Case Studies

Case Study #1

Situation

Auditors located at the parent company headquarters in California identified a number of significant problems with missing documentation of standards and procedures. In addition, the auditors noted that there was a lack of knowledge of existing documentation for many of the staff and members of one group knew little about the activities of other groups.


What We Did

      Identified and collected existing documents.

      Wrote and edited new documents as needed.

      Developed an Intranet website for the technology group that stored all the documents and provided access to them through easy-to-use links on pages that reflected the organization.

      Centralized access to all audit response documents on a single page on the site where they were easily accessible to the auditors located in California.

      Highlighted new process improvement issues on the site to improve awareness and understanding.


SSCM Web Home Page Detailed Image

Results

An Intranet web site with over 50 pages and more than 100 attached documents was developed in 8 weeks.

      Provided auditors with the access to specific documents they had requested

      Allowed management to track the progress of the audit responses

      Made it clear that staff could and did access these documents


 

Case Study #2

Situation

Senior management wanted to capture more information about serious outages and problems that caused financial losses. The existing issue tracking system was good at collecting help desk calls, but did not allow issues to be identified as severe and did not provide a process for root cause analysis.


What We Did - Issue Management

      Established functional specs for a new issue tracking system that would automatically feed severe problems into a new problem management system.

      Developed process and procedure documents for Issue Management.

 


Issue Management Policy
Issue Management Process

What We Did - Problem Management

      Established a new problem management process that involved representatives from production support, application development, and infrastructure to assist with root cause determination.

      Developed functional specs for a problem management tracking system.

      Developed process and procedure documents for Problem Management.


Problem Management Policy
Problem Management Process

Results 

The Issue Management system allowed day-to-day issues to be entered rapidly and facilitated daily and monthly reports to track resolution time and volume of calls. In addition, the system allowed major problems to be identified and automatically entered into the integrated Problem Management system. The two new systems were developed using Unipress's Footprints in less than 6 weeks, meeting audit guidelines for improved application quality and more thorough root cause analysis.

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Case Study #3

Situation

 

A DBA group for a private bank needed a central place to find standards and naming conventions. Additionally there was an outstanding audit issue that required the development of a Data Dictionary.


What We Did

A web site was developed using DreamWeaver. Within 3 months, the site grew to include more than 50 pages. It provided links to several hundred technical documents and external and internal web sites. The site included pages devoted to standards and conventions for IMS, DB2, Oracle, and UNIX as well as descriptions of internally developed tools.

A Lotus Notes database was used to develop a DBA request system that could be used by developers when they needed DBA services. Access to this database was provided via the web site.

The site also provides access to the data dictionary which was developed to provide live access to DB2 tables and associated documentation.


UST Web Home Page Detailed Image

Results

The data dictionary audit issue was satisfactorily resolved within the required time frame. The web site improved an understanding of the existing applications and helped DBA staff and development staff to become more productive.