7 Key Elements for Operation Quality Improvement

7 Key Elements for

Operation Quality

Improvement

TC Shea

Quality & Security Management Director,

Global Managed Services

2

Content

• Quality Challenges

• The 7 Key Elements

• The Results

3

Quality Challenges (1/3)

Increasing Customer Expectations,

Advancing Technologies

4

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

VS

1

ProductionQuality

Control1 2 3 2 3

Quality

Control1 1 1Improvement Production 1 1 1

Service Delivery1 2 3

Manufacturing

environment

Service

environmentService delivery is a

continuous process, it

cannot be stopped.

5

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

XSensitive information

& Personal information

Personal

information

Competitor’s

information

Block the

malicious

intrusion

s

X

6

The 7 Key Elements

• Management commitment

• Process

• Tools

• Competence

• Document and knowledge

management

• Continuous improvement

• Cyber Security

7

1: Management commitment

Challenging quality targets

Share customer’s vision and

share our practices

Independent and dedicated

peers as quality facilitators Continuous management review

Leadership Openness

Engagement Dedication

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

8

2: Process (1/2) – MSUP FrameworkISO27001, Information Security

Management Standards By ISO

Telecom Industry QMS By QuEST

Forum

Capability Maturity Model

Integration, By SEI

Global service operation

standards By TM Forum

IT Service Management

Standards by ISO

IT Service Management

standards by ITSM Forum

MSUP

eTOM

9

2: Process (2/2) – Customization

MSUP Process Framework based

on renowned international standards

Customize processes according to

specific business requirements

Align tools with standards and

customized processes

MSUP Framework

Customization

Tools mapping

Process is the cause, Quality is the result.

10

3: Tools (1/2) – Service Desk Management (SDM)

Backbone of operations for

process standardization

Effective and fast business transformation

Improved operation due to automation

and centralization

11

3: Tools (2/2) – Operation Intelligence (OI)

Measure

Benchmark

Analyze

Improve

• Monthly KPI Dashboard

• Weekly KPI Dashboard

• Daily KPI Dashboard

• 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.

12

4: Competence

Strong resource pool

Multivendor knowledge

Learning environment and

Knowledge Management

Competence qualification and

requalificationMultivendor Capabilities

iLearning

Certification &

Qualification

Competent environment leads to business excellence.

Real Experts

13

Process Documentation

Knowledge Sharing

ARIS Flowchart

SOP Abstract

Documents

iCaseTeam Space PDMC

Sharing is caring.

Technical Documentation

Document Management System

5: Document & Knowledge Management

14

Quality Assurance

Qualitative

Quarterly

KCP

Half-Yearly

Internal Audit

Quantitative

Monthly KPI Measurements

MAI

6: Continuous Improvement (1/5)

15

6: Continuous Improvement (2/5) – KCP

Create Trouble Ticket

Localize FaultCorrect & Resolve Trouble

Close TroubleReport Trouble

Example: Incident Management E2E process

KCP1• Sufficient and appropriate information has been recorded

KCP2• Service is restored before the ticket is closed

KCP3• Problem Management process is triggered

Key Control Points

KCP1 KCP2 KCP3

16

6: Continuous Improvement (3/5) – MAI

Analyze

Improve

Measure

Define Measure Analyze Improve Control

MAI is a reference

model of Six Sigma in

Huawei telecom

managed services.

MAI

17

6: Continuous Improvement (4/5)

30 KCP

Check Points

20 Departments

audited, twice/year 100+ Improvement Initiatives per year

8 QCC

Teams

140 Process KPI’s

MAI

18

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

Lack of awareness to TT restoration time

Findings Description Root cause Improvement AP’s

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

time.

0

1

2

3

4

5

6

Lack of awareness to TTrestoration Time

Lack of "track and manage" Spare parts not available Weather

Pareto Root Cause Analyze

Take actions!

6: Continuous Improvement – Showcase (5/5)

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7: Cyber Security

Network and endpoint

separation

Network protection with firewall and IPS

Endpoint protection with SEP and TSM

Transaction monitoring by Citrix and DLP

Business continuity

management

Compliance –SIEM and

internal audits

Your operations are safe.

20

The Results

93

97

98 98

90

91

92

93

94

95

96

97

98

99

Q1 Q2 Q3 Q4

IRR

Value Target

630

432

250

170

0

100

200

300

400

500

600

700

Q1 Q2 Q3 Q4

MTRS Non-Critical

95

97 97

98

94

94

95

95

96

96

97

97

98

98

99

Q1 Q2 Q3 Q4

OTD

Value Target

77

100 100 100

0

20

40

60

80

100

120

Q1 Q2 Q3 Q4

OFR

Value Target

93% -> 98%

630 -> 170

95% -> 98%77% -> 100%

21

Conclusions on the 7 Key Elements

Your operations are safe.

Take actions!

Sharing is caring.

Competent environment leads to business excellence.

Big data to support quality improvement.

Process is the cause, Quality is the result.

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

Process

Tools

Competence

Document and knowledge management

Continuous Improvement

Cyber Security

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