Quality, Supplier, and HR Management

7 important questions on Quality, Supplier, and HR Management

How can we define the failure rate?

Many objects have a very high mean time between failures. However, they are also used in bulk. Resulting into many failures

P = 1 - e^(-labda*t)

MTBF  = mean time before failure
Usually form of a bathtub: increased risk, to low risk, to higher risk. Due to manufacturing & installation and later to wear

How to calculate availability for composite systems?

Availability: product
Unavailability: sum

1/MTBF = 1/MTBF1 + 1/MTBF2 + ...

Redundant systems:
1-b = (1-b1)(1-b2)(1-b2)

What availability improvement techniques are there?

SERVERS
- clustering: redundant servers, share workload, spread failure
- virtualization: decouple instances OS from hardware

RAID
- redundant array of inexpensive disks
- 1: mirroring
- Remote mirroring (expensive but safer)
- 5: block level stripping

UPS
- two external power suppliers and all equipment double

Disaster recovery
- DR site: redundant remote servers
- IT continuity: recovery plan
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What capacity/performance service levels are there?

Average responsetime: 3 sec
Response time percentiles: 95% within 3 sec

SUPPORT
Start: handling will start within one hour
Solve: 90% solved within 4 days

What are service level agreements?

Agreement between customer and IT provider. Contains one or more service levels.

When not met?
- meetings, discounts, fines, or termination

What supplier classifications are there?

Strategic:
- partnering sharing confidential info

Tactical
- siginigicant activity and interaction

Operational
- supplying products and services

Commodity
- supplying commodity products

What is the IT functional organisation?

1. Management

2. Strategy & Planning
- strategy & architecture
- coordination & planning
- customer management

2. Operations & support
- service desk
- dailyoperations
- support

2. Development
- development teams

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