GSD Question and Answers

What is GDF ? A set of delivery practices based on our Lean principles that enables consistent global delivery excellence. What are the objectives of GDF ? 1 Deliver best-in-class Quality IT services 2 Standardize delivery processes globally 3 Execute with industry leading efficiency 4 Implement defect prevention processes. Whats the current version GDF? Whats new in it? GDF version 3.0 The new sections added are In-flight Performance management system And also enhancement to PBA charts,Advance pooling ,segmentation What are the 3 pillars of GDF? Operating system Management system Mindset behavior and capabilities What are the 5 fundamental concepts of GDF ?
The GDF is based on five fundamental concepts: 1. Segmentation Separating the reoccurring work thereby enabling identification of workload that can then be addressed through standardized operations.. 2. Pooling creating skill-based teams to enable better utilization of skills and overall resources while simultaneously reducing average service times and response times. 3. Co-location Locating all of the members of a skill-based pool in the same physical location to improve sharing, real-time problem solving, and foster an apprenticeship approach to training and skill building. 4. Continual Improvement Formalizing the review, analysis, and interpretation of operational data to identify recurring issues and opportunities for improvement. The results of these efforts are shared across pools and GDCs. 5. Standardization Incorporating all the insights from continual improvement into standard operating procedures to create well-defined service components to insure clients realize best-in-class performance across the board.

Dispatching---

Distribution of work based on nature of tickets and skill matrix

Methods of Dispatching 1) PULL ---SA informs his availability to dispatcher and dispatcher assigns the tickets 2) PUSH ---- The Dispatcher pushes the tickets to SA (incase of SEV 1 & SEV 2) Cross Accounting ----Person having access on multiple accounts and resolving tickets Three Categories of Dispatching Rules:1 Segmentation 2 Batching 3 Swing Rule Swing Rule -Based on the workload and resource availability dispatcher swings the rhythmic tickets to blue .or jazz and vice versa(swing rule will be applied when rhythm member having more than 6 and blue having more than 4 and Jazz more than 2 ) Segmentation---- Separating the reoccurring similar tickets by the dispatcher Advantage - -Enabling the identification of workload Batching ------ Grouping of the segmented tickets by the dispatcher and assigning the tickets to SA in batch(maximum 5 tickets estimated to be resolved in 1.5 hours) Advantage--The dispatcher knows the resource availability Rreduce the service and response team Hand off Rule ----When a ticket is assigned to SA and if he/she finds it difficult In trouble shooting the SA informs the TL after 10 mins of tickets assigned . TL helps in engaging the Blue/Jazz member to resolve with the help of dispatcher and dispatcher the tracks the hand off . Pooling ---creating the skill based team to enable the maximum utilization of skill and overall resource. Defect Prevention Process-- This is triggered in some of the below scenarios 1) when SA notices there are lot similar tickets reoccurring he can inform QA anytime to trigger a DPP 2) If the QA feels there is need to trigger DPP based on the analysis made against metrices

3) If there is a change failure 4) If there is a RCA triggered for a SEV 1 5) If there is a requirement from the account team There are currently 6 DPPs open 4 for backup failures on 4 servers on WESTPAC and 2 for MAXIS Disk capacity and web sphere application linux issue . Team room ----SSO MR U&I POOL 8

GDF wiki link--https://d01db034.pok.ibm.com/q_dir/qmx/em2/qk2pl.nsf/c93167bb5188060085256fea00 7bd8bb/9ae15f12e42bd13185257578006d46e4?OpenDocument&Highlight=0,gdf PBA Chart (process behaviour chart)---Its a pictorial depiction of the pool performance against the U&I 10 metrices . Delivery catalog ---- Unix teams responsibilities defined and used globally .delivery catalog is present in the GSAR(Global Solution Architecture Repositary) Capability matrixIts teams capabilities against the delivery catalog(CTAM) Fragmentation-- it is the percentage of perform and assist analysis made out of the capability matrix . (it is the percentage of work distributed across geos ) 3 types of fragmentation 1) sub-optimal works distributed across geo . eg: Sev 3 supported from India and Sev 1 supported from Australia. 2) Duplication Similar type of work done across Geos. 3) Unclear ownership If there is no clarity on the ownership of the task Idea logs Ideas provided by the pool members to improve the performance of the pool 30/60/90 days plan Any plan triggered with a time bound to improve the performance or bring quality in delivery

Continual improvement plan Any plan which need to be followed over the time for better performance and which can be used to measure the quality and productivity Waste ================================================= IntellectNot using the employes full intellectual contribution Over process- No standard process and follow different process Over production producing more than what the customer needs Transport SAs located in different locations leading to delay in engaging them Rework Different people working on the same ticket Waiting Employes waiting for access or change approval acces Inventory Storage of non-value added items Motion Extra physical and mental motion that doesnt add value What is the Lever and which are the 7 levers ? Lever is a tool/mechanism used for eliminating the wastes found . 1) 2) 3) 4) 5) 6) 7) Segmenting the work load Redistribute the work Pool the resource Fragmentation Reduce incoming work Reduce Non value added items Standardization of the Process

Auto-Track -- All the implemented DPP s are stored in a database called Autotrack . In-Flight ----Set of defined checklists when a new process/account coming to a GDF pool which can be measured. Performance management system --- Matrices defined to measure the performance of the pool and individual based on analysis made on day to day activities .