1 / 15

Telemundo Six Sigma Help-Desk Project

Telemundo Six Sigma Help-Desk Project. Marnie Pena Maribel Prieto. Charter. Business Case & Problem Statement. Goal Statement & Project Scope. Goal Statement. Business Case

bona
Download Presentation

Telemundo Six Sigma Help-Desk Project

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. TelemundoSix Sigma Help-Desk Project • Marnie Pena • Maribel Prieto

  2. Charter Business Case & Problem Statement Goal Statement & Project Scope Goal Statement Business Case It is critical for all Telemundo employees to have IT support/functionality to perform their jobs. Reduce the volume of help-desk calls in order to better serve our customer (end-user) and provide excellent and knowledgeable technical support by eliminating the amount of the most troublesome calls made. Users will benefit by better understanding and can do their job more efficiently. MIS will also benefit on the lesser volume and accurate reporting. • Reduce the volume of the two most frequent help-desk calls by 30% by on or before December 2003. • Generate weekly/monthly quality reports and metrics for the help-desk. • Improve the quality of the service to the end-user by providing faster response time and efficient help. Project Scope In Scope: All calls must have a ticket opened by the help-desk. Calls must be entered correctly by type in order to run efficient reports. Problem Statement Currently, Telemundo Network MIS Help-Desk receives excessive redundant calls daily. By reducing the volume of calls; the end-users will be serviced sooner and satisfied on the efficiency and timely manner of the support. BaselineTarget Measurement/CTQ Financial Opportunity Benefit: Improve the quality of the help-desk calls by decreasing the redundant calls. Measure Volume of calls per type/category. Most troublesome calls by how often they occur . Project Team GB: Marnie Pena & Maribel Prieto Champion: Jean Suzuki Team Members: Frank Davila, Rey Perdomo, Alan Casimiro, John Lawrence, Ramon Munoz, Raul delaCruz & Ana dela Moneda.

  3. High Level Process Map End Users Computer Hardware/Software difficulties and issues. End User Technicians Help-Desk Resolve problem calls efficiently. “AS IS” Process Map Process Start User calls help-desk w/problem. Open Ticket Help-Desk personnel trouble-shoots over the phone. Help-Desk personnel dispatches call to technician Resolve call Close Ticket Process End • Measures: • Measure Volume of calls per type/category. • Most troublesome calls by how often they occur.

  4. Performance Standards Output Unit Type Output Characteristic (Big Y) Provide excellent and knowledgeable technical support meanwhile educating user. High-Level Need Reduce the volume of help-desk calls in order to better serve our customer (end-user) and provide excellent and knowledgeable technical support C T Q Project Y Operational definition of process to be Measured Reduce the volume of the two most frequent help-desk calls by 30% by on or before December 2003. Little y : How process will be Measured Collected data from our help-desk software since June 23, 2003 to November 30, 2003. Specification Limits Email Upper Spec limit < 20 calls Printer Upper Spec limit < 40 calls Target Identify root cause for redundancy. Continuous measurement of redundant email and printer. Defect Email > 6 Printer > 12

  5. Most Frequent Types

  6. Measure Sub-Type

  7. Email Pareto

  8. Printer Pareto

  9. Descriptive Statistics

  10. Improve • Improve Plan: • Awaiting evidence of control due to linking to Intramundo via PR release bi-monthly to obtain proper training for Outlook/email most troublesome calls. • Ease users into the Intramundo website to familiarize http://intramundo.telemundo.com • Procedure documentation of labelling all network printers. Labelling of all network printers will ease both the user and technical staff in troubleshooting a particular printer by its naming convention. • Rollout log in/printer script and test with 2 departments (PR and MIS) and restrict users from having access to install printers.

  11. Monthly Report of Hits(Oct 2003 – Nov 2003)

  12. Archive Newsletter Before & After Results…

  13. Control PlanHelpdesk Project Email Archive • Release bi-weekly tutorials to continue educating users on how to efficiently use Outlook email via Press Releases deadlines, Wednesday afternoon. Maribel Prieto, owner will turn in tutorials on different Outlook tips to Elizabeth Sanjenis in the Public Relations department. • Continuous measurement of redundant email via Clarify querying and reporting monthly. Marnie Pena, owner will export Clarify data into Excel to then sort calls. Existing Clarify backup server. • John Lawrence, owner will provide monthly statistics reports to provide Marnie and Maribel with the amount of hits to the Intramundo website http://intramundo.telemundo.com. Web based application will not corrupt nor be lost due to constant network connectivity. Printer Connection • Maintain the login/printer scripts for accuracy on a monthly basis, Ramon Munoz owner. • Continuous measurement of redundant printer via Clarify querying and reporting monthly. Marnie Pena, owner will export Clarify data into Excel to then sort calls. • Audit/Verification of control on a monthly basis, owner Ana de la Moneda purchaser for the IT department and responsible for the printer purchases for Telemundo. Printers will be labeled and maintained in an inventory.

More Related