Delwarcs

Case Analysis: Delwarca Software Remote Support Unit

Group 5A:

Avishkar Mhatre | B14017 |

Harkunwar Sethi | B14026 |

Raman Ladda | B14043 |

Shirish Pathak | B14050 |

Vishnu V | B14061 |

Q 1) Draw the process flow diagrams for the Unit before and after Rapid ID. What changed?

Ans: Pre-Rapid ID Procedure

Post-Rapid ID Procedure

The basic difference between the two processes was the introduction of “Director Associate” who acted as a sorting mechanism for easy and hard issues which to be solved by Associate or Senior Associate respectively. This reduced regular associate by 1 FTE and increased customer wait time in expectation of this system will reduce total call plus hold time for customer.

Q 2) What is the capacity utilization of the Remote Support Unit and how is this affecting waiting times?

Ans: Each employee works for actual 7 hours. So Total Associate hours available are 84 per day (12 Associates). Total Senior Associate hours available are 49 per day (7 Senior Associates).

Also Senior Associates takes 24.1 minutes per call and Associates takes 29.4 minutes per call.

(*Let us assume there is no time required for notes making as no data is available)

Calculations for utilization for Pre-Rapid ID Procedure:

Out of 174.1 calls 38.3 calls request Sr. Associate which takes 21.6 minutes/call hence total 827 minutes. 135.79 calls were transferred to associate which took average 30.2 minutes/call hence total of 4101 minutes. Again 66.15 calls were transferred to Sr. Associate which took average 19.1 minutes/call hence total of 1263 minutes.

Hence for Associate, 4101 minutes are on call out of 84 hrs hence 81.36% utilization.

For Senior Associate, 2091 minutes are on call out of 49 hrs hence 71.12% utilization.

Total capacity utilization is 77.59%

Calculations for utilization for Post-Rapid ID Procedure:

Out of 188 calls 52.64 calls requested specific Sr. Associate which took 24.4 minutes per call. 101.52 calls were transferred...