Quality and IT Service Management: A Wipro Perspective

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  • Thanks everyone. …. I will start out with what we hear from our customers and what usually resonates with them. Then I will circle back and introduce Wipro. Not everyone knows Wipro so I will start out with a short introduction and spend some time on our quality journey as quite a few people seem to be in interested in that. I will follow up by giving an introduction some quality techniques and how they map to IT. The other thing that might be interesting to people in this room – what are other companies in the world worried about, what are they spending money on. Timing: Intro to Wipro 5 mins Introduction to Quality techniques – 15 mins Applying Quality to IT - 15 mins Customer interests – 10 mins Q&A – 15 mins Q & A – 15 mins
  • Intent of this slide is to get people to translate IT into manufacturing etc. so that it will set the stage for manufacturing oriented quality principles. IT Factories – talk about Wipro IT factories in development, in process factory etc. people like the word Factory. Business IT Alignment is often repeated but no end in sight. One interesting trend we are seeing is the creation of the “Business Relationship manager” - joke – we as vendors used to have these roles, now companies are adopting them as well. Add some more buzz words.
  • Industry Benchmark : 0.68 def/kloc (2004 - Worldwide IT Benchmark Report- Meta Group) Industry Benchmark : 76 % (2003 Worldwide IT Benchmark Report- Meta Group) Industry Benchmark : 66 LOC / d (2004 -Bangalore – SPIN)
  • Describe the different levels of maturity. As the maturity level goes up, predictability becomes more important, this is reflected in SLA, measure and report availability etc.
  • How do we do it? We have a razor sharp focus on quality. In fact, all of our executives, i ncluding CEO have one third of their goals on quality. We have built our own quality systems by integrating multiple quality frameworks from both the IT and manufacturing world. ISO – basic foundations of documented systems CMM & CMMI – software engineering practices Six sigma – customer focused data driven time bound improvements ITIL - xxxxxxx Lean – for org level waste elimination & continual improvement Agile – to build in flexibility and adaptability


  • 1. Quality and IT Service Management A Wipro Perspective
  • 2. Agenda
    • What we are hearing from customers
    • Wipro’s Quality Journey
    • Introduction to Quality Methodologies
      • ITIL
      • Six Sigma
      • Lean
    • Applying Quality to IT Service Management
    • Reality Check
  • 3. What we are hearing from customers
    • Do more with less
    • More predictability
    • More discipline
  • 4. What does this mean to us?
    • IT Factories
    • Convert the art of IT to repeatable predictable delivery through mature processes
    • Business IT Integration through planned execution and predictability
    • Apply Manufacturing best practices to IT
  • 5. Wipro’s Quality Journey ISO 9001 Certification 4195 Employees CMM Level 5 5148 Employees 9934 Employees PCMM Level 5 & TL9000 9626 Employees CMMI Level 5 10500 employees ITIL Initiated 16593 Employees 26197 Employees LEAN initiated BS 15000 Certified 2004 2003 2002 2001 2000 1998 1995 59000 Employees 2006
  • 6. Process & Metrics Possible to Improve in all dimensions while maintaining Customer Satisfaction and reducing costs Customer Satisfaction
  • 7. Introduction to Quality Methodologies: ITIL, Six Sigma and Lean
  • 8. ITIL
  • 9. What is Six Sigma
    • Six Sigma is a disciplined, data-driven approach and a methodology for eliminating defects in any process -- from manufacturing to transactional and from product to service
  • 10. Six Sigma Approach
  • 11. Six Sigma & ITIL V3 Continuous Service Improvements
  • 12. Applying Six Sigma to IT Sample Metric Examples Metrics Description Expected Outcome of Analysis Incident Management Metrics
    • Trends in tickets being logged
    • Patterns in root cause analysis
    • First resolution rate
    • Identify areas for prevention of incidents to reduce cost and increase “Customer” (end user) satisfaction.
    Availability Metrics
    • End user availability statistics
    • Application availability
    • Alerts from monitoring tools on capacity (CPU utilization etc.)
    • Identify commonly occurring technical outages and prevent recurrence
    • Identify areas of under capacity or over capacity for capacity related issues
    Service Level Metrics
    • Trend of Service resolution time
    • (OLA) Operational Level Agreements and trends.
    • Dependencies and identifying weak links
    • Identify areas of improvement in service restoration.
    • End to end service level improvements.
  • 13. What is Lean ?
    • Expose & Remove Waste
      • Unlock capacity
    • Reduce Variability
      • Stabilize process, level load
    • Self-Organizing Process
      • Visual Delivery and Self-control
  • 14. Types of Waste Defects Unused employee creativity Over-processing Waiting Inventory Motion Transportation Lean categories Application to IT Defects, Rework Documentation/unused artifacts, code that not part of final product, Unnecessary meetings Equipment/resource not working, Waiting for info../ work completion Partially done work, not released for further activity, Task Switching, walking, searching for info, manually done when it can be automated Building the wrong thing, waiting for FTP/copy etc Extra Features, Features that no one uses Overproduction Patterns and solutions identified not implemented
  • 15. Lean: Wipro View
    • Philosophy , Process , People & Partners *
    • Base management decisions on a long term philosophy
    • Create process flow to surface problems
    • Use pull systems to avoid overproduction
    • Level out the workload
    • Stop when there is a quality problem
    • Standardize tasks for continuous improvement
    • Use visual control so no problems are hidden
    • Use only reliable, thoroughly tested technology
    • Go see yourself to understand thoroughly
    • Make decisions slowly by consensus; implement rapidly
    • Continuous organization learning thru Kaizen
    • Grow leaders who live the philosophy
    • Respect, develop and challenge your people and teams
    • Respect, challenge and help your suppliers
    Planning (2,3,4,10) Architecture (8,10) Design (2,3,9) CUT (2,3,5,6) System Test (2,3,6) UAT (2,3,6) * Liker, J. K. (2004). “Toyota way: 14 management principles from the world's greatest manufacturer”. New York, McGraw-Hill WT pioneers lean in SW services
  • 16. Applying Quality to IT Service Management
  • 17. Maturity and Management Challenge Level 1 Level 2 Level 3 Level 4 Level 5 Tool Leverage Operational Process Engineering Service Delivery Process Engineering Service and Account Management Manage IT as Business 60% 30% Source: Gartner; Adapted by Wipro
    • Adhoc
    • Un-Documented
    • Unpredictable
    • Multiple Helpdesks
    • Minimal IT Operations
    • User Call Notification
    • Fight Fires
    • Inventory
    • Desktop Software Distribution
    • Initiate Problem management Process
    • Alert and Event Management
    • Measure Component Availability (Up or Down)
    Reactive Proactive
    • Analyze Trends
    • Set Thresholds
    • Predict Problems
    • Measure Application
    • Availability
    • Automate
    • Mature problem,
    • Configuration, Change, Asset performance Management Process
    • IT as Service Provider
    • Define Services, Classes, pricing
    • Manage Costs
    • Guarantee SLA’s
    • Measure and report service availability
    • Integrate processes
    • Capacity management
    • IT as Strategic Business Partner
    • IT and Business Metrics Linkage
    • IT / Business Collaboration Linkage improves business Processes
    • Real-time Infrastructure
    • Business Planning
  • 18. Proactive Service Management Pareto Charts Control Charts Proactive
    • Analyze Trends
    • Set Thresholds
    • Predict Problems
    • Measure Application
    • Availability
    • Automate
    • Mature problem,
    • Configuration, Change, Asset performance Management Process
    Lower Spec. Limit Upper Spec. Limit
  • 19. Reality Check
  • 20. Where are you on the maturity model?
  • 21. Priority in technology investments
  • 22. Quality Frameworks No single Holy Grail – Multiple Tested Quality Methods to bring predictability to IT Maintenance Production support & testing Development & Enhancement CMMI BS 15000/ COPC ISO Six sigma DSSS+ Six sigma DMAIC BS 7799 System Direction Six sigma DMAIC Efficiency Lean Agile Flexibility ITIL Reduced risk Improved productivity Reduced defects On-time/ on-budget delivery Better visibility