This file is available at this link: https://bit.ly/2DzJgds
or this one: http://www3.econ.muni.cz/~99246/sim_ex.docx
Link to the process http://www3.econ.muni.cz/~99246/process.bpmn
- you need to download the file and import it to Signavio
This exercise is adapted from Dumas, M., Rosa, M.L., Mendling, J., Reijers, H., 2018. Fundamentals of
Business Process Management, 2nd ed. Springer-Verlag, Berlin Heidelberg. pp. 283-285
Your goal will be
1. to create two simulation scenarios (week as usual; week with disaster); description is bellow;
2. to determine average cycle time of the process for both variants for a week (week as usual;
week with disaster);
3. to determine average costs of the process for both variants for a week (week as usual; week
with disaster);
4. to identify what could be done with the process when following changes in KPIs:
a. Decrease the percentage of closed (paid) claims per week by 10%.
b. Decrease average cost of the process per week by 10%.
c. Decrease average cycle-time of the process per week by 10%.
d. Increase customer satisfaction with call centre per week by 5%.
e. Increase customer retention with the insurance company by 5%.