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Project Title

: Operations Process Improvement Studies at Subex Limited.

Name of Student Enrolment No Programme Code Region Code Study Centre Code Guide Name

: M. RajneeKanth : 040040482 : MP : 13 : 1301 : Mr. C K Nagendra Guptha, Asst. Prof. RVCE, Bangalore

Company Name

: M/s Subex Limited, Bangalore

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Operations Process Improvement Studies At Subex Limited

SYNOPSIS
INTRODUCTION TO ORGANIZATION: Overview Subex is a leading global provider of OSS1 solutions with a mission to empower communication service providers to achieve competitive advantage and deliver new service experiences to subscribers. In only 10 years, Subex has won a client list that includes 32 of the world's 50 largest telecommunications service providers. The company has more than 150 installations in over 60 countries. The company pioneered the strategic concept of the Revenue Operations Center (ROC) - a centralized and integrated infrastructure for end-to-end monitoring, measurement and control of the operator's revenue chain - to foster operational dexterity and hence sustained profitability. Vision Deliver Value to Excel and Lead Subex and Subexians will deliver value to all the stakeholders (customers, shareholders, Subexians and vendors) and will attain excellence and leadership through such delivery of value. We will strive to support the stakeholders in all activities related to us. We will endeavor to improve their business models and to enhance their revenues and profits. In short, we will
1

Operations Support Systems

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do our best to meet the expectations of all the stakeholders and to further their value proposition. Quality Ensuring quality in Subex is an obsession and the high quality standards set by us are achieved through a rigorous quality assurance process. Quality assurance is performed by an independent team of trained experts for each project. Subex has been following a systematic, structured, concurrent and

standardized approach to software development. The engineers at Subex are well trained in the quality processes so that they are able to adhere to the same in their projects. If need be, they will be able to adapt clients' quality processes whenever required. Quality Statement "Subexians are committed to achieve total customer satisfaction by delivering high quality products that meet the needs and expectations of our customers." We commit ourselves to adhere to quality management system requirements and to continually improve the same. PROBLEM DEFINITION: Subex wants to setup its own brand in the Telecom Domain - global market. This can be achieved by providing better Quality solutions and reduced number of customer complaints. It also depends on how fast can Subex resolve the customer complaint. OBJECTIVE: To conduct Process Improvement studies at Subex Ltd. to:
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1. Enhance on-time delivery with Best quality 2. Improve customer satisfaction index to 90% 3. Reduce errors in design by 50% every quarter LITERATURE REVIEW: HEAT:2 HEAT is a defect-tracking tool where customer can log his complaint. It automatically sends the e-mail to the concerned person who is responsible to route that particular complaint to the particular department. This tool is developed by Subex and maintained by internal team only. It was developed primarily to simplify the Bug-tracking and to handle all bug history in complex projects. MS PROJECT: Microsoft Project (MSP) is a project management software program developed and sold by Microsoft which is designed to assist project managers in developing plans, assigning resources to tasks, tracking progress, managing budgets and analyzing workloads. The application creates critical path schedules, although critical chain and event chain methodology third-party add-ons are available. Schedules can be resource leveled, and chains are visualized in a Gantt chart3. Additionally, Project can recognize different classes of users. These different classes of users can have differing access levels to projects, views, and other data.

HEAT is a Bug Tracking tool and proprietary of Subex Limited Typical chart used in Project Execution.

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Custom objects such as calendars, views, tables, filters and fields are stored in an enterprise global, which is shared by all users. EXAMPLE OF OPERATION PROCESS IMPROVEMENT: In my previous company HP, we used to have a Automated Nightly Test suite in place. Which was very effective and truly automated. Even though we didnt had any QA team to test our released, we never faced any ingrated issues or customer complaints. Automated Nightly Test suite, runs on it own at a specific time of the day. When there is a customer requirement, we write new code and put the code into clearcase. And related Testcases also we keep in the clearcase. SPECIFIC AREA OF IMPROVEMENT IS PLANNED: As subex objective is to bring 90-95% Quality and zero customer complaints, company is planning to deploy this Test suite in the area of Delivery Process. As this area is very crucial for any product development company. AUTOMATED NIGHTLY TEST SUITE: This suite is used to do regression testing on the solution, which Subex has delivered to the customer. The whole suite executes all the listed test cases over night. Once the process completes it gives a report saying, which test cases are passed and which are failed. DATA COLLECTION: 1. Feature wise customer complaints will be collected by HEAT. 2. Project scheduling, resource allocation, control and monitoring, data of the study project generated from MS project. 3. Automated Nightly Test Suite of the study project
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DATA ANALYSIS: CONCLUSION: LIMITATIONS OF THE STUDY: FUTURE SCOPE:

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