1. Project to Improve Help Desk Call Response Lean Six Sigma Green Belt Project

2. Define Phase Project Charter

3. Define Phase SIPOC Diagram

4. Define Phase Process Diagram

7. Measure Phase Process Diagram

8. Measure Phase Perceived Causes

9. Measure Phase Tribal Knowledge

10. Measure Phase Cause and Effect Matrix

11. Measure Phase Questions for Customers

12. Measure Phase Customer List

13. Measure Phase Customer Survey Results

14. Measure Phase Example of Raw Data

15. Analysis Phase Reasons Calls Exceeded 8 Hours

16. Analysis Phase Elapsed Hours vs Begin Time

17. Improve Phase Recommendations

19. Improve Phase Results Phase 2 Mean=5.004 Phase 2 Mean=5.004 Phase 1 Mean=6.965 Phase 1 Mean=6.965

20. Improve Phase Results

22. Phase 1 Phase 2

23. Improve Phase Results Percentage of calls over 8 hours Charter Baseline:27.8% Phase 1 Baseline:16.5% Ending 12/31/10:14.8% Average time to complete a call Phase 1 Baseline:6.965 hours Ending 12/31/10:5.004 hours

24. Improve Phase Results Percentage of calls completed by the person taking the call Phase 1 Baseline:16.5% Ending 12/31/10:64.0%

25. Improve Phase Benefits to Customers If there is an IT Help Desk issue that affects a city employee’s ability to serve a citizen (customer), our goal is to solve the issue as fast as possible. If there is an IT Help Desk issue that affects a city employee’s ability to serve a citizen (customer), our goal is to solve the issue as fast as possible. Consider the potential implications of delays when serving the information needs of: Police Police Fire Fire Utilities Utilities Court Court Utility Billing Utility Billing Building & Planning Building & Planning

26. Improve Phase Benefits to Customers Secondly, the productivity of city workers can be reduced significantly when their computers or applications are not available to them. Secondly, the productivity of city workers can be reduced significantly when their computers or applications are not available to them.