Service Delivery Quality ManagementSDQM

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Agenda

• Intro / Why do we need to further define Quality check standards?

• What are we doing?• How will we use quality checks?• What does look like / Example Report• Employee Feedback• Performance Management• Communications• Next Steps

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Why do we need to further define Quality check standards?

• Within the newly formed UK Data & Voice teams there is a requirement to standardise processes.

• To support Lean manufacturing in pursuit of continuous improvements across UK Voice & Data Service Delivery.

• This new quality check process - Service Delivery Quality Management (SDQM) - will be used to improve RFT, sustain best practice and reducing rework.

• Does not change normal practices; automates an existing manual processes

• As part of The two-way performance deal – supporting effective and fair job standards

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What are we doing?

• Trialing the use of an existing system called ROSITA– In use for 10 years with Retail and GS– Simple to use and transparent– Comprehensive suite of reports– Adaptable to new products / demands

• Current 5 Teams involved in a trial across UK Data Service Delivery– Building example quality check documents– Carrying out trial checks & reports– Testing system functionality

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How will we use quality checks?

• A quality check form will be built for each function in the process flow for a specific product.

• As part of the normal process, Managers will carryout at least 1 check per quarter with each team member.

• The results will be collated and used to identify– Process deficiencies– Generate Lean manufacturing improvements– Coaching opportunities

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What does it look like?

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Example report

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Employee Feedback

Following our existing trial key feedback from our weekly review calls is:

– Good and simple system– Takes same time spent as at present - takes 30 – 60

minutes to complete with the manager depending on complexity.

– We know own result

Managers feedback

- Comparison of the checks is needed to ensure continued consistency and fairness across UK Data and Voice

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Performance Management

• In line with existing practices and measurements• Change is from manual to automation processes• Individual has better sight of checks than previously

which enables a better flow of communication with the manager

• Quality contributes to the “What”, as well as Output• Supports consistent job standards• Helps ensure fairness• SDQM results are a factor when assessing

performance*

* further work required to include quality check definitions into job standards

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Communications

• Overview at Director level

• Process overview to senior managers

• Pilot feedback to CWU

• Detailed operational level communications and training with team members and their managers

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By 03/09/2011 By 03/09/2011 By 30/09/2011By 30/09/2011

Appoint leads across all process flows & share ROSITA

By 30/11/2011 By 30/11/2011 Q4Q4

Build initial quality checksCheck for consistency Put in place pilot quality check programme

Take onboard feedback , make adjustments, feed back to CWU & launch

Ongoing system & process review

Next Steps

Review resultsGain wider feedback across team membersCheck for consistency