Boeing Facilities Service Requests

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Boeing Facilities is responsible for responding to Service Requests across all Boeing sites, ranging from production critical equipment repairs to routine custodial requests. Requests are received through the front-end Service Request form, then must be routed to the correct team's back-end Work Order queue to assign the work. Any mistakes made through the form can cause significant delays to the fulfillment of the Service Request. This student team worked to revise the form to reduce the error rate and ensure Service Requests are directed to the correct team. To work toward this goal, this student team sought to analyze historical Service Request data, interview key stakeholders, and design an improved front-end Service Request form. The student team worked to perform statistical analysis on the Service Request data set to identify high-error areas and will seek to develop visual tools for tracking and reducing the error rate. Using this analysis, the student team attempted to develop targeted improvements to the Service Request form to reduce errors. Anticipated outcomes this student team worked towards for this project included: - Determine the current error rate for 1 week of data, re-calculate error rate after implementing short term error proofing/improvements - Develop visual tools for data analysis of Service Requests - Analyze current form and suggest short term error-proofing/improvements - Interview stakeholders to determine correct information needed from customers - Provide a re design concept for the Facilities Request Form

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