Homework 5
- To be completed individually or in pairs
- Submit a document in PDF (preferred option) or Word format.
Consider this Helpdesk log
This event log captures the Issue-to-resolution process of a Baltic company operating across EE, LV, and LT. A case is considered to be completed/closed iff the "Closed" event has occured.
Answer the following questions. Explain how you obtained each answer, and give a screenshot of Apromore where the answer to this question is displayed.
- [1 point] What are the four main waiting bottlenecks in this process? (i.e. the transitions with highest waiting times). For each waiting bottleneck, indicate in how many cases it occurs.
- [1 point] What category of issues takes, on average, the longest to be closed? The “category” is a case attribute. So in the attribute filter, you will find it, most likely, in the “case attribute” section.
- [1 point] In how many closed cases, an issue was dispatched more than once? What is the difference in average case duration between those cases in which dispatched is repeated, versus cases where it does not occur, or it is not repeated?
- [2 points] According to the Service-Level Agreement (SLA) of this process, an issue must be closed within 3 months. Which country has the highest percentage of SLA violations? Which country has the lowest percentage of SLA violations? What distinguishes these two countries? You should cover multiple types of differences: Differences in the relative frequency of activities, differences in the time when the cases occur, and differences in the frequency or duration of the transitions between activities.