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Service Management
High Level Process Description
Service Improvement
Author: Paul Martin
Process Design Manager
Sponsor: Nick Embling
Design Development Manager
Authoriser: Harvey Skipsey
Head of BSM
© The Post Office 2000
The contents of this document must not be reproduced (wholly or in part) used or
disclosed without the written permission of The Post Office. This copyright applies
to all forms of storage and reproduction in which this information may be embodied
including without limitation magnetic storage, computer printout, and visual
display.
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0. DOCUMENT CONTROL
0.1 VERSION HisTORY
Version Dated Change Details
A 20/04/2000 First draft for discussion
B 26/05/2000 Draft for BSM input
ie 18/07/2000 Draft for initial BSM review
D 18/09/2000 Draft following initial BSM review
incorporating changes based on comments
received.
1.0 10/10/2000 Approved, but not implemented due to
instructions from the National Rollout
Project Board.
11 20/10/2000 Updated in line with TOR from National
Rollout Project Board
0.2_ DOCUMENT REFERENCES
Ref. I Title Version Reference
1. Business Service Management Draft A L/001
Change Control Procedures CHE/CCC/002
2. Service Review Process
3. High Level Problem L/001
Management Process PRB/APR/001
4. Business Service Management 0.2 2
Supplier Performance - Horizon
User Groups Generic Process
5. Service Configuration Process 1 CNF/APR/002
6. Service Development Plan v1.0
0.3. DISTRIBUTION LIST
Name Title Team
Ruth Holleran Head of Automation Automation
Programme
Mary Phillips Head of Sales and Service Customer and Network
Specification
Specification
Martin Humphreys
Mails Programme and
Delivery Manager
Customer and Network
Specification
Nick Beal Service Development
Team
Lynn Kelly Head of Development Transaction Processing
Trevor Colgrave
Communications
Sue Stewart
Service Review Manager
BSM.
Kate Hadfield Transaction Processing
George Hooper Head of Business Planning I Finance and Planning
and Quality
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Dave McLaughlin Head of OSG BSM.
Mark Haynes Head of NBSC BSM
Graham Shervington Head of BSM Ops. BSM.
Liz Tuddenham Head of Operational BSM
Performance
Harvey Skipsey Head of BSM BSM
Steve Turnbull Quality Manager BET, BSM
Louise Bentley Service Configuration BET, BSM
Manager
Kevin Lenihan Service Quality Manager Ops, BSM
Tain Blood OSG Change Manager OSG, BSM
Nick Embling Development Manager BET, BSM
Mark Burley Requirements Manager PON
Tjaz Bhatti Internal Account Customer and Network
Management Team Specification
Don Grey Horizon National Rollout Automation
Project Manager
0.4 DOCUMENT AND CHANGE CONTROL
The BSM Change Control Team is responsible for maintaining and changing all the
documentation created in Business Service Management. For further information on
the existing documentation or procedures [Ref. 1] please contact the Change Control
Manager.
0.5 GLOSSARY
BSM Business Service Management - a dedicated function within the
Post Office Network Unit that supports the automated (Horizon
enabled) platform.
BET Business Environment Team - part of BBM
BU Business Units
cl Configuration Items
CR Change Request
ED Expert Domain
NBSC Network Business Support Centre
OSG Outlet System Group - part of BSM.
PON Post Office Network
SIP Service Improvement Proposal
SIT Service Improvement Team
SLA Service Level Agreement
SRF Service Review Forum
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CONTENTS
0, DOCUMENT CONTROL.........
0.1 VERSION HISTORY .....000000
0.2 DOCUMENT REFERENCES.
0.3 DISTRIBUTION LIsT sissssssennntnens
0.4 DOCUMENT AND CHANGE CONTROL...
0.5 GLOssaRY.
1, INTRODUCTION..
TL OVERVIEW....ccscnnnninnnnnninnnnnnnnnni ssnnntnnnennenninitanninnenennseee sonientnnnentennenvenses
1.2 DEFINITION..... son son
1,3 SERVICE IMPROVEMENT AND PROBLEM MANAGEMENT.
1.4 Scope...
1.4.1 Fit.
1.4.2 Coverage.
1.4.3 Start and Finish Points...
1.5 OBJECTIVES.
1.5.1 Objective 1
1.5.2 Objective 2.
1.5.3 Objective 3.
1.5.4 Objective 4.
2. PRINCIPLES..
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MW NYVNNDAQUYU
3. SERVICE IMPROVEMEN’
4, SUMMARY OF ROLES AND RESPONSIBILITIES..........s-+ee+0e
5. MEASURES. 17
6. TOOLS... 17
7. APPENDIX A - SERVICE IMPROVEMENT PROPOSAL FORM... 18
8. APPENDIX B - SERVICE IMPROVEMENT REFERRAL FORM............
9, APPENDIX C - SERVICE REVIEW PROCESS...
9.1 PURPOSE. sssssentnnennnnnnenenannnenennnnnenenannnenenes suonnnonennnnaeinenannannenenanineneinannnnennnnanannnannnnnnnanannsnnenens vow 21
9.2 SCOPE. .ornneenn oe soon seo . severe 21
9.3 FORUMS AND THEIR PURPOSE. 21
9.4 OUTPUTS FROM THE FORUMS... ssssenesenene estes sentninenannnnannennennee 22
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1. INTRODUCTION
1.1 OVERVIEW
The Horizon Service Improvement Process is intended to give users the facility to raise
proposals to improve the Horizon Service. The proposals raised will be assessed and
may be progressed by PON.
This document describes the Service Improvement Process. The process defines the
way in which service improvements are proposed, assessed, developed and managed.
It also defines the way in which the Process interfaces with other PON functions and
processes.
The Service Improvement Process forms part of the overall PON Business Service
Management methodology.
1.2 DEFINITION
Service Improvement - A Service Improvement is an original proposal intended to
improve, change or enhance an existing process, design or specification.
1.3. SERVICE IMPROVEMENT AND PROBLEM MANAGEMENT
Although both disciplines are concerned with improving the service, Problem
Management is concerned with actions to restore service to its ‘specification’, Service
Improvement is about improvements to allow the service to exceed specification. The
definition of Service Improvement should be contrasted with the definition of Problem,
below.
Problem - A Problem is an underlying cause which may result in Incidents. A Problem
potentially exists when a defect in the specification, design, production,
implementation, or use of any of the service components results in any aspect of the
service not meeting contractual specification [Ref. 3].
1.4 SCOPE
14.1 Fit
The Service Improvement Process is a new process. It is additional and complementary
to existing processes for identifying and developing change, and is not a replacement
for PON change processes such as PIP, Service Development Plan, etc.
Contact points for the progression of Service Improvements will be established in the
relevant areas of PON. At present these include:
¢ Service Development Team
e Horizon Maintenance Team
e Internal Account Management
¢ Transaction Processing
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Other contacts will be set up as and when identified, or as the need arises.
1.4.2 Coverage
The Service Improvement Process concentrates principally on an iterative and
evolutionary approach to improvement. It is possible that occasionally major step
change improvements (e.g. new services) may be identified within the process, but
these will be managed as discrete projects outside the process.
Overall responsibility for the end to end administration of the process will rest with the
Service Improvement Team.
The Service Improvement process caters for improvements to the Horizon Service, and
will be applied to:
¢ all Horizon operational services and, where these are affected by improvement
proposals, all their feeder, client and support services whether operated within PON
or by other service providers and suppliers;
¢ all Horizon infrastructure and environments including those of feeder, client and
support services;
¢ all Horizon related operational documentation at process and procedure levels.
The Service Improvement Process will be suitable for extension to other PON business
areas, systems, and services, as determined by PON.
1.4.3 Start and Finish Points
The Service Improvement Process will commence at the point that potential Service
Improvements Proposals (SIPs) are proposed, whether through Service Review,
network input or any other source. The directly managed process will cease when:
1) A business owner accepts responsibility for progressing the proposal.
2) The service improvement enters the Service Delivery Plan process.
1) The service improvement enters the PIP or OBC process
Despite the transfer of direct responsibility for the proposal at these points, the Service
Improvement Team will continue to monitor and record progress of the service
improvement on the SIP database and produce reports based on this information.
The Service Improvement Process will cease altogether at the point that an
improvement has been implemented, or when it has been rejected for business reasons
and has been given the status of “closed”. Service improvement proposals will remain
open on the database until implemented. Records will be maintained of all ‘closed’
service improvement proposals.
1.5 OBJECTIVES
The primary purpose of the Service Improvement Process is to harness business
experience to achieve continuous improvement to the Horizon service and associated
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SLAs.
A key secondary purpose of the Service Improvement Process, in conjunction with the
Service Review Process, is to ensure that users are empowered to influence the design
and direction of the service. This is particularly important in the context of PON
automating the customer facing business processes and concentrating on conformance.
1.1.1 Objective 1
To improve the quality, performance and resilience of the service and the levels
of performance provided to users, customers and clients.
1.1.2 Objective 2
To focus PON staff and systems effectively towards providing the greatest
improvement in service in the shortest time possible.
1.1.3 Objective 3
To provide an efficient process for dealing with the small scale changes that will
form the bulk of the Service Improvement Proposals, that as well as progressing
them effectively will also protect PON from wasting effort unnecessarily.
1.1.4 Objective 4
To foster in counter staff and agents a sense of ownership of the Horizon Service.
2. PRINCIPLES
In order to meet the objectives the Service Improvement Process must follow these
principles:
1. Subpostmasters, counter staff and all end users must have the opportunity to raise
improvement ideas.
1. Service improvement originators may be involved in the analysis and development
of service improvement proposals.
1. All service improvement proposals must be logged on a central database, and
progress recorded on the database. The database must provide a life-cycle audit
trail for every proposal that is logged.
1. The progress of service improvement proposals must be communicated to
originators and to the user community.
1. Service improvements proposals must be assessed against consistent and relevant
criteria.
1. Operational responsibilities for the capture, analysis, and development of service
improvements, and the management of the process, must be clearly defined.
1. Responsibility for the detailed analysis and development of a proposal is allocated
ona case by case basis, the allocation being based on factors such as technical
capability, resource availability, and the ownership of the business area that
potentially will benefit.
1. Service improvement proposals will be deemed to be closed when the improvement
has been introduced or has been rejected by the business.
1. The introduction of service improvements will be subject to Change Control and
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Post Implementation Monitoring. [DN - due to the lack of a comprehensive change
control system within PON, this principle is currently not achievable.
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3. SERVICE IMPROVEMENT
Horizon Service Improvement Process
PON
Business as
Usual
Processes
PON Teams and
Processes
(examples)
Operational
Business
‘Change
Transaction
Processing
Horizon
Maintenance
Team
Service
Development
Team
Key
SIP - Service Improvement
Proposal
SIT - Service Improvement
Team
SRE - Service Review Forum
SDT - Service Development
Team
O-Sip Originator
UG - User Group
1. User
completes
proforma
q
2. SIP
1 filtered by
Const
SIT
t
BSM Managed Service Improvement Processes
6. Inform
3. Initial
I Feasibi
and Benefit
Assessment
NO
S Issue?
il Ne
Useabilty
4
Originator
of Rejection
om
LY
5.Review I srr
Forum
review SIP
4. User
Group
review SIP
7. Refer to
Business
Owner
NO
8. Business
Area
develops
SIP.
9. SDT adds
to Service
Development
Plan
spr
10.
Added to
Useability
Programme
No Owner
J
SIP
using PO!
process
implemented
IN
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Box
Actions
Role
Issues
Service Improvement Proforma raised
Service Improvement Proposals (SIPS) may be identified
via a number of sources e.g.
¢ User idea
¢ Senior Manager visit
¢ RNM meeting
° etc.
Service improvement originator completes SIP form and
forward to BSM Service Improvement Team (SIT).
The SIP form will contain areas for:
title;
¢ description of improvement;
¢ reason for improvement;
¢ anticipated benefits achieved by the improvement.
Originators will be encouraged to provide as much detail
as possible at this stage.
Originator
2. Form / Input method to be devised
2. Facility to be appropriately publicised
Service improvement Proposal filtered by Service
Improvement Team (SIT)
The SIT ensures that SIP form is complete and that the
meaning is clear. Should this be the case, then the SIP will
be registered on the SIP database.
The Service Improvement Team carry out initial
BSM
SIT
4, SIP database required
4. Method for searching:
¢ SIP database
¢ Problem database
¢ Service Development Plan
¢ Configuration databases (can this
be the primary source for
searching?)
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assessment in order to check that the service improvement
is not:
c) An existing service improvement (SIP database)
c) A previously rejected service improvement (SIP
database)
c) Arecognised problem (Problem Management database)
c) Included in an imminent software release or other
development work (Configuration Management
database, Service Development Plan, Release Plan)
(In these circumstances the originator will be informed
that the proposal is already being addressed, or has
previously been rejected.)
Or
c) A previously unrecognised problem which will need to
be raised via the Problem Management Process (REF. 3).
The Service Improvement team may need to refer to the
originator, and/or to an Expert Domain (ED) in order to
clarify any uncertainty.
5. Contacts for consultation to be specified
¢ Service Development team
¢ Horizon maintenance team
¢ Internal Account Management
Transaction Processing
Other??
¢ Problem Management for
referrals?
Initial Feasibility and Benefit Assessment
A small team will meet on a regular basis to carry out an
initial assessment of feasibility. The team will consist of:
¢ The BSM SIT Manager
¢ Meeting administrator (BSM)
¢ Horizon Maintenance representative
¢ Service Development team representative
SIT +
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The meeting will:
¢ reject proposals that are not feasible
* assess proposals to determine Scorecard PIs impacted
¢ classify proposals as usability or other
¢ select a Service Review Forum to consider each non-
usability proposal
Results will be logged on the SI database, and the SIPs will
be forwarded to the appropriate forum or user group.
7. User Group Review SIP UG
User groups will consider the SIPs put before them and
decide whether to recommend them. The criteria
employed will be:
© operational feasibility
© operational desirability
8. Service Review Forum review Service Improvement SRF 9. Criteria required (both PON and ICLP)
Proposal
On receipt of a service improvement proposal from the
Service Improvement team the review forum should first
agree that the proposal and the related configuration items
are relevant to the forum.
If the proposal is not relevant to the forum it should be
returned to the Service Improvement team for re-allocation
For those proposals deemed relevant to the forum, the
forum must then agree whether or not the improvement is
worthwhile progressing.
¢ Cost benefit - method needed
¢ Scorecard
¢ ICLP criteria
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Criteria used will include:
© Cost benefit - rough estimates only
¢ Impact on scorecard performance indicators
¢ ICLP criteria
¢ Impact on SLAs
The review forum may reject a service improvement
proposal at this stage.
10.
Rejection
Rejection at any stage of the process will be notified to the
SIT, who will update the SI database, and will inform the
originator of the rejection and the reasons.
SIT
11.
Refer to Business Owner
SIs considered by the user groups or SRFs will be returned
to the SIT with the group recommendation.
If rejected, the SIT will inform originator of rejection - see
6.
The SIT will assess the referral of recommended Sls. This
will normally be based on the business area with the
greatest benefit or impact on scorecard performance
indicators, although SIs recommended by SRFs may come
with indications as to appropriate referral. The SI will be
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referred via the SI contact in the business area.
12.
Business Area Develops SIP
PON Business Areas already have methods for developing
and implementing change. The sole difference in the case
of SIs is the requirement to keep the SIT informed of the
progress of the SI.
13.
Service Development Team adds SI to Service
Development Plan
The Service Development Team already has methods for
developing and implementing change. The sole difference
in the case of SIs is the requirement to keep the SIT
informed of the progress of the SI.
14.
Added to Usability Programme
There is currently no recognised responsibility,
programme or budget to enable ongoing small usability
improvements to Horizon. It is recommended that this be
established. Potential homes for the function are:
« BSM
¢ Horizon Maintenance
¢ Service Development
15.
No identifiable business owner
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It is likely that there will be recommended SIs for which it
is difficult to find a business owner, either because there is
no direct correlation with the Scorecard or other
performance indicators, or because the benefits are spread
thinly across a number of business areas.
At this stage no policy exists as to how to manage this sort
of issue, and it is not certain that the issue will arise.
However, experience with Problem Management indicates
that it is likely to.
In the first instance it may be possible to ask the SIT to
manage these issues, until a better understanding is
reached as to their frequency and validity.
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4, SUMMARY OF ROLES AND RESPONSIBILITIES
Role Responsibilities Located
Service Initiate service improvements, complete SIP form I Anywhere, but
Improvement and forward to Service Improvement team. principally in
Originator Horizon
enabled POs
User Group Receive service improvement ideas from the Network
Originators or from within the group. The User
Group will carry out an assessment of operational
feasibility and desirability, and further
development if required.
BSM Service The Service Review Team are responsible for BSM.
Review Team defining the structure of and supporting Service
Review Forums, and for managing User Groups.
BSM Service The BSM Service Improvement Team will have BSM
Improvement overall responsibility for the management and
Team. monitoring of service improvement proposals.
once they have been passed on from the
Originator. This is a new function and team to
cater for the Service Improvement Process.
Responsibilities include:
* running and maintaining the Service
Improvement Database;
* carrying out the initial filtering of SIPs against
existing initiatives;
¢ chairing and providing secretarial support for
the feasibility and benefit assessment meetings;
* providing individual feedback on SIP progress
to SIP originators;
* managing communication to users on the SIP
process and status.
Service Review I The Service Review Forums are an established Horizon
Forum structure of forums that consider the operation of I operational
the Horizon Service. areas/EDs/
BSM.
SRFs will consider SIPs referred to them, and
decide whether to recommend the development
and implementation of the SIP.
Service Service Improvement Contacts will be operational
Improvement managers who will take on an additional role to
Contact act as the interface for business areas with the
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Service Improvement Process. They will carry out
the following functions:
* on request represent their business area in
order to provide expert opinions on SIPs at the
filtering stage;
* on request represent their business area in
order to provide expert opinions on SIPs during
the initial feasibility assessment, including
where necessary attending the feasibility
meeting;
* accept referrals of SIPs when recommended by
Service Review Forums and User Groups;
¢ keep SIT informed of the progress of referred
SIPs.
5. MEASURES
The purpose of measures is to understand whether PON is achieving the process
objectives. Measures are needed to show:
« whether or not the process is being followed;
¢ how efficiently it is working;
¢ how effective it is at meeting each objective.
Process / Action Measured Group
Service Improvement - Number of SIPs reported General
Service Improvement - Time to analyse and assess benefit/ impact _I Speed
Service Improvement - Time from initial acceptance to successful Speed
referral
Service Improvement - Time from initial acceptance to successful
implementation
Number of SIPs rejected Quality
User Satisfaction with the system Quality
Progress reporting targets met Quality
Service Improvement Process costs Cost
Service Improvement management support costs Cost
6. TOOLS
The following tools will be needed to allow the process to operate successfully.
Tool Description
Service Improvement Database Means or recording all relevant information about a
(BSM toolset) SIP and to record progress.
Service Improvement Workflow I To enable paperless exchange, referral, and
(BSM Toolset) augmentation of SIP records.
Problem Management Database I Means or recording details of all problems.
(Exists)
Configuration Management Contains reference to all documents relating to the
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Database (Exists) Horizon service and the links and dependencies
between them.
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7. APPENDIX A_ - SERVICE IMPROVEMENT PROPOSAL FORM
HORIZON SERVICE IMPROVEMENT PROPOSAL
1. Title
Please give your proposal a
name.
2. Service Improvement
Description
Give a detailed description of
the proposed improvement.
Which part of the service do you
think should be changed and
what is the exact change that is
required to make the
improvement work.
3. Purpose of the Proposal
Describe why you think the
proposal will improve the service
and what will be better as a
result of implementing this
change.
4, Benefits
What benefits do you think will
be achieved by implementing
this change.
Originator
Name
Office/Work Area
Contact Phone No.
Please forward completed form to the BSM Service Improvement Team
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Example
I HORIZON SERVICE IMPROVEMENT PROPOSAL
1 Title Green Giro Milk Token Icon
Please give your proposal a
name.
2. Service Improvement Currently the Green Giro Milk Token Icon is
Description not on the screen used for inputting Green Giro
Give a detailed description of Cheque details.
the proposed improvement. My proposal is that the Milk Token icon be
Which part of the service do you I moved to the Green Giro screen so that
think should be changed and associated milk tokens can be input at the same
what is the exact change that is I time as the Green Giro details.
required to make the
improvement work.
3. Purpose of the Proposal This should reduce the time it takes to carry out
Describe why you think the this transaction and prompt counter staff to
proposal will improve the service I issue milk tokens while the customer is at the
and what will be better as a counter.
result of implementing this
change.
4, Benefits This change should also prevent counter staff
What benefits do you think will I from forgetting to enter milk tokens issued onto
be achieved by implementing the system and improve the accounting of milk
this change. tokens.
All Service Improvement Proposals are carefully assessed and recorded on the SIP
database.
The BSM Service Improvement Team will keep you updated on the progress of your
proposal and inform you when key milestones are reached.
Should your proposal be rejected you will be informed of the reasons for that decision
by the Service Improvement Team.
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8. APPENDIX B_ - SERVICE IMPROVEMENT REFERRAL FORM
HORIZON SERVICE IMPROVEMENT PROPOSAL REFERRAL FORM
1. Title 2. SIP No.
3. Service 4. Configuration Item to be changed
Improvement
Description
5. Purpose of Proposal I 6. Related CIs
7. Benefits 8. Related Scorecard KPIs
9. Referred by
Originator
Name
Office/Work Area
Contact Phone No.
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9. APPENDIXC - SERVICE REVIEW PROCESS
This appendix gives an overview of the BSM Service Review Process.
9.1 PURPOSE
Service Review exists to help maximise the benefits of an automated network by
managing the quality of the service provided. A hierarchy of Service Review Forums
has been established headed by the Horizon Evaluation Review Forum and the
Horizon Service Review Forum, and supported by subsidiary forums focused on
specific operational and support services. The purpose of the structure of forums is to
provide quality management information to the appropriate people, to enable effective
supplier management and continuous service improvement. Service Review also
provides a clear structure for escalation and delegation of issues at a senior
management level and at an operational level.
9.2 SCOPE
Review at an operational level should be detailed and specific and focus on the relevant
service level agreements and operational level agreements. Representatives at the
forums should be close to the operation and able to:
™ report on the overall performance of the specific part of the service
™ identify and record associated risks, issues and problems with this part of the
service
® offer informed opinion on the service which can be escalated and easily understood
@ deliver delegated and/or escalated actions and ensure results are communicated
Review at a higher level will cover all aspects of the service and include:
™@ discussion of SLA performance and action required to rectify failure
@ dealing with issues that have been escalated
™@ receiving information on the operational situation via reports which are produced by
each forum
@ delegating actions to specific forums
9.3 FORUMS AND THEIR PURPOSE
High Level Forums
¢ Horizon Service Review Forum
This forum concentrates on:
* reviewing the Pathway performance and associated MIS reports
e making quantitative and qualitative assessment of the service
* reviewing major incidents and significant outstanding problems
* assessing matters escalated from the internal service review process
* reviewing pending changes
* monitoring service improvement initiatives
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¢ Horizon Evaluation Review Forum
The focus of this group is similar to the HSRF but is purely from a PON perspective to
assess the impact of NRO on the business.
Operational Forums
¢ Reference Data Operational Review Forum
Review of the reference data process through to the point that it is implemented into
the live environment.
¢ Business Continuity Review Forum
Review of the overall performance of cross domain business continuity process in the
live environment.
¢ Operational Business Change (Network)
Review of the OBC (Network) service performance and procedures.
¢@ Operational Business Change (Product)
Review of the OBC (Product) service performance and procedures.
¢ Problem Management Review Forum
Review of the problem management service.
¢ Incident Reconciliation Exceptions Review Forum
Review of the overall performance of the end to end BIMS service in the live
environment.
¢ Transaction Data Operational Review Forum
Review of the day to day operational processes and requirements set out in the TP OLA and
issues on the TP Risk Register.
¢ AP Operational Review Forum
This is currently operating as a steering group and is in the process of being developed
into a service review forum.
¢ LFS Operational Review Forum
This forum is in the process of being developed in line with the roll out of LFS to
outlets
9.4 OUTPUTS FROM THE FORUMS
Overall status of service for communication to higher level forum.
Minutes of the forum
Issues escalated / delegated.
Problems proposed
eeee
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* Service Improvements recorded and responsibility for progression agreed
e Actions documented and responsibility allocated.
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Figure 1 - Horizon Service Review Forums - Structure
Horizon Programme Board
Horizon Evaluation Review Forum
OBC (Network) forum
OBC (Product) forum
ICL Pathway/PON cross-
do: meetings to address
Horizon cross domain issues
Horizon Commercial Forum
Horizon Service Review Forum
Ref Data Forum
Transaction Data forum
IRERF forum
Problem Management forum
Business Continuity forum
AP forum
LFS forum
ICL Pathway
Internal
Meetings
ICL Pathway internal review forum
Internal Operations Meetings
Business Service Management
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