The I.T. Project Service Desk Department The Service Desk Department consists of four teams - the Telecom Team responsible for phone infrastructure, the Server /Network Team, a Help Desk that handles first-level assistance and bug tracking, and a Desk-Side Support Team (DSST). All four teams serve only internal customers people who work in the same company as the Service Desk. Telecom Team The Telecom Team handled 1,893 installations -- Private Branch Exchanges (PBX), Voicemail (VM), and Voice-Over Internet Protocol (VOIP), telephone sets, modems and fax machines. Of those who responded to the customer satisfaction survey: 45.5% strongly agreed that their needs were met 31.26% agreed that their needs were met 22.8% neutral that their needs were met 0.44 disagreed 0.00 strongly disagreed Service/Network Team The SNT had a quiet year. Bandwidth and latency levels were maintained within specification limits and unscheduled the cumulative downtime was held to an acceptable level. (16 minutes total for the year) Help Desk Team The HD received 9,687 requests last year. Of those who participated in the customer satisfaction survey: 36.78% strongly agreed that their needs were met 62.06% agreed that their needs were met 1.16% neutral that their needs were met 0.00 disagreed 0.00 strongly disagreed Desk-top Support Team (DSST) The DSST receives their marching orders from the HD to set up and configure computers for new users within the company -- dealing with software complaints, hardware issues, moving workstations, etc. Last year 3626 DSST received requests from other internal employees. Of those employees they served who participated in the customer satisfaction survey: 2.3% strongly agreed that their needs were met 25.6% agreed that their needs were met 65.8% neutral that their needs were met 3.6 disagreed 2.7 strongly disagreed The director of the service department says that any 'strongly disagree' or simply 'disagree' responses are considered to be defects. She was unhappy that ~66% were 'on the fence', but when she was pressed for an 'operational definition', she said the defect ratings do not include the 'neutral' ratings. Bottom Line: The director is not happy. When asked by the team sponsor about any 'pain points', she had no hesitation. She wants the DSST to improve the level of customer satisfaction. The deadline for having all project deliverables 100% correct is 7 days prior to the end of the course. Objective: You recommend using a design of experiments approach to hopefully realize a breakthrough improvement. The team brainstorms a long list of possible reasons why the average resolution time is so long. From that list, the team has reduced it down to five factors they want to include in an experiment. They do not suspect any interactions, so they conclude a resolution III will be adequate. They refer to the resolution matrix (in Analyzing Fractional Factorial Designs lecture and the online textbook) and they find they can learn about the effects of those five factors in as little as eight experiments. Instructions for you: Construct an main effects plot for all five of the factors. We will do the first one for you as an example: Take an average of the response time minutes (y) when "staff size" was at (-). Then, do the same thing for when the results (y) when "staff size" was at (1). When at (-1) When at (+1) 7 9 28 25 26 8 6 28 Average 16.75 17.50 Data: The factors for the experiment were: A B C D E - level 8 FIFO In person Product A BHD Staff size Order of responding Method of responding Tracking software Operating system + level 16 By priority Via web Product B JK-7 The design below was taken from Minitab. There are other software packages that provide the same information. There can also be found in Design of Experiments textbooks. Trial 1 2 3 4 5 6 7 8 Staff sz 1 -1 1 -1 -1 1 1 -1 Order 1 -1 1 -1 1 -1 -1 1 Method -1 -1 1 1 1 -1 1 -1 Software -1 1 1 1 -1 1 -1 -1 Op sys Results (Y) (average resolution - in contiguous hours -1 9 1 7 Excel 2003 Tip -1 25 -1 28 Excel 2007 Tip 1 26 1 8 -1 28 1 6 How to submit an Assignment TARGET ASSIGNMENT DATE - Submit in Week 11 or earlier YOU DO NOT NEED TO SEND IN THE MAIN EFFECTS PLOTS Project: I.T. Project 2015 Deliverable: DOE Student last name: Your last name here Staff size Staff size + Order Order + Method Method + Software Software + Op sys Op sys + Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here Actual value here ROUND YOUR FINAL RESULTS TO 2 DECIMAL PLACES. Check Check Check Check Check Check Check Check Check Check Which two factors are most significant and what are the optimum settings for these two factors? Check