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Six Sigma
Black (& Blue) Belt: Jeanette Wall
Unapplied Cash-Calculation Error
Jeanette Wall OperationsLocation- Company-wide
CANCELLED!
Demo Room Effectiveness
Jeanette Wall Operations-SalesLocation- Company-wide
CANCELLED!
4
ATTITUDE!!!ATTITUDE!!!
ATTITUDE!!!ATTITUDE!!!
As Andrew says…
Equipment Move Revenue
Jeanette Wall Operations-Location- Atlanta & Houston
6
Background – Current Process
Customers request IKON to re-locate equipment
Process is informal and not consistent
IKON is not consistently billing the customer for the move
Costs associated with IKON providing move service average from $100-200
Estimated number of moves per year = 10,000 for INA
A proposed equipment move process has been developed but not implemented
7
Project Definition
Problem Statement:
IKON provides moving services of equipment and in most cases is not compensated
Project Definition:
Reduce number of moves performed without compensation
Project Benefits:
Increase revenue for equipment moves
Atlanta 350 moves/mo. X $200 X 12 = $840,000
Houston 700 moves/mo. X $200 X 12 = 1,680,000
Increase customer satisfaction by reducing cycle time.
8
Project Definition, Cont’d
Financial Benefits: $2,500,000
Project Metric “Y”: Y1 = % of units moved for which IKON is compensated
Defect Definition: Any unit moved for which IKON is not compensated
Leveragability: Project can be leveraged across all regions
9
Project Team
Champion – Len Hall Financial Analyst – Black Belt – Jeanette Wall Process Owner – N/A Team Members:
Sales- Marketing– Supply Chain- CIT- Service- IT Support- Anne Quigley
Master Black Belt – Laura Wells
10
8/20/2003Jeanette Wall Project#
Equipment Move Revenue
CT Tree
Critical to Satisfaction (CTS)
Customer / IKON
Critical to Quality (CTQ) Critical to Cost (CTC) Critical to Delivery (CTD)
Accuratemove
information
Accuratepricing
Accuratepricing
Accuratebilling
Movecompleted
timely
System of recordis updated
accurately andtimely
Notification toIOSC for
leased assets
Notification toIOSC for
leased assets
System ofrecord isupdated
System ofrecord isupdated
11
8/20/2003Jeanette Wall Project#
Equipment Move Revenue
Requirements Requirements
OutputsSupplier ProcessInputBoundary
OutputBoundary
SIPOC
IKONprovides
equip. moveservice and
invoicescustomers
Sales Service Logistics CIT
Equipmentis moved
Invoice isgeneratedfor move
End-customer
IKON(revenue)
Customerrequest via: Sales Service CIT
(Resources required bythe process)
(Top level descriptionof the activity)
(Deliverables from theprocess)
(Anyone who receivesa deliverable from the
process)
(Providers of therequired resources)
CustomerInputs
128/21/2003Jeanette Wall Project#
Equipment Move Revenue
High Level Process Map - Atlanta & Houston CCCEquip. Moves
Customerrequest via:
Sales Service CIT
Request is sentto CCC contact
CCC contactcompletes
Equip. MoveForm (EMF)
EMF is emailedto appropriateConfigurationCenter (CC)
based on customerlocation
END
No data collection method currently available inAtlanta
Potential data collection & billing in Houston If Field Service is required, they bill the customer
NOTE: No Invoicing fromLogistics for move
13
Relocation Process
Relocation Process – Central Region 6/5/03 It is understood that an Oracle process for handling moves is in the works. 6elow is an interim process that will be used for customer moves in the former Central Region until the long-term solution is developed.
The Relocation Request form must be completed including all available appropriate information about the machine and customer, and forwarded as an attachment to CIT ([email protected]). Enter “Relocation” in the Subject Line of the email.
The minimum requirements will be accurate address, model, serial, and
contact/phone information at both the removal and the installation sites.
Rates for moves are listed on the accompanying worksheet. Rates do not include connectivity charges.
CIT will forward the completed Relocation Request to the proper Configuration
Center mailbox. (CC Dallas, CC Denver, CC El Paso, CC Little Rock, CC Houston). If the CC is not known, CIT will send to Angela Adams for distribution.
The appropriate CC will email CIT ([email protected]) first
to confirm receipt of the Relocation Request, and finally to confirm the move is complete.
Upon completion of the move, a copy of the completed Relocation Request
including signatures will be scanned and forwarded to Customer Billing, email address, [email protected] for billing and update of the install base.
6th step was forgotten!!
14
Designed Process
YES
Interim Equipment Move Process Flow
CIT via lookuptable determinespricing for move
including FS laborfees & connectivity
CIT performs Task #10and closes Task
CIT performs Task #9and closes Task
START
Sales initiatesEMR and emails
to CIT box
CIT isnotified
CIT prepares EMR andadds Customer A/C #
CIT scans approved EMR,and emails to Supply
Chain Scheduler
YES
CIT faxesEMR to
customer tovalidate quote
for movingcost
CIT obtains anapproved customer
faxed signature
YES
NONO
Salesprovided
authorizedperson
YES
NO CIT callscustomer for
additionalinformation YES
CIT creates ServiceRequest for
Equipment MoveRequest (with 11
tasks) and attachesscanned EMR; SR
will email assigneesappropriately
CIT emails RSSA ofterritory changes
FieldService
provides coverage innew area (CITverifies via TM
lookup)
NO
Does customeragree to pricing
YES
Is equipmentvendor owned
YES
Is TCAinformationadequate
CustomerMaster addsNew Partyand Party
Site
NO
Is requestorauthorized
approver forcustomer
CIT emails Sales:Requester and
Company information
YES
Sales contactsrequestor to
advise authority formove is needed
NO
YES
CIT hascustomer
information tocomplete Equipment
Move Request
NO
CIT files original faxfor documentation
Can Schedulerarrange date with
customerNO
Task #1dispatches
Tech
Tech performs de-installand no charge debrief
Supply Chain performsequipment check at CC
(if needed)
Supply Chain performsTask #3 and closes task
Customer signs EMR
Task #4dispatches Tech
Tech performsre-install and nocharge debrief
NO
CIT emails Sales of date change,if different from customer request
Can requestdate be met by
Scheduler and is it validper customerrequirements
Scheduler emailsCIT to cancelmove request
Customer needsequipment
moved
Sales isnotified
Customer contact CITand rejects quote
CIT emails Supply Chain ofchanged date or cancellation
Customer callsCIT to changedate/cancel the
move
Submit Charges transmitfor Invoice Processing
New Party orNew Party Site
CIT addsNew Party
Site
Scheduler emails CIT withagreed pickup date and Supply
Chain Contact Information
Cancelor DateChange
CANCEL
CHANGE
CIT performs Task #8and closes Task
Supply Chainperforms Task #6and closes task
FS CallCenter
ReceivesCustomer
Call
Is segmentidentified on
EMR
CIT maps modelto segment using
scriptNO
Supply Chain prints the EMR attached to the SR
Supply Chain performsTask #2 and closes task
Supply Chainchanges status of
Task #4 from Opento In Planning
CIT performsTask #7END
CIT emails Sales ofrejection and cancels
move request
CIT cancelsrequest andemails Sales
CIT performs Task #11and closes Task
END
CIT emails EMR to CCManager to execute Out of
Area Exception Process
CC Manager emailsCIT with service area
decision
Can areasupport service
YES
CIT notifies Sales that Servicecannot be provided
CIT notifies the customer Service cannotbe provided and cancels request
NO
END
IsConnected box
checked onEMR
Cancel SRTask #5
Cancel SRTask #11
NO
YES
NO
YESIs Task #1
open
YES
NO
Is Task #4open
NO
YES
RSSA/SSA executesTerritory ManagementProcess Administration
TASK LEGEND1. De-install2. Pickup equipment on arranged date3. Deliver equipment to new location4. Machine Re-install5. Connectivity Re-install6. Scan EMR with customer signature on Equipment Delivery and attach
to SR; change status for Task # 7 from Open to Assign7. As follows:
A. Validate all 6 tasks have been completed, as neededB. Enter 2 charge lines (1 field service, 1 supply chain in amounts
indicated on Equipment Move Request) and saveC. Validate EMR with customer signature on Equipment DeliveryD. Validate ChargesE. Submit chargesF. Change assignments for Tasks 8, 9,10 and 11 from Open to Assign
8. Email Sales that move is completed9. Email Contracts to update contract and Install Base10. Email IOS Capital to update IKONICS via central email box11. Email Regional Process Owner (on Vendor Owned Equipment Only)
Is FS TechNeeded for De-install on EMR
YES
NOCancel SR
Task #1
Is FS TechNeeded for Re-install on EMR
NOCancel SR
Task #4
YES
Is Task #5open
Task #5dispatches Tech
YES
Tech performsre-install and nocharge debrief
NOSupply Chainchanges status of
Task #5 from Opento In Planning
Scheduleridentifies
changes inEMR
YES
Tech calls Supply ChainContact per Problem
Summary field info thatde-install is completed
Change Tasks #2and #3 from Open
to Assigned
CIT Enters SupplyChain (SC) Contact &de-install date needed
in the ProblemSummary field in Task#1 so Tech calls SC
when de-install is doneand changes status ofTask # 1 to In Planning
Is Task #11assigned
NO
YES
CIT
FieldService
SupplyChain
CustomerMaster
Customer
Sales
Color Legend
How much time????
RE-WORK
WOW!!!
15
DPMO
Atlanta – 350 moves / month, 0 billed
Houston – 700 moves / month, 0 billed
DMPO = 1,000,000
16
Next Steps
•Obtain approved charter
•Finalize team members
•Implement Data Collection System
•Kick-off meeting
•Analyze proposed process & identify potential gaps
•Validate head count requirements