Event Administration – Example use case of ProcessView Large, Global Outsourcer of back office BPO activity They created a centralized Administration desk to assist the field in: Getting Statement’s of Work approved through the proper channels Assigning service orders to the appropriate resources Working Work requests and Changes to scope of projects 1
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Event Administration – Example use case of ProcessView Large, Global Outsourcer of back office BPO
activity
They created a centralized Administration desk to assist the field in:
Getting Statement’s of Work approved through the proper channels
Assigning service orders to the appropriate resources
Working Work requests and Changes to scope of projects
Service Order (SO) 98 PS Analyst(s) acceptassignment
EAD, PS Analyst, OC/OSA
Change Order (CO) 9 CO Event complete and closed
EAD
2
Input Process Output
Current State Definition
3
Review of historical data and subject matter expert (SME) interviews were used to construct and validate the Event Administration process models. These models were then used to measure current state performance for each process.
SO START
ArrivalRate99 per 22
days
PS Analyst provide
signed, Service
Order (SO) to OC/
OSA, ISM
approval as req’d.
PT (1,2) min
Dur (1,2) min
OC/OSA provide
Oracle Customer
Account # and
Oracle Sales
Order # to PS
Analyst
PT 5 min
Dur (1,3) days
PS Analyst write
Oracle Customer #
and Oracle Sales
Order # on the SO
document in top
right corner
PT 1 min
Dur 1 min
PS Analyst scan
and e-mail SO
document to Event
Admin
PT (1,2) min
Dur (1,2) min
EAD create SO
Event in
SharePoint
PT 5 min
Dur 5 min
EAD publish and
assign SO Event
to Project Server
(PWA)
PT (5,10) min
Dur (5,35) min
SO END
Legend
Resources
EAD
OC/OSA
PS Analyst
SO Document
Missing
Information?
PT 1 min
Dur 1 min
NO95%
EAD inform PS
Analyst missing
info.
PT 1 min
Dur 1 min
PS Analyst add
missing
information to
document and
provide to EAD
PT 1 min
Dur 1,(1,2) days
YES5%
EAD validate order
information
PT (1,2) min
Dur (1,2) min
Arrival Rate was captured to describe the demand for processing.
The resources required at each activity were identified and the effort involved was estimated using ranges of minimum to maximum values.
Probabilities were estimated to determine the frequency activities are performed.
Once valid process models were constructed, they were leveraged to assess current state performance, to focus improvement actions, and to evaluate potential future states.
Service Order Current State Model
Current State PerformanceKey Performance Indicator (KPI)
Work Order (WO)
Statement of Work (SOW)
Service Order (SO)
Change Order (CO)
Average Duration (Elapsed Time)
9.9 Hr 1.7 Hr 17 Hr 11 Min
Resources Time (per Event)
38 Min 10 Min 24 Min 11 Min
Resource Cost (per Event)
$43.53 $12.11 $25.65 $11.00
4
Current State Performance
5
Resource Work Order Service Order Statement of Work Change Order Total
EAD 31.81 14.98 7.99 11.00 65.78
PS Analyst 1.52 4.05 0.55 - 6.12
ISM 4.29 - 1.50 - 5.79
OC/OSA - 5.00 - - 5.00
Total 37.63 24.03 10.04 11.00 82.69
Time Units are in Minutes
-
5.00
10.00
15.00
20.00
25.00
30.00
35.00
Work Order Service Order Statement of Work
Change Order
Resource Time Summary
EAD PS Analyst ISM OC/OSA
Resource Work Order Service Order Statement of Work Change Order Total
EAD 31.81$ 14.98$ 7.99$ 11.00$ 65.78$
PS Analyst 2.13$ 5.67$ 0.77$ -$ 8.57$
ISM 9.58$ -$ 3.35$ -$ 12.93$
OC/OSA -$ 5.00$ -$ -$ 5.00$
Total 43.53$ 25.65$ 12.11$ 11.00$ 92.28$
Current State Performance
6
$-
$5.00
$10.00
$15.00
$20.00
$25.00
$30.00
$35.00
Work Order Service Order Statement of Work
Change Order
Resource Cost Summary
EAD PS Analyst ISM OC/OSA
Resource Costing
Rates
ISM $134.00 per hour
PS Analyst $84.00 per hour
EAD $60.00 per hour
EAD create WO
Event in SP
EAD publish WO
Event to Project
Server (PWA)
EAD review
resource pool in
Project Server
(PWA)
EAD marks
notification WO
picked up (add
analyst name)
EAD create WO
ITT Event in SP
EAD modify PWA
record to assign
PS Analyst
Wait for system
refresh to reflect
publication
EAD send e-mail
to PS Analyst RE:
assignment
Workflow for
Resource
Assignment/
Identification
Workflow to
publish to
Project Server
(PWA)
Automated
e-mail
notification
Improvement OpportunitiesWork Order (WO) / WO ITT / WO (Standalone)
ActivityProcess Time
(Min)Percent
Cumulative Percent
EAD publish WO Event to Project Server (PWA) 7.43 20% 20%
EAD review resource pool in Project Server (PWA) 7.43 20% 39%
Wait for system refresh to reflect publication 4.95 13% 53%
EAD modify PWA record to assign PS Analyst 3.47 9% 62%