Background

 The Spark is in operation since September 2016.

 6 type of lecture rooms.
 latest Clevertouch screens and windows 10 in one device.
 Training provided to academic staff.
 The rooms are not used to its full capability.
 ICT received more than 4 calls a day.
 Requirements
 Analyse the data.
 Reduce the number of calls to ICT Service Desk.
 Improve the potential of the teaching spaces.
 QULITATIVE TOOL
IMPLEMENTATION
 Swim lane analysis
 Pareto
 SIPOC
 Mckinsey 7s
 QFD
 DIMAC
 Swim lane diagram
 Rules of swim lane diagram.

 Where / when /why is swim lane diagram used?

 Advantages of swim lane diagram.

Swim lane diagram
 Pareto chart

 Vilfredo Pareto ( 19th century )

 Known as 80/20 rule
 What is Pareto chart?

 Solving 20% of our problem can be effect 80% of reducing the call
Pareto chart
Why mickency’s 7s?

Assess Monitor Handle internal situations

Applied in team effectiveness

Identifying inconsistency can be easy

Alignment of issues – regardless of the working area

 Why SIPOC?

Identifying
further
Quickly capture procedure
current state made easy Chain of event

Builds Documentation Trigger

momentum using ( matrix, delivery of
around culture flow target
&summarization)
 Why QFD?

Setting the
Converting requirements
right target
qualitative –
values Prioritizing – quantitative specifications
requirements

4
overview

Design

Analysis

Development

Launch
 ┼┼
┼ ┼ ┼ ▬
┼ ▬ ┼ ┼ ┼ ┼ ┼
┼ ┼┼ ┼┼ ┼ ┼┼
Colum n # 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Direction of Im provem ent: Co
Minimize (▼), Maximize (▲), or Target (x)

Quality
Characteristics
(a.k.a. "Functional
Max Relationship Value in Row

Requirements" or
"How s")
Weight / Importance

Quality of the display

Pen doesn’t work
Relative Weight

No good signal

Our Company
Sound Issues

Log in Issues

Competitor 1

Competitor 2

Competitor 3

Competitor 4
Powerpoint
Dem anded Quality

Projector
(a.k.a. "Customer
Requirements" or
"Whats")

3 1.8 1.0 enabling audio and HDMI ▲ ▲ ▲ Ο Ο ▲ ▲ 3

9 12.7 7.0 screen boost ▲ Ο ▲ Θ Ο Ο Ο 5

9 7.3 4.0 Inputs & Outputs ▲ ▲ ▲ ▲ ▲ ▲ Θ 4

3 5.5 3.0 system control ▲ ▲ Ο ▲ ▲ ▲ Ο 3

1 16.4 9.0 new or guest tutor ▲ ▲ ▲ ▲ ▲ ▲ ▲ 5

1 10.9 6.0 Easy usage of applcations ▲ ▲ ▲ ▲ ▲ ▲ ▲ 4

9 14.5 8.0 touch screen callibration ▲ ▲ ▲ ▲ ▲ ▲ Θ 5

9 18.2 10.0 netw ork dow nf all ▲ ▲ ▲ ▲ ▲ ▲ Θ 5

1 9.1 5.0 audio conf iguration ▲ ▲ ▲ ▲ ▲ ▲ ▲ 4

9 3.6 2.0 System f eeds Ο Ο Ο Θ Ο Ο Ο 3

Target or Lim it Value

DMAIC
Define: Process Flow chart

• Process Flowchart is a simple step by

step process of activities carried out
in the process.
 Measure: Process Map
• Process Maps are detailed
flow diagram of the process
using color coded.
• The purpose is to visually
represent the process as it is
in reality.

Objective
• To capture all the
complexity and
improvement
opportunities by
analyzing each step
in detail.
Analyse: Fishbone Diagram

• The fishbone
diagram
identifies many
possible causes
for an effect or
problem.
• Used to structure
a brainstorming
session.
• Sort ideas into
useful
categories.
Improve: Handoff Diagram
Handoff Diagram show the
handoff of information
between people involved in
a process and are a really
useful lean process
improvement tool used to
monitor the movement of
data or information flow
within a predefined part of
an organization or process.
Control: Flow Chart
Key steps:
• Standardize the
solution.
• Document the
solution.
• Implement control.

Objective:
• Prevent the problem
and its root cause to
recurring.
 Recommendations
Efficiency in training – structure a fun
program

Upload used manual guide +

demonstration video

Technician in helpdesk

Class representative training

 References

• Goleansixsigma.com. (2017). DMAIC - The 5

Phases of Lean Six Sigma - GoLeanSixSigma.com.
[online] Available at:
https://goleansixsigma.com/dmaic-five-basic-
phases-of-lean-six-sigma/ [Accessed 7 Apr. 2017].
• Lucidchart. (2017). What is a Swimlane
Diagram. [online] Available at:
https://www.lucidchart.com/pages/swimlane-
diagram [Accessed 17 Apr. 2017].
• McKinsey & Company. (2017). Enduring
Ideas: The 7-S Framework. [online] Available at:
http://www.mckinsey.com/business-
functions/strategy-and-corporate-finance/our-
insights/enduring-ideas-the-7-s-framework [Accessed
15 Apr. 2017].
• Pqsystems.com. (2017). Pareto diagram
(What is it? When is it used?) | Data analysis tools |
Quality Advisor. [online] Available at:
http://www.pqsystems.com/qualityadvisor/DataAnal
ysisTools/pareto_diagram.php [Accessed 12 Apr.
2017].
• Six Sigma Online Training Certification
Information. (2017). The SIPOC Diagram. [online]
Available at: http://www.sixsigmaonline.org/six-
sigma-training-certification-information/the-sipoc-
diagram/ [Accessed 8 Apr. 2017].