IT Industrialization Part 4

Page 1 June-10 Siemens IT Solutions and Services

Copyright © Siemens AG 2010. All rights reserved.

IT Industrialization and beyond –How we work together- Part IV -


Siemens IT Solutions and Services



How we work together – Index

1 Our Offerings

2 Our Promise

Contact3



Engagement Optimization, Transfor-mation and Innovation

Transition

Tools used to identify and evaluate customer systems� Value Comparison

Assessment� Software Lifecycle

Management� Camel Test� Value comparison

Assessment

Tools used to take over services from our customers

� Transition methodology� Knowledge preservation

workshop

Tools to incrementally and radically transform operations� Automation� Resource Pooling� Standardization� Global Sourcing� Innovation & Continuous

Improvement

From Consulting to Implementation

Our highest priority is to understand our customer’s business needs and requirements. Our consulting tools provide a systematic methodology to fulfill this objective.



Engagement & Transition OperationalTransformation

ServiceTransformation

BusinessTransformation

Value Impact

TransformationalJourney

Optimization, Transformation

and Innovation

TransitionEngagement

Basic services

size of shape reflect cost of investment.

AM Readiness Check

CustomerTransformation

Workshops

Offshoring

Value ComparisonAssessment Knowledge preservation

workshop

Visit to GPC

Add-On Services

Software LifecycleManagement

Camel Test

Transition Methodology

Intercultural Collaboration

AutomatizationCompliance

Innovation

Resource Pooling

Standardization

Consulting Tools & Processes



Service Catalogue

� The Service Catalogue is a global model of services which are charged at fixed prices instead of hourly rates

� It defines all standard services down to a level where each service is uniquely classified on the basis of its respective investment

� This increases delivery transparency, decreases delivery risks for customers, improve service controlling and ensure yearly cost reductions

Service Catalogue



Pricing Model tailored to your Needs

� Complete variable price per service for full flexibility

� Base-rate plus on-demand usage for greatest cost efficiency

� All inclusive flat-rate for reliable forecasting

Service Catalogue



Single Global Ticket ToolStandardization

Ticket Tool OSD

� One single standard global ticket tool with flexibility to maintain own tool landscapes

� Seamless collaboration across borders

� Flexible resolution

� Access to worldwide expertise

� Standardized sophisticated reports and analysis for customers

� Cross-customer benchmarking of resolution times



Incident Resolution Standardization

� Incident resolution at Siemens works with a standardized process worldwide

� Employees educated in webinars and tested in simulated case environment

� Expert routing delivering tickets to expert available

� Best practices identified by topic groups and stored for reference

� Constantly refined

� Web-based trainings

Incident Resolution



Investigation

Adaptation of program for easier usability

Training Employees

Problem resolved

Incident Resolution: An ExampleStandardization

Problem resolution

Analysis

Error Correction

Error Ticket Error characteristics:� Assembly line A� Program affected: SN01223434 � Program error at event 12-2� Sites affected: Assembly lines B,C

Correlation with past errors:� Similar to 240 errors

(60% similarity)� Highly similar to 40 errors

(90% similarity)



Performance Management

Performance Management

� Measurement of time performance against customer and cross-customer benchmarks

� Defined targets and evaluation of continuous improvement

� Focus of process improvements are based on customers’ business needs

� Frequent status discussions with dedicated customer service manager



Project Management SupportPerformance & Quality Management

Efficient Support for Customer Service Managers

� SLA performance monitoring and analysis� Preparation of reports on SLA performance� Daily reports of parameters affecting SLA performance� Tracking of Incident resolution and frequent update to

stakeholders

� Financial performance monitoring� Monitoring of manpower, timesheet adherence, billing

� Global Quality performance monitoring� Monitoring of quality gates� Customer satisfaction

� Process Performance monitoring� Monitoring efficiency gains and cost reduction

Project Management



Six Sigma & Lean ManagementPerformance & Quality Management

Quality Standards

� Standardized ticket categories & defined resolution times

� Ticket trackers (stop watch) to measure all phases of ticket resolution (use of spot tests)

� Exact booking rules for ticket resolution (e.g. bookings exact-to-the-minute)

� Quality gates and final solution check by quality consultant

� Highest quality service standards

� Benchmarking with automobile industry



Expert SystemsKnowledge Management

Cultivating Expertise

� Cross-country, cross organizational group of experts with a passion for a particular business topic

� Learn and improve on the specific topic

� Mandate for global topic standards

� People network interlinking core competencies of our business

� Quick access to experts in other locations and best practice solutions



IntelligenceIntelligence & Innovation

Intelligence

� Correlation of every incident with past errors

� Investigation for recurring incidents

� Identification how the underlying issue can be resolved

� Automated analysis of incidents

� Recurrence



InnovationIntelligence & Innovation

� Diverse innovations get developed out of various customer projects

� Streamlined Siemens innovation process: 3I

� Partnerships with academia and Siemens industry sectors

� Employee incentives for innovation

� Challenging existing practices

� Cross-customer exchange about industry best practices

Innovation



Innovation FrameworkIntelligence & Innovation

Innovation

� Siemens’ Innovation Framework enables and supports the quality of our innovation processes.

� The Pictures of the Future method helps us track future trends early and understand them.

� Innovation Benchmarking secures our technology leadership.

� Lead Customer Feedback via Customer Transformation Workshops –achieving success together.

� Our Culture of Innovation fosters inventors and inventions.



Industrialization and beyond

Part I – Challenges of our Customers

Part II – Our Promise

Part III – Industrialization

Part IV – How we work together

Part V – Answers for our Customers

This presentation is part of a series of Industrialization topics. If you would like to know more, please continue with “Part V – Answers for our Customers”.



Andreas DegenhardtHead of Global Application ManagementSiemens AGSiemens IT Solutions and Services

Otto-Hahn-Ring 681739 MunichGermany

Phone: +49 (89) [email protected]/applicationmngt

You want to know more? Just contact:

IT Industrialization Part 4

Technology

standard services

global model of services

cost of investment

innovation tools

sn01223434program error

past errors

errors analysis60

error correction sites