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User Analysis |
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Type: Toolsheet
Functions:
•Analyzes the resources that execute a process step (e.g. the employee, the team, the machine, etc.)
•In this example the users are analyzed and we can see the flow between users that work on one process instance
•Problems such as e.g. ping pong (passing the cases back and forth between users) can be detected
•Correlations between the number of involved resources and a high lead time (for example) can be analyzed
•The user workload over time is presented
Business Benefits:
•Shows how to minimize the wasted resources used in the process
•By optimizing the usage of the resources, employees can focus on the real important tasks, which makes the business more efficient and the employees happier
•By optimizing the usage of the resources, other factors such as lead times can be improved which has further positive business impacts like faster resolution of tickets and thus higher customer satisfaction
