1,914 service requests
Dept: IT

About this visual

Each circle represents a possible state of the service request.

The size represents the percentage of time spent by all service requests in this state. (Larger circles indicate more time.)

The colour represents the time spent by any service requests, on average in this state. (Red circles indicate a higher average processing time.)

The arcs on top represent forward flows, from left to right. Their size and colour again represent the total and average time spent in that transition.

The arcs below represent reverse flows, from right to left. Their size and colour are similarly constructed.

4.3% Cancelled 5.0% Closed 19.5% Completed 0.4% Draft 31.2% In Progress 1.8% Pending 18.5% Planning 1.5% Rejected 0.3% Submitted 17.6% Waiting Approval

Cause of delay This visual uses TopCause: a Gramener algorithm

Group Count Days spent
Division 7 86.5% RIBN with 1 rows; Average: 91.7 HP with 48 rows; Average: 92.4 GRP with 73 rows; Average: 106.2 TOC with 9 rows; Average: 231.1 R&Q with 14 rows; Average: 244.2 CA with 1 rows; Average: 281.3 DST with 6 rows; Average: 308.4
Customer 17 86.5% CORP with 1 rows; Average: 1.0 CON with 7 rows; Average: 3.2 NI with 3 rows; Average: 31.0 ITPH with 18 rows; Average: 46.4 DPH with 18 rows; Average: 69.4 MSPH with 5 rows; Average: 73.1 BR with 1 rows; Average: 91.7 TOPH with 2 rows; Average: 92.1 SIG with 27 rows; Average: 112.9 SIGO with 22 rows; Average: 133.1 GAPH with 9 rows; Average: 165.0 CAL with 8 rows; Average: 207.5 TOC with 9 rows; Average: 231.1 DV with 14 rows; Average: 244.2 HA with 1 rows; Average: 281.3 ROSD with 6 rows; Average: 308.4 ONPH with 1 rows; Average: 310.1
Entity 17 86.5% SG015 with 1 rows; Average: 1.035 TW003 with 3 rows; Average: 1.043 US354 with 2 rows; Average: 2.842 CH018 with 1 rows; Average: 7.712 BR003 with 8 rows; Average: 48.392 CH028 with 19 rows; Average: 54.397 IN001 with 3 rows; Average: 60.792 US002 with 12 rows; Average: 68.523 SG012 with 2 rows; Average: 92.063 CHA28 with 9 rows; Average: 105.828 US339 with 13 rows; Average: 128.999 US014 with 48 rows; Average: 140.367 US015 with 9 rows; Average: 231.146 US077 with 14 rows; Average: 244.205 US061 with 1 rows; Average: 281.320 US005 with 1 rows; Average: 281.323 US023 with 6 rows; Average: 308.374
Org 3 37.0% AS with 54 rows; Average: 42 BD with 97 rows; Average: 179 RL with 1 rows; Average: 258
Site 8 36.5% TWTF with 4 rows; Average: 1.0 MYEO with 4 rows; Average: 25.2 CHDQ with 16 rows; Average: 25.9 BRMY with 8 rows; Average: 48.4 INTU with 16 rows; Average: 58.8 INIO with 3 rows; Average: 60.8 SGQJ with 2 rows; Average: 92.1 CZSF with 99 rows; Average: 178.7
Country 6 20.2% Taiwan with 3 rows; Average: 1.0 Brazil with 8 rows; Average: 48.4 USA with 20 rows; Average: 52.1 India with 3 rows; Average: 60.8 Singapore with 3 rows; Average: 61.7 United Kingdom with 115 rows; Average: 157.5
Region 3 20.2% LAC with 8 rows; Average: 48.4 APAC with 29 rows; Average: 48.7 EMEA with 115 rows; Average: 157.5

* Empty cell implies no impact

Summary of the causes

For this segment:

  • Entity is the largest driver. The 14 SRs for US077 took as long as 244 days (86% longer than average of 131 days) whereas the 19 SRs for SRs for CH028 took just 54 days (58% below average.) If all Entitys perform as well as CH028, the days spent can be reduced by 86%.
  • Customer is the second largest driver. The 14 SRs for DV took as long as 244 days (86% longer than average of 131 days) whereas the 18 SRs for SRs for ITPH took just 46 days (65% below average.) If all Customers perform as well as ITPH, the days spent can be reduced by 86%.
  • Division is the third largest driver. The 14 SRs for R&Q took as long as 244 days (86% longer than average of 131 days) whereas the 48 SRs for SRs for HP took just 92 days (29% below average.) If all Divisions perform as well as HP, the days spent can be reduced by 86%.

Service requests status Showing 100 out of 6,966

Service Request ID SR Audit Create Datetime SR Audit Status Next status Time spent
REQ000000609793 10-01-14 7:02 Submitted Waiting Approval 16
REQ000000609793 10-01-14 7:02 Waiting Approval Completed 2862945
REQ000000609793 12-02-14 10:18 Completed Planning 21174035
REQ000000609793 15-10-14 11:58 Planning In Progress 1415
REQ000000609793 15-10-14 12:22 In Progress Closed 5461173
REQ000000609958 10-01-14 7:04 Submitted Waiting Approval 19
REQ000000609958 10-01-14 7:05 Waiting Approval Planning 3216
REQ000000609958 10-01-14 7:58 Planning In Progress 2130
REQ000000609958 10-01-14 8:34 In Progress Completed 2855126
REQ000000609958 12-02-14 9:39 Completed Closed 26638933
REQ000000610710 10-01-14 10:42 In Progress Pending 3696
REQ000000610710 10-01-14 11:43 Pending In Progress 24718091
REQ000000610710 10-01-14 8:31 Submitted Waiting Approval 11
REQ000000610710 10-01-14 8:31 Waiting Approval Planning 4414
REQ000000610710 10-01-14 9:45 Planning In Progress 3397
REQ000000610717 10-01-14 11:13 Planning Pending 188
REQ000000610717 10-01-14 11:16 Pending Cancelled 23859847
REQ000000610717 10-01-14 8:57 Submitted Waiting Approval 16
REQ000000610717 10-01-14 8:57 Waiting Approval Planning 8141
REQ000000610897 10-01-14 11:18 Planning In Progress 4041
REQ000000610897 10-01-14 12:25 In Progress Completed 2841606
REQ000000610897 10-01-14 9:30 Submitted Waiting Approval 12
REQ000000610897 10-01-14 9:30 Waiting Approval Planning 6466
REQ000000610897 12-02-14 9:45 Completed Closed 26638582
REQ000000611023 10-01-14 9:42 Submitted Waiting Approval 21
REQ000000611023 10-01-14 9:43 Waiting Approval Planning 2652416
REQ000000611023 10-02-14 2:29 Planning Pending 16010
REQ000000611023 10-02-14 6:56 Pending In Progress 21196714
REQ000000611023 13-10-14 14:55 In Progress Completed 1204222
REQ000000611023 26-02-15 1:42 Closed Completed 18873661
REQ000000611023 27-10-14 13:25 Completed In Progress 170129
REQ000000611023 29-10-14 12:41 In Progress Closed 10328469
REQ000000612117 10-01-14 12:20 Submitted Waiting Approval 11
REQ000000612117 10-01-14 12:20 Waiting Approval Planning 5139386
REQ000000612117 10-03-14 23:57 Planning In Progress 19577427
REQ000000612161 10-01-14 12:51 Submitted Waiting Approval 10
REQ000000612161 10-01-14 12:51 Waiting Approval Planning 5912
REQ000000612161 10-01-14 14:30 Planning Completed 5249743
REQ000000612161 10-06-14 6:09 In Progress Closed 16543031
REQ000000612161 12-03-14 8:46 Completed In Progress 7766599
REQ000000613161 10-01-14 14:51 Submitted Waiting Approval 11
REQ000000613161 10-01-14 14:51 Waiting Approval Planning 23949139
REQ000000613161 14-10-14 19:23 Planning In Progress 60262
REQ000000613161 15-10-14 12:08 In Progress Closed 8526047
REQ000000613161 22-01-15 4:28 Closed Completed 11270138
REQ000000614302 10-01-14 19:12 Submitted Waiting Approval 13
REQ000000614302 10-01-14 19:12 Waiting Approval Planning 2673372
REQ000000614302 10-02-14 17:48 Planning Completed 5269569
REQ000000614302 10-08-14 18:50 In Progress Closed 11400260
REQ000000614302 12-04-14 17:34 Completed In Progress 10372541
REQ000000617052 10-02-14 11:50 Submitted Waiting Approval 9
REQ000000617052 10-02-14 11:50 Waiting Approval Planning 20885223
REQ000000617052 10-10-14 5:17 Planning In Progress 1148598
REQ000000617398 10-02-14 13:44 Submitted Waiting Approval 11
REQ000000617398 10-02-14 13:44 Waiting Approval Planning 6032
REQ000000617398 10-02-14 15:25 Planning In Progress 2413006
REQ000000617406 10-02-14 13:23 Submitted Waiting Approval 10
REQ000000617406 10-02-14 13:23 Waiting Approval Planning 7268
REQ000000617406 10-02-14 15:24 Planning In Progress 2414704
REQ000000617920 10-02-14 13:50 Submitted Waiting Approval 10
REQ000000617920 10-02-14 13:51 Waiting Approval Planning 2570
REQ000000617920 10-02-14 14:33 Planning In Progress 2418086
REQ000000617920 10-03-14 14:15 In Progress Completed 24535772
REQ000000617920 19-12-14 13:44 Completed Closed 8862129
REQ000000618164 10-02-14 14:54 Submitted Waiting Approval 11
REQ000000618164 10-02-14 14:55 Waiting Approval Completed 154426
REQ000000618164 10-05-14 18:39 Planning In Progress 7914316
REQ000000618164 10-08-14 9:04 In Progress Closed 11175438
REQ000000618164 12-02-14 9:48 Completed Planning 7548638
REQ000000618166 10-02-14 14:56 Submitted Waiting Approval 10
REQ000000618166 10-02-14 14:56 Waiting Approval Completed 155569
REQ000000618166 10-05-14 18:39 Planning In Progress 7914565
REQ000000618166 10-08-14 9:08 In Progress Closed 11175183
REQ000000618166 12-02-14 10:09 Completed Planning 7547433
REQ000000618272 10-02-14 15:12 Submitted Waiting Approval 10
REQ000000618272 10-02-14 15:13 Waiting Approval Completed 153389
REQ000000618272 10-03-14 12:20 Planning In Progress 9303
REQ000000618272 10-03-14 14:55 In Progress Closed 24373576
REQ000000618272 12-02-14 9:49 Completed Planning 2255474
REQ000000618529 10-02-14 14:53 Submitted Waiting Approval 12
REQ000000618529 10-02-14 14:53 Waiting Approval Completed 154741
REQ000000618529 10-05-14 18:39 Planning In Progress 2647496
REQ000000618529 10-06-14 10:04 In Progress Closed 16442267
REQ000000618529 12-02-14 9:52 Completed Planning 7548406
REQ000000622323 10-03-14 14:09 Submitted Waiting Approval 11
REQ000000622323 10-03-14 14:10 Waiting Approval Planning 1640
REQ000000622323 10-03-14 14:37 Planning In Progress 7940628
REQ000000622323 10-06-14 12:21 In Progress Closed 16434053
REQ000000622323 12-02-14 10:20 Completed Submitted 2260178
REQ000000622606 10-03-14 14:11 Submitted Waiting Approval 13
REQ000000622606 10-03-14 14:11 Waiting Approval Planning 1567
REQ000000622606 10-03-14 14:37 Planning In Progress 7941190
REQ000000622606 10-06-14 12:31 In Progress Closed 16433454
REQ000000622606 12-02-14 10:18 Completed Submitted 2260380
REQ000000622696 10-03-14 15:34 Submitted Waiting Approval 7
REQ000000622696 10-03-14 15:35 Waiting Approval Planning 30148
REQ000000622696 10-03-14 23:57 Planning In Progress 13191512
REQ000000622696 10-08-14 16:16 In Progress Closed 11149558
REQ000000622696 12-02-14 10:06 Completed Submitted 2266121
REQ000000622729 10-03-14 15:16 Submitted Waiting Approval 7

Process Workflow Optimization

This page shows all required calculations for the workflow POC.

Computations

  1. De-duplicate data by primary keys Service Request ID, SR Audit Create Datetime, and SR Audit Status.
  2. Sort by Service Request ID, and within that, by SR Audit Create Datetime.
  3. Add a Next status column that has the next row's SR Audit Status within a given Service Request ID. (The last row in each Service Request ID will have a NaN Next status.)
  4. Calculate the Time spent as the next row's SR Audit Create Datetime minus the current row's SR Audit Create Datetime. For the last row, this value will be NaN.

Basic statistics

Time spent in each status, on average

count count_transitioned mean_days total_days
Cancelled 79 79 141.8 11,203.4
Closed 128 128 100.8 12,898.7
Completed 347 347 146.2 50,718.5
Draft 166 166 5.9 986.5
In Progress 790 790 102.7 81,106.5
Pending 83 83 57.9 4,808.8
Planning 1541 1541 31.3 48,263.7
Rejected 130 130 29.5 3,832.4
Submitted 1955 1955 0.4 732.7
Waiting Approval 1747 1747 26.2 45,814.9

Time spent on transitions

count mean_days total_days
SR Audit Status Next status
Cancelled Draft 14 141.3 1,978.0
In Progress 1 8.2 8.2
Pending 2 30.0 60.0
Planning 14 91.0 1,274.4
Submitted 48 164.2 7,882.8
Closed Completed 81 107.0 8,669.4
In Progress 11 45.7 502.4
Planning 20 89.4 1,788.9
Submitted 16 121.1 1,937.9
Completed Closed 81 67.0 5,426.1
Completed 1 0.0 0.0
In Progress 13 58.6 762.3
Planning 34 94.7 3,218.6
Rejected 1 30.3 30.3
Submitted 217 190.2 41,281.2
Draft Cancelled 19 18.7 354.5
Completed 2 45.5 90.9
Submitted 127 4.3 541.1
Waiting Approval 18 0.0 0.0
In Progress Cancelled 56 34.8 1,947.0
Closed 255 82.0 20,922.5
Completed 144 55.4 7,971.5
Draft 8 158.5 1,268.2
In Progress 2 11.0 22.0
Pending 51 36.8 1,877.3
Planning 24 65.2 1,564.5
Submitted 250 182.1 45,533.6
Pending Cancelled 3 145.5 436.5
Closed 1 30.9 30.9
Completed 3 126.9 380.8
Draft 1 132.1 132.1
In Progress 68 37.7 2,560.3
Submitted 7 181.2 1,268.2
Planning Cancelled 64 37.2 2,380.8
Closed 20 39.5 789.5
Completed 26 47.2 1,226.9
Draft 2 19.8 39.7
In Progress 1315 27.1 35,593.7
Pending 72 28.8 2,071.4
Rejected 3 13.9 41.6
Submitted 39 156.9 6,119.9
Rejected Draft 112 7.2 810.4
Planning 2 12.9 25.8
Rejected 1 124.9 124.9
Submitted 14 205.1 2,871.3
Waiting Approval 1 0.0 0.0
Submitted Closed 1 49.0 49.0
Completed 2 43.0 86.0
In Progress 1 5.0 5.0
Planning 13 22.9 298.1
Rejected 2 0.0 0.0
Submitted 1 287.2 287.2
Waiting Approval 1935 0.0 7.5
Waiting Approval Cancelled 114 28.3 3,224.9
Closed 27 33.4 902.3
Completed 25 21.9 548.6
Draft 5 60.4 301.8
In Progress 62 51.5 3,193.0
Planning 1356 25.2 34,117.2
Rejected 155 20.0 3,103.6
Submitted 3 141.1 423.4