IT Industrialization Part 4

Siemens IT Solutions and Services

IT Industrialization and beyond –
How we work together
- Part IV -

Copyright © Siemens AG 2010. All rights reserved.
Page 1 June-10 Siemens IT Solutions and Services

How we work together – Index

1 Our Offerings

2 Our Promise

3 Contact


From Consulting to Implementation

Our highest priority is to understand our customer’s business needs and requirements.
Our consulting tools provide a systematic methodology to fulfill this objective.

Engagement Transition Optimization, Transfor-
mation and Innovation

Tools used to identify and Tools used to take over Tools to incrementally and
evaluate customer systems services from our customers radically transform
Value Comparison operations
Assessment Transition methodology Automation
Software Lifecycle Knowledge preservation Resource Pooling
Management workshop Standardization
Camel Test Global Sourcing
Value comparison Innovation & Continuous
Assessment Improvement


Consulting Tools & Processes

Value Impact

Engagement Transition Optimization, Transformation
and Innovation

Resource Pooling
Value Comparison
Visit to GPC Assessment Knowledge preservation Standardization
workshop
Customer Innovation
Transformation Intercultural Collaboration
Workshops
AM Readiness
Check Transition Methodology
Software Lifecycle Offshoring Compliance
Management Automatization

Camel Test
Add-On Services size of shape reflect cost of investment.
Basic services

Transformational
Engagement & Transition Operational Service Business Journey
Transformation Transformation Transformation


Service Catalogue

The Service Catalogue is a global model of
services which are charged at fixed prices
instead of hourly rates

It defines all standard services down to a level
where each service is uniquely classified on the
basis of its respective investment

This increases delivery transparency, decreases
delivery risks for customers, improve service
controlling and ensure yearly cost reductions

Service Catalogue

Pricing Model tailored to your Needs

Complete variable price per service
for full flexibility

Base-rate plus on-demand usage
for greatest cost efficiency

All inclusive flat-rate
for reliable forecasting

Service Catalogue

Single Global Ticket Tool
Standardization

One single standard global ticket tool with flexibility
to maintain own tool landscapes

Seamless collaboration across borders

Flexible resolution

Access to worldwide expertise

Standardized sophisticated reports
and analysis for customers

Cross-customer benchmarking of resolution times

Ticket Tool OSD

Incident Resolution
Standardization

Incident resolution at Siemens works with a standardized
process worldwide

Employees educated in webinars and tested in simulated
case environment

Expert routing delivering tickets to expert available

Best practices identified by topic groups and stored for
reference

Constantly refined

Web-based trainings

Incident Resolution

Incident Resolution: An Example
Standardization

Error characteristics:
Error Ticket
Assembly line A
Program affected: SN01223434
Program error at event 12-2
Error Correction Sites affected: Assembly lines B,C
Correlation with past errors:
Similar to 240 errors
Analysis (60% similarity)
Highly similar to 40 errors
(90% similarity)
Investigation

Problem resolution Adaptation of program
for easier usability
Training Employees

Problem resolved


Performance Management

Measurement of time performance against customer
and cross-customer benchmarks

Defined targets and evaluation of continuous
improvement

Focus of process improvements are based on
customers’ business needs

Frequent status discussions with dedicated
customer service manager

Performance Management

Project Management Support
Performance & Quality Management

Efficient Support for Customer Service Managers
SLA performance monitoring and analysis
Preparation of reports on SLA performance
Daily reports of parameters affecting SLA performance
Tracking of Incident resolution and frequent update to
stakeholders
Financial performance monitoring
Monitoring of manpower, timesheet adherence, billing
Global Quality performance monitoring
Monitoring of quality gates
Customer satisfaction
Process Performance monitoring
Monitoring efficiency gains and cost reduction
Project Management

Six Sigma & Lean Management
Performance & Quality Management

Standardized ticket categories &
defined resolution times

Ticket trackers (stop watch) to measure all
phases of ticket resolution (use of spot tests)

Exact booking rules for ticket resolution
(e.g. bookings exact-to-the-minute)

Quality gates and final solution check
by quality consultant

Highest quality service standards

Benchmarking with automobile industry

Quality Standards

Expert Systems
Knowledge Management

Cross-country, cross organizational group of experts
with a passion for a particular business topic

Learn and improve on the specific topic

Mandate for global topic standards

People network interlinking core competencies
of our business

Quick access to experts in other locations and
best practice solutions

Cultivating Expertise

Intelligence
Intelligence & Innovation

Correlation of every incident with past errors

Investigation for recurring incidents

Identification how the underlying issue can be resolved

Automated analysis of incidents

Recurrence

Intelligence

Innovation

Diverse innovations get developed out of various customer projects

Streamlined Siemens innovation process: 3I

Partnerships with academia and Siemens industry sectors

Employee incentives for innovation

Challenging existing practices

Cross-customer exchange about industry best practices

Innovation

Innovation Framework

Siemens’ Innovation Framework enables and supports the quality of
our innovation processes.

The Pictures of the Future method helps us track future trends early
and understand them.

Innovation Benchmarking secures our technology leadership.

Lead Customer Feedback via Customer Transformation Workshops –
achieving success together.

Our Culture of Innovation fosters inventors and inventions.

Innovation

Industrialization and beyond

This presentation is part of a series of Industrialization topics.
If you would like to know more, please continue with “Part V – Answers for our Customers”.

Part I – Challenges of our Customers

Part II – Our Promise

Part III – Industrialization

Part IV – How we work together

Part V – Answers for our Customers


You want to know more? Just contact:

Andreas Degenhardt
Head of Global Application Management
Siemens AG
Siemens IT Solutions and Services

Otto-Hahn-Ring 6
81739 Munich
Germany

Phone: +49 (89) 636-46500
andreas.degenhardt@siemens.com
www.twitter.com/applicationmngt


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