Honeywell Turbochargers: voice of customer and heuristic evaluation report & recommendations

Overview

When a turbocharger malfunctions in a customer's vehicle, the reason for the incident could be numerous and the responsible party needs to be identified and process or methods may need to be altered. The entire process is called Field Issue Resolution and it follows the 8 Disciplines method originally created by the Ford Motor Company

I create a report on collaboration between the Dealership that brought the issue up, the Car manufacturer, the manufacturing vendors that supply parts for the turbo and the engineering division at Honeywell in multiple locations globally.


GRD

Goals: 1. Map the gap between ground reality and the actual process being followed in multiple locations. Its pros & cons, and any justifications for alternate processes.

2. Heuristic evaluation of the Application & Workflow with recommendations.

Role: As a Senior UX Designer I structured and executed the research of the project.

Deliverables: Research & Recommendations

Discovery

In this stage, I explored the FIR’s 8D Reporting and Filing process. Mapping down similarities, variations, pain points and business challenges in dealing with customers.

Decipher

I understand and structure the data from the discovery phase. The structured data provides insights and helps validate earlier findings and requirements. Heuristic Evaluation Report

Define

Based on data and insights we can conclude on the design direction and strategy.

Discovery

What is the 8D Process?

The 8D problem solving process is a detailed, team oriented approach to solving critical problems in the production process. The goals of this method are to find the root cause of a problem, develop containment actions to protect customers and take corrective action to prevent similar problems in the future.

The strength of the 8D process lies in its structure, discipline and methodology. 8D uses a composite methodology, utilizing best practices from various existing approaches. It is a problem solving method that drives systemic change, improving an entire process in order to avoid not only the problem at hand but also other issues that may stem from a systemic failure.

D1 Select Team Members, D2 Define the Problem, D3 Immediate Containment Actions, D4 Identify & Verify Root Cause, D5 Verification & Validation of Potential Cause to Identify root cause (5 Whys) & Permanent Corrective Action, D6 Verification of Permanent Corrective Action, D7 Prevent Recurrence, D8 Recognize Team Success & Communicate Results

HE-Product Information & Description

-The SAP tool is currently setup to allow FIR manager fill in the 8D report.

-Most FIR managers and other engineers involved in creating the 8D report have not used this tool

Decipher

FIR Managers use the 8D process globally, though apps, tools and documentation vary

Things to Note:

  • Japan & Korea Currently do not use Bangalore resource for Weibull report generation. (They create their own in Minitab)
  • No one is comfortable using OR have yet to use SAP for the 8D report. (India team have used SAP though are still unfamiliar with it
  • Filing SAP takes much more time than in Powerpoint/Excel
  • SAP System does not have intuitive interactive elements Eg. (Dropdowns, Filtered Catalogues, Search, Conditional Options, etc)
  • SAPGUI Seems to Fails in several ways in a Heuristic Evaluation such as Error Prevention, Flexibility & Efficiency, Consistency & Standards, Aesthetic & Minimalist Design. ( Covered in detail in the Heuristic Evaluation )

FIR Managers use the 8D process globally, though apps, tools and documentation vary

During the review of the SAP tool, 6 critical and 2 major issues were found. Baseline SUS Score 35.8 is not within acceptable range.

Issues

  • Information architecture is not task based
  • Interactive Components are not intuitive and do not follow contemporary standards
  • found in Web Apps / Microsoft Office Apps
  • Pages layouts are not optimized
  • Content is written with technical jargons
  • Steep Learning Curve

Areas of strength

  • The SAP tool can provide suggestions to fill the 8D Report unlike Microsoft Word/Power point.
  • If parts of the reports can be generated by all personas who are involved in the creation of the
  • 8D report across the globe, the data can be used to create insights in real time.

Define

Key Findings

Existing SAP 8D is not easy to use and the System Usability Score is Very Low 35.8 (A good score is above 68). It should include all personas in the application which will result in improved Efficiency & Tracking and Effective Cross team collaboration. Related Tasks of the personas are not consolidated.

Recommendations

Option 1: Modify SAP to include all personas. Though SAP related usability issues will still persist

Option 2: Web solution that connects all personas and their tasks

Option 3: Web solution as above along with On the go native mobile app to assist Field Service Engineers

Re-design in SAP will not solve usability issues. We need a System that scores above 68 in SUS and allows all personas to collaborate