GDC Quality and Performance

8/19/2019 GDC Quality and Performance

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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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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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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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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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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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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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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


12/15


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


14/15


For internal use

Quality * Perorman$e F+uine line Supporting

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etHor& /peration S/P5Sin$e 2008

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GDC Quality and Performance