Network Operations Management
This document outlines a DMAIC “Lite” flowchart designed to elevate network performance and availability, aligning with district strategic objectives. It emphasizes the critical link between quality measures and key performance indicators (KPIs), ensuring network resources achieve near 100% uptime. Key focus areas include identifying potential issues such as equipment failures and the need for effective procedures. By implementing redundancy and service level agreements, and enhancing training on processes, the aim is to improve customer satisfaction and system reliability through meticulous analysis and proactive measures.
Network Operations Management
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Presentation Transcript
Network Operations Management Wave 2: Process 5.15 DMAIC “Lite”
Define • Link between Q measures and district KPI’s • In order to meet the District’s strategic objectives of providing for the availability of it’s 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.
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
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
Analyze 3rd Party Provided Services: Internet Bandwidth Monitoring:
Improve • Countermeasures • Redundant / Failover of equipment and data paths • Implementing SLA’s 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
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.
Flowchart Review See: Wireless Access Sub-Process
