quality & reliability -...
TRANSCRIPT
George ZdraveckyVice President, Test & Product AssuranceOctober 4, 2016
Jennifer FordTechnical Leader, Operations Support Services
Quality & Reliability
Customer-focused, DA-wide ecosystem
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
PlanPlan DispatchDispatch FlyFly MaintainMaintain
ControlControl
AnalyzeAnalyze
Data, Documents, Distribution & ServicesData, Documents, Distribution & Services
Digital AviationEcosystem
Navigation and Flight Optimization Mission Assurance
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Jeppesen is the Industry Leader
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Database CoverageGlobal Alerts
0
5
10
15
20
25
30
35
40
Cycle 6 Cycle 7 Cycle 8 Cycle 9
Jeppesen Other
Alerts Per NAV Cycle
Jeppesen Other
Global Airports
~7,000
~2,100
Global Alerts (Calibrated)
0.00%
0.50%
1.00%
1.50%
2.00%
Cycle 6 Cycle 7 Cycle 8 Cycle 9
Jeppesen Other
Alerts Per Cycle Per Database Coverage
Technical Leader, Operations Support Services October 4, 2016
Jennifer Ford
Quality & ReliabilityDigital Production System Deep-Dive
Digital Production SystemQuality Escapes and Strategic Systemic Response
Strategic Systemic Response• Value Stream Mapping• Incident Categorization• Problem-Solving and
Measurement• Leadership Stand-Ups • Dedicated Teams• Financial Investment
Quality Escapes• Incorrect charts displayed• Application crashes• Certificate expiration • Error 199• JDM UI downtime• Charts not rendering
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Data Production
Extract and Package
DeliveryDistribution
Device
AIP & Other Data
Customer Data
Digital Production System ImprovementsTactical Response of 37 Initiatives
• Corrective actions
• Preventative checks
• System Improvements
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Data Production
Extract and Package
DeliveryDistribution
Device
AIP & Other Data
Customer Data
Digital Production System ImprovementsTactical Responses
• Corrective actions
• Preventative checks
• System Improvements
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Corrective Actions To Fix Root ProblemsRoot Problem: Duplicate Charts In Global Repository
• Programmatic Clean of chart repository
• Standard work training to global Data Production Teams
• Functionality Enhancements
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Data Production
Extract and Package
DeliveryDistribution
Device
AIP & Other Data
Customer Data
Digital Production System ImprovementsTactical Responses
• Corrective actions
• Preventative checks
• System Improvements
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Corrective Actions to Fix Root ProblemsRoot Problem: E-Delivery Infrastructure developed to package and publish quickly without stopping
• Development of Stop and Validate infrastructure
• Any data package can be configured to stop before delivery for manual or automated validation
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Data Production
Extract and Package
DeliveryDistribution
Device
AIP & Other Data
Customer Data
Digital Production System ImprovementsTactical Responses
• Corrective actions
• Preventative checks
• System Improvements
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Preventative checksGap: Authoring groups did not have mobile application check during chart authoring
• Development of verification viewer for global Data Production teams
• End-application quality check at chart creation
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Data Production
Extract and Package
DeliveryDistribution
Device
AIP & Other Data
Customer Data
Digital Production System ImprovementsTactical Responses
• Corrective actions
• Preventative checks
• System Improvements
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Preventative ChecksGap: Automated tests historically software focused
• Automated final chart verification check
• Quality assurance step run on standard world-wide database
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Data Production
Extract and Package
DeliveryDistribution
Device
AIP & Other Data
Customer Data
Digital Production System ImprovementsTactical Responses
• Corrective actions
• Preventative checks
• System Improvements
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
System improvements to correct issues in the fieldGap: System limitation to deliver only on cyclic schedule
• Off-Cycle Revisions• Development of re-
delivery functionality• If an error is
detected or customer requested changes necessary
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Digital Production System Continuous Improvement: Quality and Reliability
Integration Process Workshop
□ Dependency Map for TCLs
JDMPro JVC Account for Validation
□ Trip Kit On Demand
Certificate Management Process
Off-Cycle Revisions
□ JDMPro 2.0
AppExtract & Package Delivery
□ Cyclic Counts
□ 35 Character space flag for Term Chart Viewer
□ e-Delivery STOP and VALIDATE Capability
□ e-Delivery STOP Publish
□ e-Delivery Staging Area
□ Enroute aggregation tool cycle check
□ PDF2TCL Converter: embedded raster flag
□ E-Delivery Infrastructure Re-design
Data Production
AIP & Other Data
CustomerData
□ Enroute Validation
□ Automated Final Chart Verification Check
□ Weekly Manual Chart Quality Check
□ Data Validation Test Lab Recommendations
□ Data Validation Automated scripts
□ E-Delivery Dashboard
Chart Repository Cleanup
Chart release standard work/training for data production
□ Data Production Chart Validation time study
Validation Viewer for Data Production Teams
□ Automated Fix for corrupted MicroStation files
□ Obstacles QC tools
□ Stock Delete with Future Effective Date
□ PDF2TCL Flag Embedded Raster
□ Functionality to end chart EFF in future
□ Upgrade TCL Viewer for GNS
□ Value Stream Mapping
□ Metrics Collection and Analysis
□ ServiceNow ® Monitoring
□ Data Governance Stewardship Council
□ Nav DPS Stand-Up
□ Problem-Solving Methodology training
Strategic Systemic Improvements
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
George ZdraveckyVice President, Test & Product AssuranceOctober 4, 2016
Quality & Reliability
Flight Planning Deep-Dive
Flight Plan Statistics – All Environments
• 41,000 flight plans per day / 1.1 million flight plans per month (Silver & Gold)
• Produce 240,000 aviation weather charts per month/9,000 per day
• 402,500 Crew briefs generated per month/13,400 crew briefs per day
• Total NOTAM record volume for 2015 was 3.46 million; 2016 YTD is currently running nearly equal at +0.2%.
• Process average of 9,750 NOTAMs per day
• Average monthly volume is 260k in summer; 328k in winter.
• Current number of active NOTAMs at any given time is running at 60k
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
JHAS 2016 Availability
Author, 10/20/2016, Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Our Commitment
We Continue ..
• Continually improve our environment
– Data integrity
– Availability
– Reliability
– Stability
– Security
• Pursue higher availability & additional business continuity
• Provide ongoing communication, status and transparency
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
High Availability / Business Continuity Efforts
• Shadow/Stage/Design Segment Environment
• Data Integrity Checks
• Enhanced data integrity monitoring
• Improve/Accelerate Restore Process
• Enhanced Change Management, release, and support processes
2015 2016 2017
Network Enhancements– Implemented New Firewalls
– Enhanced Denial of Services Controls
– Rate Limiting Implemented
Migration to Virtual Servers
Continuous Application Health Checks and Monitoring
Customer migrations to balance load between environments
Disaster Recovery Contract in place and environment build
Third Party hosted standby DR environment (geographically dispersed)
Continued network enhancements (environment isolation)
Product/Solution development towards stability and high availability
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
DR Roadmap
• Architecture finalized• RFQ submitted• Vendor selected • Contract signed
• Build DR environment• Build Servers and O/S• Install applications • Enhanced Security• Traffic Throttling
• Finalize Applications• Application Testing• Regression Testing• Performance Testing• Customer data validation• Customer communication on
environment and access• Improved JPDC Monitoring
• Third party hosted Hot Standby DR
• Environment Ready and Available
• JPDC Enhancements
Q1/Q2 2016
Q3 2016
Q4 2016
Q1 2017
DR Phase I • Third Party Hosted (Tulsa, OK)• Jetplan.com, easyBrief, Jetplanner 4.x access• Weather, NOTAMS, Messaging Interfaces• ATC Filing Phased approach
DR Phase II • Additional functionality added• Automated Failover (seamless for
customer)
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
• Quality leads reliability and value for customer operations
• Quality is a competitive advantage
• Clarity drives velocity to market
• Verification and continuous inspection drive first time quality
• Monitor, measure, remove waste, continuously improve, deliver operational excellence
Drive Quality Policy
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Create Value through Integrated Product Teams
Customer SolutionsProduct & Portfolio Mgmt.Product DevelopmentFunctions & Operations
IntegratedProduct
TeamIntegrated Product Team (IPT)
Design Develop Implement Support
Roles
Renew/Retire
Continuous Feedback / Learnings
Develop TransitionConcept MonitorScope Validate RetireDefine Confirm
0
ConceptAcceptance
1 2 3 4
Decisionto Pursue
Decisionto Show
Decisionto Offer
BusinessApproval
5
ProductionReadiness
11
Release
6
Approvalto Retire
SLiM
Mission Assurance 'milestones’
IPTs manage products through the lifecycle, within a portfolio
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Zero Defects Program - QMS
Data Production
Infrastructure
Application
Customer Environment Test bed
Monitoring• System Health• Usage• Performance• Quality
Governance• Data• Compliance• Release• Implementation• Training• Quality
Incident Management• Coordinated System Recovery• Logging and Notification• Reporting
Problem Management• 8 Step Problems Solving Methodology• Fault Tree Analysis
30/60/90 day time boxes Processes
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Continuous Measurable Improvement – Zero Defects
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
Jeppesen Proprietary - Copyright © 2016 Jeppesen. All rights reserved.
“Quality means doing it right when no one is looking.”
– Henry Ford