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IT Benchmarking
21.06.2011
Dr. Andreas Maaser
1Dr. Andreas Maaser in confidence
01 Company profile
02 Telefònica Germany - IT outsourcing
03 Key performance indicators
04 Benchmarking
05 Working group IT Benchmarking
06 First results; next steps
Telefónica Germany is part of Telefónica S.A., one of the biggest internationally operating telecommunications
companies in the world.
2Dr. Andreas Maaser in confidence
Mobile Telecommunication
Mobile Internet
Internet access
Fixed network telephony
Virtual Private Networks, security and
hosting
Broadband wholesale
Portfolio
More than 20 million customers, 17,03 m mobile customers and more than 2,6 m DSL
customers
More than 1,1 million broadband connections (ULL) through partners
Revenue in Q1/2011: 1,23 billion Euros
Network coverage : 99% Mobile voice, 95% DSL and fixed network telephony, 98%
Mobile Data, LTE next-generation mobile technology
01
Facts &
Figures
1995 – Foundation of VIAG Interkom
(as a joint venture between VIAG AG,
British Telecommunications &Telenor)
2002 – VIAG Interkom becomes o2
Germany
2006 – o2 becomes part of the Telefónica
group
2011 – Integration HanseNet; Telefónica
o2 Germany becomes Telefónica
Germany; LTE Roll-out
History
3Dr. Andreas Maaser in confidence
02 Telefónica Germanyhas experience in successful IT outsourcing for several years.
Produc-tion
Quality Ass.
DevelopmentPlanning & Capacity Management
PlanningE2E
AnalysisAnalysis
Coding
& CT
Integration
E2E TestLaunch
offshore:
60%
onsite:
40%
internal
&
external
offshore:
80%
onsite:
20%
internal&
external
Sh
are
ofo
ffsh
ore
activitie
s
0
25
50
75
100%
2011201020092008
4
03 Key performance indicatorswere used to manage and compare the different vendors.
Dr. Andreas Maaser in confidence
DefinitionKPI
Cost Onshore/Offshore Ratio
On-/Offshore MDs/ Total MDs
Average Dayrate Total Cost/ MDs
other
KPIsGovernance Effort
Internal MDs/ Deliveryvolume
ScalabilityAvailability of
resources
Ratio Cost E2E Test -Development
Cost E2E Test/ CostDevelopment
Co
ntr
ac
ted
KP
Is
Quality Defect Density MDs/ Defects
Defect Ratio Production/E2E
Production Defects/ E2E Defects
Service Level Agreement
Reaction Time/ Resolution Time
Productivity Function Point Analysis
Function Points / PM
MD = Mandays
PM = Person Month
After transition new vendor
exceeded expectations
Company internal benchmark
difficult due to different
technologies, methodologies,
scope, etc.
5Dr. Andreas Maaser in confidence
04 Benchmarkingreasons for benchmarking on operational level.
IT outsourcing
start transition
time
pro
gre
ss
Available IT Benchmarks on the market:
• too generic or high level
• doesn´t reflect different methodologies, technologies, etc.
• definition of metrics can be misinterpreted
• definition cannot be adapted on specific conditions
• no option to get in touch with other benchmarking participants
Working group IT Benchmarkingwas initiated together with European Outsourcing Association
Germany e.V.
6Dr. Andreas Maaser in confidence
comparison of outsourcing services on an operational level
projects with different parameters and methodologies of
software development (e.g. Waterfall, Scrum)
• companies with offshore IT development
• “users-only” benchmarking working group
• regular workshops
• definition of commonly accepted metrics of benchmarking
parameters to ensure comparability
• discussion of results (current metrics: defect density &
test effort)
• confidence – based on NDA
05
Target
Approach
Members
Scope
7
Working group IT Benchmarkingfirst comparable results and the exchange of experiences give clear
indications about success factors in outsourcing.
06
Benchmarking metrics which
are in place and have been
compared:
• Test Effort
• Defect Density
splitted for different
technologies & methodologies
Next steps:
• Definition and comparison of
Productivity
• Scope enhancement
regarding other metrics
• expansion of working group
to widen data base
EOA Germany
• Dr. Jörg Stimmer
• Prof. Dr. Wolfgang
Fritzemeyer
(wolfgang.fritzemeyer@bake
rnet.com)
Telefónica Germany
• Dr. Andreas Maaser
First results Contact
Dr. Andreas Maaser in confidence
