Wave 2: Process 5.15

1
Network Operations Management

• Wave 2 Process 5.15
• DMAIC Lite

2
Flowchart
3
Flowchart
4
Process Control System
5
Define

• Link between Q measures and district KPIs
• In order to meet the Districts strategic
  objectives of providing for the availability of
  its data, the network resources must be at or
  near 100 available.
• The network infrastructure, supporting electronic
  components, WAN/LAN links, servers, and computers
  must be operating at peak performance, with
  services available when called upon.
• District KPI 2.4 Technology for Effectiveness
  and Efficiency
• Support Strategic Plan Objectives 5.3.1,
  5.3.5, 5.3.6, 5.3.8 , 5.3.9
• Theme Statement
• Increase system uptime of network resources and
  improve customer satisfaction with network
  resource accessibility and use.

6
Measure

• Potential Problem Areas
• P1 Distinguishing between business and
  non-business hours for access/availability/support
  
• P2 Unforeseen equipment/services failures
• P3 Procedures/Processes/Standards are
  consistently utilized by all sites
• P4 Services provided by 3rd parties
• P6 Customer Satisfaction
• Most Significant Problem
• P2 Equipment/Services Failures
• Maintaining 100 availability of equipment
• Maintaining 100 availability to network paths
• Provide redundancy/failover to specific critical
  core equipment
• Provide redundancy/failover of network paths

7
Analyze

• Potential Causes of the Selected Problem
• Equipment failure
• 3rd Party Services Failure
• Improper Equipment Installation
• Software/Apps/IOS Configuration Errors
• User Error
• Approach to Select Root Cause
• Equipment failure NOC Monitoring HEAT
  tickets
• 3rd Party Services Failures NOC Monitoring
  HEAT tickets
• Improper Installation Troubleshoot Documented
  P/P/S
• Configuration Errors Troubleshoot, Vendor
  Support P/P/S
• User Error HEAT tickets

8
Analyze
3rd Party Provided Services Internet Bandwidth
Monitoring
9
Improve

• Countermeasures
• Redundant / Failover of equipment and data paths
• Implementing SLAs w/ 3rd party providers
• Training on use of and access to documented
  Procedures/Processes/Standards
• Follow / review documented P/P/S
• Vendor Maintenance Agreements
• Countermeasure Scoring
• Countermeasure
  Effectiveness Feasibility
  Overall Take Action?
• Redundant/Failover
  5 4
  20 YES
• Training on P/P/S 4
  4 16 YES
• Implementing SLA's
  5 3
  15 YES
• Follow/review P/P/S
  4 4 16 YES
• Vendor Maintenance Agreements
  5 3 15
  YES

10
Improve Action Plan
IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN IMPROVE STEP ACTION PLAN
Root Cause Root Cause Equipment/Services Failures Equipment/Services Failures Equipment/Services Failures Equipment/Services Failures Equipment/Services Failures Equipment/Services Failures   Date June 1, 2008 June 1, 2008 June 1, 2008 June 1, 2008 June 1, 2008  
Countermeasure Countermeasure Redundant/Failover of Equipment/Services Redundant/Failover of Equipment/Services Redundant/Failover of Equipment/Services Redundant/Failover of Equipment/Services Redundant/Failover of Equipment/Services Redundant/Failover of Equipment/Services Redundant/Failover of Equipment/Services Owner Bob Burns Bob Burns Bob Burns Bob Burns Bob Burns  
                               
                               
Task Timeline Timeline Timeline Timeline Timeline Timeline Timeline Timeline Timeline Timeline Timeline Timeline Comments Comments
Task June July Aug. Sept. Oct. Nov. Dec. Jan. Feb. Mar. Apr. May Comments Comments
1 Redundant/Failover                         On-going, limited On-going, limited
2 Training on P/P/S                         On-going On-going
3 Follow/Review P/P/S                         On-going On-going
4 Implementing SLA's                         On-going, limited On-going, limited
5 Maint. Agreements                         On-going, limited On-going, limited
  Planning                            
  In Progress                            
  Actual                            
11
Control

• Elimination/Reduction in Root Cause
• Redundant / Failover of equipment and data paths
• Reduction in Problem
• Currently WAN/LAN uptime is in the range of
  94-97
• By increasing our redundant/failover measures we
  should experience an improvement to approximately
  97-99.999
• Affect on Theme Statement
• By improving redundancy / failover of equipment
  and services there will be an increase in the
  uptime of and access to network resources,
  increasing user access and customer satisfaction.

12
Flowchart Review
See Wireless Access Sub-Process