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KPI Team Journey

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KPI Team Journey presented by Helena O'Malley - Xilinx Corporation, Keith Scanlon - Ericsson and Colm O´Keeffe - Alcatel-Lucent. Making TL Measurements more relevant to a wider audience.

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KPI Team Journey

  1. 1. The KPI Team Journey 1. The Process 2. The Experience 3. Latest Result
  2. 2. The KPI Team Journey 1. The Process 2. The Experience 3. Latest Result
  3. 3. 'T _ "Ilr§4,'4' Key Issues to address D°fli('1%i°" - Define useful KPI to develop P'°| ~°g3“° - Present for IGQ agreement for further collect development Data - Develop, document, measure and test comment — Need 3+ willing sand boxers Review - Present for comment P'°. s§3‘ to - Rigorously track and document updates, scrub I changes and decisions/ trade offs - Re-verify content with IGQ presentation vote I and vote
  4. 4. The KPI Team Journey 1. The Process 2. The Experience 3. Latest Result
  5. 5. - 75 volunteers - Participate in fortnightly Global KPI team call - Roles — Voter, Contributor, Data Submitter, Topic Leader
  6. 6. Making TL Measurements more relevant to a wider audience (Customer Impacting KPls & Service Ops)
  7. 7. I "" 5 . v@. Iv. .' . _u)”Uvv _. .0 ‘fig I _n, .,, ,,_. ,, A‘, ’,‘. ;, CI. ..e. Ic_’ i_c. ... .v. ".v_ PERCEPTION Users’ perception Qualify °f . experience of quality (consumer / Indicators enterprise) Network Customer I DELIVERY Quality of service Performance Service Indicators Indicators delivery ENABLEMENT . Operation Element 5“| °|°'_Y Cham rfeeded Service Service to de"Ver 3erV'°e3 Indicators Indicators
  8. 8. Consensus & Leadership - Ensuring everybody has a vote - Priority given to topics where someone volunteers to lead
  9. 9. 2 T o N. election Criteria 5 '6 -is g E E 8 3 3 III 1: at Total Rating oflmporiance of Selection Cnlena 5 5 10 W 1 Complete the final approval to include in TL9000 the Managed Services KP| s already defined & sandboxed 9 9 9 130 8 Continue existing IRT, CS & MTRS Managed Services benchmark while adding financial dimension (COO) 9 9 1 100 5 Define 8. Benchmark Customer experience KP| s for Video streaming 8- Web browsing (9 KP| s) 9 9 9 180 4 Update KPI framework (Whilepaper) to reflect current work and P00 presented in Vienna 9 3 9 150 V 11 Integrate the KPI framework (Whnepaper) in the TL9000 handbook(s) - preferably coinciding with the ISO 9001 2015 releas 9 1 9 140 g 7 Study and plot the next MS NOC KP| s (eg "First Line Restoration Rate" & "First Time Right Assignment") 3 1 1 30 1 3 Merge Managed Services & Customer Experience workslreams and pilot CE KP| s (eg V| dED streaming. Web Browing) 3 1 1 30 ‘ 2 Define and benchmark Managed Services fulfillment KP| s (gg Ticket Quality/ rework etc) 3 1 1 30 I 5 Work with E8910 define and benchmark a priority set of KP| s for IT Managed Services 3 1 1 30 I 9 Work with EB9 on wireless Network Performance 008 KP| s1o include in a managed services conlexl (gg call drop rate) 3 1 1 30 _ 12 PIIDI IT lnlrastructure Operations KPI proposed by E86 1 1 1 20 ‘ 10 Join MS Semce Desk KPI benchmark bE| l'l§ managed by the Indra hub 1 1 1 20 , 13 o l 14 o
  10. 10. “Perseverance is not a long race, it is many short races one after the other! ” Walter Elliot
  11. 11. Need for Data - Min data — 3 sandbox contributors - Critical stage of KPI development - Demonstrates additional commitment WE. from volunteers
  12. 12. IGQ Collaboration - Leveraging Other Workgroup Teams - IGQ knowledge & experience - Vote
  13. 13. The KPI Team Journey 1. The Process 2. The Experience 3. Latest Result
  14. 14. Srvice Operations & Customer Impacting KP| s RRR ‘ | RR Remote Restore Rate ‘ meme, “ Resmre Ram fils __ A Application Quality : LRR First Line Restore Rate
  15. 15. Incident Restore Rate (IRR) 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 Incidents restored on time IRR KP| [°/ o] = T X 100 Incidents due to be restored per SLA Cop n m 2009 QIIEST Forum. ighls Fieservedcopyright 200 uEST Forum. All Rights eservedu . _
  16. 16. Kpl Team survey 9 = Number people volunteering to lead initiative (Topics receiving Priority 1,2,&3) Qiffiéiflfiiibiiiifiliii ii) 00 I :1 (ounl - wz (aunt rt; Count
  17. 17. 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
  18. 18. Managed Services Incident & Problem Management - 2 Distinct Processes . _ Service/ ~ — Incident Management — Focused on restoration of service — Measured in Hours Focus on Fast cam Alarm Restoration & Resolution — Problem Management — Focused on preventing future incidents — Root Cause Analysis — Measured in Days/ Weeks Ana| ysis/ Known Errors TE Problem - Repeat/ Significant Incidents - Focus on Root Cause
  19. 19. 3 Levels of Incident Management - 3 Perspectives on incident Mgt - Service Desk - NOC - Maintenance Suppliers ' | V|(idEnl5 created 35 -1 result of Customer Complaints '; '.‘fC‘; 'm”§I, "“"°'""‘°'”"’° - IRR focus is on Customer Service ""°“““‘“‘°"°"“’ Desk and NOC Operations - Product Category 7.3.2 ‘13§i‘3.? .‘E§l§f£. “£’. ?i§, IE? ??°' - Product Category 9.x ‘ Estalations to NOC lrom 311.1! - Pnxess euetuted by Operator 0! Supplier as .1 Managed Service - Product Category 7 Includes all time needed by the NOC - Time spent by suppliers V e. ... .m. m supplier 'f; §;j; ;(j§;3;; fg; ;g; ;; maintaining their equipment providing maintenance , ,,pW, . support - Notthe lotus tor IRR
  20. 20. |TIl_ Processes Security rrsarvice Availability Management °°"‘"'"“V / "' flanagement Capacity Management I-’ ’ o~I“'’ 8°’ 0 Financial 0° . 3~ . Release Management . '~ to for IT services Management Infrastructure 3. i / Service Level . "6 - Cl'| afl99 Management ‘cs Management 8 9 9°? —_ °"""/ ' Configuration . : Management lnciderit$"i Management Problem Management Service Desk Copyright 2013 QuEST Forum. All Rights Reserved.
  21. 21. I ‘ .4); ~ .4 , z. . $9.. Pym! -9‘ ‘ _‘ %' 34.‘ ~
  22. 22. ‘£6 V Mean Time to Restore RRR Remote Restore Rate RIR Repeat Incident Rate FTRA First Time Right Assignment

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