S3 Complex Process Map

• Demonstrate the ability to apply advanced process mapping techniques to depict complex processes.

Instructions

1. This assignment will be using the same mini-case as was used in the prior assignment (provided below).  Upload your process map to Canvas.


2. For this assignment you will:
   
   
   
   1. Using the additional information from Chapter 4. Modify your process map to:
      
      
      
      1. Make any necessary changes to the current process map to improve it.
      
      
      2. Make a list of the improvements and why you feel this improves the map (pg. from text or missed steps from the case can be used to explain).
      
      
      3. Map the sub-processes for those processes that you show as summary processes (interaction with Excel and researching to resolve request).
      
      
      
      
   
   
   
   

Mini-Case Scenario:

• A user calls 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, tests it, and gives it or applies it to the user request. If the test was a success, L1 gives the solution to the user, the user tests it, and gives the outcome to the L1. If the fix works, L1 updates the status in Excel, saves the file, ends the phone call, and the process ends.


• If the problem is not known or the L1 and/or user tests do not work, the phone call ends and the L1 tries to resolve (i.e., fix) the problem. The fix is tested. If it works, it is given to the customer. The customer tests and gives the outcome to L1. If the fix works, L1 updates status in Excel, saves the file, ends the phone call, and the process ends.


• If not fixed, L1 sends problem via email to L2 for resolution and the L1 process ends.

Rubric

BADM 6330 Complex Process Map Improvement Rubric (1)BADM 6330 Complex Process Map Improvement Rubric (1)CriteriaRatingsPtsThis criterion is linked to a Learning OutcomeRoles Correctly Defined2.0 ptsFull Marks0.0 ptsNo Marks2.0 pts

This criterion is linked to a Learning OutcomeCorrect Use of Diagram Shapes2.0 ptsFull Marks0.0 ptsNo Marks2.0 pts

This criterion is linked to a Learning OutcomeAccurate and correctly formatted Process Labels2.0 ptsFull Marks0.0 ptsNo Marks2.0 pts

This criterion is linked to a Learning OutcomeHandoffs Shown Correctly (Send and Receive)2.0 ptsFull Marks0.0 ptsNo Marks2.0 pts

This criterion is linked to a Learning OutcomeEasy to Follow Logic2.0 ptsFull Marks0.0 ptsNo Marks2.0 pts

This criterion is linked to a Learning OutcomeAdherence to Process Mapping Rules2.0 ptsFull Marks0.0 ptsNo Marks2.0 pts

This criterion is linked to a Learning OutcomeAll Steps are accurately shown (Tabular and Map)2.0 ptsFull Marks0.0 ptsNo Marks2.0 pts

This criterion is linked to a Learning OutcomeSub-processes mapped correctly6.0 ptsFull Marks0.0 ptsNo Marks6.0 pts

Total Points: 20.0