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IT Industrialization Part 4
- 1. Siemens IT Solutions and Services
IT Industrialization and beyond –
How we work together
- Part IV -
Copyright © Siemens AG 2010. All rights reserved.
Page 1 June-10 Siemens IT Solutions and Services
- 2. How we work together – Index
1 Our Offerings
2 Our Promise
3 Contact
Copyright © Siemens AG 2010. All rights reserved.
Page 2 June-10 Siemens IT Solutions and Services
- 3. 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.
Engagement Transition Optimization, Transfor-
mation and Innovation
Tools used to identify and Tools used to take over Tools to incrementally and
evaluate customer systems services from our customers radically transform
Value Comparison operations
Assessment Transition methodology Automation
Software Lifecycle Knowledge preservation Resource Pooling
Management workshop Standardization
Camel Test Global Sourcing
Value comparison Innovation & Continuous
Assessment Improvement
Copyright © Siemens AG 2010. All rights reserved.
Page 3 June-10 Siemens IT Solutions and Services
- 4. Consulting Tools & Processes
Value Impact
Engagement Transition Optimization, Transformation
and Innovation
Resource Pooling
Value Comparison
Visit to GPC Assessment Knowledge preservation Standardization
workshop
Customer Innovation
Transformation Intercultural Collaboration
Workshops
AM Readiness
Check Transition Methodology
Software Lifecycle Offshoring Compliance
Management Automatization
Camel Test
Add-On Services size of shape reflect cost of investment.
Basic services
Transformational
Engagement & Transition Operational Service Business Journey
Transformation Transformation Transformation
Copyright © Siemens AG 2010. All rights reserved.
Page 4 June-10 Siemens IT Solutions and Services
- 5. 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
Copyright © Siemens AG 2010. All rights reserved.
Page 5 June-10 Siemens IT Solutions and Services
- 6. 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
Copyright © Siemens AG 2010. All rights reserved.
Page 6 June-10 Siemens IT Solutions and Services
- 7. Single Global Ticket Tool
Standardization
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
Ticket Tool OSD
Copyright © Siemens AG 2010. All rights reserved.
Page 7 June-10 Siemens IT Solutions and Services
- 8. 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
Copyright © Siemens AG 2010. All rights reserved.
Page 8 June-10 Siemens IT Solutions and Services
- 9. Incident Resolution: An Example
Standardization
Error characteristics:
Error Ticket
Assembly line A
Program affected: SN01223434
Program error at event 12-2
Error Correction Sites affected: Assembly lines B,C
Correlation with past errors:
Similar to 240 errors
Analysis (60% similarity)
Highly similar to 40 errors
(90% similarity)
Investigation
Problem resolution Adaptation of program
for easier usability
Training Employees
Problem resolved
Copyright © Siemens AG 2010. All rights reserved.
Page 9 June-10 Siemens IT Solutions and Services
- 10. 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
Performance Management
Copyright © Siemens AG 2010. All rights reserved.
Page 10 June-10 Siemens IT Solutions and Services
- 11. Project Management Support
Performance & 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
Copyright © Siemens AG 2010. All rights reserved.
Page 11 June-10 Siemens IT Solutions and Services
- 12. Six Sigma & Lean Management
Performance & Quality Management
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
Quality Standards
Copyright © Siemens AG 2010. All rights reserved.
Page 12 June-10 Siemens IT Solutions and Services
- 13. Expert Systems
Knowledge Management
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
Cultivating Expertise
Copyright © Siemens AG 2010. All rights reserved.
Page 13 June-10 Siemens IT Solutions and Services
- 14. Intelligence
Intelligence & Innovation
Correlation of every incident with past errors
Investigation for recurring incidents
Identification how the underlying issue can be resolved
Automated analysis of incidents
Recurrence
Intelligence
Copyright © Siemens AG 2010. All rights reserved.
Page 14 June-10 Siemens IT Solutions and Services
- 15. Innovation
Intelligence & 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
Copyright © Siemens AG 2010. All rights reserved.
Page 15 June-10 Siemens IT Solutions and Services
- 16. Innovation Framework
Intelligence & 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.
Innovation
Copyright © Siemens AG 2010. All rights reserved.
Page 16 June-10 Siemens IT Solutions and Services
- 17. Industrialization and beyond
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”.
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
Copyright © Siemens AG 2010. All rights reserved.
Page 17 June-10 Siemens IT Solutions and Services
- 18. You want to know more? Just contact:
Andreas Degenhardt
Head of Global Application Management
Siemens AG
Siemens IT Solutions and Services
Otto-Hahn-Ring 6
81739 Munich
Germany
Phone: +49 (89) 636-46500
andreas.degenhardt@siemens.com
www.twitter.com/applicationmngt
Copyright © Siemens AG 2010. All rights reserved.
Page 18 June-10 Siemens IT Solutions and Services