1. Voice of Customer to Critical to Quality
SLA Violations Higher than desired
Critical to Quality
Project Metric (Y)
Not Enough time for project work
Minimizing user down time
# of user downtime hours
Downtime costs company money
**Note: we may want to think about using average hours of down time per user per month Our data is for 9 months, but we may want to have a goal of 4 months

2. Problem Statement
GD has experienced an 600* hours of user downtimeover the pas 9 months resulting in lost revenue
Mission Statement
Reduce the number of user downtime hours by 50% over 9 months, resulting in a decrease in lost revenue by $52,500.