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27/08/2022
Exercise 7.9 Calculate the cycle time, cycle time efficiency and cost of the university
admission process described in Exercise 1.1, assuming that:
The process starts when an online application is submitted.
It takes on average 2 weeks (after the online application is submitted) for the
documents to arrive to the students service by post.
The check for completeness of documents takes about 10 minutes. In 20 % of
cases, the completeness check that some documents are missing. In this cases
an e-mail is sent to the student automatically by the University admission management
system based on the input provided by the international students officer
during the completeness check.
A student services officer spends on average 10 minutes to put the degrees and
transcripts in an envelope and send them to the academic recognition agency. The
time it takes to send the degrees/transcripts to the academic recognition agency
and to receive back a response is 2 weeks on average.
About 10 % of applications are rejected after the academic recognition assessment.
The university pays a fee of 5 each time it requests the academic recognition
agency to accept an application.
Checking the English language test results takes 1 day on average, but in reality
the officer who performs the check only spends 10 minutes on average per check.
This language test check free.
About 10 % of applications are rejected after the English language test.
It takes on average 2 weeks between the time students service sends the copy of
an application to the committee members and the moment the committee makes
a decision (accept or reject). On average, the committee spends 1 hour examining
each application.
It takes on average 2 days (after the decision is made by the academic committee)
for the students service to record the academic committees decision in the University
admission management system. Recording a decision takes on average 2
minutes. Once a decision is recorded, a notification is automatically sent to the
student.
The hourly cost of the officers at the international students office is 50.
The hourly cost of the academic committee (as a whole) is 200.
Exercise 7.10 Let us consider the following process performed by an IT helpdesk that handles requests from clients. The clients are employees of a company. There are about 500 employees in total. A request may be an IT-related problem that a client has, or an access request (e.g. requesting rights to access a system). Requests need to be handled according to their type and their priority. There are three priority levels: critical, urgent or normal. The current process works as follows. A client calls the help desk or sends an e-mail in order to make a request. The help desk is staffed with five Level-1 support staff who, typically, are junior people with less than 12 months experience, but are capable of resolving known problems and simple requests. The hourly cost of a Level-1 staff member is 40.
When the Level-1 employee does not know the resolution to a request, the request is forwarded to a more experienced Level-2 support staff. There are three Level-2 staff members and their hourly cost is 60. When a Level-2 employee receives a new request, they
evaluate it in order to assign a priority level. The job tracking syst
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