2. City of Englewood Work Order Software Project TECH 50800 Project Analyze Phase Date: 11/13/2013 Michael Hogan

3. Location Summary City of Englewood Colorado City of Englewood Colorado Population 30,000 Population 30,000 Land Area Land Area Facilities and Operations Department Facilities and Operations Department Managed Assets Managed Assets

4. Problem & Goals No Documented Work Order System Lost / Mismanaged Work Requests Reduce Lost Work Orders by 100% Completed By December, 4th

5. CTQ Tree CTQ's KPOV's KPIV's Work Order Captured Method of Reception Phone Input Into System Email Improper Coding Work Order Closed Who Closes Work Order Multiple Team Members Work Order Follow Up Who Does Follow Up Multiple Team Members Timing

6. Data Collection DateReception FormDepartmentBuilding 10/28/2013EmailParks and RecMalley 10/28/2013EmailParks and RecRec Center 10/28/2013PhoneFleetService Center 10/28/2013PhoneFireAcoma Station 10/28/2013EmailTrafficService Center 10/28/2013EmailParks and RecMalley 10/28/2013EmailPublic WorksCivic Center 10/29/2013PhoneMOACivic Center 10/29/2013EmailLibararyCivic Center 10/29/2013EmailParks and RecRec Center 10/29/2013EmailParks and RecMalley 10/29/2013EmailLibararyCivic Center 10/29/2013EmailStreetsService Center 10/30/2013PhoneUtlitiesService Center 10/31/2013PhoneFinincial ServicesCivic Center 10/30/2013PhoneHRCivic Center 10/31/2013EmailTrafficService Center 10/31/2013EmailParks and RecMalley 10/31/2013EmailPublic WorksCivic Center 10/31/2013EmailParks and RecMalley 10/31/2013PhoneLibararyCivic Center

7. KPOV – Method of Reception Email Primary Method of Reception Email Primary Method of Reception Coding Work Order Into System From Email Coding Work Order Into System From Email New System Benefits New System Benefits

8. KPOV KPOV – Who Closes Work Orders KPOV – Who Closes Work Orders All work orders will be put in a complete status by the Technician when work is complete All work orders will be put in a complete status by the Technician when work is complete All work orders will be closed by the building maintenance supervisor All work orders will be closed by the building maintenance supervisor KPOV – Follow Up KPOV – Follow Up Follow up on closed work orders will be preformed weekly by the Facilities Manager Follow up on closed work orders will be preformed weekly by the Facilities Manager

9. Fishbone Diagram

10. KPIV KPIV – Phone/Email Reception KPIV – Phone/Email Reception Email Primary source Email Primary source Comptroller Comptroller KPIV – Work Order Closing KPIV – Work Order Closing All Work Orders closed by Building Maintenance Supervisor All Work Orders closed by Building Maintenance Supervisor KPIV – Timing KPIV – Timing All Work Orders will be closed within 24 hours of completion All Work Orders will be closed within 24 hours of completion

11. Project Schedule WEEK Plan 23-Sep30-Sep7-Oct14-Oct21-Oct28-Oct4-Nov11-Nov18-Nov25-Nov2-Dec STARTEND CHAMPION/DEFINE 23-Sep2-Oct MEASURE 2-Oct23-Oct ANALYZE 23-Oct13-Nov IMPROVE/CONTROL 13-Nov4-Dec

12. Next Steps & Conclusions Continue to implement new Work Order Program Continue to implement new Work Order Program Tracking of Lost Work Orders Tracking of Lost Work Orders Follow up on all implemented changes Follow up on all implemented changes Michael Hogan