Quality Management System System Maintenance Process
Bharti- Northern Region Confidential
BHARTI- NORTHERN REGION
QUALITY MANAGEMENT SYSTEM
SYSTEM MAINTENANCE PROCESS
ID: BNR/ SHM/ 01 Version: 00 Date: June 2002 Edition: 1
Process Owner Manager- IT
Process Champion Head- IT
Status Release for implementation
© Copyright 2002 Bharti Mobile Limited, all rights reserved
______________________ _____________________ __________________
Head- Quality Process Owner Process Champion
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Quality Management System System Maintenance Process
Bharti- Northern Region Confidential
INTENT
To maintain the systems in top-notch condition and process all jobs with zero defect.
SCOPE
System Maintenance Process covers preventive maintenance of hardware systems as well as applying
patches and updates to software solutions to ensure error free delivery of service.
______________________ _____________________ __________________
Head- Quality Process Owner Process Champion
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Quality Management System System Maintenance Process
Bharti- Northern Region Confidential
PROCESS DEFINITION
Process Name: System Maintenance Process Owner: Manager -IT
Process Output: Maintenance of
H/W & S/W as per Process Champion: Head - IT
requirement.
Customers: Systems, Customer Care, Finance, Technical
Description: Process enables proper maintenance of hardware and software
systems to ensure smooth service to internal and external customers.
Sl.
Output Customer Requirement Measure Target
No.
1. Well maintained Current & updated
H/W and S/W & S/W- by applying
Systems
smooth software
Customer Check List,
functioning of Updates/Patches Weekly /
care Maintenance
the system. received from the Quarterly
Finance Register
vendors.
Technical
Regular preventive
maintenance of H/W.
2. By
Data to Customer Daily & monthly Check List
11.30 am
customer care to care reports to be as per
By 4.00
facilitate proper requirements of
pm on 1st
response to customer care
day of
customer department.
Month
queries and to
(monthly
improve (i) Daily reports
report)
customer (ii) Monthly reports
service.
3. Enhanced Systems H/W up gradation, System down <= 2%
system Customer Regular Tuning & time
Performance to care Optimization of
meet the Finance database
growing volume Technical
of work.
______________________ _____________________ __________________
Head- Quality Process Owner Process Champion
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Quality Management System System Maintenance Process
Bharti- Northern Region Confidential
Sub Process 1 : Oracle Financials Software Maintenance
Sl. Performance
Flow Description Responsibility
No. Measure
COMPAQ Help
1 Problem Reported
Start desk
Register the problem in
Help Desk
Register the problem the Oracle Financials
2 1-2 hrs Executive
complaint
Register-BML/ORA/03
3
Yes
Is Problem resolved
by us?
Problem sorted at our end Manager - IT
No
4 Report to Oracle Help
Convey problem to
oracle help desk
Desk, Banglore, the 4 Hrs Manager - IT
description of the problem
through Mail / Fax /
Telephone
Solution/patch received
Get solution from help desk thru' mail / CD / Internet 1 Days Manager - IT
5
(Bangalore)
6 Implement & test the 1-2 days Manager - IT
solution/patch in the test
Implement solution M/c
No
7 Is Problem Manager - IT
solved? Evaluate the solution
Yes
8 Inform Oracle help desk Communicate to Oracle 1 day Manager - IT
Help Desk
Compaq Help
9 Record in the Complaint 1-2 hrs
Enter in register desk
Register.
Implement solution in all machines Solution implementation
10 1 Day Manager - IT
in all m/cs
11 Problem resolved
End
Sub Process 2 : Mediation System Maintenance
______________________ _____________________ __________________
Head- Quality Process Owner Process Champion
Page 4 of 6
Quality Management System System Maintenance Process
Bharti- Northern Region Confidential
Sl. Performance
Description Responsibility
No. Measure
Register the problem in the
Register the problem
2 Mediation complaint1-2 hrs. Shift Supervisor
register. BML/MED/04
Yes Is the problem
resolved at our Is the problem resolved at
3 Manager Billing
end? our end?
No
Report the problem
Convey problem to Delhi Team description to the Delhi
4 4 hrs Shift Supervisor
Team by Mail / Fax /
Telephone
Solution/patch received
Solution received thru' mail / CD from the
5 from the Delhi 1 day Manager Billing
Delhi
Implement solution on test Implement & test the
6 machine solution / patch in the test1 day Manager Billing
machine
Is Problem
7 solved? Evaluate the solution Manager Billing
Yes
Inform the Delhi Team of the status Communicate to the Delhi
8 1 day Shift Supervisor
Team
Enter in the register Record in the Mediation
Complaint 1-2 hrs. Shift Supervisor
9 Register
Implement solution in
production m/c Solution implementation
10 1-2 day Manager Billing
in production machine
______________________ _____________________ __________________
Head- Quality Process Owner Process Champion
Page 5 of 6
Quality Management System System Maintenance Process
Bharti- Northern Region Confidential
Sub Process 3 : Hardware Maintenance
Sl. Performance
Flow Description Responsibility
No Indicator
Identify & report the
Problem Compaq Help
1 problem
Reported Desk
Register the complaint with
Register the
2 Hardware complaint register Compaq Help
problem 1-2 Hrs
– BML/HW/05 Desk
Y
Check is the problem
Is the resolved .If yes, go to S.no 8
3 problem
resolved?
else go to 4 Mgr -IT
Report Vendor of the problem
Forward the problem description through Compaq Help
4 to Hardware 4 Hrs
Mail/Fax/Telephone Desk
Solution received from Solution /Patch/ received
5 Hardware vendor through mail/CD/ from the
1 day Mgr -IT
vendor or repaired on the site
N Check is the problem
Is the resolved .If yes go to S.no 7
6 problem else go to 4 Mgr -IT
resolved
?
Y
Inform Hardware Communicate to the Compaq Help
7 vendor of the status 1 day
Hardware vendor of status Desk
Enter the status in the Record the status on Compaq Help
8 Register 1-2 Hrs
Hardware complaint register Desk
Implement Implement solution in
9 solution in production machine 1 day Mgr -IT
Production M/c
______________________ _____________________ __________________
Head- Quality Process Owner Process Champion
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