Organizational Standard Processes

Decision Analysis and Resolution Procedure

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LW_DAR_D00 1_1.1 Issue Date: 03-Jun-11

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Organizational Standard Processes

Decision Analysis and Resolution Procedure
Amendment Summary Sl. No. Doc. No. Rev. No. & Date Reason for change

LW_DAR_D00 1_1.1 Issue Date: 03-Jun-11

QA Manual

Organizational Standard Processes

Decision Analysis and Resolution Procedure
TABLE OF CONTENTS S.NO 1 2 3 4 5 Procedure Resources and RACI Matrix Organizational Guidelines for cluster specific activities List of templates to be used for the process References to other processes DESCRIPTION

LW_DAR_D00 1_1.1 Issue Date: 03-Jun-11

PAGE NO.

M Master copy C Controlled copy

QA Manual

Organizational Standard Processes

Decision Analysis and Resolution Procedure
1.0 PURPOSE

LW_DAR_D00 1_1.1 Issue Date: 03-Jun-11

The purpose of this document is to define a procedure to analyze possible decisions using a formal evaluation process that evaluates alternatives against criteria.

2.0 DAR Procedure

2.1 Guidelines for using this procedure: Decision is related with high impact risks Decision affect the ability to achieve project objectives Following DAR is cost benefit Wrong decision would cause schedule delays Necessity of formalized decision making as per legal requirement/part of service agreement

Both numeric and non numeric criteria can be used in a formal evaluation process. Evaluation process may vary in formality, type of criteria and methods employed depending on the impact of the right decision on the current problems. 2.2 Potential areas for DAR: The following are the potential areas for application of DAR at Laserwords: 1. 2. 3. 4. 5. 6. 7. Purchase of servers Selection of configuration of hardware (Desktops, Lap tops, Printers etc) Selection of vendors for hardware Selection of External trainers Selection of design for development of new tools/software Selection of workflow for complex / non standard inputs Make or Buy decisions for services for which we dont have capacity/ capability. 8. Selection of vendors for services outsourced 2.3 Guidelines to establish Evaluation criteria: Evaluation criteria vary from case to case depending on the type of decision needed. Evaluation criteria should be traceable to requirements, business objectives, business case assumptions etc. Typical criteria for evaluation may be o Technical Capability to meet requirements o Capability to meet cost and delivery requirements o Risk involved with a particular decision o Warranty/ after sale services provided o Accessability o Previous experience in offering similar services o Infra structure available An exhaustive list of probable evaluation criteria is prepared by arranging for a Brainstorming session involving all relevant stake holders.

Organizational Standard Processes

Decision Analysis and Resolution Procedure

LW_DAR_D00 1_1.1 Issue Date: 03-Jun-11

The ranking of the evaluation criteria is done by the same team by debating the impact of the criteria on finding the right solution and the final list of criteria is approved by the team. Select the criteria and document the reasons for selecting/not selecting certain evaluation criteria. The weight age for each criteria is decided by the team. The criteria for assigning a rating in the scale 1-5 to a particular solution is also prepared by the team. Also the criteria for selecting the solution after evaluating the alternate solutions need to be fixed. (eg. Top most shall be selected, top 5 will be selected, the ones above a particular cut off will be selected etc.)

2.4 Guidelines to Identify Alternate solutions: Perform a literature search to identify the potential list of alternate solutions. Arrange for a brainstorming session including stake holders with diverse skills and background. Keeping the findings from the literature study as the input, the team will brainstorm and shortlist the list of alternate solutions, one of which, according to the team, will offer the best solution.

2.5 Guidelines to select Evaluation Methods:

Following data is available at this stage: 1. List of Evaluation Criteria 2. The weightage for each criteria 3. The criteria for assigning a rating of 1-5 to each solution for a particular evaluation criteria. Evaluation method is the process of giving the rating to each solution for a particular evaluation criteria. Following are some of the evaluation methods that may be used at LW and the Cluster Head should use one or more of these techniques as evaluation method: 1. Brainstorming and voting by consensus 2. Judgment provided by an expert or group of experts 3. User review and comments 4. Studies and surveys already available 5. Extrapolation based on field experience/prototypes/past experience Cluster Head shall ensure that evaluation methods are based on their ability to focus on the issues at hand, without being influenced by side issues.

2.5. Guidelines to evaluate alternatives: Evaluate proposed alternate solutions using the established evaluation criteria and selected methods, by assigning the ratings for individual criteria to alternate solutions and arrive at the overall final rating.

2.6. Guidelines to select solutions:

Organizational Standard Processes

Decision Analysis and Resolution Procedure

LW_DAR_D00 1_1.1 Issue Date: 03-Jun-11

After the evaluation of alternative solutions is completed, the solution is selected by applying the criteria defined for selecting the solution. Assess the risks associated with the selected solution and give the final recommendation.

Each Cluster Leader will define the potential areas where DAR is applicable and define all the criteria as per the above guidelines in the Cluster DAR Plan. The actual data are entered in the Excel format DAR Report.

2.0 RDM R & RACI for requirements flowing from the MSA but not pertaining to a
specific service request or group thereof Accountable Consulted Sl. no Responsible Informed EGH EGH EGH EGH EHG EGH

Step in Procedure

Resources

Define categories and sub 1 categories for service incidents Define severity, priority, escalation and timeline Report incidents Analyse incidents Close incidents Validate closed incidents Analyse selected incidents Vidha tool QA Head Developer CLs, TLs

2 3 4 5 6

Vidha tool Vidha tool Vidha tool Vidha tool, CP05 template Vidha tool

QA Head CL Reporting CL Receiving CL Receiving CL Reporting QA Head

Developer TL Reporting CL Receiving CL Receiving CL Reporting

CLs, TLs

CL/TL Reporting CL/TL Reporting TL Reporting CLs

Vidha tool

TL QA

(Receiving & Reporting)

3.0 RDM Organizational guidelines for cluster wok:

There is organizational guidelines for cluster specific work. Any specific requirements for the cluster has to be addressed through tailoring guidelines

Organizational Standard Processes

Decision Analysis and Resolution Procedure

LW_DAR_D00 1_1.1 Issue Date: 03-Jun-11

4.0 List of templates to be used: 4.1 Vidha tool 4.2 CP05 5.0 Reference to other Process Areas: 1. Service Delivery