Title: LABC21 Change Processes 1. Background What are you talking about and why?

LABC21 Template Sites utilise a standard configuration to deliver a set of core functionality. Changes or enhancements to this LABC21 Template requires solid business justification and are approved if this benefits all template sites. The existing change management process was designed prior to the deployment of the LABC21 Template and assumes single-site consultation and approval. Enhancements are needed to the change management process to facilitate the process of consultation with, and approval from all sites for a change request. LABC21 Consolidation project is currently consolidating at least three legacy sites per server. The server hardware itself will be managed centrally in Stevenage by EIS team. Application side of service support remains to be shared within site and also service support team. This operating model is very new to the team and is not having appropriate process in place that will mainly cover changes and approvals related to the servers and also application. The process of managing these changes is seen as very crucial to sustain smooth service, especially since it now involves the integration of multiple teams, including business team.

Owner/Date: Nik Aida Azlina Nik Mustafa 12-Mar-12 5. Proposed Actions or Countermeasures - What do you propose and why?

2. Current Conditions Where do things stand now

LABC21 Team will evaluate

6. Plan
Central Chameleon Change Raised (Development and Testing ) FBA Form is communicated to Site for awareness of the work involved Site ensures that the Site Change Control details their responsible areas(LSOPs, UAT etc)

Site establishes RFC

Progress RFC as Site Responsible Change

Site Progresses change under Site CCF

the request for change

The FBA form is completed by the LABC21 Support Analyst who will be managing the RFC
FBA Form is communicated to Site for awareness of the work involved Site ensures that the Site Change Control details their responsible areas(LSOPs, UAT etc)

Site Closes CCF

using the information given on the Site Change/FBA form

Central Chameleon Change Raised (Development and Testing )

Site Raises Site CCF and FBA

CAB Proceed or Rejected

RFC Rejected Site contacted

LABC21 Analyst completes the Estimate of Effort table and inserts into the FBA Form Resource Section

Completed FBA Form attached to Chameleon Change

Completed FBA is form submitted to Change Authority

Central Support Progresses Change Plan

Site Representative added as an additional Business Approver in Chameleon or Wet approval of FBA Form

Completed FBA Form attached to Chameleon Change

Site Representative added as an additional Business Approver in Chameleon or Wet approval of FBA Form

FBA is submitted, logged into RFC Log and submitted Central Change Authority

Change Authority Evaluates Change

Installation to Central Test Environment

Central Testing

Progress RFC as Central Change

Yes

Central Support Progresses Change Plan

Inform Site Testing is completed and ready for Implementation to Site Test Env
Site sends details to Central Support

Installation to Central Test Environment

Central Testing

Change Authority Review and Approval

Implementation to Site Test Environment Implementation Approval Files

Is the estimated

Implementation to Site Test Environment

Implementation Approval Files

Central work with site to complete FBA for Loading into Chameleon

amount of effort 10

Central raise Chameleon Change

Central Progresses Change Site Input to Testing (UAT etc)

days or less ?
No

Central Support Informs site that UAT can commence

Site Executes UAT under control of Site Change Control

Inform Site Testing is completed and ready for Implementation to Site Test Env
Site sends details to Central Support

Change is submited to Demand Management

Post Implementation Approval Files
UAT Successfull Central Error No Site Raises IR

Central Support Informs site that UAT can commence

Site Executes UAT under control of Site Change Control

Central Error
Site Error

Impact Assessments

Change Implemented

Yes

Post Implementation Approval Files

UAT Successfull

No

Site Raises IR

Demand Management Approves/Rejects Change

Approve

Chameleon Change is closed

Site Error
Continue to next stage of Promotion to Production

Yes
Site Remediation

Site Acceptance of Change

Reject

Chameleon Change is closed

Chameleon Change Closed

Site is informed and alternative funding source arranged or change cancelled

Continue to next stage of Promotion to Production

Site Remediation

3. Analysis Why does the problem or need exist 1. Too many assumptions of the process 2. Process sequence is incorrect 3. Change process is adopted from a single site approval 4. The process of getting the Business Approval is taking a lot of time to get to the implementation stage.

7. Follow-up How will you ensure ongoing cycle of PDCA

4. Goals and Target - What specific outcome is required 1. Firm up the process to reflect the actual process 2. Cater change process so that it covers the approval invloving multiple sites requirement 3. Reduce the cycle time of getting the Business Approval up to Implementation stage.

Please note that if the Goal or Target Condition is already specified then steps 3 and 4 may be reversed

BACKGROUND - What are you talking about and why?

Why is this important? Why should the reader care about this situation and be motivated to participate in improving? Assessment Questions 1. Is there a clear theme for the problem report that reflects the contents? 2. Is the topic relevant to the organization's objectives 3. Is there any other reason for working on this topic (e.g., learning purposes)?

Title : Owner: Ver: Nik Aida Azlina Nik Mustafa Date: Mentor: PROPOSED ACTIONS or COUNTERMEASURES - What do you proposed and why?
Proposed countermeasure(s) to address each candidate root cause. [This should be a series of quick experiments to validate causal model analysis.] Predicted results for each countermeasure. Assessment Questions 1. Are there clear countermeasures steps identified? 2. Do the countermeasures link to the root cause of the problem? 3. Are the countermeasures focused on the right areas? 4. Who is responsible for doing what, by when (is 5Why-1How clear) 5. Will these action items prevent recurrence of the problem? 6. Is the implementation order clear and reasonable? 7. How will the effects of the countermeasures be verified?

CURRENT CONDITIONS - Where do things stand now

. How do things work today? What is the problem? Baseline Metrics? Assessment Questions 1. Is the current condition clear and logically depicted in a visual manner? 2. How could the current condition be made clearer for the audience? 3. Is the current condition depiction framing a problem or situation to be resolved? 4. What is the actual problem in the current condition? 5. Are the facts of the situation clear, or are there just observations

PLAN ANALYSIS - Why does the problem or need exist

What is the root cause(s) of the problem? Use a simple problem analysis tool (e.g., 5 whys, fishbone diagram, cause/effect network) to show cause-and-effect relationships. Assessment Questions 1. Is the analysis comprehensive at a broad level? 2. Is the analysis detailed enough and did it probe deeply enough on the right issues? 3. Is there evidence of proper five-whys thinking about the true cause? 4. Has cause and effect been demonstrated or linked in some manner? 5. Are all the relevant factors considered (human, machine, material, method, environment, measurement, and so on? 6. Do all those who will need to collaborate in implementing the countermeasures agree on the cause/effect model reasoning? Actual result of each countermeasure (experiment). How does the system actually behave with the countermeasures that are being proposed for implementation in place? Assessment Questions 1. How will you measure the effectiveness of the countermeasures? 2. Does the check item align with the previous goal statement? 3. Has actual performance moved line with the goal statement? 4. If performance has not improved, then why? What was missed?

Goals and Target - What specific outcome is required

What outcomes are expected for what reasons? What changes in metrics can be plausibly expected? Assessment Questions 1. Is there a clear goal or target? 2. What, specifically, is to be accomplished? 3. How will this goal be measured or evaluated? 4. What will improve, by how much, and when?

FOLLOW UP - How will you ensure ongoing cycle of PDCA

What have we learned that does or does not improve the situation? In the light of the learning, what should be done? How should the way we work or our standards be adjusted to reflect what we learned? What do we need to learn next? Assessment Questions 1. What is necessary to prevent recurrence of the problem? 2. What remains to be accomplished? 3. What other parts of the organization need to be informed of this result? 4. How will this be standardized and communicated?

Task Define Problem Statement Understand current condition Analysis Re-design new process Agree acheivable improvements Preparation of Pilot Changes Pilot improvements Implement improvements Improvements Go Live Follow up

Start Date 24/Jan/12 27/Feb/12 16/Mar/12 02/Apr/12 24/Apr/12 23/Apr/12 10/May/12 28/May/12 13/Jun/12 27/Aug/12

Finish Date 31/Jan/12 30/Mar/12 9/Apr/12 23/Apr/12 24/Apr/12 09/May/12 24/May/12 12/Jun/12 13/Jun/12 31/Aug/12