Voice of Customer to Critical to Quality SLA Violations Higher than desired Critical to Quality Project Metric (Y) Not Enough time for project work Minimizing user down time # of user downtime hours Downtime costs company money **Note: we may want to think about using average hours of down time per user per month Our data is for 9 months, but we may want to have a goal of 4 months

Problem Statement GD has experienced an 600* hours of user downtimeover the pas 9 months resulting in lost revenue Mission Statement Reduce the number of user downtime hours by 50% over 9 months, resulting in a decrease in lost revenue by $52,500.