1. Event Administration – Example
use case of ProcessView
 Large, Global Outsourcer of back office BPO
activity
 They created a centralized Administration desk to
assist the field in:
 Getting Statement’s of Work approved through the
proper channels
 Assigning service orders to the appropriate resources
 Working Work requests and Changes to scope of
projects
1

2. Event Administration RPA Scope
Process Triggers Approximate Process Resources
Monthly Demand Terminators
Work Order 1517 PS Analyst(s) accept EAD, ISM, PS
(WO)/WO ITT/WO assignment Analyst
(Standalone)
Statement of Work 214 PS Analyst(s) accept EAD, ISM, PS
(SOW) assignment Analyst
Service Order (SO) 98 PS Analyst(s) accept EAD, PS Analyst,
assignment OC/OSA
Change Order (CO) 9 CO Event complete EAD
and closed
Input Process Output
2

3. Current State Definition
Review of historical data and subject matter
expert (SME) interviewsestimatedatto
Probabilities were required toeach
The resources were used
SO START
ArrivalRate
99 per 22
days Arrival Rate the frequencyprocessthe
Once valid
determine was captured to and
activity were identified
activities
construct and validate thefor processing.
Event
effort demand were
models
describe theinvolved was estimated
are performed.
Administration process models. These models
PS Analyst provide
signed, Service
Order (SO) to OC/
OC/OSA provide
Oracle Customer
Account # and
Oracle Sales
PS Analyst write
Oracle Customer #
and Oracle Sales
Order # on the SO
PS Analyst scan
and e-mail SO
document to Event
constructed, they were
were then using to measure current state
used ranges of minimum to
performance for eachvalues. to assess
leveraged
OSA, ISM
Order # to PS document in top Admin
approval as req’d.
Dur (1,2) min
Analyst right corner
Dur (1,2) min
maximum process.
current state
Dur (1,3) days Dur 1 min
PT (1,2) min PT (1,2) min
PT 5 min PT 1 min
SO Document
Missing
Information?
95%
NO
EAD validate order
information
performance, to focus
Legend
Resources Dur
5%
1 min Dur (1,2) min
improvement actions,
and to evaluate
EAD PT YES 1 min PT (1,2) min
OC/OSA
PS Analyst
EAD inform PS
Analyst missing
info.
EAD create SO
Event in
SharePoint
EAD publish and
assign SO Event
to Project Server
(PWA)
potential future states.
Dur 1 min Dur 5 min Dur (5,35) min
Service Order PT 1 min PT 5 min PT (5,10) min
Current State Model PS Analyst add
missing
information to SO END
document and
provide to EAD
Dur 1,(1,2) days
PT 1 min
3

4. Current State Performance
Key Performance Work Order Statement of Service Order Change Order
Indicator (KPI) (WO) Work (SOW) (SO) (CO)
Average Duration 9.9 Hr 1.7 Hr 17 Hr 11 Min
(Elapsed Time)
Resources Time 38 Min 10 Min 24 Min 11 Min
(per Event)
Resource Cost $43.53 $12.11 $25.65 $11.00
(per Event)
4

5. Current State Performance
Resource Work Order Service Order Statement of Work Change Order Total
EAD 31.81 14.98 7.99 11.00 65.78
PS Analyst 1.52 4.05 0.55 - 6.12
ISM 4.29 - 1.50 - 5.79
OC/OSA - 5.00 - - 5.00
Total 37.63 24.03 10.04 11.00 82.69
Time Units are in Minutes Resource Time Summary
35.00
30.00
25.00
20.00
15.00
10.00
5.00
-
Work Order Service Order Statement of Change Order
Work
EAD PS Analyst ISM OC/OSA
5

6. Current State Performance
Resource Work Order Service Order Statement of Work Change Order Total
Resource Costing
Rates
EAD $ 31.81 $ 14.98 $ 7.99 $ 11.00 $ 65.78
PS Analyst $ 2.13 $ 5.67 $ 0.77 $ - $ 8.57
ISM $ 9.58 $ - $ 3.35 $ - $ EAD 12.93 $60.00 per hour
PS Analyst
OC/OSA $ - $ 5.00 $ - $ - $ 5.00$84.00 per hour
ISM $134.00 per hour
Total $ 43.53 $ 25.65 $ 12.11 $ 11.00 $ 92.28
Resource Cost Summary
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$-
Work Order Service Order Statement of Change Order
Work
EAD PS Analyst ISM OC/OSA
6

7. Improvement Opportunities
Work Order (WO) / WO ITT / WO (Standalone)
EAD review EAD marks
EAD publish WO Wait for system EAD modify PWA EAD send e-mail
EAD create WO resource pool in Process Time Cumulative
notification WO
Activity
ITT Event in SP Project Server
Event to Project refresh to reflect Percent
record to assign
picked up (add
to PS Analyst RE:
(PWA)
Server (PWA) (Min)
publication PS Analyst Percent
analyst name)
assignment
EAD publish WO Event to Project Server (PWA) 7.43 20% 20%
EAD review resource pool in Project Server (PWA) 7.43 20% 39%
Wait for system refresh to reflect publication 4.95 13% 53%
EAD modify PWA record to assign PS Analyst 3.47 9% 62%
Workflow to Workflow for
EAD create WO Event in SP 2.77 Automated
EAD create WO publish to Resource 7% 69%
EAD create WO ITT Event in SP Project Server e-mail
Event in SP Assignment/3%
1.26 73%
EAD send e-mail to PS Analyst RE: assignment 1.24 3% 76% notification
(PWA) Identification
EAD marks notification WO picked up (add analyst name) 0.99 3% 79%
8 of 34 activities in the Work Order Process account for > 75% of the work.
All of these activities are candidates for workflow automation.
Legend
Resources
Summary
ISM Mark WO
Statistics
EAD add comment ISM provide EAD notification picked
WO / WO ITT SOW Published EAD send request ISM review
EAD to WO notification Escalate to ISM with associated up and comment
START END to ISM for resource pool and
(Hold) SOW event with SOW Event SOW Published
Number resource provides
PS Analyst END
assignment assignment
information assistance to EAD
NO
NO
Published
Mark WO
Return to Event Unpublished notification picked ISM receive EAD assign PS
Code to Access Oracle to
SOW Review library and up and comment notification of ISM provide Analysts to tasks PS Analyst receive
WO (Standalone) indicate Open Order and EAD discuss
YES document YES locate SOW Status? with SOW Event unpublished SOW assignment YES in Project Server SOW notification
START corresponding review associated Alternate PS
attached? corresponding Number event and Publish info. to EAD? (PWA) according of assignment
SOW? documentation Analyst
E-mail to SOW event And Escalate to SOW Event to ISM guidance
ISM for assistance assignment
eventadmin@ikon.com
questions
NO
YES
PS Analyst review WO EAD compare
EAD re-assign
document for: Oracle sales order EAD review EAD marks Alternate PS
WO document PS Analyst Scan EAD publish WO Wait for system EAD modify PWA EAD send e-mail PS Analyst receive PS Analyst PS Analyst PS Analyst identify Notify EAD of task to alternate WO/WO ITT END
Customer Acct and Sales number provided WO Document EAD create WO resource pool in notification WO Analyst
missing NO and e-mail WO NO WO ITT? YES Event to Project refresh to reflect record to assign to PS Analyst RE: WO notification of assignment NO accept NO alternate resource need for task re- PS Analyst in NO (Alternate
Order #s, Billing/Shipping to WO notification missing info? ITT Event in SP Project Server picked up (add assignment
information? document to EAD Server (PWA) publication PS Analyst assignment assignment questions? assignment? for assignment assignment Project Server assigned)
info., Customer Contact info., list and WO event (PWA) analyst name) questions?
(PWA)
Signatures library numbers
YES YES YES
YES
Parallel Branch
Workflow for Field Resource EAD discuss PS
PS Analyst Add PS Analyst Add
EAD create WO Workflow to Automated sends request for Analyst
missing missing NO Resource WO/WO ITT END Notifications sent to
information to WO information to WO
Event in SP publish to Project e-mail additional resource assignment
eventadmin@ikon.com
Assignment/ assignments to questions
document document Server (PWA) notification EAD
Edit the data Identification
graphic
EAD receive
request and make
additional resource Parallel Merge
assignments in
PWA
7

8. Improvement Opportunities
Statement of Work (SOW)
EAD review
resource pool, PS Analyst(s)
publish and assign receive SOW Process Time Cumulative
Activity
> 80 hrs NO ITT 25+? NO Percent
PS Analyst to notification of (Min) Percent
tasks in Project assignment
EAD review resource Server (PWA)
pool, publish andassign PS Analyst to tasks in Project Server (PWA) 6.00 60% 60%
ISM review resource pool and provides assignment assistance to EAD 1.50 15% 75%
YES
EAD publish and assign PS Analysts to tasks in Project Server (PWA) according to ISM guidance
Workflow to 1.50 15% 90%
publish to Automated
EAD modify event Legend
Project to incorporate ITT Resources
e-mail EAD engage ISM
ISM review
resource pool and
EAD publish and
assign PS
Analysts to tasks
Server (PWA) 25+ information EAD
notification
for assignment
assistance
provides
assignment
in Project Server
(PWA) according
1
EAD, ISM
assistance to EAD
to ISM guidance Automated
9
activity of Workflow for
in the SOW ISM
PS Analyst
YES
e-mail
notification
Resource
Assignment/
Event ProcessIdentification for
accounts SOW START > 80 hrs NO
EAD review
resource pool,
publish and assign
PS Analyst to
ITT 25+? NO
PS Analyst(s)
receive SOW
notification of
PS Analyst
accept
assignment?
YES SOW END
tasks in Project assignment
Server (PWA)
60% of the work involved Workflow to
YES
NO
to process a SOW Event.
Event approved for
publication prior to START publish to EAD modify event PS Analyst identify
to incorporate ITT alternate resource
Project 25+ information for assignment
Server (PWA)
Workflow for
Resource
Assignment/ Notify EAD of
need for task re-
Identification assignment
EAD re-assign
task to alternate SOW END
PS Analyst in (Alternate
Project Server assigned)
(PWA)
8

9. Improvement Opportunities
Service Order (SO)
OC/OSA provide PS Analyst write
PS Analyst provide
Oracle Customer Oracle Customer #
signed, Service
Account # and Duration Sales
and Oracle Cumulative
Order (SO) to OC/
Activity Oracle Sales Order # on the SO Percent
OSA, ISM
Order # to PS (Hrs)
document in top Percent
approval as req’d.
Analyst right corner
OC/OSA provide Oracle Customer Account # andDur Oracle Sales Order # to PS Analyst
(1,2) min 16.00 94% 94%
PS Analyst add missing information to documentPT provide tomin
and (1,2) EAD
Dur (1,3) days Dur 0.51 1 min 3% 97%
EAD publish and assign SO Event to Project Server (PWA) PT 5 min PT 0.33 1 min 2% 99%
SO START
1 activity of 10 in the
Service Order Process PS Analyst provide
signed, Service
OC/OSA provide
Oracle Customer
Account # and
PS Analyst write
Oracle Customer #
and Oracle Sales
PS Analyst scan
and e-mail SO
Order (SO) to OC/
Oracle Sales Order # on the SO document to Event
Future State
accounts for > 90% of
OSA, ISM
Order # to PS document in top Admin
approval as req’d.
Analyst right corner
this will be an
the total elapsed time to
EAD function SO Document
Missing NO
EAD validate order
process a Service Order
information
Information?
Legend Future State
Resources
this will be an
EAD function
Event. EAD
OC/OSA
YES
PS Analyst EAD publish and
EAD inform PS EAD create SO
assign SO Event
Analyst missing Event in
to Project Server
info. SharePoint
(PWA)
PS Analyst add
missing
information to SO END
document and
provide to EAD
9

10. Improvement Actions
 Automate SharePoint Event Creation for Work Order
and Statement of Work events
 Automate Publish and Resource Assignment to Tasks
in Project Server (PWA)
 Establish automated e-mail notification to PS Analyst
of Project Server (PWA) task assignment
 Centralize Service Order Oracle look-up activity at
EAD
10

11. Current to Future State Comparison
Duration (Elapsed Time)
Current State Future State
Process Monthly Demand Difference % Difference
Duration (Hrs) Duration (Hrs)
Work Order 1517 -6%
9.90 9.86 (0.62)
Service Order 98 -79%
17.03 19.70 (13.42)
Statement of Work 214 1.65 -13%
4.35 (0.22)
Duration (Elapsed Time) Summary
20.00 Hrs
15.00 Hrs
10.00 Hrs
5.00 Hrs
0.00 Hrs
Work Orders (WO) Statement of Work Service Orders (SO)
(SOW)
Current State Future State
11

12. Current to Future State Comparison
Resource Time
Monthly Current State Resource Future State Resource
Process Difference % Difference
Demand Time per Event (Min) Time per Event (Min)
Work Order 1517 37.63 9.86 -74%
(27.77)
Service Order 98 24.03 19.70 -18%
(4.33)
Statement of Work 214 10.04 4.35 -57%
(5.70)
Resource Time Summary
40.00 Mins
35.00 Mins
30.00 Mins
25.00 Mins
20.00 Mins
15.00 Mins
10.00 Mins
5.00 Mins
0.00 Mins
Work Order Service Order Statement of Work
Current State Future State
12

13. Current to Future State Comparison
Resource Cost
Monthly Current State Resource Future State Resource
Process Difference % Difference
Demand Cost per Event Cost per Event
Work Order 1517 $43.53 $15.76 $(27.77) -64%
Service Order 98 $25.65 $20.42 $(5.22) -20%
Statement of Work 214 $ 12.11 $ 6.42 $(5.70) -47%
Resource Cost Summary
$35.00
$30.00
$25.00
$20.00
$15.00
$10.00
$5.00
$0.00
Work Order Service Order Statement of Work
Current State Future State
13

14. Current to Future State Comparison
 Total Estimated Savings…
Process Monthly Demand Monthly Savings Annual Savings
Work Order 1517 $ 42,122.03 $ 505,464.37
Service Order 98 $ 511.72 $ 6,140.68
Statement of Work 214 $ 1,219.53 $ 14,634.34
Change Order 9 $- $-
Total 1838 $ 48,853.28 $ 526,239.39
Implementation of Workflow Automation can drive
> $525,000 in savings for Event Administration annually.
14