BPSim The Technical Support Use Case

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/

http://www.bpsim.org/

Agenda:1. BPSIM References2. Process Analysis Perspectives

Process sphere


There are too many dimensions to do process analysis

The analysis should be question driven

Process sphere

Process sphere


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


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


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


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


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

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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.

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Settingparameters inthe model

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Simulation scenario #1Explore control flow perspective

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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

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Simulation scenario #2Explore temporal perspective

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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


Additional parameters

To explore this scenario, it’s necessary to setup activity duration and standard deviation.

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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 [..]

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Simulation scenario #3Explore resource perspective

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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

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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


Everything, everything, about BPSIM, can be found

herehttp://www.bpsim.org/

http://www.bpsim.org/

Questions?

[email protected]

[email protected]

Business

BPSim The Technical Support Use Case