Root Cause Defect Classification (RCDC) for …...Root Cause Defect Classification (RCDC) for...
14
Root Cause Defect Classification (RCDC) for Documentation Defects Information Experience Team Ramaa Rao Juniper Networks
Root Cause Defect Classification (RCDC) for …...Root Cause Defect Classification (RCDC) for Documentation Defects Information Experience Team Ramaa Rao Juniper Networks We live in
Root Cause DefectClassification (RCDC) for Documentation DefectsInformation Experience Team
Ramaa RaoJuniper Networks
Presenter
Presentation Notes
We live in a connected world and the foundation for these connections is the network. Broadband Internet traffic is doubling each and every year (according to IDC) [or] Internet traffic worldwide will grow three-fold by the year 2017. (Internet Trends, Mary Meeker (KCPB) Today we have 2.5 billion Internet users in the world – roughly one-third of the Earth’s population. In the next decade, the number of Internet users will double to 5 billion (Mary Meeker, KPCB) That means that two-thirds of the world will be connected by 2023. When you add in the big trends of cloud, mobility, video and security, the combined rate of acceleration is placing unprecedented demands on the network. [Optional stats/factoids] 100 hours of video uploaded every single minute to YouTube (YouTube) Mobile video traffic exceeded 50 percent for the first time in 2012. (Cisco VNI) Mobile network connection speeds more than doubled in 2012. (Cisco VNI) In 2012, a fourth-generation (4G) connection generated 19 times more traffic on average than a non-4G connection. Although 4G connections represent only 0.9 percent of mobile connections today, they already account for 14 percent of mobile data traffic. (Cisco VNI) [NOTE: Consider finding alternate source for above stats to avoid siting Cisco] As you just described (refer to pain points from previous slide), you are living in this world and feeling the pressure every day. Pradeep Sindhu founded Juniper 17 years ago on the belief that we should solve technology problems that matter most to our customers and that make a difference in the world. He recognized the importance of the network and the impact it would have on our world. Our mission is simple, but powerful; to connect everything and empower everyone. In today’s connected world, this mission is more relevant than ever. Here at Juniper we are focused on helping alleviate those pain points through our portfolio of high performance networking products. [T] And we do this by listening to our customers and helping them address their challenges and capitalize on their opportunities.
Overview
Start to Rollout
Post-Release Observations/Next Steps
Major Root Causes of Documentation Defects
Trends Analysis
AGENDA
Beneficiaries
Takeaways
Presenter
Presentation Notes
Quick snapshot of Juniper today: Our Innovation: Innovation is in our DNA. We invest 17-19% of our net revenue in R&D- more than any other company in the industry. We have more than 1700 patents (working with the legal team to phrase this is a more powerful way i.e. # of patents per distinguished engineer or some other metric). The result? Powering XX% of the world’s video traffic and XX% of mobile traffic runs across our routers and switches. [Stats being updated/sourced by Barbara and team]� Our flagship platforms are typically 1.2 to 1.9x more energy efficient than competitive designs. (Daniel Kharitonov) Our own global corporate network includes over 1,400 Juniper Networks products. (Bask Iyer). � Our Talent: more than 9,513 employees globally in 123 offices and 47 countries; we partner with more than 12,000 channel partners globally; 16 around-the-clock technical support centers; ~45% of our employees are dedicated to R&D with almost 80% of those software engineers; and we have received recognition as one of the world’s most ethical companies for the past 3 years. Our Revenue: Financially stable with $4.4B in annual revenue in 2012; geographically split 53% in America, 30% in EMEA and 17% in APAC; market cap of ~$9.5B; strong balance sheet with $3.8B in cash and investments; we fuel innovation through our Junos innovation fund which allows us to invest in early- and growth-stage software companies that expand the Junos ecosystem. We also have a strategic investment program that allows us to invest in hardware and components that are key to growing our business. Finally, we have been rated “investment grade” by both Moody’s and S&P credit agencies. [Transition] Now let me take just a moment to conclude with a story about the power of the “and”…
ROOT CAUSE DEFECT CLASSIFICATION (RCDC)Root Cause Definition Root Cause refers to analyzing how the defect was introduced and identifying the
defect source. Identifying defect source helps in preventing the root cause recurrence and identifying
process improvements
Root Cause Defect Classification (RCDC) – Impact on Documentation Quality Provides insight to the effectiveness of Information Experience (iX) processes For example, incomplete assessment of requirements documents in the planning phase
results in incomplete documentation post-release. Over a period of time, RCDC leads to prevention of documentation defects.
Well-Defined iX Documentation Process Doc Defects RCDC for Engineering
Functions
Information Experience (iX) teams follow well-defined documentation process to develop and deliver quality documentation.
There is an influx of documentation defects from customer feedback and customer support teams.
Well-defined RCDC process exists for engineering functions such as coding and testing - not for documentation.
WHY RCDC IS REQUIRED FOR DOC DEFECTS
All signs indicated that iX requires a deep-dive to identify the root cause of the documentation defects
Presenter
Presentation Notes
We feel strongly that our customers should not have to choose between massive scale and performance OR agility and speed. W believe they should have BOTH. We call this the power of the “and”. We have a LASER FOCUS ON HIGH-PERFORMANCE NETWORKING. That’s all we do and we have been leading the industry for more than 17 years. Our Systems scale & performance provide agility, cost savings and ease of use for our customers Custom silicon sets us apart from any other company in our space. Track record of breakthrough innovation since our inception to leading the SDN conversation, we are always striving for the next network innovation for our customers We are dedicated to SOFTWARE INNOVATION Our One Junos operating system is unique in the industry, providing Simplicity & Flexibility for new applications and services We have taken a leadership role in the SDN transformation We are committed to open, programmable networks in our industry [click] AND we believe we are in the business to build not just networks, but relationships. Every employee is dedicated to creating a REMARKABLE CUSTOMER EXPERIENCE Our role is to act as a trustworthy advisor to our customers; helping them build and architect the best networks for their business. We solve the toughest problems first in the most elegant, simple way possible At the heart of everything we do, we are focused on Transforming the economics & experience for our customers [Transition] Thank you for your time today. I’d like to open the discussion for Q&A (or we can transition to the next part of our agenda.)
RCDC – BENEFICIARIES
CustomersCustomer Support Teams
TL9000Information Experience
Team
START TO ROLLOUTiX RCDC team formation
Defect data analysis
Tools/process proposal AND Leadership support
Pilot for the RCDC tools/process
Training and rollout
MAJOR ROOT CAUSES OF DOC DEFECTS
Planning
Authoring
ReviewingEditorial
Deploying
iX RCDC PROCESS DEFINITION
RCDC – DEFECT TRACKING TOOL FIELDSiX team updates the RCDC fields:
IX RCDC TRAINING RESOURCESDeveloped training resources:
Defect tracking tool field level help iX RCDC FAQ in iX intranet sites iX RCDC Decision Tree iX RCDC Poster Defect-specific discussion iX team
RCDC TREND ANALYSIS
16
11
1514
9
13
8
15
10
0
2
4
6
8
10
12
14
16
18
Apr-14 May-14 Jun-14
Technical review related problems Ambiguous/missing/incorrect info in reqmts doc Ambiguous/missing/incorrect content
Y Axis = PR CountX Axis = Q1 2014 Months
This slide shows the monthly trend of top three root causes Ambiguous/missing/incorrect content, Technical review related problems, and Ambiguous/missing/incorrect info in reqmts doc
POST-RELEASE OBSERVATIONS/NEXT STEPS
Training to ensure consistent understanding of RCDC.
Build corrective action plans based on the RCDC.
Project-specific RCDC trend analysis helped plan iX improvements.
Process Improvements Process Compliance Deliver Error free documentation
RCDC for documentation defects led to increased focus to deliver quality documentation as follows.
Takeaways include:
IX RCDC – TAKEAWAYS
Presenter
Presentation Notes
Quick snapshot of Juniper today: Our Innovation: Innovation is in our DNA. We invest 17-19% of our net revenue in R&D- more than any other company in the industry. We have more than 1700 patents (working with the legal team to phrase this is a more powerful way i.e. # of patents per distinguished engineer or some other metric). The result? Powering XX% of the world’s video traffic and XX% of mobile traffic runs across our routers and switches. [Stats being updated/sourced by Barbara and team]� Our flagship platforms are typically 1.2 to 1.9x more energy efficient than competitive designs. (Daniel Kharitonov) Our own global corporate network includes over 1,400 Juniper Networks products. (Bask Iyer). � Our Talent: more than 9,513 employees globally in 123 offices and 47 countries; we partner with more than 12,000 channel partners globally; 16 around-the-clock technical support centers; ~45% of our employees are dedicated to R&D with almost 80% of those software engineers; and we have received recognition as one of the world’s most ethical companies for the past 3 years. Our Revenue: Financially stable with $4.4B in annual revenue in 2012; geographically split 53% in America, 30% in EMEA and 17% in APAC; market cap of ~$9.5B; strong balance sheet with $3.8B in cash and investments; we fuel innovation through our Junos innovation fund which allows us to invest in early- and growth-stage software companies that expand the Junos ecosystem. We also have a strategic investment program that allows us to invest in hardware and components that are key to growing our business. Finally, we have been rated “investment grade” by both Moody’s and S&P credit agencies. [Transition] Now let me take just a moment to conclude with a story about the power of the “and”…
