KPI Team Journey

The KPI Team Journey

1. The Process

2. The Experience

3. Latest Result

The KPI Team Journey

1. The Process

2. The Experience

3. Latest Result

ProcessKPI

Definition

Collect

Data

Present to

IGQ

Comment

Review

Present to

IGQ

Scrub

Vote

Key Issues to address

• Define useful KPI to develop

• Present for IGQ agreement for further

development

• Develop, document, measure and test

– Need 3+ willing sand boxers

• Present for comment

• Rigorously track and document updates,

changes and decisions/trade offs

• Re-verify content with IGQ presentation

and vote

The KPI Team Journey

1. The Process

2. The Experience

3. Latest Result

• 75 volunteers

• Participate in fortnightly

Global KPI team call

• Roles

– Voter, Contributor, Data

Submitter, Topic Leader

5

Volunteers

Making TL Measurements more relevant to a wider

audience

(Customer Impacting KPIs & Service Ops)

6

PERCEPTION

Users’ perception

of quality (consumer /

enterprise)

DELIVERY

Quality of service

delivery

ENABLEMENT

Supply chain needed

to deliver services

Quality of

experience

Indicators

Customer

Service

Indicators

Network

Performance

Indicators

Network

Operation

Service

Indicators

Network

Element

Service

Indicators

Network

Element

Quality

Strengthened TL 9000

quality framework

Consensus &

Leadership

• Ensuring everybody

has a vote

• Priority given to

topics where

someone volunteers

to lead

8

9

3

1

2

KPI Team Survey to Align on Priorities

Priority focus areas

1

Perseverance

10

“Perseverance is not a long race, it is

many short races one after the other!”

Need for Data

1111

• Min data

– 3 sandbox contributors

• Critical stage of KPI

development

• Demonstrates

additional commitment

from volunteers

IGQ Collaboration

• Leveraging Other

Workgroup Teams

• IGQ knowledge &

experience

• Vote

12

The KPI Team Journey

1. The Process

2. The Experience

3. Latest Result

14

IGQ Vote

May 2015

Incident Restore Rate (IRR)

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2009 QuEST Forum. All Rights Reserved.

15

WHY chosen ?

• Incident Management is a core process in Service Provider

Network Operations & in Managed Services Contracts

• Restoration to SLA (business quality) is one of the first

demands of their managed service provider

• IRR is common in both Telecoms & IT

IRR KPI [%]Incidents restored on time

Incidents due to be restored per SLA

= X 100

16

Ranked Results Based on Priority 1,2 or 3 Answers Only

2 000000020 3 2

x = Number people volunteering to lead initiative

Incident Restore Time (IRR) • History

– Early 2012 Developed KPI TL 9000

conformant document from the Operator

community (PCT 9.x)

– Reviewed Document early 2012

– Set up Sandbox 2013

– Managed Services KPI team adopted

and Sandboxed the measure in 2013

– Bring to IGQ 2014 for adoption

– Modified in 2015 based on feedback

– Resubmission to IGQ

17

Managed Services Incident & Problem Management

18

• 2 Distinct Processes

– Incident Management

– Focused on restoration of

service

– Measured in Hours

– Problem Management

– Focused on preventing

future incidents

– Root Cause Analysis

– Measured in Days/Weeks

18

Incident

Service /

Network

Call/ Alarm

Problem

Analysis/ Known Errors

• Repeat / Significant Incidents

• Focus on Root Cause

Resolution

Focus on

Fast

Restoration &

Resolution

IRR Context & Product Category

19

• 3 Perspectives on incident Mgt

• Service Desk

• NOC

• Maintenance Suppliers

• IRR focus is on Customer Service

Desk and NOC Operations

• Product Category 7.3.2

• Product Category 9.x

• Includes all time needed by the NOC

• Time spent by suppliers

maintaining their equipment

Copyright 2013 QuEST Forum. All Rights Reserved.

1

Thank you!

23

MTRS

Mean Time to Restore

RIRRepeat Incident Rate

RRRRemote Restore Rate

FTRAFirst Time Right Assignment