Global Delivery Framework of Operating Systems and Defect Prevention Process

 Operating Systems include

1. Value of Delivery Catalog
2. Document SLAs and tools
3. Administrative and Ticketing, functional systems
4. Operational Accountability Model has 4 classifications 
1.  Shared Service Delivery
2. Full Service Delivery
3. Virtual Teams
4. Out- Tasking
5. Fragmentation has 4 process types that impact pool's efficiency
1. Sub Optimal allocation of activities
2.  Duplication of activities by sending Geo and data collections
3. Gaps between providing service lines
4. unclear ownerships  as perform and assist

Operating Systems - Defect Prevention Process and Overview

1. Systematic and proactive approach to improve production and quality
2. Reducing defects and defects quality and production issues and instances of defects
3. Global clearing house to manage knowledge management
4. The core objective is Delivery Excellence

Defect Types are:

1. High volume defects including incidents, calls and frequency
2. High Impacting defects including failed change requests,  major outages and severity 1 and 2 tickets
3. Latent (Residual) defects - existing one with less impact and use of auto tracking tools

Defect Prevention Lifecycle includes

1.  Identify-  Defect categorization
1. Failure class
2. Symptoms
3. Cause 
2.  Analyze  
1. The causes
2. Pareto analysis 80:20
3. Fishbone diagram
4. Process Behavior Analysis using 5 why analysis
3. Solutioning
1. Permanent fixes with time and cost
2. Work arounds
4. Implementation
5. Validate and Test
6. Share

Defect Prevention Process Metrics:

1. Number of defects- Open, on going, closed, known
2. RCA ongoing or completed
3. solution implemented - closed on with or without solution
4. Defect Prevention process includes
1. Defect aggregation
2. Defect trend analysis and accounting
3. Potential investigation and proactive investigation
4. Resolving issues
5. RCA approval and submission
5. Performance Management System
1. Metrics - weekly, monthly, daily No. of PCRs - RED, Amber and Green RAG status
2. Visual communication using visual boards and dashboards
3. Performance dialogue
6. Monthly metrics include
1. Projects closed out of budget/ schedule
2. PM hours vs Project Hours for normalized projects
3. Visual boards with 
1. values - accurate, no funding of data , achievements, clear, precise, needed info
2. projected highlights and low lights
4. Performance dialogues
1. Daily Morning Hurdles - DMH
2. Weekly cadence meetings 
3. PBA reviews
4. Exceptions meetings
5. New Metrics meetings etc