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
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
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
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
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
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
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
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