bpsim the technical support use case
DESCRIPTION
TRANSCRIPT
BPSIM – From a users perspective guideTechnical Support Use Case
Agenda:1. BPSIM References2. Process Analysis Perspectives3. Technical Support Use Case
Agenda:1. BPSIM References
Process sphere
10-04-2023 - Process Sphere – all rights reserved 4
Everything, everything, about BPSIM, can be found
herehttp://www.bpsim.org/
Agenda:1. BPSIM References2. Process Analysis Perspectives
Process sphere
10-04-2023 - Process Sphere – all rights reserved 6
There are too many dimensions to do process analysis
The analysis should be question driven
Process sphere
Process sphere
10-04-2023 - Process Sphere – all rights reserved 7
A
B
C
XD
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
10-04-2023 - Process Sphere – all rights reserved 8
What do youwantto 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
10-04-2023 - Process Sphere – all rights reserved 9
WorldPeople
Procedures
ChangeEvents
Objectives
Rules
registrarrequerimiento
examinar informalmente
examinar en detalle
chequear ticket
decidir
Pagar compensación
Rechazar requerimiento
reiniciarrequerimiento
inicio fin
A
A
A
A
A
M
M
E
Data
Simulation Control flow
Time
HumanResources
Costs
€€€€
€
A
B
Agenda:1. BPSIM References2. Process Analysis Perspectives3. Technical Support Use Case
Process sphere
10-04-2023 - Process Sphere – all rights reserved 11
Process – Technical Support • The customer calls the contact center and reports an issue about underperforming service or faulty equipment or software.• The Front Office collects information and tries to provide a solution otherwise they inform the Customer the issue is going to be escalated to technical experts.• When the Front Office receives the solution from the technical experts, they contact the customer and try to close the issue; otherwise they inform the Customer that the issue is going to be further escalated.
Conte
xtD
oin
gThin
k • 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
10-04-2023 - Process Sphere – all rights reserved 12
DetailedBPMN 2.0Process model
Cus
tom
erF
ront
Offi
ce1
st L
evel
Te
chic
al S
uppo
rt A
gent
2nd
Leve
l Tec
hica
l Sup
port
Age
ntS
uppl
ier
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 customerCustomer 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
10-04-2023 - Process Sphere – all rights reserved 13
Baseline parametersProcess 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
10-04-2023 - Process Sphere – all rights reserved 14
Settingparameters inthe model
Process sphere
10-04-2023 - Process Sphere – all rights reserved 15
Simulation scenario #1Explore 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
10-04-2023 - Process Sphere – all rights reserved 16
Simulation scenario #2Explore 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
10-04-2023 - Process Sphere – all rights reserved 17
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 2,5Further data is provided in the BPSIM’s Implementers guide [..]
Process sphere
10-04-2023 - Process Sphere – all rights reserved 18
Simulation scenario #3Explore 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
10-04-2023 - Process Sphere – all rights reserved 19
Process sphereAdditional 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
10-04-2023 - Process Sphere – all rights reserved 20
Everything, everything, about BPSIM, can be found
herehttp://www.bpsim.org/