La Qualità dietro lo sportello: metodi, strumenti e tecnologie

Transcription

1 1 La Qualità dietro lo sportello: metodi, strumenti e tecnologie Dr.ssa Paola Pizzi U.O. Collaudo e Certificazione Sessione di Studio AIEA, Verona, 25 novembre 2005

2 Poste Italiane Group Group s Profile 2 Business Units (*) Group s Profile (**) Divisione Corrispondenza Mail Divisione Espresso, Logistica e Pacchi Divisione BancoPosta Divisione Filatelia Mass Printing, Direct Mktg Freight & Logistics Insurance Retail Banking Corporate Banking Philately Internet Services Employees ~ in Post Offices ~ on Mail Delivery ~ in Branches ~8.600 Network 4 Post Offices ~ Branches ~140 4 Countries 9 Revenues (***) ~ 8,3 M 4 Mail Services ~ 3,8 M 4 Logistic Services ~ 0,4 M 4 Financial Services ~ 3,8 M 4 Other Revenues ~ 0,3 M Rev. Growth 2004/2003 ~ + 12,1% (*) Main business units (**) Source: Annual Report 2004 (***) Figures do not include intra-group revenues

3 The Business System of Poste Italiane Group 3 Relevant areas for core processes - products/services development (marketing) - specific products/services fulfillment/execution (operations) Channels Relevant area for presales, sales and post-sales processes Design, Development and Management of ICT resources functional to the achievment of business objectives ICT Factory Financial Services Factory * Espresso, Logistica e Pacchi included Mail Services Factory Corporate Support Processes Logistic Services Factory * Relevant area for processes supporting company operations: - Administration, Finance and Controlling - HR and Organization - Procurement and Real Estates -... The Business System of Poste Italiane Group is composed by 6 Components

4 Server Farm 4 Torino Milano Venezia Genova Bologna Distributed System Rooms Distributed System Rooms supporting Postal Offices/Executive Offices located on field Firenze Roma Bari Central System Rooms System Rooms supporting central systems for the distribution of business services (located in Roma EUR) and supporting business continuity systems (located in Milano and Napoli) Napoli Palermo 42 System Rooms : 8 21 central: 18 located in Roma, 2 in Milano and 1 in Napoli 8 21 distributed on field Moreover there are more than equipped areas on field hosting local servers

5 Post Offices informatization As-Is RETAIL CUSTOMER, SOHO CUSTOMER, BUSINESS CUSTOMER, TOP CUSTOMER (DCO) 5 CHANNELS FRONT END DMS E-PROCUREMENT OPERATION/ MGMT. SUPPORT. SYSTEMS POSTAL OFFICE POSTAL OFFICE SYSTEMS SHOP SYSTEMS (PGO / NSP) PT SHOP, PT BUSINESS SYSTEMS TRACK& TRACE SELF SERVICE SELF SERVICE MGMT SYSTEM ATM FINANCIAL SYSTEMS ATM WEB INTERNET PORTAL BPOL DCO POSTEL BPIOL TRACK & TRACE POSTAL MECHANIZATION CENTER TOP CUSTOMER CHECK-IN OPERAT. AND LOGISTIC SUPPOT. SYSTEMS CALL CENTER CALLL CENTER MGMT. SYSTEMS BUSINESS PARTNERS BACK END E-PROCUREMENT CRM / SALES SUPPORT DRT DBP DCO PT SHOP BACK END DRT PT PT BUSINESS COMMERCE BACK END BANCOPOSTA MAINFRAME APPS. BANCOPOSTA ACCOUNTAB. CUAS LOGISTIC SUPPORT BACK END DCO TRACK & TRACE INNOVATIVE SERVICES ELECTRONIC COMMUNICATIONS EXTERNAL SYS. BP IMPRESA ON LINE POSTEL BPI ESB (ENTERPRISE SERVICE BUS) HYPERION ENTERPRISE DATAWAREHOUSE SYSTEMS DRT DBP DCO BIC SAP ERP KNOWLEDGE & DOCUMENT MANAGEMENT SYSTEMS Applications implemented with a vertical SILOS logic

6 Fulfillment Processes Engagement Model 6 DCICT ICT Service Management - Requirements Collection - Service Level Agreement - Customer Service Internal Customers VAS (Value Added Solutions) Process Management - Requirements Collection (on value added solutions for external market) - VAS Design, Development and Test - Requirements Collection - Proj Mgmt on Bus. Process Reeng. Solution Business Units Other DCICT functions IT Development TLC Development - Design, Development, User Test of SW solutions - Design, Development, Test of TLC solutions Staff Departments Data Management - Design and Development of Primary Databases - Data Quality Assurance ICT Operations ICT Security - Testing - System and Network Operations - Roll-out and Delivery - Service Desk - Design and Build of ICT Security Solutions Group Subsidiaries

7 Process map - overview 7 CROSS PROCESSES Management processes Procurement Document Mngt Gestione RU SCR Monitoring MAIN PROCESSES SGI MAINTENANCE Configuration Mngt Security Mngt ICT Resource Management

8 Change & Release Management 8 Competent Departments Directions Sw packages ICT resources Documentation Planning Testing & Certification Packaging Deployment Problem Solving proposal Application Set up/imaging

9 9 Improving Results Involves Focused Improvement in Several Areas Methodology - process and methods - practices - -standards- - management oversight - Quality Control Finding Defects Quality Assurance Minimizing Defects Quality Management Balancing Risk and Cost Quality Governance TM Maximizing Value Metrics - measurements and metrics - - reporting and visibility - - trending - - business alignment - Process Improvement - formal practices - - standards measurement - - certification process - - best practices -

10 10 The Key Components Metrics - measurements and metrics - - reporting and visibility - - trending - - business alignment - Methodology - process and methods - - practices and standards - - life cycle adoption - - management oversight - Process Improvement - formal practices - - standards measurement - - process reuse - - best practices - Tools - type and use of tools - - degree of automation - - level of asset reuse - - measurement of effectiveness - Resources - responsibilities - - skills and expertise - - reporting structure - - management oversight -

11 Service Support 11 User UP/UD User UP/UD Trouble Management Suppliers (Fleet Mgmt) Competence Center Gestione Code Service Service Desk Desk Front Front Office Office virtuale virtuale Poli Poli Tecnologici Tecnologici Problem Management - Back Office - Poli Tecnologici Competence Center Appl Mgmt Competence Center Lettore Badge Competence Center ATM Competence Center MSMQ SOC II liv SCC II liv NOC II liv Suppliers Solution implementation Service Control Room NOC I liv SOC I liv Collaudo e Certificazione Developpers Suppliers o SSI Suppliers o Network Management

12 12 Collaudo e Certificazione Test and certification Mission Ensure the correct configuration for the operation environments through the implementation of test environment systems and the certification of any solutions developed.

13 Goals Collaudo e Certificazione Test and certification 13 Service quality increase Delivered quality: preliminary analysis of results, bugs and application performance. Perceived quality: Customer satisfaction: reduction of bugs/calls opened by post office users. Decrease of Operation costs Decrease of maintenance costs.

14 Development Direzione Risorse Umane ed organizzazione Direzione Information & Communication Technology Operations Collaudo e Certificazione Post offices 14 Direzione Tutela Aziendale Divisione Bancoposta PosteVita Bancoposta Fondi SPA SGR Divisione Rete Territoriale Test new Regression Performance Field Test PT Shop Divisione Corrispondenza Divisione Espresso Logistica Pacchi KIT KIT1 Cons. Logistica Pacchi SCPA BUG

15 Development Operations DCICT Specs Developer New release KIT Client Development Supplier Test plan Method and processes COLLAUDO & CERTIFICAZIONE Test designer Installation test System test Regression test Field Test Certification Release history Release Certificate Journal Test specifications Checklists New tests 15 New test implementations New tests integration Tester

16 Sviluppo Esercizio DCICT Sviluppatore Requisiti Nuovo rilascio Methodology for Test plan ensuring quality TEST automation KIT Cliente Sviluppo Supplier Method and processes U.O. COLLAUDO & CERTIFICAZIONE & Progettista Test designer Specifiche di test Checklists New Nuovi tests Implementazione New test implementations nuovi Test Test di installazione Test System di sistema Test Regression Test regressione Test Integrazione New test integration nuovi Test Field Test Certification Certificazione Test specifications Release Foglio dei history rilasci Release Certificato Certificate di rilascio Tester Journal 16

17 17 The numbers of certification (2004) Planned activities 400 Certified sw hw releases 220 SW patches Number of Certifiers (bugs in production) Total number of scripts Non regression Tests 1000 scripts run weekly Performance Test (VU number) Number of testers (automation) 3

18 18 Results Increase in quality of released products Respect of business planning (up to 150 certifications per quarter) Customer satisfaction improvement Decrease of bugs discovered in production Respect of forecasted budget

19 19 Grazie per l attenzione Sessione di Studio AIEA, Verona, 25 novembre 2005