TelemundoSix Sigma Help-Desk

ProjectMarnie Pena

Maribel Prieto

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.

Business Case & Problem StatementBusiness Case & Problem StatementBusiness Case & Problem StatementBusiness Case & Problem Statement

Business CaseIt 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.

Problem StatementCurrently, 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.

Goal Statement & Project ScopeGoal Statement & Project ScopeGoal Statement & Project ScopeGoal Statement & Project Scope

Goal Statement

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.

Measurement/CTQMeasurement/CTQMeasurement/CTQMeasurement/CTQFinancial OpportunityFinancial OpportunityFinancial OpportunityFinancial Opportunity

Measure Volume of calls per type/category.Most troublesome calls by how often they occur .Project TeamProject TeamProject TeamProject Team

GB: Marnie Pena & Maribel PrietoChampion: Jean SuzukiTeam Members: Frank Davila, Rey Perdomo, Alan Casimiro, John Lawrence, Ramon Munoz, Raul delaCruz & Ana dela Moneda.

Benefit: Improve the quality of the help-desk calls by decreasing the redundant calls.

Baseline Target

Charter

“AS IS” Process Map

Help-Desk personnel trouble-

shoots over the phone.

Help-Desk personnel trouble-

shoots over the phone.

Help-Desk personnel

dispatches call to technician

Help-Desk personnel

dispatches call to technician

Resolve callResolve call Process Start Process StartUser calls help-desk w/problem.

Open Ticket

User calls help-desk w/problem.

Open TicketClose Ticket Close Ticket Process End Process End

Measures:1. Measure Volume of calls per type/category.2. Most troublesome calls by how often they occur.

End Users

End UserTechniciansHelp-Desk

Computer Hardware/Software difficulties and issues.

Resolve problem calls efficiently.

High Level Process Map

High-Level Need

TypeProvide excellent and knowledgeable technical support meanwhile educating

user.

Reduce the volume of the two most frequent help-desk calls by 30% by on or before December 2003.

Collected data from our help-desk software since June 23, 2003 to November 30, 2003.

Email Upper Spec limit < 20 callsPrinter Upper Spec limit < 40 calls

Email > 6Printer > 12

Output Unit

Output Characteristic(Big Y)

Project Y Operational definition of process

to be Measured

Little y :How process will be

Measured

Specification Limits

Target

Defect

CTQ

CTQ

Reduce the volume of help-desk calls in order to better

serve our customer (end-user) and provide excellent and knowledgeable technical

support

Reduce the volume of help-desk calls in order to better

serve our customer (end-user) and provide excellent and knowledgeable technical

support

Identify root cause for redundancy.Continuous measurement of redundant email

and printer.

Performance Standards

4 38 72178 1.413.024.761.0

100.0 98.6 85.6 61.0

300

200

100

0

100

80

60

40

20

0

Defect

CountPercentCum %

Perc

ent

Count

Pareto Chart for TYPE CODE

Most Frequent Types

Measure Sub-Type

39 5 5 5 6 8 8 8 8 11 11 12 13 14 16 16 21 22 23 24 28 28 29 34 38 38 42 47 72182

5 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 3 3 3 3 3 3 4 4 5 5 5 6 922

100 95 95 94 93 93 92 91 90 89 87 86 85 83 81 79 77 75 72 69 66 63 59 56 52 47 42 37 31 22

800

700

600

500

400

300

200

100

0

100

80

60

40

20

0

Defect

CountPercentCum %

Pe

rce

nt

Co

unt

Pareto Chart for SubType

Email Pareto

73 46 19 15 10 7 6 4

40.6 25.6 10.6 8.3 5.6 3.9 3.3 2.2

40.6 66.1 76.7 85.0 90.6 94.4 97.8 100.0

0

50

100

150

0

20

40

60

80

100

Defect

CountPercentCum %

Pe

rce

nt

Co

un

t

Pareto Chart for Email Type

Printer Pareto

39 21 1154.9 29.6 15.5

54.9 84.5 100.0

0

10

20

30

40

50

60

70

0

20

40

60

80

100

Defect

CountPercentCum %

Perc

ent

Co

un

t

Pareto Chart for Printer Type

Descriptive Statistics

2700022000170001200070002000

95% Confidence Interval for Mu

150010005000

95% Confidence Interval for Median

Variable: ELAPSEMIN

71.0

2663.0

966.3

Maximum3rd QuartileMedian1st QuartileMinimum

NKurtosisSkew nessVarianceStDevMean

P-Value:A-Squared:

111.0

2942.6

1361.1

29884.0 1039.0 95.0 2.0 0.0

77326.10084.3150678164662795.791163.72

0.000149.710

95% Confidence Interval for Median

95% Confidence Interval for Sigma

95% Confidence Interval for Mu

Anderson-Darling Normality Test

Descriptive Statistics

What causes email issues?

exceeding limit of emails

do not want to delete mail

disable accounts

export pst to new mailbox

outlook corruption

sending/receiving attachments

access mail via intranet

can not send or receive email

New employee

delays in sending & receiving int. & ext. mail accessing other

mailboxes

wrong profile

not familiar w/Outlook

assistant needs access to calendar, mail & contacts

attachment too large do not know how??

File association issues

do not use personal folders

Email Archive

SupportAccount creation

Account termination

Employee transfer

create NBC contact

Address Book

Update contact information

Add contact information

edit contactwrong information

Create rules

Alias creation

What causes printer issues?

updates

new pc setup w/out printer connection

server cable disconnected

print server down

port disabled

IP connection lost

DHCP server down

power configuration

switch down

power failure

virus

offline

paper jamneeds toner replaced

out of paper and incorrect printer setting

change other printer part

replace drum/fuser kitincorrect driver

corrupted application

printer not installed

user deleted printer

tech or user installed wrong driver

drawer not closed properly

paper moisture

jam not removed correctly

user mapping to wrong printer

user adding wrong printer

user should not have rights to add a printer

Connection

SupportMaintenance

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.

Monthly Report of Hits(Oct 2003 – Nov 2003)

Archive Newsletter Before & After Results…

81929.670.4

100.0 70.4

20

10

0

100

80

60

40

20

0

Defect

CountPercentCum %

Pe

rce

nt

Co

un

t

Pareto Chart for NL Results

Control PlanHelpdesk Project

EmailArchive

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.

PrinterConnection

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.