Improving Mobile Telecommunications Centralized Services Operations and Maintenance Process By Combining Lean and Agile Practices
Rautavuori, Rauli (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201905088251
https://urn.fi/URN:NBN:fi:amk-201905088251
Tiivistelmä
The case company needed to improve the efficiency of the existing framework-level process for mobile telecommunications centralized services operations & maintenance (CSO&M). With the current process, it was seen difficult by the company to achieve shorter delivery cycles for introducing new features and fixes into its network. The objective of this study was to propose an improved process for mobile telecommunications CSO&M.
In this study, qualitative data collection techniques were utilized and the selected research approach was Design research. Current state analysis was conducted to find challenges of the current CSO&M process. After that, relevant literature was searched to find solutions to the identified challenges. Based on the findings, a proposal for the improved CSO&M process was co-created with the case company.
The proposal for the improved CSO&M process focused on three areas. First, establishing parallel pipelines through the process for work items with various urgencies, prioritizing work and limiting work in progress. Second, utilizing the Scrumban process framework for prioritizing items based the cost of delay and for better synchronizing external dependencies. Third, organizing people according to the process by introducing virtual teams with end-to-end responsibility for a service or feature.
The outcome of the study, by increasing agility, would allow faster response to the cus-tomer’s needs for the case company’s voice subscription business. Currently, the business units and departments to be involved in the proposed process have somewhat different working practices and key performance indicators (KPIs). For successful implementation of the proposed CSO&M process, these differences should be resolved and common priorities for the whole organization established.
In this study, qualitative data collection techniques were utilized and the selected research approach was Design research. Current state analysis was conducted to find challenges of the current CSO&M process. After that, relevant literature was searched to find solutions to the identified challenges. Based on the findings, a proposal for the improved CSO&M process was co-created with the case company.
The proposal for the improved CSO&M process focused on three areas. First, establishing parallel pipelines through the process for work items with various urgencies, prioritizing work and limiting work in progress. Second, utilizing the Scrumban process framework for prioritizing items based the cost of delay and for better synchronizing external dependencies. Third, organizing people according to the process by introducing virtual teams with end-to-end responsibility for a service or feature.
The outcome of the study, by increasing agility, would allow faster response to the cus-tomer’s needs for the case company’s voice subscription business. Currently, the business units and departments to be involved in the proposed process have somewhat different working practices and key performance indicators (KPIs). For successful implementation of the proposed CSO&M process, these differences should be resolved and common priorities for the whole organization established.