This assignment will be using the same mini-case as was used in the prior assignment (provided below). Upload your process map to Canvas.
For this assignment you will:
Using the additional information from Chapter 4. Modify your process map to:
Make any necessary changes to the current process map to improve it.
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).
Map the sub-processes for those processes that you show as summary processes (interaction with Excel and researching to resolve request).

1)    Read the Mini-Case Scenario below which explains the process invoked when a user calls the help desk with a problem or request.

2)    Your assignment is to do the following:

a.    Read through the case to determine the required roles and steps in the process

b.    Create the process in a tabular form which is a good first step in determining how you will draw the map.  In order to illustrate the format for your tabular version, the first few steps are shown below.

c.     Create a process map illustrating the process.  For this assignment, you are not required to detail out the part that involves interaction with Excel or researching to resolve request.  For those sub-processes just show the appropriate shape for a summary process and label it with an appropriate process description such as “Create and Save Request” and “Research and Resolve Request”.

d.    Upload both the tabular version and your process map to MyCampus

Tabular Version Starting Point (you are to complete the rest of the steps)

A user calls the help desk with a problem or request.              

 L1 answer the phone                    

 L1 gets problem information from the user                    

 L1 documents the problem in Excel and saves it.                    

 If a known solution,                       

            If yes, L1       

                        find the solution,

                        test solution

                        If the solution tests OK,                  

User gets the solution                    

User tests the solution                   

User gives outcome to L1              

L1 gets outcome                 

Mini-Case Scenario:

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

n  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. 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 process ends.

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