MSS Software Deployment Procedure Manual

TITLE: MSS Software Deployment Procedure Manual

Description: This procedure manual contains guidelines and requirements for project management processes as they are performed by the Technical Implementation Leads on the EDS-BellSouth account in the Midrange Software Services (MSS) Software Deployment organization. The MSS Software Deployment team is comprised of Technical Implementation Leads (TIL's) performing Project Planning and Project Management Services for internal EDS MSS projects.

IPSM8000 Parent Document: IPSM1000

Page 1 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual TABLE OF CONTENTS TITLE: I. A. B. C. D. E. F. G. H. I. II. A. MSS SOFTWARE DEPLOYMENT PROCEDURE MANUAL ........................................................ 1

INTRODUCTION ............................................................................................................................................ 2 PURPOSE AND SCOPE ......................................................................................................................................... 2 RELATIONSHIP TO OTHER STANDARDS .............................................................................................................. 3 CROSS-REFERENCED DOCUMENT ...................................................................................................................... 3 CONTROL OF QUALITY RECORDS ....................................................................................................................... 4 RESPONSIBILITY ................................................................................................................................................. 5 DEVIATION PROCEDURES ................................................................................................................................... 5 TRAINING ........................................................................................................................................................... 6 A. COACHING GUIDELINES PROCEDURES .................................................................................................... 6 MEASUREMENTS ................................................................................................................................................ 6 CUSTOMER SATISFACTION ................................................................................................................................. 6 TECHNICAL IMPLEMENTATION METHODOLOGY OVERVIEW.................................................... 7 OVERVIEW: ........................................................................................................................................................ 7 A. INPUTS TO THE PROCESS .......................................................................................................................... 7 B. OUTPUTS FROM THE PROCESS ................................................................................................................. 7 INITIATION ......................................................................................................................................................... 7 A. PROCESS INITIATION ................................................................................................................................ 7 B. PROJECT APPROVAL ................................................................................................................................ 7 PROJECT DOCUMENTATION ............................................................................................................................... 8 PROJECT REPOSITORY ........................................................................................................................................ 8 PROJECT STATUS ............................................................................................................................................... 8 CANCELED / SUSPENDED PROJECTS ................................................................................................................... 8 MEASUREMENT, ANALYSIS AND IMPROVEMENT................................................................................................ 8 MSS SOFTWARE DEPLOYMENT PROJECT MANAGEMENT METHODOLOGY .......................... 8 INTRODUCTION .................................................................................................................................................. 8 STAGE 1 - INITIATING ......................................................................................................................................... 8 STAGE 2 PLANNING ......................................................................................................................................... 9 STAGE 3 EXECUTING..................................................................................................................................... 10 STAGE 4 - CONTROLLING ................................................................................................................................ 10 STAGE 5 CLOSE-DOWN ................................................................................................................................. 10 DOCUMENTATION CONTROL ................................................................................................................ 10 REVIEW AND APPROVAL (REVISIONS).............................................................................................................. 10 CORRECTIVE AND PREVENTIVE ACTION .......................................................................................................... 11 DOCUMENTATION CONTROL OF ONLINE REPOSITORY ..................................................................................... 11 AMENDMENT HISTORY ........................................................................................................................... 12

B.

C. D. E. F. G. III. A. B. C. D. E. F. IV. A. B. C. V.

I.

INTRODUCTION A. Purpose and Scope

IPSM8000 Parent Document: IPSM1000

Page 2 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual The purpose of the MSS (MSS) Software Deployment Organization is to assist MSS in the deployment of change to our server environment through the use of sound project management practices. The scope of the Software Deployment Organization is to provide MSS integration for EDS - BellSouth account initiatives.

B. Relationship to Other Standards This manual is part of the EDS-BellSouth account Quality Management System (QMS). C. Cross-Referenced Document Other key documents referenced within this procedure are summarized in the following cross-reference table. DOCUMENT NAME MSS Procedure Manual Project Charter Risk Management Plan Issues Log Communication Plan Project Contact Information (Team Roster) Status Report Post-Project Review Close-Down/Canceled Report Deviation Form Customer Satisfaction Questionnaire LOCATION EDOC EDOC EDOC EDOC EDOC EDOC EDOC EDOC EDOC EDOC EDOC

IPSM8000 Parent Document: IPSM1000

Page 3 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual

D. Control of Quality Records Quality records generated from this procedure are summarized as follows: RECORD NAME/ DESCRIPTION Project Charter LOCATION or SOURCE (contact for record location) EDOC PROTECTION DISPOSITION RETENTION

Project Checklist

EDOC

Risk Management Plan

EDOC

Issues Log

EDOC

Communication Plan

EDOC

Project Contact Information (Team Roster)

EDOC

Status Report

EDOC

Post-Project Review

EDOC

Close-Down/Canceled Report

EDOC

Customer Satisfaction Questionnaire

EDOC

Doc Owner maintains backup copy Doc Owner maintains backup copy Doc Owner maintains backup copy Doc Owner maintains backup copy Doc Owner maintains backup copy Doc Owner maintains backup copy Doc Owner maintains backup copy Doc Owner maintains backup copy Doc Owner maintains backup copy Doc Owner maintains backup copy

Deleted from MSS PM Website Deleted from MSS PM Website Deleted from MSS PM Website Deleted from MSS PM Website Deleted from MSS PM Website Deleted from MSS PM Website Deleted from MSS PM Website Deleted from MSS PM Website Deleted from MSS PM Website Deleted from MSS PM Website

As determined by the tool As determined by the tool As determined by the tool As determined by the tool As determined by the tool As determined by the tool As determined by the tool As determined by the tool As determined by the tool As determined by the tool

IPSM8000 Parent Document: IPSM1000

Page 4 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual

E. Responsibility All Technical Implementation Leads (TILs) have an obligation to adhere to the procedures described in this manual and to protect the integrity of the process in general. Specific responsibilities by role/title are as follows: Role Title Manager Responsibilities Provide project planning subject matter expertise and direction to TILs Assist TILs with project management tools Provide project direction and project management expertise to the TIL and the team through coaching Ensure TILs are following documented project procedures Provide documented feedback on progress to TIL or Project Sponsor, if requested Single point of contact for work efforts Coordination of work effort related activities Interface to the EDS units and BellSouth Transport organization for the work effort Conflict resolution Customer advocate Work effort champion Complete the effort on time and according to specifications Work effort administration Utilize resources to maximize productivity Archivist of records generated Conform to and help improve procedures Single point of contact for the entire project when designated as lead Primary interface between the project team, the account, and customer Interfaces with the EDS units / organization for the project Holds necessary meetings, sets agendas, and ensures minutes are taken and distributed Monitors schedule and project plan to ensure completion Focal point for issue resolution Coordination of project-related activities Complete the project on time and according to specifications Utilize resources to maximize productivity Provide feedback to team members and their direct leaders Record and document administration Project administration Conflict resolution Handle complaints and escalations Conform to and help improve processes

Technical Implementation Lead

IPSM8000 Parent Document: IPSM1000

Page 5 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual

F. Training Job skills and courses recommended for TIL career progression can be found in curricula listed in the training repository. It is the responsibility of the leader and the employee to ensure that training has been completed, progress of the training is maintained and evidence of completion is recorded.
a. Coaching Guidelines Procedures

When an EDS MSS System Controls (Software Deployment) Organization team member enters the Technical Implementation Lead team, they will receive coaching from an experienced team member. The leader will assign the Coach for the Candidate and the appropriate curriculum will be utilized. The Coach will advise the leader when the coaching period is complete. G. Measurements See each documented procedure for specific measurements against project deliverables as described in the Project Charter. H. Customer Satisfaction Feedback may be received from the customer in a variety of ways, including voice mail, e-mail, project meeting, CAR Case, or the Customer Satisfaction Questionnaire. The TIL should strive to address issues to the best of their ability and to the satisfaction of the customer. If difficulties should occur, the Technical Implementation Lead will escalate the issue to their leader.

IPSM8000 Parent Document: IPSM1000

Page 6 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual Technical Implementation MethodOLOGY overview A. Overview: This process is a collection of principles, practices and procedures for management of projects. It is based on the standard five stages of project management: Initiating, Planning, Executing, Controlling, and CloseDown. Although these stages are somewhat chronological, they are not strictly sequential. See proposed MSS - Technical Implementation Process Site (TIPS). a. Inputs to the Process Any of the following could initiate a project: EDS Security EDS Corporate directions EDS-BellSouth Midrange Organizations request Outputs from other Midrange projects b. Outputs from the Process Approved Project Initiative Request Project Plans Issues log Scope Risk assessment Communications plan Change records Report Request Meeting minutes New standards Close down Lessons learned Customer Satisfaction Questionnaire Final CSA report card

B. Initiation a. Process Initiation Requests for support are submitted to the manager of MSS Software Deployment via e-mail or by phone. The Manager may request additional detail about the nature of the request before approval and assignment of a TIL.

b.

Project Approval Project requests are evaluated and approved by the manager of the MSS Software Deployment Organization. Once a project has been approved the manager assigns a TIL to the initiative

IPSM8000 Parent Document: IPSM1000

Page 7 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual C. Project Documentation The MSS Software Deployment Organization utilizes standardized documentation and checklists, as needed, to facilitate the consistent delivery of the projects. D. Project Repository The EDS Midrange Software Deployment web site is the current on-line repository located at http://mss.bst.bls.com/PM/hqpm.asp. Relevant project documentation is stored and available to all EDS project team members. E. Project Status Updates to the EDS Midrange Software Deployment website are updated weekly. Project reports are disseminated by the TIL per the project plan. The individual project reports are kept as part of the project and stored as "additional Information" on the web server. F. Canceled / Suspended Projects If a project is canceled or suspended, the documents and information gathered to that point will be captured and kept as part of the project record on the Software Deployment website and the status will be changed to Canceled or Suspended. G. Measurement, Analysis and Improvement Measurements are derived from multiple sources of data and distributed by the TIL. Analysis of projects by the project team members are performed using a post project review to capture and communicate the overall management of the project, lessons learned, and customer satisfaction. Measurements and analysis data will be used to improve the processes and methodology in the execution of future projects. II. MSS SOFTWARE DEPLOYMENT PROJECT MANAGEMENT METHODOLOGY A. Introduction A project is any effort that has a plan and deliverables with scheduled commitments, and resource requirements. A project methodology is the system of principles, practices and procedures describing what needs to be done to successfully implement the requirements of the project. B. Stage 1 - Initiating During this stage, the TIL establishes the overall requirements, objectives and resources for the project. Initial project requirements and objectives are documented and the project team is identified. The following activities are performed during this stage: Receive Project request and create draft of Project Charter. Page 8 of 12 Version 2

IPSM8000 Parent Document: IPSM1000

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual Meet with project sponsor and review request, identify Subject Mater Expert (SME), review scope and deliverables. Subject Matter Expert (SME) to develop description of effort, includes high level implementation, test and blackout plans to be used to communicate the change activities required to accomplish the deliverables. Also define / confirm measurement criteria for MIR report request. Review project charter with the sponsor to confirm understanding of request and objectives of the Project Charter: Problem/Opportunity Statement, Project Scope, Project Objectives, Project Assumptions, Deliverables and Estimated Project Duration.

C. Stage 2 Planning During this stage, a project plan is developed to ensure that all objectives are met. This plan defines the activities to be performed and identifies which resource will be responsible for performing the tasks. Meet with each MSS manager to review the request and gain consensus agreement on the following sections of the Project Charter: Problem/Opportunity Statement, Project Scope, Project Objectives, Project Assumptions, Deliverables and Estimated Project Duration / Due Dates. Create a project on the Software Deployment web site. Make request to have a project report created in MIR. Schedule meeting with the Project Sponsor to review: o Project Charter, implementation, test and blackout plans and any other relevant performance documentation Project Objectives: The Project Charter provides a means to document the specific objectives outlined by the project sponsor and captured in the project scope section of the Project Charter. The Objectives should define the activities to be performed identifies which groups and resource will be responsible for performing the tasks in this section of the Project Charter. Assumptions: The Project Charter provides a means to document assumptions that the TIL should consider as the starting point for project planning. Include any evidence that supports the assumption in the assumptions section of the Project Charter.

Communications Plan Including escalation steps.

Issues Log: Items that are a point of controversy, debate, uncertainty, or concern can be documented as issues on the Issues form. Risk Management Plan A risk assessment should be completed and all risk items should be documented on the Risk Management Plan. Each documented quantitative and qualitative risk includes the risk description, related consequences and occurrence.

Information gathered from the assumptions, issues, project team, and through other sources may require that the project scope as described in the Project charter be altered. These changes could occur at any phase IPSM8000 Parent Document: IPSM1000 Page 9 of 12 Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual throughout the project. Each proposed change should be reviewed with the sponsor and stakeholders as necessary. Changes in the project charter will be documented and the revised project charter will be posted to the website. D. Stage 3 Executing During this stage, the kickoff meeting is held to familiarize the participants of the project with the projects goals, deliverables, project responsibilities, and scope. The Project Team carries out the tasks as specified in the project plan. The TIL and team members direct, monitor, adjust, document and control changes to the executed tasks to ensure compliance. The TIL, Project Sponsor, and the customer(s) work together to monitor project progress to and identify deviation from the plan. E. Stage 4 - Controlling During this stage, the TIL manages and controls the project using Project Scope management, Scope, Communications and Performance reporting, Time Management (Schedule) of the tasks as specified in the project plan. The TIL and team members direct, monitor, adjust, document and control changes to the executed tasks to ensure compliance. The TIL, Project Sponsor, and the customer(s) work together to mitigate deviation from the project plan. F. Stage 5 Close-Down During this stage, the TIL begins to halt the operation of the project in an orderly, controlled manner. The TIL documents follow-up activities and organizes a post-project review to identify areas for improvement and lessons learned. The TIL will provide feedback to the direct leader (s) of the project team members for employee recognition. Once the project has been successfully closed down, the TIL changes the status in the project web site to closed. III. DOCUMENTATION CONTROL A. Review and Approval (Revisions) The Project Management Organization owns the EDS-BellSouth Project Management Procedure Manual and all subordinate documents. Keeping the documentation current is the responsibility of all employees within the organization. The Document Review Team (DRT) authorizes all changes to the EDS-BellSouth Project Management Procedure Manual and all subordinate documents. The DRT will be listed as the Document Reviewer for all documents. The DRT is made up of, at a minimum, representation from each work function within the project management organization along with the QSC. The membership of the team is indicated in the DRT meeting minutes. The QSC will ensure that facilitation of the DRT meeting is performed and meeting IPSM8000 Parent Document: IPSM1000 Page 10 of 12 Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual minutes are published. Minutes are published and kept on the TIL WEB site as Document Review Team Meeting Minutes. The QSC will send notification of revisions to the entire Project Management Organization via email. A brief description of the changes will be included in the e-mail. This email is stored on the shared server in the Email Notifications directory on the Project Management shared server. B. Corrective and Preventive Action The Software Deployment CAR Inbox is named CAR_MIDRANGE. This Inbox will be used for the purposes outlined in the QMS Corrective and Preventive Action Procedure Manual. C. Documentation Control of Online Repository EDMS: All documents are located at http://edoc.bst.bls.com. The documents are protected with the EDMS wizard supplied controls. Any member of the DRT can be an Author to the documents.

IPSM8000 Parent Document: IPSM1000

Page 11 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use

MSS Software Deployment Procedure Manual IV. AMENDMENT HISTORY Version 2.0 1.0 Date 06/06/2005 02/11/2004 Revision Description Removed strike through / strike out items. Initial Issuance

IPSM8000 Parent Document: IPSM1000

Page 12 of 12

Version 2

PRIVATE/PROPRIETARY/SECURE Contains Private and/or Proprietary Information. May Not Be Used Or Disclosed Outside The BellSouth Companies Except Pursuant To A Written Agreement. Must Be Securely Stored When Not In Use