IT Industrialization Part 4
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IT Industrialization Part 4

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IT Industrialization Part 4

IT Industrialization Part 4

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IT Industrialization Part 4 IT Industrialization Part 4 Presentation Transcript

  • Siemens IT Solutions and Services IT Industrialization and beyond – How we work together - Part IV - Copyright © Siemens AG 2010. All rights reserved. Page 1 June-10 Siemens IT Solutions and Services
  • How we work together – Index 1 Our Offerings 2 Our Promise 3 Contact Copyright © Siemens AG 2010. All rights reserved. Page 2 June-10 Siemens IT Solutions and Services
  • 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 Optimization, Transfor- mation and Innovation Tools used to identify and Tools used to take over Tools to incrementally and evaluate customer systems services from our customers radically transform Value Comparison operations Assessment Transition methodology Automation Software Lifecycle Knowledge preservation Resource Pooling Management workshop Standardization Camel Test Global Sourcing Value comparison Innovation & Continuous Assessment Improvement Copyright © Siemens AG 2010. All rights reserved. Page 3 June-10 Siemens IT Solutions and Services
  • Consulting Tools & Processes Value Impact Engagement Transition Optimization, Transformation and Innovation Resource Pooling Value Comparison Visit to GPC Assessment Knowledge preservation Standardization workshop Customer Innovation Transformation Intercultural Collaboration Workshops AM Readiness Check Transition Methodology Software Lifecycle Offshoring Compliance Management Automatization Camel Test Add-On Services size of shape reflect cost of investment. Basic services Transformational Engagement & Transition Operational Service Business Journey Transformation Transformation Transformation Copyright © Siemens AG 2010. All rights reserved. Page 4 June-10 Siemens IT Solutions and Services
  • 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 Copyright © Siemens AG 2010. All rights reserved. Page 5 June-10 Siemens IT Solutions and Services
  • 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 Copyright © Siemens AG 2010. All rights reserved. Page 6 June-10 Siemens IT Solutions and Services
  • Single Global Ticket Tool Standardization 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 Ticket Tool OSD Copyright © Siemens AG 2010. All rights reserved. Page 7 June-10 Siemens IT Solutions and Services
  • 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 Copyright © Siemens AG 2010. All rights reserved. Page 8 June-10 Siemens IT Solutions and Services
  • Incident Resolution: An Example Standardization Error characteristics: Error Ticket Assembly line A Program affected: SN01223434 Program error at event 12-2 Error Correction Sites affected: Assembly lines B,C Correlation with past errors: Similar to 240 errors Analysis (60% similarity) Highly similar to 40 errors (90% similarity) Investigation Problem resolution Adaptation of program for easier usability Training Employees Problem resolved Copyright © Siemens AG 2010. All rights reserved. Page 9 June-10 Siemens IT Solutions and Services
  • 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 Performance Management Copyright © Siemens AG 2010. All rights reserved. Page 10 June-10 Siemens IT Solutions and Services
  • Project Management Support Performance & 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 Copyright © Siemens AG 2010. All rights reserved. Page 11 June-10 Siemens IT Solutions and Services
  • Six Sigma & Lean Management Performance & Quality Management 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 Quality Standards Copyright © Siemens AG 2010. All rights reserved. Page 12 June-10 Siemens IT Solutions and Services
  • Expert Systems Knowledge Management 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 Cultivating Expertise Copyright © Siemens AG 2010. All rights reserved. Page 13 June-10 Siemens IT Solutions and Services
  • Intelligence Intelligence & Innovation Correlation of every incident with past errors Investigation for recurring incidents Identification how the underlying issue can be resolved Automated analysis of incidents Recurrence Intelligence Copyright © Siemens AG 2010. All rights reserved. Page 14 June-10 Siemens IT Solutions and Services
  • Innovation Intelligence & 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 Copyright © Siemens AG 2010. All rights reserved. Page 15 June-10 Siemens IT Solutions and Services
  • Innovation Framework Intelligence & 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. Innovation Copyright © Siemens AG 2010. All rights reserved. Page 16 June-10 Siemens IT Solutions and Services
  • Industrialization and beyond 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”. 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 Copyright © Siemens AG 2010. All rights reserved. Page 17 June-10 Siemens IT Solutions and Services
  • You want to know more? Just contact: Andreas Degenhardt Head of Global Application Management Siemens AG Siemens IT Solutions and Services Otto-Hahn-Ring 6 81739 Munich Germany Phone: +49 (89) 636-46500 andreas.degenhardt@siemens.com www.twitter.com/applicationmngt Copyright © Siemens AG 2010. All rights reserved. Page 18 June-10 Siemens IT Solutions and Services