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The Design & Implementation ofA Technical Support Facility
For PC Vendors
Sponsored by: Melissa Tata, Dell Services Operations Senior Manager
Prepared by: Travis W. Boeker, Brian Hill, & Justin McKay - Team Leader
The University of Texas at AustinMechanical Engineering Department
Fall 2008
Problem Description
Design a free-standing customer service facility for the repair
and upgrade of PC’s. This facility should contain a reception
counter for interacting with customers and processing service
requests, an operating room for executing these service
requests, and ample storage for systems awaiting service.
Presentation Outline
• Background• Project Scope• Staffing Model Analysis• Intake Process Optimization• Fixture Design• Storage Design• Candidate Redesign Concepts• Summary of Results
Project Background
Dell offers solution to improve customer support
• In 2002, Dell opened first kiosks in shopping malls across US
• In February 2008, Dell launches
Consumer Reports Survey:
• Genius Bar walk-in support for Macs: 90% success rate
Fixture Design
Floorplan
Triage Design
Storage Analysis
Operational
Intake Process Optimization
Staffing Considerations
Project Scope
Staffing Analysis
Staffing Model
Objectives
Provide adequate employees for workload
Minimize Number of Employees
Area Manager7 direct reports
In-home Tech (4)
In-store Tech (5)
8
Sales Rep (1.5)
Store 1
Sales Rep (1.5)
Store 2
Sales Rep (1.5)
Store 3
Sales Rep (1.5)
Store 4
Sales Rep (1.5)
Store 5
Sales Rep (1.5)
Store 6
Sales Rep (2)
Note all HC are FTE and many HC may be part time
Store Coverage Hours11AM – 7PM Mon-Frinoon-6PM Sat-Sun
Working Sales
Manager (1)
Working Sales
Manager (1)
Support 1 store Support 3 stores Support 6 stores
Head Count
Sales Rep (1.5)
Store 2
Head Count Calculations
9
Employee By Type
9 Technical Staff
Could specialize or rotate between In-store or In-home transactions
9.75 Sales Staff
6 Store Assigned Sales Staff
2 Floating Sales Staff
2 Sales Managers
1 Additional Full-Time or 2 Part-Time
Intake Process Optimization
Intake Process Optimization
Objective: Minimize customer turnaround time
Optimization Technique:
Amend Process
Reorder task execution sequence
Modify task procedure or implement new procedure
Eliminate expendable or superfluous tasks
Recommendations for Improvement
Use forms with carbon-copy backings
Automate call to retail personnel
Online appointment scheduling for customers
If input customer availability, output possible appointments
Intake Process: Current vs. Proposed
Current Intake:
Customer departs ≈ 11 min
Proposed Intake:
Customer departs ≈ 6 min
Intake Process (Current): Workflow Study
Fixture Design
Fixture Subcomponents
Floor plan
Storage for PCs and Equipment
Triage (Intake Counter)
Repair Room
Objectives:
Maximize storage space
Minimize footprint size
Fixture Design
• Installation
• Must be free-standing
• Can be assembled/installed in one day
• Sufficient space to service 3 systems concurrently
• Sufficient Storage for:
• Systems awaiting service and systems awaiting pickup
• Spare components,
• Equipment,
• Records, Documentation,
• Electrostatic Discharge (ESD) protection
Requirements
• Constraints
• Target cost ≤ $20,000
• Target footprint ≤ 125 ft2 (7’10” by 7’9 ¾”)
• Storage Capacity ≥ 70 systems (35 laptops + 35 desktops)
• Americans with Disabilities Act (ADA)
• Aisle width ≥ 3 ft.
• Shelving height: 9in ≤ h ≤ 54in
• Turning radius ≥ 5 ft.
• Counter height ≤ 36 in.
Constraints
Objectives
Minimize Space Consumed
Maximize Storage Space
Provide Adequate Security
Storage Design
• Size of Systems• Laptop:• Desktop:
• Purchase of Service: 7/week purchases or service
Assumptions
Storage Design
Constraints
Meet ADA Requirements
Provide Adequate Storage
Triage Design
Objectives
Provide storage for necessary equipment
Provide comfortable exchange between customers and employees
Constraints
No larger than 7’10” wide and 2’ deep
Must meet ADA requirements
Original Equipment Allocation
Proposed Equipment Allocation
Candidate Redesign Concepts
Quoted Design
Quoted Design (cont.)
Quoted Design (Cont.)
Quoted Prices
Midwest
$12,948.32
e-gRetail
$19,683
mCoy Group
$9,700
DCI Marketing
Meet ADA Requirements
Meet target footprint of 125 ft2
Provide adequate storage for 35 Laptops and 35 Desktops
Requirements and Constraints
Quoted Designs
Alternative Designs
4 Foot Tall Design
Storage Design:
• 2 Rows, 31 Laptop Slots Across
• Separate Cabinet Holds 16-32
Laptops (1 or 2 Deep)
• Each Row 21” high
• Each Slot 3.5” wide and 36”
deep
• 3 Laptop slots per Desktop slot
Storage Capacity:
2-Deep Desktop Storage
3-Deep Laptop Storage
Room for 35 Desktops and 45
Laptops
Total Footprint: 150 ft2
Door in Front Design
Back Room Storage Design:
• 4 Rows, 21 Laptop Slots Across
• Each Slot 3.5” wide and 25” deep
• Each row to fit different-sized
system
•3 Laptop slots per Desktop slot
Front Storage Design:
• Strictly Desktop Storage
• Room for 14 Desktops
Storage Capacity:
1-Deep Desktop Storage
2-Deep Laptop Storage
Room for 30 Desktops and 30
Laptops
Total Footprint: 123.7 ft2
Door in Front Design 2
Back Room Storage Design:
• 3 Rows, 21 Laptop Slots Across
• Each Slot 3.5” wide and 36” deep
•3 Laptop slots per Desktop slot
Front Storage Design:
• Serviced Product Storage
• Room for 28 Laptops or 10
Desktops
Storage Capacity:
2-Deep Desktop Storage
3-Deep Laptop Storage
Room for 35 Desktops and 50
Laptops
Total Footprint: 127 ft2
Our Recommendation
Justification:
- Ample Storage
- Very Close to Target Footprint
- Visually Appealing
Recommended Design
Storage Capacity:
Footprint Size:
Concluding
Primary Task:
Service and Storage Design
Secondary Task:
Intake Process Improvement
Staffing Model
Recommended