time is money project - web site improvement - 10.18. 2002 s. murata

Time is Money Project- Web Site Improvement -

10.18. 2002 S. Murata10.18. 2002 S. Murata

FY02 Customer Diagram of Intra Direct Project

<2> Items you provide to <1> as outputs

<1> Recipients of your outputs (endusers, suppliers, superiors, subsequent processes, etc.)

Company/Plant

Name

Department/Title

Mobile NetworkCompany

MNC経営企画部門イントラダイレクト事業室　　　室長

安部　秀

President of each NCPresident of each company

Affiliated companies(EMCS, Semiconductor Kyushu, etc.)

Achieve sales & profit increases in the in-house Web business and inventory control by attaining the intra direct sales target, and plan business models by promoting PC standardization in the Sony bloc

Improve work efficiency through PC standardization and reduce the D cost by establishing a standardized purchasing method through the use of the intra direct platform

Reform the supply & demand chain system with the focus on the promotion of the e work style within the Sony bloc, promote the proposed e office initiatives, and attain the sales targets

Internal usersReduce man-hours through Web-based Sony product purchase methodPlan business models that reflect internal users' needs

MNC経営企画部門　三好部門長MNC　 EMK&S部門　鈴木部門長

Business planning divisions, IS divisions (NACS), etc.

Promote the centralization of business functions and operation standardization by transferring the intra direct platform to other categories of work

2. Commitment toYour Process 1. Customer and VOC

Customer

- Customer's Voice (Expressed Routinely)

Commitment (in plain language understandable to the customer)

FY02 Define Diagram of Intra Direct Project

Position:

Name:

- Basic Requirements (As Reasonable Demands…)

- Attractive Requirements (May Actually Translate Into…)

VOC

社内ユーザー、三好部門長、鈴木部門長、各ﾌﾟﾚｼﾞﾃﾞﾝﾄ ,ソニー関連会社（ＥＭＣＳ、セミコン九州ほか）、各経営企画部門、ＩＳ部門ほかイントラダイレクト事業室安部　秀

- Promote the work style within the Sony bloc and enlighten employees by presenting e office proposals.

- Collaborate with EMCS to transfer the ship-slip-less system to other categories and reduce the D cost.

- Promote and implement PC standardization in the Sony bloc by working with NACS.- Offer e business courses for human resource development and training.

- Intra direct deployment from a global perspective (US, Europe, general regions)- Platform - e office proposals- Marketing function trial at EMCS

Boost collaboration with otherdepartments and promote projects with the focus on meeting the sales target so as to achieve operation reform and e work style promotion and implement the goals.

Sales target (FY02) 3.6 billion yen

Inventory target60 million yen (3 days)

Address new challenges with the focus on the promotion of the e work style through intra net sale, promote the S&DCM reform in the Sony bloc, and boost profitability on a company-wide basis by adopting an internal-only model implemented through PC standardization.

- Serve as a guinea pig for the new marketing methodology through Web-basedintra-company direct sale.

- Be responsible for the sales target and promote the elimination of conventionalinventory.

CTQ <What/When/To What Extent>

CTQ List

CTQ (Primary) CTQ (Secondary)

<1> Sales target

FY02 Intra Direct ProjectBudget 3.6 billion yen

(1) VAIO notebook PC Budget 1.9 billion yen(2) VAIO desktop PC Budget 1.4 billion yen(3) Other category Budget 300 million yen

Promote business function centralization - Promote the transfer of the intra direct platform to other

categories(1H) - CLIE (May) - Display (August) and others* See the roadmap on an attached sheet.

<2> Establish a collaboration system for project promotion

- Business function centralization project- Collaboration with EMCS

Establishment of a platform by the end of FY02

- PC replacement project- Collaboration with NACS, SCK, and EMCSVAIO market share at the end of FY02: XX%

Replace PCs in the Sony bloc <1> Deploy PCs standardized for internal use and establish

a customized service system (1H) - SNC (May and after)

- Sony Semiconductor Kyushu (June and after)- Sony EMCS (July and after)

<2> Business model (S model) (1H) - Desktop (Phase 3: May and after)

- Notebook PC (Phase 1: Start planning) * See the roadmap on an attached sheet.

Dept:Name:

イントラダイレクト事業室安部　秀

Promote e office proposals(1H) UVW caravan (May)* See the roadmap on an attached sheet.

Expand intra-company direct business and net businessWeb site improvement (content improvement, etc.)1st half Reduction in man-hours

Promote business function centralization

Offer e business courses

Reform the internal organization

for intra direct activity

Customer

V O C

Expand intra-company direct business and net

business

Promote the use of internal-only VAIO models (notebook/desktop)

Promote e office proposals 三好 BM 、鈴木部門長Each president

Address new challenges with the focus on the promotion of the e work style through intra net sale, promote the S&DCM reform in the Sony bloc, and boost profitability on a company-wide basis by adopting an internal-only model implemented through PC standardization.

Reorganize operations (LT: 48 H)

Bolster promotion

Boost real & cyber promotion activities

Reenergize intra direct core business

Strengthen intra-company B2B service supportEnhance the internal call center

Establish a kitting service

Strengthen the customer interface front Expand Sony bloc retention business

Strengthen intra-company B2B service support

Promote collaboration with affiliated companies

Collaborate with EMCS Nagoya office

Promote the e career plan

Promote the joint project with the MNC personnel dept.

Promote the scrapping system

Hold workshops attended by experts

Standardize and document operations

Intra PL management

Web improvement (content improvement, etc.)

Promote the next-generation S model plan Boost lease/rental services (collaborate with SFI)

Promote the Sony bloc PC standardization project (* Promote collaboration with NACS)

Promote the UVW caravan Promote employee enlightenment

Boost demo & workshop activities

Strengthen collaboration with related departments

Promote transfer to other categories

Improve the platform

Promote collaboration with EMCS

Promote digitization of bills

Support interEMCS

Support EMCS in utilizing human resources

Promote operation reform by having all employees participate in Six Sigma

Promote concurrent information sharing

Improve operations and infrastructure

Promote the manufacturing/sales-less system

Commitment

Boost collaboration with otherdepartments and promote projects with the focus on meeting the sales target so as to achieve operation reform and e work style promotion and implement the goals.

Sales target (FY02) 3.6 billion yenInventory target 60 million yen (3 days)

Present

Sales (FY01) 3.05 billion yenInventory 56 million yen

(3.5 days)

Promote joint projects

FY02 Business CE Diagram of Intra Direct ProjectDept:Name:

イントラダイレクト事業室安部　秀

Promote standardization of operation processes

Link with Daily Closing

Promote D cost reduction through the ship-slip-less system

Strengthen collaboration with accounting and corporate planning depts.

Develop next-generation leaders

(notebook/desktop) Boost lease/rental services (collaborate with SFI)

Strengthen collaboration with IS

Strengthen collaboration with the general affairs dept.

Collaboration with EMCS

Collaboration with SCK

Promote collaboration with SCK & EMCS

Hold brainstorming to grasp the current problems in improving the Web site (reducing man-hours)

Focus on models you want to sell

Review the FAQ section to reduce inquiries

Make the shipment due date stand out

Make 200,000-yen-or-less models stand out

Offer different top pages for Sony and affiliated

companies

Arrange so that price information is two clicks away from the top page

Make the order status stand out

Reduce the number of pages in the hierarchy

Users want to select a model that matches

their needs

Users want to select a model based on the

price range

Provide clear user classifications on the

top page

Change links so that users will not be

perplexed

Correlation

Cause Cause

[Clarify items to improve and define CTQ] D-PhaseD-Phase

CTQ: Improve ease of use

Break Down CTQ

Man-hours needed for inquiries

Difficult to find the desired information

The page is not easy for users to use.

Create a Web page from the user'spoint of view that allows the users

to quickly reach the information they want.

CTQTime required for purchasing

安部　秀坪井　隆展園田　理江関根　満知子花坂　由紀子原　美智子高山　直美　　

20 minutes on average

Improve the intra homepage

Improvement in ease of use(improving customer satisfaction by 20%)

By October 2002

STEP-2/14

Time is Money

Project Name

PGS Schedule Project Members

Improvement Metrics

Current Values

Target Values

What to achieve:

To what extent:

When to achieve:

Define

Measure

Analyze

Improve

Control

Until September 30, 2002

Until September 30, 2002

Gains+Savings:

Investment

PGS

-)

GB ： PL 村田　里未

STEP-2/14 STEP-3/14

STEP-5/14

STEP-5/14

STEP-5/14STEP-5/14STEP-5/14

Dept:CH Name:

Date: July, 2002BB Name:

Project Purchase Order Sheet (PPO)Project Purchase Order Sheet (PPO)

MNC 経営企画部門　イントラダイレクト事業室三好　林太郎

安部　秀

阿部　優美子坂田　淳日下部　智恵子兜森　真樹大野　ゆかり山口　由果斎藤　祐子

Until June 30, 2002

Until June 30, 2002

Until July 31, 2002

CH Approval Date: Oct. 18, 2002 (completion date)

CH Signature 三好　安部* Time spent on viewing the Web page: Average of 7000 views per month x 10 minutes= Reduction of 1,166 hours of loss (man-hours = 70 million per year)

* Time spent on viewing the Web page: Average of 7500 views per month x 25 minutes= Reduction of 3,125 hours of loss (man-hours = 18 million per year)* Improvement in VAIO page hierarchy: Eliminate 4 pages= Reduction of 120 pages (man-hours = 20 million per year)

TTL 200 million yen

Reduce the time by 10 minutes.

417433453498 2913 28933264 29263197

238140764286

7503

49535879 5444

6699

101971081610930104679332

7834

11146115691119612882

11245119881134912342

13171

15971

010002000

3000400050006000

70008000

020004000600080001000012000140001600018000

Intra Users' Actual ConditionD-PhaseD-Phase

Number of visitors

Number of orders received

Grasp the Target VOC's Actual Condition

July 2002 Number of orders received increased 2.3 times to 6,699.Number of visitors increased 1.5 times to 15,971.

(as compared to previous year)

Create a QFD Chart for the Intra Web Site

<Key items for the intra Web site>

Select key items to meet the user needs

D-PhaseD-Phase

Weight

Use

r cla

ssific

atio

n

Des

ign

Due

dat

e pa

ge c

onfig

urat

ion

Pric

e pa

ge c

onfig

urat

ion

Ease

of f

indi

ng d

esire

din

form

atio

n

Pres

enta

tion

of fi

nish

ed m

odel

s

200,

000-

yen-

or-le

ss m

odel

s

Link

with

bac

k of

fice

S m

odel

info

rmat

ion

Link

to th

e or

der p

age

Serie

s se

lect

ion

Ship

ping

inqu

iries

Prod

uct i

nfor

mat

ion

Rec

omm

ende

d pa

ges

Sugg

este

d so

lutio

ns

9 1 9 9 9 3 3 1 3 9 3 3 3 1 1

45 5 45 45 45 15 15 5 15 45 15 15 15 5 5

1 9 3 3 3 1 1 3 9 9 9 1 9 9 9

2 18 6 6 6 2 2 6 18 18 18 2 18 18 18

3 9 1 1 1 1 1 3 9 1 9 1 9 9 9

9 27 3 3 3 3 3 9 27 3 27 3 27 27 27

9 3 9 9 9 9 9 1 9 9 9 9 3 3 3

45 15 45 45 45 45 45 5 45 45 45 45 15 15 15

1 3 1 3 3 9 3 9 1 3 3 9 1 1 1

1 3 1 3 3 9 3 9 1 3 3 9 1 1 1

102 68 100 102 102 74 68 34 106 114 108 74 76 66 66

Ordering Contents

Total

1

Top page Due date/price information

5

2

3

5

Improve the internalshipping system

Systemimprovement

Internaldemand

Ease of use

Helps reduce userman-hours

Helps boost intra sales

Contributes to thebusiness of MNC and

other departments

Improve the Web page

M-PhaseM-PhaseConduct a survey on the key items

CTQ: Improve ease of use

Check on the ease of finding desired information

Method: Prepare two types of questionnaire.Purpose: Grasp the current values and identify the points to improve.

Ask users to grade their satisfaction in terms of the key items on a 5-point scale.Prepare a comment column for user feedback.Period: August 7 to 23Number of users who accessed: 236

Identification of the points to improve <1>

[Questionnaire]

[Questionnaire]

Select 20 users and measure the time it takes for each user to complete the purchase.

Identification of the points to improve <2>

Customer satisfaction survey

Reconfirm the VOC for the Selected Key Items

Grasp the VOC through user questionnaires

Entire homepage

Contents

S model information

Ease of search from top page

Shipping window

Desired product's price

Order

Due date page configuration

Top page configuration

0 1 2 3 4 5Point

200,000-yen-or-less models

M-PhaseM-Phase

Easy to understand

Difficult to understand

Target

Comments calling for improvement- The top page is promiscuously designed.- Information on the S model is difficult to understand.- Too many pages before we get to the price

information.- It takes time to find the information we want to know.- Finished products should be excluded.- Want to see a product description and its price and

due date on the same one screen.

-8

2

12

22

32

42

52

62

TOP改善ナビ改善 Sモデルページ価格その他-8

2

12

22

32

42

52

62

Top Due date S model Price Others

Conducted in July 2002

Increase of 20%

Prioritize pages to be improved

Prioritizing Improvement Points Based on the VOC

Voices of Customers Voices of Customers

- The site would serve us better if it is easier to get to the essential information.

- I have found the site easy to use as a whole but had a little trouble finding out about the S model.I would appreciate it if you improve this aspect of the site.

- I would like to see the site offering more detailed information on specs.

- I hate to do nitpicking, but the buttons on the black background on top of the page are hard to see.

- Why don't you change the layout of the HP to make it a little easier to view? It's promiscuous and heavy to download.

- It seems that there are too many pages to go through to get to the information we want to know.The top page is poorly laid out and should be redesigned to make it look neater.

- Somehow, I find the HP not easy to use. The site would be more useful if the page presenting products also contains their prices.I suggest that users be classified into Sony employees and affiliate company workers before they enter the top page.

- It would be more convenient if there were original or customized products like SonyStyle.Dealing with other companies' products as well might make the HP more useful.

- Most of the PCs used in the company, especially desktops, are from other manufacturers.I want to see a lineup featuring new models that are suited to our business needs.

- I would like to see the HP deal with new products in the same way that they are sold on the market. It would be great if it is possible to ship not only VAIO computers but also other Sony products through the intra direct system.

Order screen

START

Lineup in Left Section

Measure the processes done prior to purchase (VAIO)

Check Immediate Delivery

XP Home Notice

DESK TOP

LX32K

Products in Top Section

JX10K PAW

VAIO desktop purchase (time: 20 min)

Order screen

START


NOTE

C1 Page

About Order Placement

Order

Select Series

C1 Page

VAIO notebook purchase (time: 25 min)

Return

Return

Not sure

Return

Not sure

Not sure

Order screen

START

Order

Order States

Order by Individual User

Simple VAIO

Product Information

NOTE

Order

VAIO notebook purchase (time: 23 min)

Return

Not sure

Estimate

Not sure

M-PhaseM-PhaseIdentify Target Processes Using the PF Diagram

Order screen

START

Top Image

Measure the processes done prior to purchase (other than VAIO)

Select from Lineup

Specs

To Top in Bottom Section

Order


Not Sure Which Series to Select

DSC purchase (time: 10 min)

Order screen

START


DSC

Immediately Delivered Model

P5 Order Placement

Estimate

Order

DSC purchase (time: 13 min)

Return

DSC

M-PhaseM-PhaseIdentify Target Processes Using the PF Diagram

VAIO Other than VAIO* The purchase time varies, with

the longest time being 50 minutes.

* Variance of up to 13 minutes

Summarize information on the time currently required for purchasing

Eliminate variance in the purchase time and reduce the average time by 10 minutes

M-PhaseM-Phase

<For 20 selected sample users>

0

2

4

6

8

10

12

1-5 6-10 11-15 16-20 21-25

By reducing the average time by 10 minutes:* Time spent on viewing the Web page: Average of 7000 views per month x 10 minutes = Reduction of 1,166 hours of loss (1166 hours x 5000 yen x 12 months = 70 million yen)

(minutes)

(Number of users)

Set Metrics and Targets

02468

1-5 6-10 11-15 16-20 21-25(minutes)

(Number of users)

M-PhaseM-PhaseDifference between VAIO and products other than VAIO

<Page hierarchy from the top page to specs page>

VAIO Other categories

7 pages

The number of pages for products other than VAIO should be made the standard.

Reduce not only the purchasing time but also the man-hours for page creation.Reduction of 4 pages x 3 man-days x 120 models per year (30 models per quarter) + = About 20 million yen

3 pages

Grasp the Cause of Variance

Define metrics based on results of user questionnaires

Create Web pages from the user's point of view.

M-PhaseM-Phase

Improve ease of use

CTQ

Purchase time (H)

Metrics

(Improve customer satisfaction by 20%)

Man-hours involved in inquiries (H)

Man-hours resulting from ordering mistakes (H)

Phase 2: Boost sales

Man-hours required for creating Web pages (H)

[Current Value] 6 mistakes during 2 months for the S model (40 H)[Target Value] 0 mistakes for the S model (0 H)

[Current Value] Ave. 20 inquiries/month (20 H)[Target Value] Ave. 10 inquiries/month (10 H)

[Current Value] 10 pages (20 H)[Target Value] 6 pages (12 H)

[Current Value] Variance of up to 30 minutes

Establish a Project at the Process Level

[Target Value] Variance of up to 20 minutes

A-PhaseA-PhaseCauses of long purchase time

Not sure

Number of vertical and horizontal pixels

Search function

Level of understanding

Not sure

Presentation

Category nameCannot find necessary information

Return

Display of finished models

Deep hierarchy

Sony Corp. /affiliate companies

Problem with the system

Variance in purchase time



Navigation to price

information

S model page configuration

Series name

Not sure

Return

Not sure Return

Series nameMistake the S model for the PAW terminal or vice versa

-8

2

12

22

32

42

52

62

TOP改善ナビ改善 Sモデルページ価格その他-8

2

12

22

32

42

52

62

Top Due date S model Price Others improve- improve- ment ment

List Causes (Trivial Many) of Variance of the Metric (Y) for Analysis

A-PhaseA-PhaseCauses of long purchase time

Not sure

Number of vertical and horizontal pixels

Search function

Level of understanding

Not sure

Presentation

Category nameCannot find necessary information

Return

Display of finished models

Deep order step hierarchy

Sony Corp./affiliate companies

Problem with the system

Variance in purchase time



Navigation to price

information

S model page configuration

Series name

Not sure

Return

Not sure Return

Series nameMistake the S model for the PAW terminal or vice versa

NC :Controllable

:Not Controllable

C

N

CN

CC

C

C

N

N

CCC C

CC

N

NC

X X

X

X X

X

N

X X

X

Identify Vital Few FactorsThat Change the Metric Significantly

Identify the Vital Few (X) Factors That Have Critical Impact on the Metric (Y)

A-PhaseA-Phase

Target: Reduce by 10 minutes on average

Time spent on purchasing (H)

Homepage Creation Process

Order steps

Not sure/return

X

X

X

X Deep hierarchy

Cannot findnecessary information

IPO Diagram

Man-hours resulting from order mistakesTarget: 0 hours

Man-hours involved in handling inquiriesTarget: Reduce by half to 10 hours

Man-hours for Web page creation

Target: Reduce by 4 pages to 12 hours

Sort Out the Relationship between Vital Few (X) Factors and Metrics (Y) Using the IPO Diagram

A-PhaseA-Phase

Product orProcess Failure Mode Failure

Effects

Seve

rity

S

Causes

Freq

uenc

y of

Occ

urre

nce

P

ImprovementPlans

Deg

ree

ofD

etec

tion

D

Ris

k Pr

iori

ty R

Key ItemsRequiring

ActionCorrective Action

PS

PP

PD

prpn

4 Order steps

Don'tunderstand

how to enterthe page

Takes time 3 System'slimitation 5

<1> Web siteimprovement<2> Systemimprovement

5 75Consider

solutions usingnavigation

Ask SISS to makean estimate andchange the Web

site configuration

3 2 5 30

1 Notsure/return

Cannot findthe entry to the

page

Jump to thewrong page 5 Users are not

classified 5

Top pageconfiguration

and designimprovement

1 25Provide clear

userclassifications

Configurationplan: 村田、日下

部、花坂To be created by:

　　花坂 (August)

2 2 2 8

2Cannot find

necessaryinformation

End up seeingthe wrong

model

Purchase thewrong model 5 Items are not

sorted out 1S model pageconfigurationimprovement

1 5

Provideseparate pagesfor the S model

and the PAWterminal

SISS contentcheckSpec page: 日下　部 Support page:

花坂

1 1 2 2

3 Deephierarchy

Get lost duringthe process Takes time 5 There are too

many pages 5

Change theconfiguration

so that duedates and

products arepresented on a

single page

1 25Reduce thenumber of

pages

Configurationplan: 村田、日下

部、花坂To be created by:

　　日下部 (August)

2 2 2 8

Improvement in customer satisfaction

　Ｓ；障害の重大１＝非常に低い　３＝重大　　５＝壊滅的　Ｐ；発生頻度　 1＝極度に低い　３＝中程度　５＝極度に高い

　　　Ｄ；検出度　　　　　　　　１＝暫定対策有り５＝対応不可　Ｒ；リスク予測　Ｒ＝Ｓ＊Ｐ＊Ｄ

R１０以上はチームで検討する。１００＝極めて限界に近いリスク

No.

Phase 2System

improvement Phase 1Web site

improvement

Prioritize Improvement Themes Through FMEA

7/10 UPUP!

I-PhaseI-PhaseSummary of Improvements

July 02 Aug. Sept. Oct.


Order step improvement

Configuration plan: 村田、日下部、花坂Design: 花坂

Estimate: SISS

Planning/design Site map/operation rules Creation/refinement Page release

Sort out necessary itemsDesign and refine on the

configuration

Verify the proposed solution

Request SISS to make an estimate

Implement proposed solution on the Web

Key issue: Ensure users can access order and price pages in the shortest steps

7/10 UP

UP!

Due date/product page configuration Configuration plan: 村田、日下部、花坂Design: 日下部

Hierarchy improvement plan

Design and refine on the configuration

Creation

Key issue: Provide the same hierarchy for VAIO and other than VAIO to reduce the need for users to scroll

7/10 UPUP!

S model/PAW terminal page configuration

Configuration plan: 村田、日下部、花坂Spec: 日下部　 Support: 花坂

Spec improvement

Support improvement

Consult with SISS to check and refine on content

30/7 UPUP!

Activity Schedule

Key issue: User classification (purchase or product information/Sony Corp. or affiliated company)

Key issue: Clarification of differences between S model and PAW terminal/user classification (S model or PAW terminal)

I-PhaseI-Phase

Renewal Top page

Easy to chooseEasy to use

Easy to understand

Top Page

New Top PageNew Top Page

The renewed designThe renewed designimproves usability.improves usability.

I-PhaseI-PhaseDue Date & Products Page

New Products PageNew Products Page

- Easy navigation- Navigated from the top

page.- Displays images by

category.- Easily navigates users

to the order screen.

- Easy search

- Immediately delivered models- 200,000-yen-or-less models- XP Pro models- Previous models

Old Process

Change the navigation process so that users can view pages for all steps, from logon to order, through one consistent procedure.

The old process requires users to repeat the logon and series selection steps every time they access the order, price info, or estimate page, resulting in superfluous man-hours being involved.

The improved process offers separate entries for Sony Corp. employees and affiliated company workers; the user needs to go through the logon and series selection steps only once.

The new approach is certain to improve the user navigation process.

Improve Order Steps I-PhaseI-Phase

Series Selection

Series Selection

Series Selection

Series Selection

Series Selection

Series Selection

Logon Logon Logon Logon Logon Logon

Product Details Due Date Top Page

Improved Process

Series Selection Series Selection

Order Order

Price Price

One consistent procedure embraces all steps from Logon by Sony Corp. to

Order

One consistent procedure embraces all steps from

Logon by AffiliatedCompany to Order.

Abo

lish

thes

e st

eps

Product Info Top Page for Ordering

Sony Corp. Affiliated Company

Logon by Sony Corp.

Logon by Affiliated Company

Order bySony Corp.

Order by Affiliated Company

Price Info for

Sony Corp.

Price Info for Affiliated

Company

Estimate for Sony

Corp.

Estimate for Affiliated Company

I-PhaseI-PhaseS Model/PAW Terminal Page Configuration

S Model Top Page

S Model/PAW TerminalLineup Page

[Old Process]

S Model/PAW TerminalSupport Page

S Model/PAW TerminalPurchase Page

- Users get confused because information on the S model and PAW terminal is presented on the same pages.

[Improved Process (Image)]

Let users choose the model on the top page

PAW Model S Model Intra Top

Hardware Spec Software Purchase/

estimate SupportHardware

Spec Software Purchase/estimate Support

S モデル⇔ PAWモデルはここからとべるようリンク

- Information on the S model and PAW terminal is presented on separate pages ensuring that users access the right information.

A link is provided here that lets users to jump from the S model page to the PAW model page and vice versa.

The number of wrong purchases The number of wrong purchases has decreased from 6 to 0.has decreased from 6 to 0.

23 17 5

95

3

19

6

12

213

28

4

156

16

35 4

18

313

38

49

2

1696

14 65

84 15

7

20 100

10

20

30

40

50

60

70

80

90

100

02/01 04/01 06/01 08/01 10/01 12/01 02/02 04/02 06/02 08/02 10/02

Inqiuries about Web site input

Inqiuries about Web site content

Number of Inquiries Related to "the Vaio-d" Web Site

11 inquiries as of July 2002

I-PhaseI-Phase

In November, the number of In November, the number of inquiries decreased to 1.inquiries decreased to 1.

I-PhaseI-Phase

Renewed Web Site - Effects of Web Site Improvement -

C-PhaseC-Phase

Vital Few

New Intra Web SiteNew Intra Web Site

- User classification- Improved navigation- Fewer pages- Well organized items

Standardize each Standardize each pagepage

Reduction of 25 minutes!!Reduction of 25 minutes!!(No variation)(No variation)

Measure the time it takes for users to complete a purchase with the renewed Web page!!

5 to 30 minutes

1 to 4 minutes

0

1

2

3

4

5

6

7

8

1 2 3 4 5 6 7

0

5

1 0

1 5

2 0

2 5

3 0

1 2 3 4 5 6 7

(Minutes)

(Minutes)

(Number of users)

(Number of users)

PGS CalculationPGS CalculationC-PhaseC-Phase

Reduction of 25 minutes

Project cost SISS man-hours: Black belt deletion = 290,000 yen

Reduction in the purchase time (effect for all Sony employees)

* Time spent on viewing the Web page: Average of 7500 views per month x 25 minutes

= Reduction of 3,125 hours of loss

(3,125 hours x 5000 yen x 12 months = 187.5 million yen)

Reduction in man-hours required for creating intra Web pages

Reduction of 4 pages * Creation time: Reduction of 4 pages x 3 man-days[120 models per year (30 models per quarter) = 20 million yen]

PGS: 187.5 million yen + 20 million yen – 290,000 yen = 200 million yen

Future Web Site

Usage guide Usage guide Review the contents. Review the contents. Introduction of a search functionIntroduction of a search function

Web site strategies (suggestions about Web site strategies (suggestions about usage) based on sale strategiesusage) based on sale strategies

Enhancement in other categoriesEnhancement in other categories Link with other services (such as Link with other services (such as

ImageStation)ImageStation)

Improve ease of useand boost sales

Create a "value-added"

Web site that ensures "stable

access"

[User side]The site is simpler and requires fewer clicks.Freed from the stress of viewing many windows.200,000-yen-or-less models are easier to find.The support page is more user-friendly, etc.

[Creator side]By reviewing the menus and sorting out the pages, we cando the maintenance of the site more efficiently.The man-hours for page creation has been reduced.Fewer points need to be checked, resulting in fewer mistakes, etc.

- Creating a Web Site for Achieving Targets: Summary -

Address the problems the current system faces, and recognize the purpose of doing so.

What do users expect from the Web site? The Six Sigma tools enable you to narrow down whatyou need to improve and to find out what you have to do to make necessary improvements.

Outputs - Easy-to-use Web site - Collection of VOC - Hints for future "Web site improvement"

CTQ 1 "Improve the Web site" for boosting internal direct business/net business.Define Break down CTQ. "CTQ: Pursue ease of use."Measure Narrow down improvement items from the user's point of view, and form hypotheses based

on VOC requirements and set targets based on actual measurements.Analyze (Vital Few) Identify factors causing variance and solve the root cause.

Improve Reduce the purchase time by 25 minutes, as well as man-hours required for Web page creation.

Control Standardize the Web site work flow.

Take advantage ofSix Sigma methodology.

What has been changed by improvements?

time is money project - web site improvement - 10.18. 2002 s. murata

Documents