Documente Academic
Documente Profesional
Documente Cultură
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)
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
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
8
2: Process (2/2) Customization
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
Incident Management
Change Management
11
4: Competence
Certification
&
Qualification
Real Strong resource pool
Experts
Multivendor knowledge
Learning environment and
iLearning
Knowledge Management
Competence qualification and
Multivendor
Capabilities requalification
12
5: Document & Knowledge Management
SOP
ARIS
Flowchart
Abstract Technical Documentation
Documents
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
14
6: Continuous Improvement (2/5) KCP
Key Control Points
Example: Incident Management E2E process
15
6: Continuous Improvement (3/5) MAI
Measure Analyze
MAI
MAI is a reference
Improve model of Six Sigma in
Huawei telecom
managed services.
16
6: Continuous Improvement (4/5)
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
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
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.
21
Copyright2015 Huawei Technologies Co., Ltd. All Rights Reserved.
The information in this document may contain predictive statements including, without limitation,
statements regarding the future financial and operating results, future product portfolio, new technology,
etc. There are a number of factors that could cause actual results and developments to differ materially
from those expressed or implied in the predictive statements. Therefore, such information is provided
for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the
information at any time without notice.