University San Ignacio de Loyola

General studies

Faculty of Engineering

FINAL PROJECT - GROUP 02

LEAN MANAGEMENT

TEACHER: Huerta Mercado Herrera, Ronald Raul

BLOCK: FC-PREINGIEM07Z1T(H)

GROUP MEMBERS:

Gonzalez Said Cervantes, Mariapia (2110068)

Mendes, Guilherm (2312818)

Villacorta Sedano, Fabiola Paola (2112623)

Lima, Perú

2023-01
 Index of contents

1. Introduction (Brief description of the Help Desk process) 2

2. Create a Help Desk flowchart as mentioned in the description. 3
3. Prepare the Help Desk diagram following the style of Lean Systems 4
a. Identify of Wastes in the process 4
b. Help Desk process time (Dock to dock table) 5
c. VSM of the Help Desk process 6
4. In the described procedure determine the following: 7
a. Activities that add value. 7
b. Activities that do not add value, but are necessary. 7
c. Activities that do not add value and that should be eliminated. 7
5. Conclusion 7

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1. Introduction (Brief description of the Help Desk process)

The Help Desk Procedure is a systematic approach followed by an

organization to address and resolve incidents reported by users at their workstations.
It involves a series of steps and responsibilities to ensure that user issues are handled
efficiently and effectively. This procedure aims to provide prompt assistance, track
incidents, and maintain a high level of user satisfaction. In this final project of the
course of Lean Management we applied the flowchart and the VSM principles so it
can be easily identified those activities that generate value, either for the customer or
for the company, additionally those activities that do not generate value and are not
necessary. In this way, it seeks to identify the type of waste and the time it generates
loss through dock to dock, in order to improve the Help desk process.

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 2. Create a Help Desk flowchart as mentioned in the description.

https://miro.com/welcomeonboard/OVB5d2lGdVhhcWdaaEtRa1R3SGFHb0lFZTIwdlUySFBJUU9DOGFnUHBnbm83VmJHdm9NUlJGVGVSbVAwOFROcHwzMDc0NDU3MzYwMzkxMjc4Mjc5fDI=?share_link_id=942819004441

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3. Prepare the Help Desk diagram following the style of Lean Systems
a. Identify of Wastes in the process

ACTIVITY TYPE OF REASON

WASTE

Deliver the call Waiting There may be delays in the Help

Desk Manager receiving the phone
call from the user and in locating the
corresponding support staff.

Consult the problem Defects Other people such as Support

with the Support Technician, Infrastructure and
Technician, Support Manager, IT Manager and
Infrastructure and third parties should be contacted until
Support Manager, IT the error that the Help Desk Manager
Manager and third did not solve at first is solved
parties.

Inform the solution Over - The Help Desk Manager needs to

to the complete the processing coordinate with the support person to
status update the status of the information
template (incident)

Prepare statistical Inventory excessive data processing of the

tables referring to claims of the same call for the
incidents elaboration of the statistical tables

Prepare statistical Over - The Help Desk Manager spends time

tables referring to production preparing statistical tables and
incidents conducting analysis, which may not
directly contribute to resolving
incidents or providing immediate
support to users.

Prepare statistical Over - The Help Desk Manager has to build

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 tables referring to processing the statistical tables for each
incidents successful solution by hand.

b. Help Desk process time (Dock to dock table)

RECEIVE CALL 20 SEG

LAY OF CALL(4) 5 MIN

PRESIDE CALL(4) 2 MIN

DELIVER CALL(4) 10 MIN

COMPANY’S INTRANET 2 MIN

INTRANET SITE 1 MIN

ADMINISTRATIVE OPTIONS 1 MIN

WORK OPTIONS 1 MIN

INFORMATION TECHNOLOGY 1 MIN

INCIDENTS 1 MIN

NEW ELEMENT 1 MIN

STATUS 1 MIN

STATUS UPDATE(4) 2 MIN( AFTER THE PROBLEM IS

SOLVED- AROUND 2 HOURS IF IS
PRESENCIAL THE SOLUTION)

END CALL(4) 2 MIN

PREPARE STATISTICAL 3 HOURS

TABLES

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 c. VSM of the Help Desk process

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4. In the described procedure determine the following:
a. Activities that add value.

Activity Reason

Giving instructions to resolve the Detailed instructions are provided so

problem that the customer can solve the
problem by himself or herself.

Attend the incident at the User's The Help Desk Manager and
workstation. Support Technician may need to
physically move to the user's
workstation if the incident cannot be
resolved over the phone. In this way,
better service is provided.

Replenish equipment or Return If the client does not receive a

money solution, after an analysis the third
parties decides whether to replace it
with another team or refund the
money, thus delivering value to the
client.

Analyze statistics Although we consider the

elaboration as a loss, the analysis of
statistical tables allows us to analyze
the data to make decisions in the
event of future incidents.

b. Activities that do not add value, but are necessary.

Activity Reason

Enter the Company's web page, The Help Desk Manager for creating

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 intranet option, Administrative and completing an information
Operations template needs to access the
Sharepoint through multiple steps,
including navigating through the
company's web page and the
Intranet, but it is necessary to
register the incident.

Record the incident as Solved to It is necessary to place labels on the

Closed. (Update the status) incident records, in this way it is
known which have been solved and
which are pending for further
analysis.

Confirms service and thus maintains Making user confirmation calls for
an optimal level of service. every incident might not be the most
efficient use of resources.
Implementing a feedback
mechanism, such as user satisfaction
surveys or automated feedback
collection, can provide valuable
insights without requiring direct
communication for each incident

c. Activities that do not add value and that should be eliminated.

Activity Reason

Deliver the call There may be delays in the Help

Desk Manager receiving the phone
call from the user and in locating the
corresponding support staff.

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 Consult the problem with the Other people such as Support
Support Technician, Infrastructure Technician, Infrastructure and
and Support Manager, IT Manager Support Manager, IT Manager and
and third parties. third parties should be contacted until
the error that the Help Desk Manager
did not solve at first is solved

Inform the solution to the The Help Desk Manager needs to

complete the status coordinate with the support person to
update the status of the information
template (incident)

Prepare statistical tables referring To prepare the statistical tables, a

to incidents large amount of data must be
processed, additionally it must be
done manually and it is not directly
related to the solution of the incident
at the moment.

5. Conclusion

In conclusion, the Help Desk Procedure can benefit from eliminating or

optimizing certain activities to enhance efficiency and improve the overall
effectiveness of incident resolution. By streamlining the process and eliminating
activities that do not add significant value, organizations can achieve faster
response times, reduce administrative burdens, and enhance customer satisfaction.
By implementing new optimizations, organizations can create a more streamlined
and effective Help Desk Procedure, leading to improved response times, enhanced
customer satisfaction, and a more efficient use of resources. Continuous
evaluation and refinement of the procedure will help identify further opportunities
for improvement and ensure the delivery of exceptional support services.