GDC Quality and Performance
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Transcript of GDC Quality and Performance
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8/19/2019 GDC Quality and Performance
1/15
1 © Nokia Solutions and Networks 2014
For internal use
GDC India Quality Plan 2014
GDC India Quality Plan 2014
GDC Quality & Performance
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8/19/2019 GDC Quality and Performance
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2 © Nokia Solutions and Networks 2014
For internal use
GDC Quality & Performane
Desi!n "CPProes
2. GDC India Quality Plan 2014
#$ Si% si!ma Pro!ram GDC 'ndia
($ Performane )ana!ement
1. GDC Strategy Implementation : Quality
3. GDC India Audit Plan 2014
4. GDC India Quality KPI 2014
!. *ean +ransformation Pro!ram
Quality not a
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, © Nokia Solutions and Networks 2014
For internal use
Program Program de$ription %arget %a&
Quality +rainin! GDC
• -ran!e .elt erti/ation
• Purle .elt erti/ation
• C 3 D 3 CP trainin!• 'S)S wareness trainin!
• Quality 'ndution trainin!
• +* 5000 wareness trainin!
• QP' ro!ram
• Internal auditor ' (ead auditor
training
1$e!ular follow u wit6 GD) t6e Quality trainin! omletio
2$+rainin! omletion status uQuality 3 GDC 'ndia reortin!
,$rran!e t6e +rain t6e trainer
4$%ternal trainin! from ,rd aauditor 3 *ead uditor
7$'ndution for t6e new 8oineenew tar!et 3 Pro!ram & e%e
#$QP' knowled!e s6arin! & imGDC 'ndia
Quality %raining
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4 © Nokia Solutions and Networks 2014
For internal use
Program Program de$ription )eult *+ene,t-pe$ted
%a&
C+Ssur9ey
• C+S 'denti/ation Q13Q23Q,3Q4
• C+S 'nitiation
• C+S initiation follow u
• C+S losure trakin!
• C+S wareness trainin!
• C+S sore 'mro9ement ro8et
• C+S tool en6anement
/n time
ee$ution oC%S urey a
per te 2014
Plan
Cutomer
atia$tion
1$wareness tr!$ to S' team &
team
2$)odify t6e :uestion as er t
feed.ak from GD)
,$Fortni!6t re9iew of C+S los
4$tion oint follow u for low
initiatin! t6e C+S sur9ey
7$+ools Demo3 ;eri/ation 3 )o
en6anement
#$)ont6ly udate t6e C+S so
GDC 'ndia )ana!ement team
($'dentify t6e imro9ement r
C+S sur9ey
C%S
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7 © Nokia Solutions and Networks 2014
For internal use
Quality %raining
• -ran!e .elt erti/ation
• Purle .elt erti/ation
• C 3 D 3 CP trainin!
• 'S)S wareness trainin!
• Quality 'ndution trainin!
• +* 5000 wareness trainin!
•QP' ro!ram
• Internal auditor ' (ead auditor training
• GSD Center oeration reort
• GSD erformane 'nde% < Pro!ram
• GDC Performane 'ndiator GP' Pro!ram
• Si% si!ma ro8et for =P' imro9ement
• GDC 'ndia Critial Quality )etris
• C+S 'denti/at
• C+S 'nitiation
• C+S intiation fo
• C+S losure tra
• C+S wareness
• C+S sore 'm
GSD perorman$egt.
C%S ure
1$ e!ular follow u wit6 GD) & stream teamfor t6e Quality trainin! omletion
2$ +rainin! omletion status udate Part ofGS Quality 3 GDC 'ndia reortin!
,$ rran!e t6e +rain t6e trainer ro!ram
4$ %ternal trainin! from ,rd arty for internalauditor 3 *ead uditor
7$ 'ndution for t6e new 8oinee )odify as ert6e new tar!et 3 Pro!ram & e%etation
#$ QP' knowled!e s6arin! & imlementationaross GDC 'ndia
1$ ;eri/ation and 9alidation of NS-P3N'3NP-
et$
2$ GSD Performane inde% Quality =P'
,$ GSD Performane m!t$ ation oint re!ister
4$ GDC Performane 'ndiator GP'
7$ De9iation re!ister )ont6ly udate
#$ tion oint re!ister )ont6ly udate
($ GSD Performane mana!ement Clean u
> ation related to Quality ?
@$ C nalysis for =P' Not meetin! t6e
tar!et3reeated issue Center oerationreortA
GDC Quality metri issue
1$ wareness tr!$
2$ )odify t6e :ue
re:uirement 3 f
,$ Fortni!6t re9ie
4$ tion oint fointiatin! t6e C+
7$ +ools Demo3 ;e
eort en6an
#$ )ont6ly udat
GDC 'ndia )an
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# © Nokia Solutions and Networks 2014
For internal use
ontly update
• udit status NC losure
• Quality trainin! ro!ram
• ;eri/ation & 9alidation
• C+S status
• N) Pro8et status
• *ean ro!ram status
• Si% si!ma ro8et status C• Continuous imro9ement ro!ram status
• *ast ,0 3 Ne%t ,0 & < "uBB 3 News letter
• "usiness ontinuity ro!ramimlementation suort GDC 'ndia
• )C Details olletion GD) & Stream
• "CP Calendar elease
• "CP )oderator & ontinuousimro9ement
• '+ tion oint status re9iew
• 'nternal ustomfuntion
• %ternal ustoPerformane 3
• C+S Feed.ak
• GD) & Stream
+CS Cutomer
1$ eekly udate GS Quality 3 'S)S entralteam
2$ )ont6ly udate to GS Quality 3 GDC 'ndia 3Center oeration reort
,$ N) & lean ro8et udate status to t6e)ana!ement team & 'nternal team
4$ ll t6e ro8et status 3 Quality tr!3 C+S sorewill .e uloaded in t6e entraliBed Qualitylink
7$ ) udate for Quality team
1$ +eam identi/ation for "CP testin!< SP-C
2$ Critial ati9ities details olletion +ools 3C3 resonse time 3reo9ery time 3 "ak uet$A
,$ GD) 3 stream s6ould ondut )ok drill
e9ery # mont6
4$ 'dentify t6e .ottle neks 3 reeated issuedurin! t6e "CP test 'mro9e & imlement
7$ ardenin! doument A Ser9er maintenane& S* 3 -* ,rd arty re9iew 3 *o!s re9iew 3"ak u
ess ontrol > ser9er room ?A '+ ontinuitymana!ement re9iew
1$ C 3 D 3 C
2$ "est ratiesGDC enter 3 G
,$ 'mro9e t6e t6e C+S feed.a
+eam awarene
4$ eeated issue)etris
7$ eeated site metris analys
#$ 'ssue losure f6olders till t6e
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( © Nokia Solutions and Networks 2014
For internal use
GDC India Quality KPI 2014
GSQ KPI %arget 2014
Cutomer %eam Surey Inde GDC5 6.7
/range (eel )e$ognition $ompletion )ate GDC5 8! 9
Purple (eel Certi,$ation $ompletion )ate GDC5 1! 9
C $loure rom audit GDC5 80 9
Per$entage o ;C $oered or %( 8000 GDC5 6! 9
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@ © Nokia Solutions and Networks 2014
For internal use
Q*P Deliera)ont6ly 3 eekly?
P/ * SI
GDC 'ndia eort
Centre -eration eort
SS>Software 9aluation ser9ie?
e!ion 3 Stream eort >NP-A SSA N'?
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5 © Nokia Solutions and Networks 2014
For internal use
GSD India = KPIIDIA
+( CA%-G/)> PA)A-%-)S
%A)G-% 2013
P10=13 P11=13
NP-
P)/D@C%II%>
PS NP- C Co9era!e ate (0H 100H 100H
NP- PS NP- ieny Gained in C .ased Deli9eries
10H 0H 0H
C SIS GSD Eort er udated3u!raded N >6rs? >Care SIS?
t.d 0$1( 0$,#
C SIS GSD J N udate3u!rade deli9ery er )D >Care SIS?
t.d 4#$40 22$4,
C CS ND*'NG Care SS esolution ate
100$0H
C CS ND*'NG "aklo! from re9ious mont6
N 1@0, 1(#7
C CS ND*'NG 'nomin! ases sum
N 2(0( 24#4
C CS ND*'NG -ut!oin! Cases Sum
N 2(47 2422
C CS ND*'NG losed ases
N 205, 1(@#
C CS ND*'NG disat6ed ases
N #72 #,#
C CS ND*'NG "aklo! end of )ont6
N 1(#7 1@0(
C CS ND*'NG Care SS Eort er Case in GSD K6rsL
n$a$ 14$( 14$5
C CS ND*'NG GCS Solution ate for )"" in GSD
(7$0H (($4H (4$7H
C CS ND*'NG GSD Solution ate
n$a$ @0$7H (($#H
NS-PsGSD Num.er of +rou.le +ikets reated er )MF) F+ inGDC >NS-P?
,1@$@@ ,1,$@1
NS-PsGSD Num.er of C6an!e e:uests reei9ed er C)NS-P?
,@$(1 ,1$(,
NS-PsGSD Num.er of Customer eorts issued er ) F+ inGDC >NS-P? 15,1$21 2,17$72
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10 © Nokia Solutions and Networks 2014
For internal use
GSD India = KPIIDIA
+( CA%-G/)> PA)A-%-)S %A)G-% 2013 P10=13 P1S'
P)/C-SS
PS S' )ont6ly Foreast uray (0H @1H @S' PS S' H New PreCare SIS? t.dC SIS Care SIS S6are of -nline Deli9ery 40HC SIS Care SIS S6are of CentraliBed Deli9ery 77HC SIS GSD J Centralised software udate3u!rade ro8ets >Care SIS? t.d 42 7C CSND*'NG
Care =) Solution Partiiation 'nde% #7$00H
C CSND*'NG Care S6are of entraliBed ase 6andlin! #5$40H C CSND*'NG
Care Fast -n +ime atio >-+?
@2$00H
NS-Ps GSD N Suorted 3 larm )onitorin! F+ >NS-P? 105($75 107NS-Ps GSD N Suorted 3 Con/!uration )ana!ement F+ >NS-P? 2022$1, 152NS-Ps GSD N Suorted 3 eort )ana!ement F+ >NS-P? 450#$(1 45@NS-Ps GSD +rou.le +ikets 3 N Suorted O1000 >NS-P? 771$@( 72NS-Ps GSD C6an!e e:uests 3 N Suorted O1000 >NS-P? 15$14 1#NS-Ps GSD Customer eorts 3 N Suorted O1000 >NS-P? ,5,$7@ 4#4
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11 © Nokia Solutions and Networks 2014
For internal use
GSD India = KPIIDIA
+( CA%-G/)> PA)A-%-)S %A)G-% 2013 P10=13 P11=130
S'
Q@A(I%>
PS S' Defets Deli9ered er )D 0$020 0$000 0$002
S' PS S' H of Pro8ets a.o9e Defet Density *imit 2$00H 0$00H 0$00H
NP- PS NP- Deli9ered Defet Density 0$02 0$00 0$00
NP- PS NP- H of Pro8ets a.o9e Defet Density *imit 2H 0$0H 0$0H
N' GSD emote 'nte!ration Suess ate 5@$0H 55$@H 55$5H
N' GSDSer9ie attri.? >n
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12 © Nokia Solutions and Networks 2014
For internal use
GSD India = KPI
IDIA+( CA%-G/)> PA)A-%-)S %A)G-% 2013 P10=13 P11=13
**
E@(EI((-%
Customer +eam Sur9ey 'nde% ($70 ($(0 ($@0
S' PS S' S6edule d6erene
57HR107H 100$0H 100$0H
S' PS S' Cost d6erene
57HR107H 100$(H 100$(H
S' PS S' Pro8et Ful/llment ate 100H 100$0H 100$0H
S' PS S' SF 5#H 100H 100H
S' PS S' )Ds deli9ered from GSD Centre ##2,$( 72@1$1
S' PS S' 9era!e )Ds deli9ered er week 1,27 1,20
NP- PS NP- S6edule d6erane
57HR107H 100$0H 100$0H
NP- PS NP- Cost d6erene
57HR107H 100$0H 100$0H
NP- PS NP- Pro8et Ful/llment ate 100$0H 100$0H 100$0H
NP- PS NP- Num.er )D deli9ered in a Period N (1(@ #0##
NP- PS NP- 9era!e )D deli9ered er week N 14,# 171#
NP- 3 S' NP- 3 S' Pro8et Ful/llment ate 100H 100H 100H
N' N' 2 Sites 'nte!ration on time ratio >S'-+? 54$(H 52$0H
N' N' 9era!e J Sites 'nte!rated er eek @,4 @#(
N' N' tual ;olume er Soe < New 12@7 (,4
N' N' tual ;olume er Soe < I!rade (4# 41,
N' N' tual ;olume er Soe < Swa 514 #@5
N' N' tual ;olume er Soe < e6ome 122( 1#,,
N' Site 'nte!ration +ime >'n )inutes? < New 170 70 7@
N' Site 'nte!ration +ime >'n )inutes? < Swa 1@0 50 102
N' Site 'nte!ration +ime >'n )inutes? < I!rade 170 40 4@
N' Site Prearation +ime >'n )inutes? < New 22# 7#
N' Site Prearation +ime >'n )inutes? < Swa 10# (1
N' Site Prearation+ime >'n )inutes? < I!rade 42# 7@
N' Site *ead +ime >'n Days? < New 5 17
N' Site *ead +ime >'n Days? < Swa , 4
N' Site *ead+ime >'n Days? < I!rade 1 0
C CS ND*'NG Care SS 2 S* Ful/llment ate >SF? 5($0H
C CS ND*'NG Care SS 2 S* Ful/llment ate in GSD t.d 55$,H 55$4H
C CS ND*'NG Care Network -uta!e estoration >nnNS-P? 0$05H 0$11H
NS-Ps GSD Fault emote estoration ate >NS-P? 7@$4@H 7#$25H
NS-Ps GSD Num.er of Suorted Customers >NS-P? 11 12
GDC leel Key etri$ @pdate GDC India
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1, © Nokia Solutions and Networks 2014
For internal use
GDC leel Key etri$ @pdate = GDC India
15 /range P12 report i epe$ted
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14 © Nokia Solutions and Networks 2014
For internal use
Quality * Perorman$e F+uine line Supporting
Continuous 'nno9ationA deli9erin! suerior erformane on GDC
etHor& /peration S/P5Sin$e 2008
S@S SotHare @pgrad "une. 2013#
CA)-Sin$e 2012
P/ Planning Sin$e 2012
IP * SISine 2012
I etHor& IntegrationSine 2011
odaoneIndia+arti India%ataaiIdea
oda$om%anJania+elga$om;A/ptuAmeri$a =etel
/perator
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