final presentation^14
TRANSCRIPT
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The Design & Implementation ofA Technical Support Facility
For PC Vendors
Sponsored by: Melissa Tata, Dell Services Operations Senior Manager
Prepared by: Travis W. Boeker, Brian Hill, & Justin McKay - Team Leader
The University of Texas at AustinMechanical Engineering Department
Fall 2008
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Problem Description
Design a free-standing customer service facility for the repair
and upgrade of PC’s. This facility should contain a reception
counter for interacting with customers and processing service
requests, an operating room for executing these service
requests, and ample storage for systems awaiting service.
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Presentation Outline
• Background• Project Scope• Staffing Model Analysis• Intake Process Optimization• Fixture Design• Storage Design• Candidate Redesign Concepts• Summary of Results
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Project Background
Dell offers solution to improve customer support
• In 2002, Dell opened first kiosks in shopping malls across US
• In February 2008, Dell launches
Consumer Reports Survey:
• Genius Bar walk-in support for Macs: 90% success rate
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Fixture Design
Floorplan
Triage Design
Storage Analysis
Operational
Intake Process Optimization
Staffing Considerations
Project Scope
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Staffing Analysis
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Staffing Model
Objectives
Provide adequate employees for workload
Minimize Number of Employees
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Area Manager7 direct reports
In-home Tech (4)
In-store Tech (5)
8
Sales Rep (1.5)
Store 1
Sales Rep (1.5)
Store 2
Sales Rep (1.5)
Store 3
Sales Rep (1.5)
Store 4
Sales Rep (1.5)
Store 5
Sales Rep (1.5)
Store 6
Sales Rep (2)
Note all HC are FTE and many HC may be part time
Store Coverage Hours11AM – 7PM Mon-Frinoon-6PM Sat-Sun
Working Sales
Manager (1)
Working Sales
Manager (1)
Support 1 store Support 3 stores Support 6 stores
Head Count
Sales Rep (1.5)
Store 2
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Head Count Calculations
9
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Employee By Type
9 Technical Staff
Could specialize or rotate between In-store or In-home transactions
9.75 Sales Staff
6 Store Assigned Sales Staff
2 Floating Sales Staff
2 Sales Managers
1 Additional Full-Time or 2 Part-Time
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Intake Process Optimization
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Intake Process Optimization
Objective: Minimize customer turnaround time
Optimization Technique:
Amend Process
Reorder task execution sequence
Modify task procedure or implement new procedure
Eliminate expendable or superfluous tasks
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Recommendations for Improvement
Use forms with carbon-copy backings
Automate call to retail personnel
Online appointment scheduling for customers
If input customer availability, output possible appointments
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Intake Process: Current vs. Proposed
Current Intake:
Customer departs ≈ 11 min
Proposed Intake:
Customer departs ≈ 6 min
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Intake Process (Current): Workflow Study
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Fixture Design
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Fixture Subcomponents
Floor plan
Storage for PCs and Equipment
Triage (Intake Counter)
Repair Room
Objectives:
Maximize storage space
Minimize footprint size
Fixture Design
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• Installation
• Must be free-standing
• Can be assembled/installed in one day
• Sufficient space to service 3 systems concurrently
• Sufficient Storage for:
• Systems awaiting service and systems awaiting pickup
• Spare components,
• Equipment,
• Records, Documentation,
• Electrostatic Discharge (ESD) protection
Requirements
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• Constraints
• Target cost ≤ $20,000
• Target footprint ≤ 125 ft2 (7’10” by 7’9 ¾”)
• Storage Capacity ≥ 70 systems (35 laptops + 35 desktops)
• Americans with Disabilities Act (ADA)
• Aisle width ≥ 3 ft.
• Shelving height: 9in ≤ h ≤ 54in
• Turning radius ≥ 5 ft.
• Counter height ≤ 36 in.
Constraints
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Objectives
Minimize Space Consumed
Maximize Storage Space
Provide Adequate Security
Storage Design
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• Size of Systems• Laptop:• Desktop:
• Purchase of Service: 7/week purchases or service
Assumptions
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Storage Design
Constraints
Meet ADA Requirements
Provide Adequate Storage
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Triage Design
Objectives
Provide storage for necessary equipment
Provide comfortable exchange between customers and employees
Constraints
No larger than 7’10” wide and 2’ deep
Must meet ADA requirements
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Original Equipment Allocation
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Proposed Equipment Allocation
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Candidate Redesign Concepts
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Quoted Design
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Quoted Design (cont.)
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Quoted Design (Cont.)
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Quoted Prices
Midwest
$12,948.32
e-gRetail
$19,683
mCoy Group
$9,700
DCI Marketing
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Meet ADA Requirements
Meet target footprint of 125 ft2
Provide adequate storage for 35 Laptops and 35 Desktops
Requirements and Constraints
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Quoted Designs
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Alternative Designs
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4 Foot Tall Design
Storage Design:
• 2 Rows, 31 Laptop Slots Across
• Separate Cabinet Holds 16-32
Laptops (1 or 2 Deep)
• Each Row 21” high
• Each Slot 3.5” wide and 36”
deep
• 3 Laptop slots per Desktop slot
Storage Capacity:
2-Deep Desktop Storage
3-Deep Laptop Storage
Room for 35 Desktops and 45
Laptops
Total Footprint: 150 ft2
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Door in Front Design
Back Room Storage Design:
• 4 Rows, 21 Laptop Slots Across
• Each Slot 3.5” wide and 25” deep
• Each row to fit different-sized
system
•3 Laptop slots per Desktop slot
Front Storage Design:
• Strictly Desktop Storage
• Room for 14 Desktops
Storage Capacity:
1-Deep Desktop Storage
2-Deep Laptop Storage
Room for 30 Desktops and 30
Laptops
Total Footprint: 123.7 ft2
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Door in Front Design 2
Back Room Storage Design:
• 3 Rows, 21 Laptop Slots Across
• Each Slot 3.5” wide and 36” deep
•3 Laptop slots per Desktop slot
Front Storage Design:
• Serviced Product Storage
• Room for 28 Laptops or 10
Desktops
Storage Capacity:
2-Deep Desktop Storage
3-Deep Laptop Storage
Room for 35 Desktops and 50
Laptops
Total Footprint: 127 ft2
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Our Recommendation
Justification:
- Ample Storage
- Very Close to Target Footprint
- Visually Appealing
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Recommended Design
Storage Capacity:
Footprint Size:
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Concluding
Primary Task:
Service and Storage Design
Secondary Task:
Intake Process Improvement
Staffing Model