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My Experience at IBM

My Experience at IBM

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My Experience at IBM

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  1. My Experience at IBM Ken S. Li Dept. of Math

  2. IBM As We Know - History

  3. IBM As We Know – History

  4. IBM As We Know – Today

  5. IBM As We Know – Business

  6. IBM at AXP • One of IBM’s all-time biggest IT service contracts valued at more than $4 billion • More than 2000 IT professionals worked in the IBM@AXP team • Delivery Team (located in Phoenix, Albert Kuhn’s Team) is under Service Delivery Center-West (located Boulder, Colo.) • Manager Team is located in AXP’s World Financial Center (located in NYC) • IBM@AXP team is housed in 23 countries

  7. Interesting Acronyms • OID, OIM, RFS, PCC, EIS, ESIM, LOA, BAU, PCR, JAPA

  8. The Meetings • Weekly staff meetings (Albert Kuhn, Art Hoffman, Joseph Correnti) • In person, Tele Conferencing, Video Conferencing • Ping, Who is just joined?

  9. Communications • Lotus Notes system • Email is over used • Calendar events • Same time

  10. Working Environment • Small cubical, small office • Flexible working schedule • Travel to work • Home office

  11. My Work • Data Mining from Web Tools • Study of Metrics for service processes • Forecasting of incoming volume • Forecasting of outgoing volume • Calculation of Resource requirements • Using statistical analysis to redefine cycle time target for RFS process

  12. The RFS Process • The RFS process consists of Initialization, Request Confirmation, Solution, Quality Assurance, Waiting for Customer and other components • Types of RFS’s: Complex, T & M, Incremental, Small • BAU Throughput, BAU Queue Size, Backlog • Target cycle time for various RFS’s

  13. Mathematics Problems • Determine distribution for service time • Determine the parameters of the distributions • Relation between the sum distribution and the individual distributions • Capacity and availability • Optimization of resourcing

  14. The weather, the living condition • Hot • Dry • No Grasses • Forest has no trees • Not cheap, not expensive, big malls

  15. Bob – My Roommate

  16. Kyle, Sean and Matt – The Students