Data-Driven Improvement of Samsung Maintenance Operations
The Maintenance project has been the core of daily operations for the three Samsung divisions (Mobile, Audio Video, Home Appliances). In my role, as Project Coordinator at Cheil Italy, I supervised over 2800 technical tickets related to the maintenance of in-store corners, with a particular focus on mobile.
From data analysis to organizing technical teams, as well as reporting and managing emergencies and VIP Visits: continuous improvement and a strong focus on service quality.
- Coordination of technical teams nationwide
- Management of intervention tickets: intake, assignment, resolution, and reporting
- Handling of emergencies and VIP Visits with real-time client updates
- Production of materials for special events or campaigns: direct interface with suppliers, briefing, and fast delivery
- Entry and monitoring of quotes in the portal: managing financial flow for PO approval by the account team
- Periodic ticket status analysis: generating reports by category, closure times, and operational performance
This project had a strong operational component based on the data analysis collected in-store. Below is an example of the analyses I conducted.
Data-driven Maintenance Optimization
Starting from a sample of 2,383 tickets opened across 250 retail locations (Chart 1), I identified a significant issue in the categorization of requests, particularly under the category “Structure.”
Since Cheil was responsible for the quality and production of the structures, the high number of reports in this category required a thorough analysis. A detailed examination of the tickets revealed that over 200 had been mistakenly assigned to “Structure” by the Samsung in-store representatives responsible for opening tickets.
After reclassification (Chart 2), the “Structure” category dropped from 310 to 89 tickets, a 71% reduction (Chart 3). This analysis revealed a misclassification error, ultimately preventing unnecessary interventions and resulting in a 12% budget saving.
