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Original Date: 10/10/2005
Revision Date: / /
Information : Customer Problem Assessment and Solution Service
Raytheon Integrated Defense Systems has successfully applied process improvement practices to provide effective problem-solving support to key customers after product deployment when a problem crosses multiple organizations at various geographic contractor and government sites. Raytheon applied a proven improvement process to repair cycle time problems and provide value to its customers.
Raytheon Integrated Defense Systems (IDS) was faced with a situation where it had no process in place to solve in- service support problems where a problem crosses multiple companies, organizations, and geographic sites. When the Aegis program experienced extremely long repair cycle times for failed parts at shipyards, Raytheon was asked to lead the effort to unite the value stream partners in an effort to focus on developing a process to resolve the issue and address key problems of their shared final customer.
To solve this issue Raytheon IDS employed a process improvement expert and used the Raytheon Six Sigma™ (R6σ) process to form an integrated team whose goal was to reduce cycle time for repairs. Raytheon launched the Customer Problem Assessment and Solution Service (CPASS) project by defining the problem statement, the vision of improved state, the known obstacles, the candidates for the integrated team, the output expectations, and a target schedule. A kick-off meeting was held to align customer expectations and to clarify roles. Data was collected and analyzed, and root causes were determined. Actionable prioritized root causes were established based on estimated impact on the problem. An action plan to correct these root causes was developed, tracked, and followed through to completion.
The Aegis repair cycle process problem was resolved in September 2005, resulting in the elimination of 113 days from the repair cycle. The implementation of CPASS has improved relationships with value stream partners, increased value delivery to the customer, and increased customer satisfaction.
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