2. TOC
The Company
• Logica
• The Acquisition of Logica
• Working in Supplier Pole
Quality and Knowledge
• Quality and Process Management
• Personal Project
• Codification
Experience
• Student POV
3. Logica
• Logica Plc: business and technology services
– 41000 people, 36 countries
• Logica CST (Centre de Service Toulouse)
– Technical and Functional Support for big clients
• CST > ASAPH > Supplier Pole > UEA
4. CGI
CGI
• Logica acquirer:
– Same industry, similar positioning
– Slightly smaller, geographically different
• Signal: Business as usual
– Same mgt for European divisions (except UK)
• Synergies hard
– customer-oriented
– transversal services?
5. Level 1 Functional Support
Functional Support
Level 2
Level 3
Service Functional Technical
Desk Support Support
• Complex and procedural resolutions
• User Entity Administration (UEA)
– Application Problems & Access Rights
– Mgt: User, Data, Incident, Knowledge,
Communication
6. Quality and Process Management
• Information overload in IT
– Outsourcing affects communication
– ASAPH: thousands of subcontractor companies
• Umbrella task: « Amélioration continue »
• Belongs to everyone, QPL responsibility
(Quality Process Leader)
7. Reorganization of Data
Personal Project
• Client-driven file organization
• 12000 files, 600 folders
• Context and content
• Shortcut issues – pathfinding
8. Codification
Codification
• People-to-documents
• Great fit with IT support
– FAQs and guides
– Volume of « patent solutions »
• Knowledge Base
• Logica: Assumed instead
of rewarded
9. The experience
• Project vs. Process
• The flux: constant state of change
– Putting out fires
– Procedures and tasks
– People
• Complexities of reporting
• Knowledge transfer central