IT Thermal Supply Chain Service Metric

Reduction (SCH)
A213110.1

Project Leader: Courtney Donovan

Team Members: Gregory Morgan (TSG)
Rick Barry (Client CIO)
A213110.1
John Lewis (GIS)
Skip Hobba

MBB: Jack Consiglio

BB Mentor: Angelo Pezzuto
Start Date: 6/27/2011
Completion Date: 12/12/2011

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Define Phase

Step A
Identify Project CTQ’s

Who is the Customer (External or Internal):

• The customers are employees in Schenectady, NY that log a helpdesk
ticket to Deskside Support. Customers are internal to GE.

High Level CTQs: Big Y

• On-Time Delivery
• Improved accuracy and quality.

Project CTQ’s: Project y:

• Ticket Closure Cycle Time (hours, days) – SLA

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Define Phase
Step B
Team Charter
Problem statement:
• The Deskside support team receives an average of 500 tickets per
month in Schenectady with less than 10% resolved on first call. High
ticket volume and missed SLA's are causing high priority tickets to not
be resolved quickly or accurately.
Business Case:
• Missed SLA’s result in poor productivity of users. High level of
frustration from the business on ticket pending status or closures, also
known as “Ticket Gaming”
Project Goals/Scope
• Improve the raw SLA (actual time it takes to close a ticket). Will focus
on Schenectady Deskside tickets.

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Define Phase
Step B
Team Charter
In/Out of the Frame
Deskside Other Sites
Helpdesk
Schenectady
GAMs Supported
GE Energy Apps
Other
L2 P&L’s
L1
All Tickets Supply Chain Greenville

Thermal
Power & Water
Jan-August 2011 Data

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Define Phase
Step B
Problem Definition Tree

Performance
and
Availability

Ticket Network
Up Time
Closure

HD Skill SLA Complexity Handoff Missing Info

Delay
Delay
Caused by
Caused by
Another
End-user
Workgroup

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 Current State Value Stream
Analyze Phase Step 6 Map
Ticket Closed
YES
Successfully!
Ticket transmitted to
Customer submits Can ticket be
Helpdesk and
Helpdesk ticket resolved at L1?
placed in “Opened”
status NO: Ticket is Email/Instant
NO: Ticket is
routed to correct
submitted to X message is sent to
the wrong user to validate
workgroup workgroup

Workgroup changes
Ticket is routed to
project status to “In-
correct workgroup
Progress”

Work group resolves

Workgroup works ticket and notifies
ticket customer to close
the ticket

Exception X Workgroup does not

Workgroup closes
Code, have enough info to
ticket without
awaiting resolve, puts in
hardware, end “pending” status X resolution
X
user delay

Wait Contacts customer Customer re-opens Ticket Closed

for clarification ticket Successfully!

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Measure Phase

Step 1
Select CTQ Characteristics
Ticket closure cycle time (hours, days) is it within Raw SLA

Step 2
Define Performance Standards
On time delivery

Defect Definition: A ticket that did not meet SLA or was

closed without the correct solution.

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Measure Phase

Step 3
Measurement System Analysis
Can I trust my data?
• Yes, Gage R&R shows that the measurement
system is accurate 9 times out of 10.

Type of data:
• Discrete Data
• Good or Bad (Defect = ticket not being resolved
within SLA window).

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Measure Phase

Step 3
Measurement System Analysis

Data Collection Plan for Baseline:

• (Data) Source: TSG DSM Operational Metrics STAGING
library

Sample Size: 2435 tickets

Measure System Analysis Results: (Gage R&R) Verify the

data. Is the data acceptable?
• Gage R&R – 90% accuracy of measurement system

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Measure Phase

Tickets by Exception Type

300
250
Total Tickets

200
150
100
50
0
Delay caused
Awaiting Delay caused Delay caused Delay caused by GE Delay caused
Delay caused
delivery of by another by by external Corporate or due to mis- (blank)
by end-user
hardware workgroup Export/Import vendor(s) other GE route
Business
Apr-2011 30 25 179 4 17
May-2011 22 61 183 1 9 21
Jun-2011 33 80 239 1 1 18 16
Jul-2011 27 62 168 17 1 12
Aug-2011 30 65 148 16
Sep-2011 35 46 179 1 1 12

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Measure Phase

Tickets - Top 10 Problems

120

100
Total Tickets

80

60

40

20

0
Application -
Application -
Error Application - Other - End Access - Application -
Desktop - Error Desktop - Desktop - Application -
(General How- User Account Error
Disk (Configuratio Reimage Peripheral Reinstall
Error/Except to/Training Resolved Admin (Bug/Design)
n)
ion)
Apr-2011 85 52 66 13 41 22 5 12 11 8
May-2011 105 77 73 16 10 23 23 15 7 19
Jun-2011 93 82 91 38 24 19 20 12 6 11
Jul-2011 81 80 49 26 14 18 11 11 7 6
Aug-2011 78 94 38 24 9 6 16 11 14 8
Sep-2011 79 80 49 32 17 15 13 19 19 8

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 L2 Deskside
Tickets/SLA
Count of ID Finish Month
SLA Apr-2011 May-2011 Jun-2011 Jul-2011 Aug-20111 Sep-2011
Fail 255 297 388 287 259 274
Pass 165 195 150 132 148 168
Grand Total 420 492 538 419 407 442
Raw SLA 39% 40% 28% 32% 36% 38%
Adjusted SLA (minus Closed
/w Exception) 100% 100% 100% 100% 100% 100%
Ticket Closed with
Exception
Exception Code Apr-2011 May-2011 Jun-2011 Jul-2011 Aug-2011 Sep-2011
Awaiting delivery of hardware 30 22 33 27 30 35
Delay caused by another workgroup 25 61 80 62 65 46
Delay caused by end-user 179 183 239 168 148 179
Delay caused by Export/Import 1 1
Delay caused by external vendor(s) 1 1
Delay caused by GE Corporate or other GE
Business 4 9 18 17 1
Delay caused due to mis-route 1
(blank) 17 21 16 12 16 12
Grand Total 255 297 388 287 259 274

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 13 /
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• 95% confidence of mean – 95% chance that the population mean would fall
between the confidence interval.
• Confidence width is based on s/sqrt (n). For smaller confidence width either your
process should have small variation or you would need more samples.
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• If P-value <0.05 then process is not normal.
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Analyze Phase Step 6 Identify Potential X’s

Measurement Materials People

s
Experience

SLA Hardware User

RCA Inventory Response Clarity of ticket
Understand
Acceptance of
Requirements Helpdesk not
analysis
following up
Raw SLA

Raw SLA
below
Call as well Question 95%
Workload hidden in email
as email
Ticket closed,
# of Requests Status emails, users credentials never
don’t follow up sent Auto routing

Hard to read email Need RCA

WF auto approval
Who opened ticket

Environment Methods Machines

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Tickets Closed With Exception

x % Reason

Delay caused by end-user 63% Most frequent cause of missing SLA is lack
of communication between vendor and user
Delay caused by another 20% Confusion or poor clarity of ticket information
workgroup results in multiple groups involved with little
handoff tracking.
Awaiting delivery of 11% Vendor must identify issue and then order
hardware new hardware
Other 6% Vendor not including closure CI

Delay caused by Corporate 3% Multiple groups involved

or other GE Business

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Proposed Solutions
Vital X’s
Delay caused by end-user
Delay caused by another
workgroup
Awaiting delivery of hardware
Deskside Communication
TSG Communication
Improvement
• Email reminders from TSG, Enforced 3-strike rule
• Use multiple means of contact (Phone, WebEx, Email). After sending
email update, phone user.
• Redesign email for ease and clarity
• Require RCA
• Better documentation of what ticket goes to what group, auto routing
• Link to instructions to self resolve on Helppoint WF (Windows 7, Office
2010, printer, basic troubleshooting steps).
• Propose different type of SLA or special ticket to be used if user gets
approved for hardware (Similar to GMR)
• Require location field accurately populated on WF for all
hardware/software tickets
• Include who opened the ticket on Smart Communications
• Put in correct closure status, “Believed to be resolved status” instead
of “Verified by end user.”
• Ensure credentials are included if user is requesting access to
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• Remove the requirement for self approval when requesting access to a
Shared Folder
End User Survey
• Found it hard to read the auto email.
• Helpdesk should follow up with phone call after they send email.
• Question hidden in email and then email gets buried
• On the smart communications – IM owner gets ticket email; the ticket should say who the
user was that opened the ticket.
• Ticket says “closed verified by end user” when in fact it was never verified by the end user.
Need to put ticket in “believed to be resolved status”
• TSG needs to update WF to have auto approval when user requests access to a shared
folder. What is currently happening is user requests access, gets and email and the
request sits in their queue until they approve their own request.
• Clarity of email sent to users – “I never look at the email because it is so confusing, it
should tell me what the next step is.”
• “My ticket was closed, but I was never given access, credentials were never sent” – Put
credentials in ticket/email.
• “Tickets should not be closed without a root cause analysis completed and approved.”
• Email is not clear, hard to read as font is the same and it does not fit in the window.
• Out of 3 interviewees, none of them recall seeing the 3 warning reminder

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Control Phase Step 12
Implement Process Control

Solution Procedure
Enforce 3 Strike rule Policy
Redesign email for ease and clarity One Time Change
Require RCA One Time Change
Who Opened ticket in Smart Communication One Time Change
Correct Closure Status Policy
Include Credentials Policy
Shared Folder Approval One Time Change
Email update followed up with phone call Compucom Policy
Hardware Inventory Compucom Policy

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Control Phase
Step 10
Validate Measurement System
Can I measure my Xs and Y accurately and precise?
• Pareto Chart

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Control Phase

Step 11
Determine Process Capability
•Use normality plots to identify outliers
•Use run charts to look for trends and clustering of data etc…

Tests to Verify Improvement

ANOVA
Chi-Square
DOE
Homogeneity of Variance
Simple Regression
T-Test

Final Capability: Zst:xxxx LT DPMO: XXXXXX Z shift: 1.5 Sample Size: xxxx

Improvement Test: P-Value: xxxx Test Used: xxxx

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Project
Benefits
Project Summary

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