Quality, Supplier, and HR Management
7 important questions on Quality, Supplier, and HR Management
How can we define the failure rate?
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?
Unavailability: sum
1/MTBF = 1/MTBF1 + 1/MTBF2 + ...
Redundant systems:
1-b = (1-b1)(1-b2)(1-b2)
What availability improvement techniques are there?
- 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?
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?
When not met?
- meetings, discounts, fines, or termination
What supplier classifications are there?
- partnering sharing confidential info
Tactical
- siginigicant activity and interaction
Operational
- supplying products and services
Commodity
- supplying commodity products
What is the IT functional organisation?
2. Strategy & Planning
- strategy & architecture
- coordination & planning
- customer management
2. Operations & support
- service desk
- dailyoperations
- support
2. Development
- development teams
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