Abstract:
The following project aims to analyse and model Aurecon’s RSA Offshoring Admin and Technical
Quality Process to evaluate the performance of the process and identify potential areas for
improvement. Different methodologies and tools such as the process analysis and design
methodology framework, process mapping, business process modelling and notation as well as
simulation modelling were used during the execution of this project.
To gain a better understanding of what the objectives, inputs and outputs of the process are, the
Process Definition phase of the process analysis and design framework was used. To illustrate the
workflow within the admin and technical quality process, process mapping and business process
modelling and notation were used. Simulation modelling was then used to determine how the
process may perform in certain scenarios.
A specific scenario that had to be tested with the developed simulation model, was how Aurecon’s
RSA telecommunication department would handle a volume increase in the number of work orders
that will occur in the financial year of 2019. The overall aim of this department, specifically the
offshoring team of this department, is to achieve their revenue target for 2019. However, this can
only be achieved if the team can handle the volume increase that will occur in the financial year of
2019.
Therefore, the specific modelling objective was to determine whether the current number of
available human resources within the process would be able to handle the volume increase and if
not, the objective was to identify the additional number of human resources required to handle the
increase in the work order volume. Different improvements scenarios were developed and tested
with the model. Recommendations were then made based on the output that was produced by the
model in each of these improvement scenarios.
