution is effective
Unable to provide
solution
Solution is not
effective
Process sphere
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Baseline parameters
Process sphere
Simulation parameters
• Duration: 1 month
• Replications: 3
• Time unit: minutes
Process Triggers
• 2200 new calls raised by
customers in each 24h
period, distributed differently
across time periods
Decision points
• Under the Front office
responsibility:
• 60% of the times is able to
provide a solution;
• 15% of the times the
solution is not effective.
• Under the 1st level Technical
support agent:
• 70% of the times is able to
provide a solution;
• Under the 2nd level
Technical support agent:
• 80% of the time is able to
provide a solution.
Process sphere
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Setting
parameters in
the model
Process sphere
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Simulation scenario #1
Explore control flow perspective
Process sphere
Goals
• What are the most / less used
paths?
Results wanted
• How many times activities were
processed
• How many instances reached
the end
• Completeness and Loss ratio
Process sphere
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Simulation scenario #2
Explore temporal perspective
Process sphere
Goals
• What is mean time for providing
a solution to the customer?
• How can we use this data to
setup internal acceptable (SLA)
Results wanted
• Min durations of the process
instance
• Max durations of the process
instance
• Mean durations of the process
instance
Process sphere
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Additional parameters
To explore this scenario, it’s necessary to setup
activity duration and standard deviation.
Process sphere
Activity Mean (min) Standard deviation (min)
Get issue description from customer 4 0,5
Provide solution to customer 10 2,5
Further data is provided in the BPSIM’s Implementers guide [..]
Process sphere
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Simulation scenario #3
Explore resource perspective
Process sphere
Goals
• Balancing the workforce with
these constraint – number of
reported requests during the day
Results wanted
• Resource Sum of processing
time
• Resource Sum of wait time
• Resource % occupancy
Process sphere
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Process sphere
Additional parameters
To explore this scenario, it’s necessary to setup
incoming calls during the day, plus available
human resources.
6 a.m. to 12 p.m. 12 p.m. to 6 p.m. 6 p.m. to 12 a.m. 12 a.m. to 6 a.m. 6 a.m. to 12 p.m. 12 p.m. to 6 p.m. 6 p.m. to 12 a.m. 12 a.m. to 6 a.m.
Process sphere
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Everything, everything, about
BPSIM, can be found here
http://www.bpsim.org/
Questions?
www.process-sphere.pt
info@process-sphere.pt
www.simul8.com
info@simul8.com

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