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June2008 Hdi Quality Presentation

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IT Service and Support
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TechTeam Global Quality Practices for Service Desks Local and Global
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Effective Quality Management ,[object Object]
Components of a Quality System
Components of a Quality System: Define ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Define
Components of a Quality System: Define ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Define
Components of a Quality System: Define ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Define
Components of a Quality System: Measure/Analyze ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Measure -Analyze
Components of a Quality System: Measure/Analyze ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Measure -Analyze
Components of a Quality System: Improve/Correct ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Improve- Corrective Action
Components of a Quality System: Improve/Correct ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Improve- Corrective Action
Components of a Quality System: Improve/Correct Examples ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Example Job Aide HOTSHEET HOTSHEET HOTSHEET 6/04/2008 Subject: Client Sharepoint Sites to be down Effective: June 18, 6:00 p.m. through June 19 , 2:00 a.m. Description: Patch to be to Sharepoint that will require all Sharepoint sites to be down. Impact: Minimal impact to corporate personnel; however this will have greater impact on field service personnel who typically access SP sites in evening. Corporate email sent to all users. Users will receive “Site not available. Contact your Network Admin.” Reference: No knowledge ticket available as this is temporary issue Ticket Categorization: SW/Sharepoint/Error/Scheduled Downtime
Components of a Quality System: Improve/Correct Examples ,[object Object],[object Object],[object Object],[object Object],[object Object]
Example Scenario ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Example Scenario ,[object Object],[object Object],[object Object],[object Object],[object Object]
Components of a Quality System: Control ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Control
Components of a Quality System: Control ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Control
[object Object]
Example Quality Report ,[object Object],[object Object],QIN: 82 Both Quality slides, including the below QIN count, contains all of the Internal IHTs, QINs, Vendor Spread sheet, etc., that were delivered during the recording period ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Quality ,[object Object],[object Object],[object Object],[object Object],[object Object]
Example Project Quality Scorecard ,[object Object],[object Object],[object Object],Quality Assurance Index Calculation                                   Weight Jan Feb Mar Apr May Average Monitors 50% 72.00% 92.26% 91.91% 90.44% 91.67% 87.66% Escalations 30% 84.00% 90.77% 90.45% 91.44% 94.12% 90.16% FOX Calls (Focus on Excellence test calls) 10% 96.29% 97.69% 96.91% 96.71% 100.00% 97.52% QINs (Quality Issue Notification) 10% 99.65% 99.70% 99.81% 99.94% 99.90% 99.80% Weighted Quality Score 80.79% 93.10% 92.76% 92.32% 94.06%     Target 92%    
Example Project Quality Scorecard with Average Using averages would have overstated actual performance Target 92% Quality Assurance Index Calculation   Weight Jan Feb Mar Apr May Average Monitors 50% 72.00% 92.26% 91.91% 90.44% 91.67% 87.66% Escalations 30% 84.00% 90.77% 90.45% 91.44% 94.12% 90.16% FOX Calls 10% 96.29% 97.69% 96.91% 96.71% 100.00% 97.52% QINs 10% 99.65% 99.70% 99.81% 99.94% 99.90% 99.80% Avg Quality Score 87.99% 95.11% 94.77% 94.63% 96.42%   Weighted Average Quality Score 80.79% 93.10% 92.76% 92.32% 94.06%   Variance   7.20% 2.00% 2.01% 2.31% 2.36%  
Example Pareto Analysis: Distribution of Calls to Resource by Agent ,[object Object],T. Walters
Example Pareto Analysis: Call Types to Resource ,[object Object]
Example Quality Tracking System See Handout
TechTeam Global HDI Presentation – Keeping Quality Consistent June 12, 2008
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Desk Quality System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],VP of Quality & Process Leadership Quality Policy: As suppliers of service, we will do the RIGHT THING RIGHT the first time for all customers, external or internal. Quality Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ITIL, Sarbanes Oxley, and CMMI ISO 9001:2000 - Quality Intentions & Commitment Customer and Business Requirements Best Practices Quality Activities ISO 9001:2000 - Quality Intentions & Commitment
Quality Standards ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Quality Standards ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Audits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Audits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Audits (cont’d) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Audits (cont’d) ,[object Object],[object Object],[object Object],[object Object],[object Object]
Corrective Action System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Document Control ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Client & User Satisfaction Survey ,[object Object],[object Object],[object Object],[object Object],[object Object]
Achievements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Achievements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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June2008 Hdi Quality Presentation

  • 1. TechTeam Global Quality Practices for Service Desks Local and Global
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  • 4. Components of a Quality System
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  • 13. Example Job Aide HOTSHEET HOTSHEET HOTSHEET 6/04/2008 Subject: Client Sharepoint Sites to be down Effective: June 18, 6:00 p.m. through June 19 , 2:00 a.m. Description: Patch to be to Sharepoint that will require all Sharepoint sites to be down. Impact: Minimal impact to corporate personnel; however this will have greater impact on field service personnel who typically access SP sites in evening. Corporate email sent to all users. Users will receive “Site not available. Contact your Network Admin.” Reference: No knowledge ticket available as this is temporary issue Ticket Categorization: SW/Sharepoint/Error/Scheduled Downtime
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  • 23. Example Project Quality Scorecard with Average Using averages would have overstated actual performance Target 92% Quality Assurance Index Calculation   Weight Jan Feb Mar Apr May Average Monitors 50% 72.00% 92.26% 91.91% 90.44% 91.67% 87.66% Escalations 30% 84.00% 90.77% 90.45% 91.44% 94.12% 90.16% FOX Calls 10% 96.29% 97.69% 96.91% 96.71% 100.00% 97.52% QINs 10% 99.65% 99.70% 99.81% 99.94% 99.90% 99.80% Avg Quality Score 87.99% 95.11% 94.77% 94.63% 96.42%   Weighted Average Quality Score 80.79% 93.10% 92.76% 92.32% 94.06%   Variance   7.20% 2.00% 2.01% 2.31% 2.36%  
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  • 26. Example Quality Tracking System See Handout
  • 27. TechTeam Global HDI Presentation – Keeping Quality Consistent June 12, 2008
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