MIDAS Help Desk Process Create a current value stream map for IT Help Desk including processing cycle time, lead time, queue size, wait time, non-value-added time and total value added time. Calculate the takt time for each process where appropriate. MIDAS has an IT Help Desk that resolves software issues faced by the company associates. The Help Desk process is under review amid concerns of long time periods for problem resolutions and productivity loss. MIDAS has adopted lean as its continuous improvement methodology. Senior management has asked your team to evaluate the current state of the Help Desk process, define key metrics and propose measures to improve these metrics. Help Desk Data Your team has traced the requesting coming in and out of the Help Desk for three weeks and have gathered the following data: The hotline desk is open for 8 hours per day, 5 days a week. Each day approximately 100 help desk requests are made, 60% through phone and the remaining through email. The maximum number of daily requests made over the span of three weeks was 110. About 35% of requests need clarifications and are sent back by email to the customer. The request re-enters the queue once the acceptable data has been reviewed and received. The re-entered requests are part of the 100 requests made daily. This assessment takes 2 minutes per request and is done by a staff member. Each morning there are between 35 and 45 help requests in the queue waiting to be assessed. Assessment performed on a first-in/first-out basis. After the assessment, the Help Desk manager assigns a staff member each day to staff the incoming help desk and organize incoming requests (phone and email) into a support database. The work involves assigning a ticket number to each request and entering details into a standard problem report. The cycle time for this activity is 10 minutes per request. . The problem reports are reviewed by the Help Desk manager twice each day and they are given a severity rating between low, medium, and high. It takes 3 minutes per request for the manager to review and assign to the following categories: About 92% assigned to the appropriate help desk based on skill and availability. 4 staff members each typically have 10 problems assigned to them and waiting in their queue. About 8% are escalated to IT troubleshooting who has a cycle time of 73 minutes. Their work is equivalent to one full time staff member. Once an issue is assigned by the manager to the Help Desk associate, it can take anywhere from 5 to 30 minutes of effort to resolve the issue. The average time is 25 minutes. Once the issue is resolved successfully, the ticket is closed and both the hotline manager and customer get an automatic notification. MIDAS Help Desk Process Create a current value stream map for IT Help Desk including processing cycle time, lead time, queue size, wait time, non-value-added time and total value added time. Calculate the takt time for each process where appropriate. MIDAS has an IT Help Desk that resolves software issues faced by the company associates. The Help Desk process is under review amid concerns of long time periods for problem resolutions and productivity loss. MIDAS has adopted lean as its continuous improvement methodology. Senior management has asked your team to evaluate the current state of the Help Desk process, define key metrics and propose measures to improve these metrics. Help Desk Data Your team has traced the requesting coming in and out of the Help Desk for three weeks and have gathered the following data: The hotline desk is open for 8 hours per day, 5 days a week. Each day approximately 100 help desk requests are made, 60% through phone and the remaining through email. The maximum number of daily requests made over the span of three weeks was 110. About 35% of requests need clarifications and are sent back by email to the customer. The request re-enters the queue once the acceptable data has been reviewed and received. The re-entered requests are part of the 100 requests made daily. This assessment takes 2 minutes per request and is done by a staff member. Each morning there are between 35 and 45 help requests in the queue waiting to be assessed. Assessment performed on a first-in/first-out basis. After the assessment, the Help Desk manager assigns a staff member each day to staff the incoming help desk and organize incoming requests (phone and email) into a support database. The work involves assigning a ticket number to each request and entering details into a standard problem report. The cycle time for this activity is 10 minutes per request. . The problem reports are reviewed by the Help Desk manager twice each day and they are given a severity rating between low, medium, and high. It takes 3 minutes per request for the manager to review and assign to the following categories: About 92% assigned to the appropriate help desk based on skill and availability. 4 staff members each typically have 10 problems assigned to them and waiting in their queue. About 8% are escalated to IT troubleshooting who has a cycle time of 73 minutes. Their work is equivalent to one full time staff member. Once an issue is assigned by the manager to the Help Desk associate, it can take anywhere from 5 to 30 minutes of effort to resolve the issue. The average time is 25 minutes. Once the issue is resolved successfully, the ticket is closed and both the hotline manager and customer get an automatic notification