Six Sigma

Black (& Blue) Belt: Jeanette Wall

Unapplied Cash-Calculation Error

Jeanette Wall OperationsLocation- Company-wide

CANCELLED!

Demo Room Effectiveness

Jeanette Wall Operations-SalesLocation- Company-wide

CANCELLED!

4

ATTITUDE!!!ATTITUDE!!!

ATTITUDE!!!ATTITUDE!!!

As Andrew says…

Equipment Move Revenue

Jeanette Wall Operations-Location- Atlanta & Houston

6

Background – Current Process

Customers request IKON to re-locate equipment

Process is informal and not consistent

IKON is not consistently billing the customer for the move

Costs associated with IKON providing move service average from $100-200

Estimated number of moves per year = 10,000 for INA

A proposed equipment move process has been developed but not implemented

7

Project Definition

Problem Statement:

IKON provides moving services of equipment and in most cases is not compensated

Project Definition:

Reduce number of moves performed without compensation

Project Benefits:

Increase revenue for equipment moves

Atlanta 350 moves/mo. X $200 X 12 = $840,000

Houston 700 moves/mo. X $200 X 12 = 1,680,000

Increase customer satisfaction by reducing cycle time.

8

Project Definition, Cont’d

Financial Benefits: $2,500,000

Project Metric “Y”: Y1 = % of units moved for which IKON is compensated

Defect Definition: Any unit moved for which IKON is not compensated

Leveragability: Project can be leveraged across all regions

9

Project Team

Champion – Len Hall Financial Analyst – Black Belt – Jeanette Wall Process Owner – N/A Team Members:

Sales- Marketing– Supply Chain- CIT- Service- IT Support- Anne Quigley

Master Black Belt – Laura Wells

10

8/20/2003Jeanette Wall Project#

Equipment Move Revenue

CT Tree

Critical to Satisfaction (CTS)

Customer / IKON

Critical to Quality (CTQ) Critical to Cost (CTC) Critical to Delivery (CTD)

Accuratemove

information

Accuratepricing

Accuratepricing

Accuratebilling

Movecompleted

timely

System of recordis updated

accurately andtimely

Notification toIOSC for

leased assets

Notification toIOSC for

leased assets

System ofrecord isupdated

System ofrecord isupdated

11

8/20/2003Jeanette Wall Project#

Equipment Move Revenue

Requirements Requirements

OutputsSupplier ProcessInputBoundary

OutputBoundary

SIPOC

IKONprovides

equip. moveservice and

invoicescustomers

Sales Service Logistics CIT

Equipmentis moved

Invoice isgeneratedfor move

End-customer

IKON(revenue)

Customerrequest via: Sales Service CIT

(Resources required bythe process)

(Top level descriptionof the activity)

(Deliverables from theprocess)

(Anyone who receivesa deliverable from the

process)

(Providers of therequired resources)

CustomerInputs

128/21/2003Jeanette Wall Project#

Equipment Move Revenue

High Level Process Map - Atlanta & Houston CCCEquip. Moves

Customerrequest via:

Sales Service CIT

Request is sentto CCC contact

CCC contactcompletes

Equip. MoveForm (EMF)

EMF is emailedto appropriateConfigurationCenter (CC)

based on customerlocation

END

No data collection method currently available inAtlanta

Potential data collection & billing in Houston If Field Service is required, they bill the customer

NOTE: No Invoicing fromLogistics for move

13

Relocation Process

Relocation Process – Central Region 6/5/03 It is understood that an Oracle process for handling moves is in the works. 6elow is an interim process that will be used for customer moves in the former Central Region until the long-term solution is developed.

The Relocation Request form must be completed including all available appropriate information about the machine and customer, and forwarded as an attachment to CIT (houcustomercare@support.ikon.com). Enter “Relocation” in the Subject Line of the email.

The minimum requirements will be accurate address, model, serial, and

contact/phone information at both the removal and the installation sites.

Rates for moves are listed on the accompanying worksheet. Rates do not include connectivity charges.

CIT will forward the completed Relocation Request to the proper Configuration

Center mailbox. (CC Dallas, CC Denver, CC El Paso, CC Little Rock, CC Houston). If the CC is not known, CIT will send to Angela Adams for distribution.

The appropriate CC will email CIT (houcustomercare@support.ikon.com) first

to confirm receipt of the Relocation Request, and finally to confirm the move is complete.

Upon completion of the move, a copy of the completed Relocation Request

including signatures will be scanned and forwarded to Customer Billing, email address, houinstallbase@support.ikon.com for billing and update of the install base.

6th step was forgotten!!

14

Designed Process

YES

Interim Equipment Move Process Flow

CIT via lookuptable determinespricing for move

including FS laborfees & connectivity

CIT performs Task #10and closes Task

CIT performs Task #9and closes Task

START

Sales initiatesEMR and emails

to CIT box

CIT isnotified

CIT prepares EMR andadds Customer A/C #

CIT scans approved EMR,and emails to Supply

Chain Scheduler

YES

CIT faxesEMR to

customer tovalidate quote

for movingcost

CIT obtains anapproved customer

faxed signature

YES

NONO

Salesprovided

authorizedperson

YES

NO CIT callscustomer for

additionalinformation YES

CIT creates ServiceRequest for

Equipment MoveRequest (with 11

tasks) and attachesscanned EMR; SR

will email assigneesappropriately

CIT emails RSSA ofterritory changes

FieldService

provides coverage innew area (CITverifies via TM

lookup)

NO

Does customeragree to pricing

YES

Is equipmentvendor owned

YES

Is TCAinformationadequate

CustomerMaster addsNew Partyand Party

Site

NO

Is requestorauthorized

approver forcustomer

CIT emails Sales:Requester and

Company information

YES

Sales contactsrequestor to

advise authority formove is needed

NO

YES

CIT hascustomer

information tocomplete Equipment

Move Request

NO

CIT files original faxfor documentation

Can Schedulerarrange date with

customerNO

Task #1dispatches

Tech

Tech performs de-installand no charge debrief

Supply Chain performsequipment check at CC

(if needed)

Supply Chain performsTask #3 and closes task

Customer signs EMR

Task #4dispatches Tech

Tech performsre-install and nocharge debrief

NO

CIT emails Sales of date change,if different from customer request

Can requestdate be met by

Scheduler and is it validper customerrequirements

Scheduler emailsCIT to cancelmove request

Customer needsequipment

moved

Sales isnotified

Customer contact CITand rejects quote

CIT emails Supply Chain ofchanged date or cancellation

Customer callsCIT to changedate/cancel the

move

Submit Charges transmitfor Invoice Processing

New Party orNew Party Site

CIT addsNew Party

Site

Scheduler emails CIT withagreed pickup date and Supply

Chain Contact Information

Cancelor DateChange

CANCEL

CHANGE

CIT performs Task #8and closes Task

Supply Chainperforms Task #6and closes task

FS CallCenter

ReceivesCustomer

Call

Is segmentidentified on

EMR

CIT maps modelto segment using

scriptNO

Supply Chain prints the EMR attached to the SR

Supply Chain performsTask #2 and closes task

Supply Chainchanges status of

Task #4 from Opento In Planning

CIT performsTask #7END

CIT emails Sales ofrejection and cancels

move request

CIT cancelsrequest andemails Sales

CIT performs Task #11and closes Task

END

CIT emails EMR to CCManager to execute Out of

Area Exception Process

CC Manager emailsCIT with service area

decision

Can areasupport service

YES

CIT notifies Sales that Servicecannot be provided

CIT notifies the customer Service cannotbe provided and cancels request

NO

END

IsConnected box

checked onEMR

Cancel SRTask #5

Cancel SRTask #11

NO

YES

NO

YESIs Task #1

open

YES

NO

Is Task #4open

NO

YES

RSSA/SSA executesTerritory ManagementProcess Administration

TASK LEGEND1. De-install2. Pickup equipment on arranged date3. Deliver equipment to new location4. Machine Re-install5. Connectivity Re-install6. Scan EMR with customer signature on Equipment Delivery and attach

to SR; change status for Task # 7 from Open to Assign7. As follows:

A. Validate all 6 tasks have been completed, as neededB. Enter 2 charge lines (1 field service, 1 supply chain in amounts

indicated on Equipment Move Request) and saveC. Validate EMR with customer signature on Equipment DeliveryD. Validate ChargesE. Submit chargesF. Change assignments for Tasks 8, 9,10 and 11 from Open to Assign

8. Email Sales that move is completed9. Email Contracts to update contract and Install Base10. Email IOS Capital to update IKONICS via central email box11. Email Regional Process Owner (on Vendor Owned Equipment Only)

Is FS TechNeeded for De-install on EMR

YES

NOCancel SR

Task #1

Is FS TechNeeded for Re-install on EMR

NOCancel SR

Task #4

YES

Is Task #5open

Task #5dispatches Tech

YES

Tech performsre-install and nocharge debrief

NOSupply Chainchanges status of

Task #5 from Opento In Planning

Scheduleridentifies

changes inEMR

YES

Tech calls Supply ChainContact per Problem

Summary field info thatde-install is completed

Change Tasks #2and #3 from Open

to Assigned

CIT Enters SupplyChain (SC) Contact &de-install date needed

in the ProblemSummary field in Task#1 so Tech calls SC

when de-install is doneand changes status ofTask # 1 to In Planning

Is Task #11assigned

NO

YES

CIT

FieldService

SupplyChain

CustomerMaster

Customer

Sales

Color Legend

How much time????

RE-WORK

WOW!!!

15

DPMO

Atlanta – 350 moves / month, 0 billed

Houston – 700 moves / month, 0 billed

DMPO = 1,000,000

16

Next Steps

•Obtain approved charter

•Finalize team members

•Implement Data Collection System

•Kick-off meeting

•Analyze proposed process & identify potential gaps

•Validate head count requirements