7 Key Elements For Operation Quality Improvement

 

7 Key Elements for Operation Quality Improvement TC Shea Quality & Security Management Director, Director, Global Managed Services

 

Content • Quality Challenges

• The 7 Key Elements • The Results

2  

Quality Challenges (1/3)

Increasing Customer Expectations,  Advancing Technologies Technologies

3  

Quality Challenges (2/3) Product Quality vs. Service Quality Production

1

2

3

Quality Control

2

1

Manufacturing environment 3

Production

Improvement

1

1

1

Quality Control

1

1

VS

Service environment Service Delivery

1

2

3

Service delivery is a continuous process, it cannot be stopped.

1

4  

Quality Challenges (3/3) Increasing Cyber Security Awareness in Europe

Competitor’s information

Block the malicious intrusion

X s

Personal information

Sensitive information & Personal information

X

5  

The 7 Key Elements • Management commitment • Process • Tools • Competence • Document and knowledge management • Continuous improvement • Cyber Security

6  

1: Management commitment

Leadership

Openness

 





Engagement

Challenging quality targets Share customer’s vision and share our practices Independent and dedicated peers as quality facilitators Continuous management review

Dedication

Quality is not free, but it is worth to invest.

7  

2: Process (1/2)  – MSUP Framework ISO27001, Information Security

Global service operation

Management Standards By ISO

standards By TM Forum

eTOM

IT Service by Management standards ITSM Forum Telecom Industry QMS By QuEST Forum

Capability Maturity Model Integration, By SEI

MSUP

IT Service Management Standards by ISO

8  

2: Process (2/2)  – Customization

Tools

MSUP

mapping

Framework







MSUP Process Framework based on renowned international standards Customize processes according to specific business requirements  Align tools with standards and customized processes

Customization

Process is the cause, Quality is the result.

9  

3: Tools (1/2)  – Service Desk Management (SDM Backbone of operations for process standardization

Improved operation due to automation and centralization

Effective and fast business transformation

10  

3: Tools (2/2)  – Operation Intelligence (OI) • Monthly KPI Dashboard • Weekly KPI Dashboard • Daily KPI Dashboard

Measure Benchmark  Analyze Improve

• Global Benchmarking • Class Benchmarking • Region Benchmarking

• Incident Management • Change Management • Performance Management • Corrective/Preventive/Planned Maintenance • Site acceptance

• NOC Improvement cases • FM Improvement cases

Big data to support quality improvement.

11  

4: Competence Certification & Qualification

Real Experts



Strong resource pool



Multivendor knowledge



iLearning



Multivendor Capabilities

Learning environment and Knowledge Management Competence qualification and requalification

Competent environment leads to business excellence.

12  

5: Document & Knowledge Management

 ARIS Flowchart 

SOP  Abstract Documents

Process Documentation 

Knowledge Sharing

iCase

Team Space PDMC

Sharing is caring.



Technical Documentation



Document Management System

13  

6: Continuous Improvement (1/5) Quality  Assurance

Qualitative

Quarterly

KCP

Quantitative

Half-Yearly

Internal Audit

Monthly KPI Measurements

MAI

14  

6: Continuous Improvement (2/5)  – KCP Key Control Points Example: Incident Management E2E process KCP1

Create Trouble Ticket

KCP3

KCP2

Localize Fault

Correct & Resolve

Close Trouble

Trouble

KCP1

• Sufficient and appropriate information has been recorded

KCP2 • Service is restored before the ticket is closed KCP3

• Problem Management process is triggered

Report Trouble

15  

6: Continuous Improvement (3/5)  – MAI Define

Measure

Measure

Analyze

Improve

 Analyze

MAI MAI is a reference

Improve

model of Six Sigma in Huawei telecom managed services.

Control

16  

6: Continuous Improvement (4/5)

140

Process KPI’s

MAI

Departments audited, twice/year

20

30 KCP

8 QCC

Check Points

Teams

100+ Improvement Initiatives per year

17  

6: Continuous Improvement I mprovement  – Showcase (5/5) Pareto Root Cause Analyze 6 5 4 3 2 1 0 Lack of awareness to TT restoration Time

Findings Description

Some tickets have been filled in with the restoration time equal to closure time.

Lack of "track an and manage"

Spare pa parts no not av available

Improvement AP’s

Root cause

Lack of awareness to TT restoration time

Take actions!

Weather  

•

To establish and re-train a rule rule for filling in the restoration time

18  

7: Cyber Security Network and endpoint separation

Network protection with firewall and IPS

Endpoint protection with SEP and TSM

Compliance –

Business

Transaction

SIEM audits and internal

continuity management

monitoring by Citrix and DLP

Your operations are safe.

19  

The Results IRR

MTRS Non-Critical

99

700

98

98

97

98

630

600

97

96

630 -> 170

500

95

432

400

94 93

300

93

92

93% -> 98%

91

250

200

90

170

100 Q1

Q2

Q3

Q4 0

Value

Target

Q1

Q2

Q3

Q4

OFR

OTD 120 99 98

98

100

100

100

100

98 97

97

80

97

77

77% -> 100%

97

95% -> 98%

96

60

96

40

95

95 20

95 94 94

0 Q1

Q2

Q3

Q4

Q1

Q2

Q3 Value

Target

Q4

Value

Target

20  

Conclusions on the 7 Key Elements Management Commitment

Quality is not free, but it is worth to invest in it.

Process

Process is the cause, Quality is the result.

Tools

Big data to support quality improvement.

Competence

Competent environment leads to business excellence.

Document and knowledge management

Sharing is caring.

Continuous Improvement

Take actions!

Cyber Security

Your operations are safe.

21  

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