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

Event Administration RPA ScopeProcess Triggers Approximate

Monthly DemandProcess Terminators

Resources

Work Order(WO)/WO ITT/WO (Standalone)

1517 PS Analyst(s) acceptassignment

EAD, ISM, PS Analyst

Statement of Work (SOW)

214 PS Analyst(s) acceptassignment

EAD, ISM, PS Analyst

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%

EAD create WO Event in SP 2.77 7% 69%

EAD create WO ITT Event in SP 1.26 3% 73%

EAD send e-mail to PS Analyst RE: assignment 1.24 3% 76%

EAD marks notification WO picked up (add analyst name) 0.99 3% 79%

7

8 of 34 activities in the Work Order Process account for > 75% of the work.

All of these activities are candidates for workflow automation.

EAD create WO

Event in SP

WO / WO ITT

START

EAD publish WO

Event to Project

Server (PWA)

EAD review

resource pool in

Project Server

(PWA)

PS Analyst receive

WO notification of

assignment

PS Analyst

accept

assignment?

YES

NO

PS Analyst identify

alternate resource

for assignment

Notify EAD of

need for task re-

assignment

PS Analyst

assignment

questions?

NO

EAD discuss PS

Analyst

assignment

questions

YES

EAD re-assign

task to alternate

PS Analyst in

Project Server

(PWA)

Alternate PS

Analyst

assignment

questions?

EAD discuss

Alternate PS

Analyst

assignment

questions

YES

NO

WO/WO ITT END

(Alternate

assigned)

WO/WO ITT END Notifications sent to

eventadmin@ikon.com

Legend

Resources

EAD

ISM

PS Analyst

EAD marks

notification WO

picked up (add

analyst name)

EAD receive

request and make

additional resource

assignments in

PWA

Parallel Branch

Parallel Merge

Field Resource

sends request for

additional resource

assignments to

EAD

Code to

indicate

corresponding

SOW?

Access Oracle to

Open Order and

review associated

documentation

SOW

document

attached?

Return to Event

Review library and

locate

corresponding

SOW event

YESYES

Mark WO

notification picked

up and comment

with SOW Event

Number

SOW Status?

Published

Mark WO

notification picked

up and comment

with SOW Event

Number

And Escalate to

ISM for assistance

Unpublished

SOW Published

END

ISM receive

notification of

unpublished SOW

event and Publish

SOW Event

ISM review

resource pool and

provides

assignment

assistance to EAD

EAD assign PS

Analysts to tasks

in Project Server

(PWA) according

to ISM guidance

PS Analyst receive

SOW notification

of assignment

SOW Published

END

EAD add comment

to WO notification

(Hold)

NO

Escalate to ISM

ISM provide EAD

with associated

SOW event

EAD create WO

ITT Event in SP

NO

WO ITT? YES

NO

EAD modify PWA

record to assign

PS Analyst

Wait for system

refresh to reflect

publication

EAD send e-mail

to PS Analyst RE:

assignment

ISM provide

assignment

info. to EAD?

YES

EAD send request

to ISM for

resource

assignment

information

NO

WO (Standalone)

START

PS Analyst review WO

document for: Oracle

Customer Acct and Sales

Order #s, Billing/Shipping

info., Customer Contact info.,

Signatures

WO document

missing

information?

PS Analyst Add

missing

information to WO

document

YES

NO

PS Analyst Scan

and e-mail WO

document to EAD

E-mail to

eventadmin@ikon.com

EAD compare

sales order

number provided

to WO notification

list and WO event

library numbers

WO Document

missing info?NO

PS Analyst Add

missing

information to WO

document

YES

Edit the data

graphic

Summary

Statistics

Workflow for

Resource

Assignment/

Identification

Workflow to

publish to Project

Server (PWA)

Automated

e-mail

notification

Improvement OpportunitiesStatement of Work (SOW)

ActivityProcess Time

(Min)Percent

Cumulative Percent

EAD review resource pool, publish and assign PS Analyst to tasks in Project Server (PWA) 6.00 60% 60%

ISM review resource pool and provides assignment assistance to EAD 1.50 15% 75%

EAD publish and assign PS Analysts to tasks in Project Server (PWA) according to ISM guidance 1.50 15% 90%

8

1 activity of 9 in the SOW

Event Process accounts for

60% of the work involved

to process a SOW Event.

SOW START

PS Analyst(s)

receive SOW

notification of

assignment

> 80 hrs NO

EAD engage ISM

for assignment

assistance

YES

ISM review

resource pool and

provides

assignment

assistance to EAD

EAD review

resource pool,

publish and assign

PS Analyst to

tasks in Project

Server (PWA)

EAD publish and

assign PS

Analysts to tasks

in Project Server

(PWA) according

to ISM guidance

Legend

Resources

EAD

EAD, ISM

ISM

PS Analyst

Event approved for

publication prior to START

YES

NO

PS Analyst identify

alternate resource

for assignment

Notify EAD of

need for task re-

assignment

EAD re-assign

task to alternate

PS Analyst in

Project Server

(PWA)

SOW END

(Alternate

assigned)

SOW ENDITT 25+? NO

EAD modify event

to incorporate ITT

25+ information

YES

PS Analyst

accept

assignment?

Workflow for

Resource

Assignment/

Identification

Workflow to

publish to

Project

Server (PWA)

Automated

e-mail

notification

PS Analyst(s)

receive SOW

notification of

assignment

> 80 hrs NO

EAD review

resource pool,

publish and assign

PS Analyst to

tasks in Project

Server (PWA)

ITT 25+? NO

EAD modify event

to incorporate ITT

25+ information

YES

Workflow for

Resource

Assignment/

Identification

Workflow to

publish to

Project

Server (PWA)

Automated

e-mail

notification

Improvement OpportunitiesService Order (SO)

ActivityDuration

(Hrs)Percent

Cumulative Percent

OC/OSA provide Oracle Customer Account # and Oracle Sales Order # to PS Analyst 16.00 94% 94%

PS Analyst add missing information to document and provide to EAD 0.51 3% 97%

EAD publish and assign SO Event to Project Server (PWA) 0.33 2% 99%

9

1 activity of 10 in the

Service Order Process

accounts for > 90% of

the total elapsed time to process a Service Order Event.

SO START

PS Analyst provide

signed, Service

Order (SO) to OC/

OSA, ISM

approval as req’d.

OC/OSA provide

Oracle Customer

Account # and

Oracle Sales

Order # to PS

Analyst

PS Analyst write

Oracle Customer #

and Oracle Sales

Order # on the SO

document in top

right corner

PS Analyst scan

and e-mail SO

document to Event

Admin

EAD create SO

Event in

SharePoint

EAD publish and

assign SO Event

to Project Server

(PWA)

SO END

Legend

Resources

EAD

OC/OSA

PS Analyst

SO Document

Missing

Information?

NO

EAD inform PS

Analyst missing

info.

PS Analyst add

missing

information to

document and

provide to EAD

YES

EAD validate order

information

Future State

this will be an

EAD function

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

Future State

this will be an

EAD function

Improvement Actions Automate SharePoint Event Creation for Work Order

and Statement of Work events

Automate Publish and Resource Assignment to Tasks in Project Server (PWA)

Establish automated e-mail notification to PS Analyst of Project Server (PWA) task assignment

Centralize Service Order Oracle look-up activity at EAD

10

Current to Future State ComparisonDuration (Elapsed Time)

11

Process Monthly DemandCurrent State Duration (Hrs)

Future State Duration (Hrs)

Difference % Difference

Work Order 15179.90 9.86 (0.62)

-6%

Service Order 9817.03 19.70 (13.42)

-79%

Statement of Work 214 1.654.35 (0.22)

-13%

0.00 Hrs

5.00 Hrs

10.00 Hrs

15.00 Hrs

20.00 Hrs

Work Orders (WO) Statement of Work (SOW)

Service Orders (SO)

Duration (Elapsed Time) Summary

Current State Future State

Current to Future State ComparisonResource Time

ProcessMonthly Demand

Current State Resource Time per Event (Min)

Future State Resource Time per Event (Min)

Difference % Difference

Work Order 1517 37.63 9.86 (27.77)

-74%

Service Order 98 24.03 19.70 (4.33)

-18%

Statement of Work 214 10.04 4.35 (5.70)

-57%

12

0.00 Mins

5.00 Mins

10.00 Mins

15.00 Mins

20.00 Mins

25.00 Mins

30.00 Mins

35.00 Mins

40.00 Mins

Work Order Service Order Statement of Work

Resource Time Summary

Current State Future State

Current to Future State ComparisonResource Cost

ProcessMonthly Demand

Current State Resource Cost per Event

Future State Resource Cost per Event

Difference % Difference

Work Order 1517 $43.53 $15.76 $(27.77) -64%

Service Order 98 $25.65 $20.42 $(5.22) -20%

Statement of Work 214 $ 12.11 $ 6.42 $(5.70) -47%

13

$0.00

$5.00

$10.00

$15.00

$20.00

$25.00

$30.00

$35.00

Work Order Service Order Statement of Work

Resource Cost Summary

Current State Future State

Implementation of Workflow Automation can drive

> $525,000 in savings for Event Administration annually.

Current to Future State Comparison Total Estimated Savings…

14

Process Monthly Demand Monthly Savings Annual Savings

Work Order 1517 $ 42,122.03 $ 505,464.37

Service Order 98 $ 511.72 $ 6,140.68

Statement of Work 214 $ 1,219.53 $ 14,634.34

Change Order 9 $ - $ -

Total 1838 $ 48,853.28 $ 526,239.39