TQM: 2024-03-25 - Scoutnet Absolute Secure Licenses Expired

Owned by Adele Diedericks, created
Last updated: Jun 05, 2024 by Ali Demmer
2 min read

CX TQM Issue

https://tforge.atlassian.net/browse/CP-158

Date of Issue

Mar 24, 2024

Duration of Issue

To be confirmed

Area of Failure:

Process & People

Impact

Recurring Major Issue

Stakeholders

Facilitator

@Adele Diedericks

Stakeholders

  • @Gabriel Makins

  • @Vishane Naicker

  • @Sylvester Kuisis

  • @joyce (Deactivated)

  • @Charne' Hofmeester

  • @Lebogang Komane

  • @Rijnhard Hessel

  • @Ali Demmer

  • @Antony Makins

Customers

  • Scoutnet

History of Events (Root Cause)

  1. Absolute Secure licenses expired which impacted the customer negatively.

  2. This is the second occurrence, where this specific customer’s licenses expired the previous year.

  3. There were internal reminders sent and internal communication around January this year and another notification internally in February this year without the required actions to prevent the expiry date from lapsing before the renewal could take place.

  4. There was a meeting held with the customer in December 2023 related to this too.

  5. The turnaround times (TATs) to request licenses from the 3rd party provider takes too long, around +- 2 weeks currently, this is under review by Antony.

  6. There was a lack of communication internally and it is noted that no responsibility for the required actions were taken to prevent this from happening on time. Specifically referring to license renewal processes.

  7. It is noted that there is currently no sustainable process to proactively manage license renewals effectively on an annual basis.

  8. The current part codes needs to be reviewed and amended to make the required provisioning for annual and month to month agreements, with annual including a discounted exception.

  9. Identified that there is no proactive warning /notification system in place.

Actions

Set Meeting Date 2024-03-25
Draft Actions
List of actions below:
Create a registry for all licenses to effectively track on SharePoint, granting access to all relevant stakeholders @Gabriel Makins
Identify and create a process to effectively mange licenses and expected expiration dates, share with all relevant stakeholders (Important for future services and new solutions like Amelia, Omni Sense) @Rijnhard Hessel @Sylvester Kuisis @Vishane Naicker @Ali Demmer
Require at least a minimum of 90 day’s warning notification to all relevant stakeholders, determine warning thresholds and frequency thereafter @Gabriel Makins
Ensure we have extra licenses available to mitigate any future risks @Gabriel Makins @Sylvester Kuisis
Create a new part code/s to cater for annual, month to month, reduce or increases in licenses, review current part codes and determine new part codes to add, update all relevant stakeholders @Charne' Hofmeester @Rijnhard Hessel
Review the 2 week’s turn around time from the 3 rd party provider, to speed up the turnaround time @Antony Makins

Meeting Attendees

  • @Antony Makins (Meeting host)

  • @Adele Diedericks

  • @Ali Demmer

  • @joyce (Deactivated)

  • @Rijnhard Hessel

  • @Vishane Naicker

  • @Sylvester Kuisis

  • @Lebogang Komane

  • @Gabriel Makins

  • @Charne' Hofmeester

Outcomes

Root Cause

Refer to history of events

Resolution Summary

 

We have identified and agreed that the "Areas Of Failure" were "Process & People" related. There was a lack of an efficient and sustainable process to ensure annual licenses do not expire or are ordered well in advance. Additionally, there was a lack of communication which led to a lack of responsibility to action the required steps to mitigate this.

All relevant stakeholders agreed in the session that we will focus on creating a registry to properly track all licenses and their respective expiration dates. We will also create an improved process to keep all involved parties accountable to ensure operational efficiency. Furthermore, we will review the current part codes and make provisions for any future changes.

By implementing the above measures, we will potentially improve internal communication and increase customer satisfaction.

 

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