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

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.

Presentation Outline

• Background• Project Scope• Staffing Model Analysis• Intake Process Optimization• Fixture Design• Storage Design• Candidate Redesign Concepts• Summary of Results

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

Fixture Design

Floorplan

Triage Design

Storage Analysis

Operational

Intake Process Optimization

Staffing Considerations

Project Scope

Staffing Analysis

Staffing Model

Objectives

Provide adequate employees for workload

Minimize Number of Employees

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

Head Count Calculations

9

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

Intake Process Optimization

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

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

Intake Process: Current vs. Proposed

Current Intake:

Customer departs ≈ 11 min

Proposed Intake:

Customer departs ≈ 6 min

Intake Process (Current): Workflow Study

Fixture Design

Fixture Subcomponents

Floor plan

Storage for PCs and Equipment

Triage (Intake Counter)

Repair Room

Objectives:

Maximize storage space

Minimize footprint size

Fixture Design

• 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

• 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

Objectives

Minimize Space Consumed

Maximize Storage Space

Provide Adequate Security

Storage Design

• Size of Systems• Laptop:• Desktop:

• Purchase of Service: 7/week purchases or service

Assumptions

Storage Design

Constraints

Meet ADA Requirements

Provide Adequate Storage

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

Original Equipment Allocation

Proposed Equipment Allocation

Candidate Redesign Concepts

Quoted Design

Quoted Design (cont.)

Quoted Design (Cont.)

Quoted Prices

Midwest

$12,948.32

e-gRetail

$19,683

mCoy Group

$9,700

DCI Marketing

Meet ADA Requirements

Meet target footprint of 125 ft2

Provide adequate storage for 35 Laptops and 35 Desktops

Requirements and Constraints

Quoted Designs

Alternative Designs

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

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

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

Our Recommendation

Justification:

- Ample Storage

- Very Close to Target Footprint

- Visually Appealing

Recommended Design

Storage Capacity:

Footprint Size:

Concluding

Primary Task:

Service and Storage Design

Secondary Task:

Intake Process Improvement

Staffing Model