it industrialization part 4
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IT Industrialization Part 4TRANSCRIPT
Page 1 June-10 Siemens IT Solutions and Services
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IT Industrialization and beyond –How we work together- Part IV -
Copyright © Siemens AG 2010. All rights reserved.
Siemens IT Solutions and Services
Page 2 June-10 Siemens IT Solutions and Services
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How we work together – Index
1 Our Offerings
2 Our Promise
Contact3
Page 3 June-10 Siemens IT Solutions and Services
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Engagement Optimization, Transfor-mation and Innovation
Transition
Tools used to identify and evaluate customer systems� Value Comparison
Assessment� Software Lifecycle
Management� Camel Test� Value comparison
Assessment
Tools used to take over services from our customers
� Transition methodology� Knowledge preservation
workshop
Tools to incrementally and radically transform operations� Automation� Resource Pooling� Standardization� Global Sourcing� Innovation & Continuous
Improvement
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.
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Engagement & Transition OperationalTransformation
ServiceTransformation
BusinessTransformation
Value Impact
TransformationalJourney
Optimization, Transformation
and Innovation
TransitionEngagement
Basic services
size of shape reflect cost of investment.
AM Readiness Check
CustomerTransformation
Workshops
Offshoring
Value ComparisonAssessment Knowledge preservation
workshop
Visit to GPC
Add-On Services
Software LifecycleManagement
Camel Test
Transition Methodology
Intercultural Collaboration
AutomatizationCompliance
Innovation
Resource Pooling
Standardization
Consulting Tools & Processes
Page 5 June-10 Siemens IT Solutions and Services
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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
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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
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Single Global Ticket ToolStandardization
Ticket Tool OSD
� 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
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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
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Investigation
Adaptation of program for easier usability
Training Employees
Problem resolved
Incident Resolution: An ExampleStandardization
Problem resolution
Analysis
Error Correction
Error Ticket Error characteristics:� Assembly line A� Program affected: SN01223434 � Program error at event 12-2� Sites affected: Assembly lines B,C
Correlation with past errors:� Similar to 240 errors
(60% similarity)� Highly similar to 40 errors
(90% similarity)
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Performance Management
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
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Project Management SupportPerformance & 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
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Six Sigma & Lean ManagementPerformance & Quality Management
Quality Standards
� 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
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Expert SystemsKnowledge Management
Cultivating Expertise
� 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
Page 14 June-10 Siemens IT Solutions and Services
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IntelligenceIntelligence & Innovation
Intelligence
� Correlation of every incident with past errors
� Investigation for recurring incidents
� Identification how the underlying issue can be resolved
� Automated analysis of incidents
� Recurrence
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InnovationIntelligence & 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
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Innovation FrameworkIntelligence & Innovation
Innovation
� 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.
Page 17 June-10 Siemens IT Solutions and Services
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Industrialization and beyond
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
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”.
Page 18 June-10 Siemens IT Solutions and Services
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Andreas DegenhardtHead of Global Application ManagementSiemens AGSiemens IT Solutions and Services
Otto-Hahn-Ring 681739 MunichGermany
Phone: +49 (89) [email protected]/applicationmngt
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