7 Key Elements for

Operation Quality
Improvement
TC Shea
Quality & Security Management Director,
Global Managed Services
Content

Quality Challenges
The 7 Key Elements
The Results

2
Quality Challenges (1/3)

Increasing Customer Expectations,

Advancing Technologies

3
 Quality Challenges (2/3)
Product Quality vs. Service Quality Manufacturing
environment
Quality
Production 1 2 3 2 3
Control

Quality
1 Improvement Production 1 1 1
Control 1 1 1

Service
VS
environment Service delivery is a
Service Delivery continuous process, it
1 2 3 cannot be stopped.

4
Quality Challenges (3/3)
Increasing Cyber Security Awareness in Europe

Block the
Competitors malicious
information intrusion
s

Personal
X Sensitive information
information & Personal information

X
5
The 7 Key Elements
Management commitment
Process
Tools
Competence
Document and knowledge
management
Continuous improvement
Cyber Security

6
1: Management commitment

Leadership Openness Challenging quality targets

Share customers vision and
share our practices
Independent and dedicated
peers as quality facilitators
Continuous management review
Engagement Dedication

Quality is not free, but it is worth to invest.

7
 2: Process (1/2) MSUP Framework
ISO27001, Information Security Global service operation
Management Standards By ISO standards By TM Forum

eTOM

IT Service Management
standards by ITSM Forum
Telecom Industry QMS By QuEST MSUP
Forum

Capability Maturity Model

Integration, By SEI IT Service Management
Standards by ISO

8
2: Process (2/2) Customization

MSUP Process Framework based

Tools MSUP
mapping Framework on renowned international standards
Customize processes according to
specific business requirements
Align tools with standards and
customized processes
Customization

Process is the cause, Quality is the result.

9
3: Tools (1/2) Service Desk Management (SDM)

Backbone of
operations for
process
standardization

Improved
operation due Effective and
to automation fast business
and transformation
centralization

10
3: Tools (2/2) Operation Intelligence (OI)
Monthly KPI Dashboard

Measure Weekly KPI Dashboard

Daily KPI Dashboard

Benchmark Global Benchmarking

Class Benchmarking
Region Benchmarking

Incident Management
Change Management

Analyze Performance Management

Corrective/Preventive/Planned
Maintenance
Site acceptance

Improve NOC Improvement cases

FM Improvement cases

Big data to support quality improvement.

11
4: Competence

Certification
&
Qualification
Real Strong resource pool
Experts
Multivendor knowledge
Learning environment and
iLearning
Knowledge Management
Competence qualification and
Multivendor
Capabilities requalification

Competent environment leads to business excellence.

12
5: Document & Knowledge Management

SOP
ARIS
Flowchart
Abstract Technical Documentation
Documents

Process Documentation Document Management System

Team
Knowledge Sharing iCase Space
PDMC

Sharing is caring.

13
6: Continuous Improvement (1/5)
Quality
Assurance

Qualitative Quantitative

Monthly KPI
Quarterly Half-Yearly
Measurements

KCP Internal Audit MAI

14
6: Continuous Improvement (2/5) KCP
Key Control Points
Example: Incident Management E2E process

KCP1 KCP2 KCP3

Correct &
Create Report
Localize Fault Resolve Close Trouble
Trouble Ticket Trouble
Trouble

Sufficient and appropriate information has been recorded

KCP1

Service is restored before the ticket is closed

KCP2

Problem Management process is triggered

KCP3

15
6: Continuous Improvement (3/5) MAI

Define Measure Analyze Improve Control

Measure Analyze
MAI
MAI is a reference
Improve model of Six Sigma in
Huawei telecom
managed services.

16
6: Continuous Improvement (4/5)

140 Process KPIs 30 KCP 8 QCC

MAI
Check Teams
Points

20 Departments
audited, twice/year 100+
Improvement
Initiatives per year

17
6: Continuous Improvement Showcase (5/5)
Pareto Root Cause Analyze
6

0
Lack of awareness to TT Lack of "track and manage" Spare parts not available Weather
restoration Time

Findings Description Root cause Improvement APs

Some tickets have been filled in with Lack of awareness to TT To establish and re-train a rule for filling
the restoration time equal to closure restoration time in the restoration time
time.

Take actions!

18
7: Cyber Security

Network and Network Endpoint

endpoint protection with protection with
separation firewall and IPS SEP and TSM

Compliance Business Transaction

SIEM and continuity monitoring by
internal audits management Citrix and DLP

Your operations are safe.

19
The Results
IRR MTRS Non-Critical
99 700
98 98 98 630
600
97 97
96 500 630 -> 170
95 432
400
94
93 93 300
92 93% -> 98% 200
250
91 170
90 100
Q1 Q2 Q3 Q4
0
Value Target Q1 Q2 Q3 Q4

OTD OFR
120
99
98 98 100 100 100 100
98
97 97 97 80 77
97
60
77% -> 100%
96 95% -> 98%
96 40
95 95
95 20
94
0
94
Q1 Q2 Q3 Q4
Q1 Q2 Q3 Q4
Value Target
Value Target
20
Conclusions on the 7 Key Elements
Management Commitment Quality is not free, but it is worth to invest in it.

Process Process is the cause, Quality is the result.

Tools Big data to support quality improvement.

Competence Competent environment leads to business excellence.

Document and knowledge

management Sharing is caring.

Continuous Improvement Take actions!

Cyber Security Your operations are safe.

21
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