This is a genuine email I received today and shows the level of bollocks I have to endure from faceless bureuacrats at work.. The thing is Mekon is a really nice bloke, so I'm now worried that The Bodysnatchers have actually landed and have put their evil plan in place to gradually take us over and turn us into the most evil force in the known Universe. The Corporate Management Gobbledygook bollocks speakers. I remember in the sorely missed Douglas Adams Hitchhikers Guide to the Galaxy (a Trilogy in Five Parts) that Arthur Dent and Ford Prefect end up on a ship, which it transpires is a repository for all the useless people from the planet Golgafrincham, about a thrid of their population (such as advertising executives, TV producers, PR executives, hairdressers, personnel officers, management consultants, insurance salesmen, security guards, project managers etc) and is on a collison course with prehistoric Earth, thus explaining why we are where we are now! I just wonder how true this could actually be!
Anyway have a read...see if you understand it.
To Technical Services Support Team Leaders and Technical Services Change Managers,
I would like to put in place an Operational Level Agreement (OLA) with Systems Operations that enables us to measure the level of 'service' offered by either party in the ongoing and key process areas of Fault Management (includes Incident Management and Problem Management, and incorporating Case Control), Performance Management, Change Management and Network & Service Monitoring. This need is driven by the lack of clarity and transparency of the process and organizational interface and the need to represent the current set of KPI's we are measured on in context with all the other things that we are doing around the global initiatives. There may be a need to do something similar with Regional Services and I will talk to the relevant resource about this separately.
The OLA will be defined in the context of the overall SLA that The Company has with our end customers (note - there is no SLA in place today). The OLA will be defined in terms of a definition of the interface, related processes and a set of measures and a key target, aligned with objectives as set out in the One Company initiative cornerstones. Initially I want to focus on the definition of the interface, the refinement of the processes , and the measure but not the target. This will ensure that we do not set ourselves unrealistic targets that we know we cannot achieve.
To kick this activity off we will hold a workshop with Systems Operations to understand what is required and how best to achieve it. Obviously it will be impractical to invite everyone to the workshop so I propose that a set of representatives from Technical Services attend - suggestions below. If you feel you would like to attend the workshop (and note that this is only the kick off) but you are not listed below then please let me know. Also if you feel that you have something to offer but do not need to attend then please pass your thoughts to me or one of the provisional representatives below. .
I propose that in order to get a broad representation across the Business Units, Corporate Segments, Domains, Sub-Domains, Operational Units and across the Support and Change processes, the workshop attendees should be:-
- Mekon Leader
- Hot Ass (Owner of Fault/Change process for Technical Services)
- Unfeasibly Chirpy Northern Chappy (C&T/Packet - Support team leader)
- GrocerJack (CNT - Change Manager)
- Mr Laid Back (Wireless Interfaces - Support team leader)
- Mr State the bleeding obvious (MASP - Support team leader)
- Mr Aren't I fucking cool (CS - Support team leader and Change Manager)
- Mr Who? (NMS - Support team leader and Change Manager)
After the workshop I will summarise the key decisions and feed these back to you all.
Please could I have your response by midday Thursday and I will pass the names to SO who will subsequently organise the workshop.
Many thanks,
Mekon
Later, GrocerJack
No comments:
Post a Comment