The analysis and modelling of Aurecon’s RSA Offshoring Admin and Technical Quality Process for process improvement

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.