Sunera Technologies Pvt. LTD.: Standard Operating Procedure Template

Standard Operating Procedure Template
Sunera Technologies Pvt. Ltd.
Document Control:
Version Control:
Date
Version
Author
Reviewers
Approvals and Authorizations:

Name
Designation
Date
Distribution of Copies:
Copy No
Name
Location
Issue Date
Table of Contents
Document Control: ......................................................................................................................................... 2
Version Control: ......................................................................................................................................... 2
Approvals and Authorizations:................................................................................................................... 2
Distribution of Copies: ............................................................................................................................... 2
1.
Purpose .................................................................................................................................................. 5
2.
Scope ...................................................................................................................................................... 5
3.
Reference ............................................................................................................................................... 5
4.
Definitions and Acronyms ...................................................................................................................... 5
5.
Introduction ........................................................................................................................................... 6
6.
5.1.
About Sunera Technologies Pvt. Ltd. ............................................................................................. 6
5.2.
About Client.................................................................................................................................... 6
5.3.
Contact Information ....................................................................................................................... 6
5.4.
Time Zone ....................................................................................................................................... 7
Project Summary .................................................................................................................................... 7

6.1.
Project Overview ............................................................................................................................ 7
6.2.
Project Estimations ........................................................................................................................ 7
6.3.
Project Management Plan .............................................................................................................. 7
6.4.
Project Schedule............................................................................................................................. 8
6.5.
Requirements Traceability Matrix.................................................................................................. 8
6.6.
Resource requirements .................................................................................................................. 8
6.6.1.
Sunera Organization Structure ............................................................................................... 8
6.6.2.
Client Organization Structure ................................................................................................. 8
6.6.3.
Resource Calendar.................................................................................................................. 9
6.6.4.
Responsibility Matrix between Client and Sunera ................................................................. 9
6.6.5.
Offshore and Onsite Resource Details ................................................................................... 9
6.7.
Project Quality Plan ........................................................................................................................ 9
6.8.
Project Risks ................................................................................................................................... 9
6.9.
Projects Issues / Clarifications ...................................................................................................... 10
6.10.
Metrics Plan.............................................................................................................................. 10
7.
6.10.1.
Project Performance Report ................................................................................................ 10
6.10.2.
Variance Analysis.................................................................................................................. 10
6.10.3.
Quality Metrics ..................................................................................................................... 11
Scope of the Project ............................................................................................................................. 11

7.1.
Overall Scope of Services ............................................................................................................. 11
7.2.
Detailed Scope of Services ........................................................................................................... 11
7.3.
Out of Scope ................................................................................................................................. 11
8.
Support Methodology .......................................................................................................................... 12

8.1.
Support Hours .............................................................................................................................. 12
8.2.
Coverage and Leave Plan Process ................................................................................................ 12
8.3.
General Services Provision ........................................................................................................... 12
8.3.1.
Applications Support ............................................................................................................ 13
8.3.2.
Service Levels and Reporting................................................................................................ 13
8.3.3.
Service Level Agreements .................................................................................................... 13
8.3.4.
SDLC Process Flow ................................................................................................................ 13
8.4.
9.
SDLC Process / Quality Reviews ................................................................................................... 13
Transition and Training Plan................................................................................................................. 13

9.1.
Transition ..................................................................................................................................... 13
9.2.
Training Plan ................................................................................................................................. 13
9.3.
Training Methodology .................................................................................................................. 13
9.4.
Checklist ....................................................................................................................................... 13
10.
Escalation Process ............................................................................................................................ 14
10.1.
Sunera Escalation Matrix.......................................................................................................... 14
10.2.
Sunera Escalation Process ........................................................................................................ 14
10.3.
Client Escalation Matrix............................................................................................................ 14
10.4.
Client Escalation Process .......................................................................................................... 14
11.
Open and Close Issues:..................................................................................................................... 14
11.1.
Open Issues: ............................................................................................................................. 14
11.2.
Closed Issues: ........................................................................................................................... 14
1. Purpose
<This subsection should describe the purpose of this document>
2. Scope
<This subsection should describe the scope of this document>
3. Reference
This subsection should:
Specify the sources from which the references can be obtained.
This information may be provided by reference to an appendix or to another document
4. Definitions and Acronyms

<This subsection should provide the definitions of all terms, acronyms and abbreviations required
in this document>
Acronym / Definition
Description
5. Introduction
5.1. About Sunera Technologies Pvt. Ltd.
Sunera Technologies provides a wide array of software services within the models of offshore,
onsite and combinations of the two. Our proven and demonstrable track record empowers us to
deliver value in each engagement, a fact substantiated by our ever-increasing client base. Our
operational excellence ensures that each dollar that our clients spend on an outsourcing
engagement provides them an enhanced ROI, which is both tangible and measurable. We
engage with clients as strategic partners and enable them realize IT driven business benefits.
This win-win proposition has enabled us to grow at a phenomenal rate surpassing most industry
standards.
As we march forward, we remain committed to strengthening our skills and expertise towards
adding incremental value to our client businesses by continually moving up the services value
chain. We shall continue to leverage our Sunera Value Portal (SPORT), core of our operational
excellence; we firmly believe that our foundation has the significant attribute that gives our
clients an edge over others in the market, thus ensuring our success.
5.2. About Client

<This subsection should describe about the client, its business and operations>
5.3. Contact Information

<This subsection should describe the contact information of key contacts from client site >
Name
Designation
Location /
Department
Primary
contact No.
Email
5.4. Time Zone

<This subsection should describe the time zone of the client at various operating zones>
S.
No.
Client Operating
Location
Time
Zone
Time difference from IST

Normal period
Daylight period
Daylight
saving period
6. Project Summary
6.1. Project Overview
This subsection should describe the overview of the Project and the project application
portfolio.
6.2. Project Estimations

This subsection should describe the project estimations.
Some samples estimates could be:
Category
Time Estimate
Time Estimate
Cost Estimate
Cost Estimate
Description
Estimated Value
Activity Resource Requirements

Activity Duration Estimates
Project Budget
Activity Cost Estimate
6.3. Project Management Plan

This subsection should describe PMP which should broadly cover:
Schedule Baseline
Cost performance Baseline (Project Budget)
Scope Baseline
Other plans like requirements management, schedule management, human resource
plan, communication management, quality management etc as applicable.
6.4. Project Schedule

This subsection should describe Project Schedule. The schedule must contain the following:
Activity List
Duration
Start and End Dates
Milestones
Resources, etc.,
Once the schedule is approved by the authorities then it has to be frozen and used as baseline
for measuring performance at periodic intervals.
6.5. Requirements Traceability Matrix

Once requirements are collected and analyzed, they must be tabulated as follows. This helps to
ensure each requirement adds value to Business / Project Objectives and that None of the
requirement is implemented without proper approval.
Requirement Information
ID
Requirement
Priority
Source
Additional Traceability Information

Relates to
Objective
6.6. Resource requirements

6.6.1.
Sunera Organization Structure
6.6.2.
Client Organization Structure
Version
Approval
Status
Verification

6.6.3.
Resource Calendar
Include resource calendar which contains the number of hours a person, department or entire
project team will be needed each week or month over the course of the project.
6.6.4.
Responsibility Matrix between Client and Sunera
Responsibility matrix can be included in the form of RACI matrix to illustrate the
connection between project activities and project team members.
Resources
RACI Chart
Activity
Resource 1
Resource 2
Resource n
Activity 1
Activity 2
..
Activity n
A
C
.
R
R
A
.
A
.
.
.
I
R
.
I
6.6.5.
R - Responsible
A - Accountable
C - Consult
I - Inform
Offshore and Onsite Resource Details
Along with Onsite and Offshore team member details, describe the Role and Responsibility
of each of the Team members.
6.7. Project Quality Plan

6.8. Project Risks
Risk Register is used to track information about identified risks over the course of the project
and is updated periodically after every review.
Risk
ID
Risk
Statement
Probability
Scope
Impact
Quality Schedule
Cost
Risk
Cause
Contingency
Plan
Comments
6.9. Projects Issues / Clarifications

Issue logs have to be maintained all through the project and updated dynamically.
Issue
ID
Category
Issue
Impact on
Project
Objective
Urgency
Responsible
Party
Actions
Status
Due
Date
In above table Category: refers to Type of issue - stakeholder, decision, etc.
6.10.
Metrics Plan
List the Project Performance Objectives and their respective goals. Measure the performance at
all major milestones against the respective Baselines to identify the variance.
6.10.1. Project Performance Report

A sample Project Performance report is embedded below:
Performance
Report.docx
6.10.2. Variance Analysis

Schedule, Cost and Quality Variances has to be recorded as follows:
Planned Result
Root Cause:
Planned Response:
Actual Result
Variance

6.10.3. Quality Metrics
This section contains describes the items that have been quality tested and approved.
ID
Item
Metrics
Measurement Method
7. Scope of the Project

7.1. Overall Scope of Services
The Project Scope Statement is used to define, develop, and constrain the project and product
scope. This would also contain Assumption and Constraint details.
7.2. Detailed Scope of Services

The Project scope is detailed to work package level through Work Breakdown Structure (WBS).
The WBS is used to decompose all the work of the project. It begins at the project level and is
successively broken down into finer levels of detail. The lowest level is a work package.
A Sample Work Breakdown Structure is outlined below:
7.3. Out of Scope

Enlist in detail all the items that shall not be covered in the project.
8. Support Methodology
8.1. Support Hours
SUNERA will provide support for production systems for 24 X 5 PST hours every week day. In
addition, SUNERA will provide support as requested on holidays and weekends (special
requests on need by basis) for the term of this proposal. For non-production systems as defined
in the scope of services, OSI will provide support for the hours of 10 p.m. MT to 6 a.m. MT.
Shift Name
Shift Start
Shift End
8.2. Coverage and Leave Plan Process

Coverage:
Holidays:
Leave Process:
Planned Leaves:
Unplanned Leaves:
8.3. General Services Provision
Shift Hours

8.3.1.
Applications Support
8.3.2.
Service Levels and Reporting
8.3.3.
Service Level Agreements
8.3.4.
SDLC Process Flow
8.4. SDLC Process / Quality Reviews
9. Transition and Training Plan

9.1. Transition
9.2. Training Plan
9.3. Training Methodology
9.4. Checklist
10. Escalation Process

10.1.
Sunera Escalation Matrix
10.2.
Sunera Escalation Process
10.3.
Client Escalation Matrix
10.4.
Client Escalation Process
11. Open and Close Issues:

11.1.
ID
Issue
11.2.
ID
Issue
Open Issues:
Possible Resolution
Owner
Target Date
Impact Date
Owner
Date closed
Impact Date
Closed Issues:
Resolution Passed

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Standard Operating Procedure Template

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