hello,

This is the task I have to do, can you please help
Bussines process are critical to achieving consistent and dependable outcomes in a growing organisation. Well-desinged processes can also minimise waste and enhance overall efficiency in terms of both cost and time. At revolut, we prioritise our customer and embrace a "Deliver WOW" spiorit by paying meticulous attention to every detal.

Our Talent team manages a significatn volume of emails and tickets each day on Jira service desk related to perfomance matters. We have collected data on the teams service desk and process.

There are 3 types of request
-Request around key performance indicators
Amount of tickets received (12m) -> 460
Average Time spent to finish the request -> 12.05 days
Standard deviation -> 17.27
-Request on performance results
Amount of tickets received (12m) -> 1667
Average Time spent to finish the request -> 1.12 days
Standard deviation -> 0.48
-employee promotion request
Amount of tickets received (12m) -> 250
Average Time spent to finish the request -> 11.73 days
Standard deviation -> 6.18

_in the Questions and support request around KPIs category:
These questions have been historically handled by Squad Alpha in the team
Employees typically submit requests for changes or approvals related to their KPIs. The team reviews the KPIs and submits the revised KPIs to the manager for approval. in the past 12 months, the rejection rate for KPIs has been approximately 0.03%. If a KPI is rejected, the employee must redesign it
__In the request of performance results
These questions have been historically handeled by Squat Beta in the team.
Employees frequently request performance suslts reviews or changes/approvals
If a performance result is approved for a positive change, Squad Alpha may also receiove a promotion request in a separate ticket
__In the Employee promotion request category
These questions ahve been historically handled by Aquad Alpha in the team.
Managers often request promotions for their reports, which are then reviewed by the team and submited to the Squad Alpha manager for approval. if the pormotion request is rejected, it will be cancelled

The teamis generally criticised for (i) Unstransparent project managment, (ii) poor accountability and (iii) los customer satisfaction whereas the Squad Alpha is dominatly taking the blame
In light of these information, our Head of Telnt asks you to develop a new process/ workflow in order to:

1.Standardise the various types of request submited from different stakeholders in the organisation
2.Ensuring that all request are resolved in a timely manner, review and approved by proper approvers and at/ above the right quality level
3.Embedding controls in the process to monitor quality and decrease the firms risk exposure

You are therefore asked by the Head of Talent to design the process in JIRA/ (there is a cheat sheet and the JIRA data storage structure, I can send you the link to my drive so you can access them)

1.Design the JIRA process workflow
2Design and specify the issue layout
3. Design the roles in the workflow
4. Draw the process map on a toll like draw.io or Lucidchart, using one of the process map templates available such as swimlane and adhearing to BPMN 2.0 rules
5. Define the KPIs and SLAs for:
a. the team
b. The individuals
6. Desing the controls for your process
7. Suggest JIRA automations and /or operational changes to reduce the time and cost spent for the process
8. Produce a RCSA- Risk control self assesment
9. Document in confluence the process for raising and tracking and issue, with the cusomter as the target audience. Please note that a free confluence trail can be accessed online(please make sure visbility is set to public or sent over in PDF), if you cannot access confluence create your process flow in an alternative platform of your preference.
10. deisgn a MI dashboard to track relevant metrics for senior management.