quality and processes in tietoenatorusers.jyu.fi/~kolli/ohtu2006/matsku/quality_in_ot.pdf ·...

TietoEnator –yritysesittely Copyright © 2005 TietoEnator Corporation24.4.2006

Quality and processes inTietoEnator

Hilkka Heikkilä24.4.2006


TietoEnator

§ One of the world´s leadingproviders of high-value-added ITservices in selected businesssectors

§ One of the largest IT servicescompanies in Europe

§ Our mission: Building theInformation Society


TietoEnator

§ Annual net salesexceeding EUR 1,5 billion

§ Over 15 000 employeesin more than 25 countries

§ Listed on Stockholm andHelsinki Exchanges TietoEnator operates in: Austria, Belgium, Canada, China, the Czech

Republic, Denmark, Estonia, Finland, France, Germany, India,Indonesia, Italy, Latvia, Lithuania, Malaysia, the Netherlands, Norway,Portugal, Russia, Singapore, Slovakia, Sweden, Ukraine, the UnitedKingdom and the USA


At the core of our customers´ businesses

§ Focusing on selected industries

– Banking and insurance– Telecom and media– Forest– Healthcare– Energy

– Government– Welfare– Manufacturing– Retail and logistics

Superior expertise

At the core of our customers´ businesses


Our service offering:Solutions and partnership services

§ Based on a unique combination ofdeep industry expertise and leading-edge IT know-how TietoEnator offers:

– Partnership offerings– Global solutions


Seamless digital value chain of solutions andpartnership services

Verticals with global offering:Banking, Forest, Healthcareand Telecom

Regional verticals:Energy, Government, Insurance,Manufacturing, Media, Retail, Welfare


TietoEnator business structure


Trends within IT –the way TietoEnator sees them

§ Part of IT becomes a commodity

§ Digitalisation and self-servicesspread out

§ IT, and application software inspecific, turn ever more critical inproducts/services and processes


Telecom and media

§ We are a leading supplier of ITand R&D services to the telecomand media industry.

§ Our competences cover the fulltelecom value chain.

§ We operate globally with globalcustomers.


Working with the full telecom value chain


Facts

§ TietoEnator has close to 4500employees working for telecomand media customers.

§ We have operations in 13European countries and asubsidiary in China.


Key offering areas

Offerings for telecom equipment manufacturers,the automotive industry and the defence sector

Offerings for telecom operators

Offerings for media industry


Our major customers§ Ericsson§ TeliaSonera§ Nokia§ Alcatel§ Siemens§ EU Commission§ YLE§ Telenor§ Arcor§ Saab AB§ Cesky Telekom§ Lietuvos Telekomas§ SanomaWSOY§ Nortel§ Elisa (Communications)§ Bosch


Trends in telecom and media§ Increasing focus on customer

intimacy§ Global sourcing is becoming a

permanent part of the industry§ A technology shift from proprietary to

standardised platforms§ Improved economic growth will boost

media spending§ Extensive customer management

and content management in thefocus

§ Next generation technologies willpush the growth


What kind of people are working in TietoEnator?§ Application specialist§ Consultancy§ Database specialist§ IT architect§ Line Manager§ Operational development§ Product development§ Project manager§ Quality and processes§ Sales§ Software engineer§ Specialist§ Systems analyst/ designer§ Systems analyst/ programmer§ Technical support§ Testing engineer

§ Master’s degree from University§ Graduate engineer§ Bachelor of Engineering§ Bachelor of Business administration§ ...


Some competences collected (T&M)IT technologies§ Databases§ Enterprise application development§ Platforms§ Security§ Web technologies§ ...Process phases§ Analysis§ Design§ Implementation§ Testing (Functional, Module,

Performance, System)§ Maintenance§ SCM§ Deployment§ Contact point§ Usability§ ...

Programming languages§ C, C++, C#§ Delphi§ Java§ PERL§ TNSDL§ UML§ XML§ ...Tools§ SW developement tools (ROSE,

Rhapsody)§ SCM tools (CVS, Subversion, Clearcase,

...)§ Testing tools (Challenger, Lifebelt,

Orbiter, TTCN,...)


My work as Quality Manager (Operational Manager)

Processes

Project management

Unit management team

Quality planning

Quality assurance

Quality improvement

Process development

Audits

Standards

ISO 9000 CMMi

Strategy and actionplanning

Testing

Faultmanagement

Customer relationship

Metrics Change management

Competencedevelopment

Operational development

Risk management

ITIL

Guidance documents

Training

Analysis

Reporting

Team work

Induction

Tools

EFQMFollow development in TEOutside TE


TE Quality Principles

§ Quality policy:– ”Within TietoEnator we produce the best customer service

and best expertise on the market. Quality adds value forCustomer’s business.”

§ This means:– We produce services agreed with the Customer at an agreed

quality level, for the mutual benefit.– Continuous improvement of customer benefit and satisfaction,

personnel satisfaction and competence and efficiency ofoperations.


Quality Management Principles and Objectives

§ Quality Management is based on:– TQM (Total Quality Management) principles– EFQM Excellence Model– ISO 9001:2000 standard– CMMI (Capability Maturity Model Integrated) maturity model

§ The following quality objectives– Customer benefit and satisfaction– Timeliness and correctness of deliveries– Keeping the planned effort and costs,– Customer service that continues and improving the useful life-

span of the delivered information systems.


What is Quality?

Quality is attitude to do work professionally.Quality is part of everyone’s normal work.

– Everyone’s goal is high-quality software,

– BUT do we remember following means to get to thegoal:§ The need for accurate plans.§ The importance of detailed, verifiable designs.§ Early defect removal.§ Effective inspections.§ Focus on quality throughout.


TietoEnator processes

§ Unification of the processes is ongoing– Company has grown by combining numerous companies together

-> we have countless amount of processes and way of doingthings

– Some of our units use customer’s processes -> there has notbeen need for TE processes

– It is not easy to unify processes to fit for all business areas


increasingpredictability

of results

increasing projectperformance

increasing staff moraleincreasingproduct quality

increasing ability tomanage complexity

increasing visibility intoproject performance

Source: David Reo, ESI

Why CMMI?


Initial(1)

Defined(3)

Managed(2)

QuantitativelyManaged

(4)

Optimizing(5)

ProcessStandardization

ContinuousProcess

Improvement

•Requirements Management (REQM)•Project Planning (PP)•Project Monitoring and Control (PMC)•Supplier Agreement Management (SAM)•Measurement and Analysis (M&A)•Process and Product Quality Assurance (PPQA)•Configuration Management (CM)

•Requirements Development (RD)•Technical Solution (TS)•Product Integration (PI)•Verification (VER)•Validation (VAL)•Organizational Process Focus (OPF)•Organizational Process Definition (OPD)•Organization Training (OT)•Integrated Project Management (IPM) (parts in IPPD only)•Risk Management (RSKM)•Decision Analysis and Resolution (DAR)•Integrated Teaming (in IPPD only)•Integrated Supplier Management (in SS only)•Organizational Environment for Integration (in IPPD only)

•Organizational Process Performance (OPP)•Quantitative Project Management (QPM)

•Organizational Innovation andDeployment (OID)•Causal Analysis and Resolution (CAR)

Basic ProjectManagement

QuantitativeManagement


What is expected from you?

Plan and estimate what you do

Describe what you do and why

Do what you described

Document what you did

Evaluate the results

Correct problems

Improve process

Systematic

ProactiveProfessional

Repeatable

Competent

Continuous

Learning


Questions? Feedback?

[email protected]

quality and processes in tietoenatorusers.jyu.fi/~kolli/ohtu2006/matsku/quality_in_ot.pdf ·...

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