Project to Improve Help Desk Call Response Lean Six Sigma Green Belt Project

Define Phase Project Charter

Define Phase SIPOC Diagram

Define Phase Process Diagram

Measure Phase Process Diagram

Measure Phase Perceived Causes

Measure Phase Tribal Knowledge

Measure Phase Cause and Effect Matrix

Measure Phase Questions for Customers

Measure Phase Customer List

Measure Phase Customer Survey Results

Measure Phase Example of Raw Data

Analysis Phase Reasons Calls Exceeded 8 Hours

Analysis Phase Elapsed Hours vs Begin Time

Improve Phase Recommendations

Improve Phase Results Phase 2 Mean=5.004 Phase 2 Mean=5.004 Phase 1 Mean=6.965 Phase 1 Mean=6.965

Improve Phase Results

Phase 1 Phase 2

Improve Phase Results Percentage of calls over 8 hours Charter Baseline:27.8% Phase 1 Baseline:16.5% Ending 12/31/10:14.8% Average time to complete a call Phase 1 Baseline:6.965 hours Ending 12/31/10:5.004 hours

Improve Phase Results Percentage of calls completed by the person taking the call Phase 1 Baseline:16.5% Ending 12/31/10:64.0%

Improve Phase Benefits to Customers If there is an IT Help Desk issue that affects a city employee’s ability to serve a citizen (customer), our goal is to solve the issue as fast as possible. If there is an IT Help Desk issue that affects a city employee’s ability to serve a citizen (customer), our goal is to solve the issue as fast as possible. Consider the potential implications of delays when serving the information needs of: Police Police Fire Fire Utilities Utilities Court Court Utility Billing Utility Billing Building & Planning Building & Planning

Improve Phase Benefits to Customers Secondly, the productivity of city workers can be reduced significantly when their computers or applications are not available to them. Secondly, the productivity of city workers can be reduced significantly when their computers or applications are not available to them.