Our orders are delivered strictly on time without delay 
Try to identify all of the process steps in the case and name them appropriately. Use the text technique to develop the hierarchy of steps for the process. Draw a process map.
Help Desk Mini-Case Process Practice Please read case on the next slide and take some time to do the following. A user contacts the help desk with a problem or request. Level 1 support staff (L1) answer the phone. The L1 documents the problem in Excel and saves it. The L1 checks to see if a known solution is documented. If yes, L1 finds the solution, gives it or applies it to the user request, enters the status in Excel and saves, and ends the phone call. YOUR TASKS Try to identify all of the process steps in the case and name them appropriately. Use the text technique to develop the hierarchy of steps for the process. Draw a process map. A user contacts the help desk with a problem or request. Level 1 support staff (L1) answer the phone. The L1 documents the problem in Excel and saves it. The L1 checks to see if a known solution is documented. If yes, L1 finds the solution, gives it or applies it to the user request, enters the status in Excel and saves, and ends the phone call. If the problem is not known, the phone call ends and the problem is forwarded via email to a Level 2 support person (L2). L2 answers emails as time permits with from 1-120 hours delay (avg=10). L2 logs the request into an Excel spreadsheet and saves. L2 prioritizes the problem and it enters a que from 1-120 hours (avg=20). L2 fixes the problem; this can take from 1-80 hours (avg = 2). A user contacts the help desk with a problem or request. Level 1 support staff (L1) answer the phone. The L1 documents the problem in Excel and saves it. The L1 checks to see if a known solution is documented. If yes, L1 finds the solution, gives it or applies it to the user request, enters the status in Excel and saves, and ends the phone call. If the problem is not known, the phone call ends and the problem is forwarded via email to a Level 2 support person (L2). L2 answers emails as time permits with from 1-120 hours delay (avg=10). L2 logs the request into an Excel spreadsheet and saves. L2 prioritizes the problem and it enters a que from 1-120 hours (avg=20). L2 fixes the problem; this can take from 1-80 hours (avg = 2). When the problem is fixed, L2 sends fix to L1. L1 gets email (1-10 hrs delay, avg=2). L1 forward fix to customer where it has 1-120 hr delay (avg=20). User tests fix and sends outcome to L1 via email. If fixed, L1 updates status on Excel and saves. L1 closes request and sends close notice to user. If not fixed, L1 sends problem back to L2 for rework Try to identify all of the process steps in the case and name them appropriately. Use the text technique to develop the hierarchy of steps for the process. Draw a process map. text book process mapping and management by sue conger.
