Performance Challenges in OTM

Performance Challenges in OTM
OTM Support – Winning Approach
Post Production Support Made Easy
Deloitte Consulting LLP
August 2014
Presenters
Cameron Gauntner
Satya Narayanamurthy Vabilisetty
Madhavi Chinnam
Paroma Biswas
• Oracle Technology Consultant with Deloitte Consulting LLP
• Over 3.5 years of experience in OTM implementations
• Experience with a variety of clients in areas such as:
• Industrial Manufacturing
• Retail
• 3rd Party Logistics
• High-tech Manufacturing
• Experience with OTM versions 6.2 and 6.3
2
Contents
Introduction
Objectives
Right Approach to Drive Support
Plan and Design for Support
Identify and Categorize Issues
Define Resolution Process
Enlighten, Educate. Equip Users
Best Practices
Appendix – Some common issues and resolution provided
3
Objectives
The purpose of Post Implementation Support is to establish a methodology and structure to manage and
support the production environment with the appropriate resources, tools and procedures. This
presentation highlights the following key areas:
 Support Challenges in OTM
 Expectation Management
 Demarcation of the Support function
 SLA/SLO Management
 Support Resources
 Documentation & User Training
 Educate and Empower the End Users
 OTM support issues Matrix
 Functional areas
 Technical areas
 Support Tools
 Best Practices of OTM support
4
The Right Approach to Drive Support
A well-managed production environment can provide cost-effective long term use of systems and realize a
higher rate of return on investment.
 Identify Support team and
define roles and responsibilities
 Demarcate the Support teams
based on the roles and
responsibilities
 Identify client SPOC for the
team
 Lay down a clear
communication process
 Understand, Educate and train
the client and the support
teams.
 Empower the client community
with tools and accelerators
 Prepare and maintain
knowledge repository
 Continue to enhance the
process
Plan and Design for
Support
Identify and Categorize
Issues
 Define clear categories for day
to day issues based on
Parameters
 Train Client and Support user
community to categorize the
issues
 Capture as much data as
possible
Successful Support
Enlighten, Educate.
Equip Users
Define Issue Resolution
Process
5
 Define clear Service Level
Agreements
 Implement a resolution process
to meet the SLA’s
 Use Support tools to monitor
and report
 Establish a clear escalation
path
 Monitor Support matrix
Plan and Design for Support
Post implementation support is often overlooked by businesses keen to return to business as normal. Planning support for
an OTM implementation is key to the success of the solution.
Components
Issue and Impact
Leading Practices
Plan Support
Team
OTM solution support requires knowhow, experience and deep
application expertise
Likely Impacts: lack of trained teams to support issues, Inadequate
contingency plan, longer timelines for issue resolution
Identify Roles
and
Responsibilities
Unclear roles, inadequate support teams and poor resource planning
Likely Impacts: Passing the buck, user community is unable to
assign issues to the right team; longer resolution time and missed
SLA’s
Clearly define team structure including
responsibility, ownership, and
expectations of all team members.
Lay down
Communication
Path
Lack of a good communication templates and tools to identify, raise
and communicate issues and missing information.
Likely Impacts: Inadequate information in the issue, unable to
assign issue to right team and resource, lengthier resolution time
Institute a strong governance program,
in which procedures and
communication channels are explicitly
outlined.
Lack of client super users and business users
Likely Impacts: Unable to assign accountability for testing resolution
Collaboration between teams in
order to ensure understanding of
ownership and accountability of
testing and approval process.
Lack of proper transition about the client business processes, OTM
solution, configurations and issues faced in the testing cycle
Likely Impacts: Unable to resolve issues efficiently, unable to
realize criticality and business impact
Routinely update design and
configuration documentation and also
augment end user system knowledge
through ongoing training and support.
Identify Client
Team
Transition and
Training
6
Establish a comprehensive, scalable
support team to support the day to day
needs of the application.
Identify and Categorize Issues
Support Accelerators
Typical Support Areas
Categories
A successful support model must clearly define a simple way for the user community to identify and categorize issues in
buckets or queues followed by assigning severity levels that will determine resolution timelines.
OTM Configuration
•
•
•
•
Bulk Plan Outputs
Null Pointer exceptions
Route built by the plan
New carrier has been
contracted
• Remote exception while
processing Tender
• PCMiler/ Kewill / Carrier
Connect fetching wrong
data
• Missing Fuel Surcharge
OTM User Interface
Integration with ERP
•
•
•
•
Inbound Order Interface
Outbound Trip interface
Tenders to carriers
Data integrity in the
interface
• Time taken for interface
jobs to complete
• Reports and the related
data
• Code and mapping
• Fields not available on
the screen
• Fonts on the screen
set
• New users and access
related issues
• Increase the count of
records in the screen
Capture Issue using Support Tools
Assign Severity to Issues based on Score Card
Assign to the correct Queue
The more the information the faster the resolution
7
General and 3rd Party
• Bulk Plan
performance and time
• OTM and ERP
systems have time
zone mismatches
• Application is brought
back after bounce
• PCMiler/ Kewill /
Carrier Connect
servers not
responding
Identify and Categorize Issues – Common Examples
Categorizing issues can save time and increase efficiency by leveraging knowledge from prior experience. Some examples
of common customer requests that can be mitigated quickly and efficiently include:
OTM Configuration and UI
• Proactive Response: Proposing /
recommending fixes for potential
issues:
 Notify the user before the rate
expires
 Monitor Business Monitors
 Monitor and investigate Bulk
plan diagnostics
• Reactive Responses: Fix any
configuration related areas
 Set up access and controls to
enable correct users from
controlling master data
 Set OTM to send notification
emails on integration failures
 Shipment Tender offer for
multiple logistics involved party
contacts on a shipment
 Increase Bulk Plan numbers
 Enable service providers to add
equipment initial number on an
accepted shipment
Technical
• Reuse the code fixes for recurring issues
• Tune performance to increase bulk plan
throughput and reduce time.
 Large Bulk plans, elaborate
workflows, lengthy saved queries
used in reports/agents
• Tune interface performance to expedite
the inbound and outbound flow of orders
and shipments into and out of OTM
 Web Tier: slow painting of screens,
large number of users logged into
OTM
 App Tier: Multiple Bulk plans and
large volume of transactions
running simultaneously, slow web
logic memory, high App server
CPU usage, OTM threads related
to workflows
 DB Tier: DB locks, updates to OTM
are slow, Retrieval of data to
results screen is slow
Details provided in the Appendix
8
General and 3rd Party
• PCMiler/ Kewill / Carrier Connect
servers not responding
• Integration with 3rd party EBS tools
• Integration with GTM related 3rd party
tools
• Data loading CSV files
• Set up a recurring processes to send
shipments to external systems without
duplication
• Reload data into FTI(Fusion
Transportation Intelligence) Database
after it was already sent
Capture Issues and Assign Severity
Capturing an issue at the right time and recording all required information such as static element, business impact, and user
impact are critical for an effective resolution process.
… assigning the correct severity using predetermined criteria…
…helps quick assignment to the correct Support
queue
…causing least impact, ensuring steady
business as usual…
9
Define Resolution Process
It is important to understand the nature of a problem before jumping straight to solutions. Establish a methodology and
structure to manage the resolution process.
Support Excellence
Defined
Process Flow
Monitor SLA’s and
Metrics regularly
Change Advisory
Board
Resolution and
Documentation
People & Change
User raises ticket
using support tool
Support reaches
out for more
information
Assigns severity
Enhanc
ement?
Internal
investigation and
Issue resolution
Information
analysis &
evaluation
Issue
categorized into
a bucket
Resolve
d?
Deploy
resolution
Request for
more
information
Reach out to
Support
Knowledge
base
Train and
educate the
users
10
Technology
Enhancement
Change
Management
Plan
Test the
solution with
Customer if
required
Maintain
KPI’s, SLA’s
Control and
Advisory Board
Approval
IT
Enhanceme
nt Plan
Training
Development
& Delivery
Risk
Training &
Management
Transformation
Enlighten, Educate and Equip Client Community
 Information and Awareness streamlines good business processes, which in turn enhances
the utilization of technology.
Enlighten
 Order constraining constrains Bulk Plan from optimizing
 Too many agents and workflow causes processing overheads
 Introduce customers to Support communities provided by Oracle such as FAQ, OTM Wiki,
Oracle Metalink
 Educate clients about OTM’s functionality and their potential benefits through demo’s
 Incorporate End user inputs to recommend changes to process owners and leads
 Arrange repetitive training sessions with end users
Educate
 Train Super users on functionality such as :
 Understanding Bulk Plan dialogists
 Creating custom logs
 Understanding top 10 reasons for specific planning results
 Loading data (Locations, regions, rates) using CSV templates
 Equip the client with the right tools and train them to use the same e,g CSV template to
load rates.
Equip
 User guides and UPK’s prove the most effective tools to do 1st level trouble shooting
 Explain the power of Business Monitor and Event based alerts and notification for
proactive issue resolution.
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Accelerators Shorten Issue Life Cycle
OTM
Accelerators facilitate faster resolution within the support process.
.
.
Rate Loading Templates: Use mode based rate templates, with built in formulae
OTM Monitoring tools
1. EMAN
2. Robotics
3. Wire Shark
Automated testing tools (with
Open Source code)
1. SOAP UI
2. Selenium
3. TestNG
XML Template
12
OTM Support Best Practices
• Identify Process owners for each business process and module
• Identify, Involve, and train support teams effectively ahead of time for a smooth transition
•
post go live.
Create and Maintain documentation:




BR.010 Design Documents
MD.050 Functional Specifications
MD.070 Technical Specifications
User Productivity Kit in View it and Try it mode or User Manual
• OTM specific documents, with regards to criticality of issues, resolution and
reduce the turnaround time:




Common Reasons for Inbound/Outbound interface failures and Resolution Guide
Common Bulk Plan outcomes and possible resolutions
Rate Inquiry with Kewill and Carrier Connect
How to Upload files to, and extract files from OTM
• Enlighten, Educate and Equip the customer as an ongoing activity
• Periodic Health-checks of Live environments & methods of performing them
• Automated corrective actions (Interface errors)
13
scenarios to
Appendix
Scenario 1
Add content
15
Scenario 2
Add content
16
Scenario 3
Add content
17
Scenario 4
Set OTM to send an email when inbound integration fails?
1. Set the properties in glog.properties on each server to include the following:
glog.integration.servlet.TransmissionStageError.senderrorEmail = true
glog.integration.servlet.TransmissionStageError.erroremailFrom = [email protected]
glog.integration.servlet.TransmissionStageError.erroremailSubject =Transmission XML Stage Error
glog.integration.servlet.TransmissionStageError.errorEmailTo = customer_email_id
glog.integration.servlet.TransmissionStageError.includeTransmissionText = true
2. Restart server and try to upload an xml that fails to load through Integration web service
OTM (Oracle Transportation Management) master data are interfaced from upstream systems. How do I address sequential
interface errors or auto processing of multiple transmissions with ERROR status?
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The Training and Knowledge Repository that works
Based on Deloitte’s experience with OTM support projects, here are a few key considerations to ensure success.
Common Challenges
Best Practice
Confusing documentation (Design,
Configuration, scenario mapping) not related
to Day-in-the-Life processes
Good documentation, that regularly maintained,
reduces the need to re-invent the wheel and re-train,
especially in cases of recurring issues
“How to documents” can be of great help to users and
support teams likewise to understand process and
solution
Lack of simple User manuals or UPK’s
Lack of understanding of OTM functionality
that is not in scope of the solutions
Train the trainers- Well-trained end-users(planners,
rate loaders) can reduce the creation of requests for
basic functions and processes
1st time client users are unaware of the
external user communities and knowledge
repositories
Enlighten and educate
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