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Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
Team Quality Initiative & Execution
By – Deepraj Pathak
Date - 26-September 2010
2 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
2
Quality Speaks in reality
“Quality is never an accident;
it is always the result of intelligent effort.”
- John
Ruskin
3 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
3
Need
The Ordering Team L2 Support was
migrated from Israel to DVCI mainly due
to reduce the cost of operation while
maintaining same level of support.
4 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
4
Business Process Re-engineering
> If we always think about quality but don’t
re-engineer our existing Business Process then
quality can’t be improved.
> We as a team have successfully done that, so
we are able to deliver quality work continuously
as a habit.
> As quality is the image of any business unit
depicted in customer’s mind, so we are able to
make them more than satisfied.
5 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
5
Points on which we worked during BPR
> Cost Reduction
> Maintaining Same Level of Support
> Bridging the Time Gap
> Reducing the Consultation with L3 team
> Quality Work
> Making Our Customer Immensely Satisfied
6 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
6
Initiatives Taken
 We chalk out our plan in a SMART way.
 We found out the right people for making DVCI L2 team
in terms of excellence & will power to take the
ownership.
 Knowledge Transfers were done to DVCI L2 team
properly within only 3 weeks of time which usually takes
3 months.
 Inspite of the short training & unanticipated increase in
case inflow the team managed to ramp up the
knowledge & also achieve quality targets.
7 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
7
Objective
 Short Term Objective:
To achieve the capability to sustain the support process
without affecting the level of service to customers & not
allowing the backlog to go beyond the unprecedented
level.
 Long Term Objective:
To become the “Go To” team for all ordering related
issues, ensuring a support level which exceeds
customers expectation.
8 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
8
Benefits as the outcome of BPR
Dependable & Reliable Solution making Factory for all
ordering related issues under one roof
What APS benefits:
 Operational Cost is much less than before
 Getting Much More Customer Satisfactions
 360-degree support objective for end customers
What Customer benefits:
 Faster response time for ordering related issues.
 One stop shop for all ordering related issues
 Value for money against MR paid to Amdocs.
9 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
9
Milestones
1. Efforts invested: 1 MM spent in Q2/Q3-2010
to conceptualize & solve the
problem
2. Make it possible: ~ 3 weeks in Q4-2010 to
integrate with Amdocs Log
Explorer (part of AMC) to deliver
to customers.
3. Control Gate: Maintainability & knowledge
distribution will be goal for FY11
4. E-learning: To-do by end Q4-2010
10 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs
10
We are listening
Questions
?
Thank you

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Capability Showcasing Presentation to bring project to India

  • 1. Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs Team Quality Initiative & Execution By – Deepraj Pathak Date - 26-September 2010
  • 2. 2 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 2 Quality Speaks in reality “Quality is never an accident; it is always the result of intelligent effort.” - John Ruskin
  • 3. 3 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 3 Need The Ordering Team L2 Support was migrated from Israel to DVCI mainly due to reduce the cost of operation while maintaining same level of support.
  • 4. 4 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 4 Business Process Re-engineering > If we always think about quality but don’t re-engineer our existing Business Process then quality can’t be improved. > We as a team have successfully done that, so we are able to deliver quality work continuously as a habit. > As quality is the image of any business unit depicted in customer’s mind, so we are able to make them more than satisfied.
  • 5. 5 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 5 Points on which we worked during BPR > Cost Reduction > Maintaining Same Level of Support > Bridging the Time Gap > Reducing the Consultation with L3 team > Quality Work > Making Our Customer Immensely Satisfied
  • 6. 6 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 6 Initiatives Taken  We chalk out our plan in a SMART way.  We found out the right people for making DVCI L2 team in terms of excellence & will power to take the ownership.  Knowledge Transfers were done to DVCI L2 team properly within only 3 weeks of time which usually takes 3 months.  Inspite of the short training & unanticipated increase in case inflow the team managed to ramp up the knowledge & also achieve quality targets.
  • 7. 7 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 7 Objective  Short Term Objective: To achieve the capability to sustain the support process without affecting the level of service to customers & not allowing the backlog to go beyond the unprecedented level.  Long Term Objective: To become the “Go To” team for all ordering related issues, ensuring a support level which exceeds customers expectation.
  • 8. 8 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 8 Benefits as the outcome of BPR Dependable & Reliable Solution making Factory for all ordering related issues under one roof What APS benefits:  Operational Cost is much less than before  Getting Much More Customer Satisfactions  360-degree support objective for end customers What Customer benefits:  Faster response time for ordering related issues.  One stop shop for all ordering related issues  Value for money against MR paid to Amdocs.
  • 9. 9 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 9 Milestones 1. Efforts invested: 1 MM spent in Q2/Q3-2010 to conceptualize & solve the problem 2. Make it possible: ~ 3 weeks in Q4-2010 to integrate with Amdocs Log Explorer (part of AMC) to deliver to customers. 3. Control Gate: Maintainability & knowledge distribution will be goal for FY11 4. E-learning: To-do by end Q4-2010
  • 10. 10 Information Security Level 2 – Sensitive © 2009 – Proprietary and Confidential Information of Amdocs 10 We are listening Questions ?