Professional Documents
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Quality MetricsHandlingandCallFlow Webinar
Quality MetricsHandlingandCallFlow Webinar
– Quality Manifesto
– Release Process
– Call Flow at L1 and L2
– Call Handling at L3, Call Closure and Post
Closure
– Total Customer Experience (TCE) Initiatives
–Q & A
Deliverables
Templates
– Key Terms
• L1 – Global Competency Center
• L2 – Field Support, Global Solutions Center
• L3 – Engineering
• ITRC – IT Resource Center
• CCAT – Computer Crash Analysis Tool
– Problem Manager
– Engineering Manager
– Engineering Team
– Escalations Manager
– Outage Analysis
• Number of times issues reported resulted in Outage at Customer installations
Product Summary
DECdtm Fixed all Faults observed per DECdtm Regression suite
CRTL Fixed all Alignment Faults in the DECC$SHR images in
memory allocation routines in CRTL fcntl.
Clusters Fixed all Alignment Faults uncovered in Cluster Regression
Tests.
Volume AF seen when bitmaps were enabled in shadowing (which
Shadowing was proportional to the number of times the command was
invoked) have been fixed.
Security AF were identified in the security module and these were
fixed
CIFS When exploring a directory from a CIFS share, CIFS noticed
a huge number of alignment faults. These AF have been fixed
in CIFS 1.2.
ABS ABS team fixed in alignment faults in the Basic Engine.
30
30
25 24
20 19
Total # of patches
15 14 14
# of bad patches
12 released
10
10 9
7
5
5 4
2 2 2
0 0 0 0 0 0 0 0 0 0
0
Nov '09 Dec '09 Jan '10 Feb '10 Mar '10 Apr '10 May' 10 June'10 July' 10 Aug' 10 Sep' 10 Oct' 10
SINCE 2008
300
258
250
200
177
147
150 # of patches released
# of bad patches
100
50
27
18
7
0
FY 2008 FY 2009 FY 2010
– Suggestions
– Experiences