quality and processes in tietoenatorusers.jyu.fi/~kolli/ohtu2006/matsku/quality_in_ot.pdf ·...
TRANSCRIPT
![Page 1: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/1.jpg)
TietoEnator –yritysesittely Page 1Copyright © 2005 TietoEnator Corporation24.4.2006
Quality and processes inTietoEnator
Hilkka Heikkilä24.4.2006
![Page 2: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/2.jpg)
TietoEnator –yritysesittely Page 2Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 3: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/3.jpg)
TietoEnator –yritysesittely Page 3Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 4: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/4.jpg)
TietoEnator –yritysesittely Page 4Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 5: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/5.jpg)
TietoEnator –yritysesittely Page 5Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 6: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/6.jpg)
TietoEnator –yritysesittely Page 6Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 7: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/7.jpg)
TietoEnator –yritysesittely Page 7Copyright © 2005 TietoEnator Corporation24.4.2006
TietoEnator business structure
![Page 8: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/8.jpg)
TietoEnator –yritysesittely Page 8Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 9: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/9.jpg)
TietoEnator –yritysesittely Page 9Copyright © 2005 TietoEnator Corporation24.4.2006
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.
![Page 10: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/10.jpg)
TietoEnator –yritysesittely Page 10Copyright © 2005 TietoEnator Corporation24.4.2006
Working with the full telecom value chain
![Page 11: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/11.jpg)
TietoEnator –yritysesittely Page 11Copyright © 2005 TietoEnator Corporation24.4.2006
Facts
§ TietoEnator has close to 4500employees working for telecomand media customers.
§ We have operations in 13European countries and asubsidiary in China.
![Page 12: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/12.jpg)
TietoEnator –yritysesittely Page 12Copyright © 2005 TietoEnator Corporation24.4.2006
Key offering areas
Offerings for telecom equipment manufacturers,the automotive industry and the defence sector
Offerings for telecom operators
Offerings for media industry
![Page 13: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/13.jpg)
TietoEnator –yritysesittely Page 13Copyright © 2005 TietoEnator Corporation24.4.2006
Our major customers§ Ericsson§ TeliaSonera§ Nokia§ Alcatel§ Siemens§ EU Commission§ YLE§ Telenor§ Arcor§ Saab AB§ Cesky Telekom§ Lietuvos Telekomas§ SanomaWSOY§ Nortel§ Elisa (Communications)§ Bosch
![Page 14: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/14.jpg)
TietoEnator –yritysesittely Page 14Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 15: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/15.jpg)
TietoEnator –yritysesittely Page 15Copyright © 2005 TietoEnator Corporation24.4.2006
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§ ...
![Page 16: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/16.jpg)
TietoEnator –yritysesittely Page 16Copyright © 2005 TietoEnator Corporation24.4.2006
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,...)
![Page 17: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/17.jpg)
TietoEnator –yritysesittely Page 17Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 18: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/18.jpg)
TietoEnator –yritysesittely Page 18Copyright © 2005 TietoEnator Corporation24.4.2006
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.
![Page 19: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/19.jpg)
TietoEnator –yritysesittely Page 19Copyright © 2005 TietoEnator Corporation24.4.2006
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.
![Page 20: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/20.jpg)
TietoEnator –yritysesittely Page 20Copyright © 2005 TietoEnator Corporation24.4.2006
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.
![Page 21: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/21.jpg)
TietoEnator –yritysesittely Page 21Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 22: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/22.jpg)
TietoEnator –yritysesittely Page 22Copyright © 2005 TietoEnator Corporation2006-03-23
CMMI
![Page 23: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/23.jpg)
TietoEnator –yritysesittely Page 23Copyright © 2005 TietoEnator Corporation24.4.2006
increasingpredictability
of results
increasing projectperformance
increasing staff moraleincreasingproduct quality
increasing ability tomanage complexity
increasing visibility intoproject performance
Source: David Reo, ESI
Why CMMI?
![Page 24: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/24.jpg)
TietoEnator –yritysesittely Page 24Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 25: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/25.jpg)
TietoEnator –yritysesittely Page 25Copyright © 2005 TietoEnator Corporation24.4.2006
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
![Page 26: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/26.jpg)
TietoEnator –yritysesittely Page 26Copyright © 2005 TietoEnator Corporation24.4.2006
Questions? Feedback?
![Page 27: Quality and processes in TietoEnatorusers.jyu.fi/~kolli/OHTU2006/matsku/Quality_in_OT.pdf · 2006-04-25 · § Cesky Telekom § Lietuvos Telekomas § SanomaWSOY § Nortel § Elisa](https://reader036.vdocuments.mx/reader036/viewer/2022081407/5f1bc7e854212b313e140349/html5/thumbnails/27.jpg)
TietoEnator –yritysesittely Page 27Copyright © 2005 TietoEnator Corporation24.4.2006