KPI Team Journey presented by Helena O'Malley - Xilinx Corporation, Keith Scanlon - Ericsson and Colm O´Keeffe - Alcatel-Lucent. Making TL Measurements more relevant to a wider audience.

1. The KPI Team Journey
1. The Process
2. The Experience
3. Latest Result

2. The KPI Team Journey
1. The Process
2. The Experience
3. Latest Result

3. Process
KPI
Definition
Collect
Data
Present to
IGQ
Comment
Review
Present to
IGQ
Scrub
Vote
Key Issues to address
• Define useful KPI to develop
• Present for IGQ agreement for further
development
• Develop, document, measure and test
– Need 3+ willing sand boxers
• Present for comment
• Rigorously track and document updates,
changes and decisions/trade offs
• Re-verify content with IGQ presentation
and vote

4. The KPI Team Journey
1. The Process
2. The Experience
3. Latest Result

5. • 75 volunteers
• Participate in fortnightly
Global KPI team call
• Roles
– Voter, Contributor, Data
Submitter, Topic Leader
5
Volunteers

6. Making TL Measurements more relevant to a wider
audience
(Customer Impacting KPIs & Service Ops)
6

7. PERCEPTION
Users’ perception
of quality (consumer /
enterprise)
DELIVERY
Quality of service
delivery
ENABLEMENT
Supply chain needed
to deliver services
Quality of
experience
Indicators
Customer
Service
Indicators
Network
Performance
Indicators
Network
Operation
Service
Indicators
Network
Element
Service
Indicators
Network
Element
Quality
Strengthened TL 9000
quality framework

8. Consensus &
Leadership
• Ensuring everybody
has a vote
• Priority given to
topics where
someone volunteers
to lead
8

9. 9
3
1
2
KPI Team Survey to Align on Priorities
Priority focus areas
1

10. Perseverance
10
“Perseverance is not a long race, it is
many short races one after the other!”

11. Need for Data
1111
• Min data
– 3 sandbox contributors
• Critical stage of KPI
development
• Demonstrates
additional commitment
from volunteers

12. IGQ Collaboration
• Leveraging Other
Workgroup Teams
• IGQ knowledge &
experience
• Vote
12

13. The KPI Team Journey
1. The Process
2. The Experience
3. Latest Result

14. 14
IGQ Vote
May 2015

15. Incident Restore Rate (IRR)
Copyright 2009 QuEST Forum. All Rights ReservedCopyright
2009 QuEST Forum. All Rights Reserved.
15
WHY chosen ?
• Incident Management is a core process in Service Provider
Network Operations & in Managed Services Contracts
• Restoration to SLA (business quality) is one of the first
demands of their managed service provider
• IRR is common in both Telecoms & IT
IRR KPI [%]
Incidents restored on time
Incidents due to be restored per SLA
= X 100

16. 16
Ranked Results
Based on Priority 1,2 or 3 Answers Only
2 000000020 3 2
x = Number people volunteering to lead initiative

17. Incident Restore Time (IRR)
• History
– Early 2012 Developed KPI TL 9000
conformant document from the Operator
community (PCT 9.x)
– Reviewed Document early 2012
– Set up Sandbox 2013
– Managed Services KPI team adopted
and Sandboxed the measure in 2013
– Bring to IGQ 2014 for adoption
– Modified in 2015 based on feedback
– Resubmission to IGQ
17

18. Managed Services
Incident & Problem Management
18
• 2 Distinct Processes
– Incident Management
– Focused on restoration of
service
– Measured in Hours
– Problem Management
– Focused on preventing
future incidents
– Root Cause Analysis
– Measured in Days/Weeks
18
Incident
Service /
Network
Call/ Alarm
Problem
Analysis/ Known Errors
• Repeat / Significant Incidents
• Focus on Root Cause
Resolution
Focus on
Fast
Restoration &
Resolution

19. IRR Context & Product Category
19
• 3 Perspectives on incident Mgt
• Service Desk
• NOC
• Maintenance Suppliers
• IRR focus is on Customer Service
Desk and NOC Operations
• Product Category 7.3.2
• Product Category 9.x
• Includes all time needed by the NOC
• Time spent by suppliers
maintaining their equipment

20. Copyright 2013 QuEST Forum. All Rights Reserved.
1

21. Thank you!

22. 23
MTRS
Mean Time to Restore
RIR
Repeat Incident Rate
RRR
Remote Restore Rate
FTRA
First Time Right Assignment