What is the solution to the “engineer individualization problem”? Discuss operational issues

This is Kai Fujisawa from public relations.

On September 20, 2019, the Japan MSP Association 's "Operation Issues Sorting Working Group" was held in Osaka!

Why do it?

1. Survey on the current status of operations at Japanese MSP operators
2. Organize the issues faced by operational sites

Based on this purpose, MSP operators regularly gather and conduct activities.

we had the participation of Xtrans , Heartbeats , Clara Online , and SkyArch , who belong to the Japan MSP Association, The name participated.

↑The opening greeting was from Mr. Fujisaki of Heartbeats. It seems like it's always jersey style.

Operation role model study session

First, Mr. Hatano from the Operation Design Lab gave a talk on the theme of ``Operation Value and Role Models.''

• What are the challenges in operation?
• What exactly is operation?
• What should the structure of the people who operate it be like?

We shared the concerns faced by MSP operators, and thought about an organizational structure that would help solve the problems.

Operational challenges

■High load ...work becomes complicated

■Individual-specific : only certain people can do the work

■Invisible cost-effectiveness : evaluation of operations is not appropriate

To solve these issues, it is necessary to structure the operation

1. It is easy for people to understand
2. The system is easy to use
3. Verifying that it is logically correct

By creating such a system, you can perform proper evaluation, handover, and automation.

We believe that the essence of operations as an MSP operator is "to continue and develop the customer's business .

We believe that the value of operations is determined by whether we work together to solve customer issues and contribute to business continuity and development. To achieve this, it is necessary not only to continue business operations (overall optimization of the company) to continue operations (partial optimization of the workplace)

Operational role model

Mr. Hatano explained the operational role model that MSP operators should have based on his hypothesis that individualized , but individualization

Individualization is good ( innovativeness and flexibility are valuable)

• Overall management

A person who can manage everything related to operations (operation manager)

• Overall optimization engineer

A person who can design business operations at the operational site (architect)

People who can manage organizations and human resources (VPoE)

• Service-enhanced engineer

People who can make appropriate proposals to customers (sales)

People who can appropriately understand customer requests (support)

• Technically enhanced engineer

A person who can quickly resolve problems (rescue)

A person who can lead the technical direction (tech lead)

People who can make use of existing in-house technology to make things concrete (implementation)

Acting as a bridge between the affiliated and the non-affiliated

• regular engineer

People who can turn personal work into non-personal work

Non-personal is good (continuity and reproducibility are valuable)

• associate member

A person who can properly handle non-personal tasks

 

In order to be able to continue operating business, the challenge is how to make work that requires individualization non -individualized ” is most needed.

1. Logical ability: Ability to emphasize and practice logical correctness
2. Abstraction ability: Ability to model objects in an easy-to-handle manner
3. Specification ability: Able to directly look at the field and reality and optimize

To acquire these skills, the first step is to ``write a proper procedure manual.''

Internal roles of each company

After the study session, the participating companies, Extrans and Beyond, announced their internal operational roles.

↑Mr. Niwa, representative of Xtrans. When it started, there were only five people running the business, and Mr. Niwa grew the company while doing sales. As expected from his sales background, his talk was interesting and easy to understand.

↑From Beyond, Kashiwagi, leader of the operations management division, will be on stage. He talked about the current state of the operation system and the issues that need to be resolved in the future, while boasting about his success in dieting.

This time, Mr. Hatano and Mr. Niwa shared their thoughts on how to operate the system, and I think it will be an opportunity to review the system within the company.

By continuing manned monitoring by engineers 24 hours a day, 365 days a year, Beyond will continue to develop our business with operations first