Process Improvement of a Technician Management System

While working at Lumen Technologies, I was tasked with identifying and developing a solution to improve a process within the Technologies Implementation corporate team. Working with team members, I identified a difficulty with accessing accurate information regarding techs and the use of their equipment.

Note: Because the final design package is an internal product containing sensitive information, I could not use actual images of it. I have instead created representations of the functions of the product.

Overview

Problem: The information needed to support techs adequately is difficult to access and understand and is not reliable or accurate, resulting in barriers to optimal productivity.

Considering why these solutions failed, I concluded that for a solution to be useable for techs and managers, it would need to...

• Be personalized for each tech or manager

• Require minimal time to implement

• Be specific about needs

• Intervene only when needed

While techs and managers only wanted the necessary information as efficiently as possible, corporate wanted to get a holistic view from which they could evaluate. I developed a two-part solution using information from the inaccurate database, the Employee Database and daily syncing error emails, both of which are specific and accurate.

In order to create the two-part solution, I first had to create an accurate database to pull information and data from. To do so, I used Power BI to cross-reference three different information sources, resulting in a wholistic and accurate database.

Managers then only contact techs with unsynced devices and work with them individually to reiterate the importance of syncing and how to do so.

Using PowerBI, I built a desktop and mobile-accessible dashboard that was available to all employees. I worked with managers and corporate to determine what would be most useful in a database.

The system automatically imports information from the three sources weekly, keeping the resultant database accurate.

Managers Receive: List of their techs with unsynced devices and associated wholistic device information, directions on how to sync and why it’s important.

Techs Recieve: Specific unsynced device(s) wholistic information, directions on how to sync and why it’s important.

Corporate Receives: List of all unsynced devices and associated wholistic device information, along with a summary of the number of unsynced devices and number of techs with unsynced devices per manager.

Nearing the end of my internship, I was able to begin the verification process. I passed the new system off and gave them a week or so to use it. I then met with them again and asked for their feedback.