1. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Quality System Design: Process from Requirement to Implementation to Meet Customer Needs Andrew N. Rollins, Ph.D. May 17, 2007

2. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Introduction Definitions used in presentation Integrator Company putting together end to end solution for a customer Customer/ Operator/ Service Provider Company who uses system to support end users End User People who employ services or products supplied by Customer/ Operator/ Service Provider

3. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 System Integration Ownership Shift from proprietary systems to COTS Who does the system integration, customer or integrator? Customer Save Money Higher level of expertise required Must determine what platforms and software works with what Must deal with each provider directly to troubleshoot Integrator Higher cost to the customer One stop shop for resolution of issues Less expertise needed by customer

4. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 End User Customer Needs End users requirements are stringent End users are impatient! The information is desired now Acceptable wait times have tended to decrease over time The information should be able to be retrieved anytime 24X7 (in a lot of cases) Products that can meet these needs are preferred over those that cant

5. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Requirements to Integration Requirements Gathering What are customers looking for or needs? Agreement on Details Is this what the customer is looking for or needs? Development and Test Does this do what the customer is looking for? And can we prove it? Alpha/ Beta Testing, Release to General Public Does this do what we said it would? Does it work in the field the way it was expected? How do we show that? Requirements Gathering Agreement on Details Development and Test Alpha/ Beta Testing Release to General Public

6. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Requirements Gathering What are customers looking for? What feature or function is needed? What is customer trying to do? What are the end user requirements? Example: Ticketing Application End users should be able to purchase tickets for flights up to 300 days away 24X7 10,000 concurrent users Select seats Set reminders for flights

7. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Operators/ Service Providers Requirement Operators or service providers need to make sure stringent requirements are met Example: availability of travel sites If the site is available, customers can conduct business, maintain customer satisfaction If the site is unavailable, revenue is lost due to lost ticket sales Customers cant conduct business, and may go elsewhere Availability and reliability are key Platforms, network, etc

8. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Agreement on Details The details are worked out after requirements are agreed to Conversations, documentation, etc. Allows integrator to provide information to the customer about how feature will work, lower level details Implementation details, expected performance, availability and failover also addressed Feature vs. fault requirements Example Types of servers, network equipment needed Settings for platforms Billing, provisioning, failover, etc. details are all agreed to

9. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 System Design Principles Low latency High system availability (5 9s for telecom platforms) Applies to platforms and network Minimal downtime for upgrades Especially for cases where need to serve many timezones Redundancy included in all aspects of the system Platform redundancy (HW and SW) Network redundancy (multiple paths to the same point) Alarms and troubleshooting tools are key Node ANode CNode B

10. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Commercial Off the Shelf Solution (COTS) vs. Custom Development COTS Customer determines requirements to be met, finds the solution and deploys – Customer generates RFI/ RFP – Selects solution from those available or responding – Vendor provides training on product – Custom changes are not typically entertained May be very expensive, or supplied by third parties Custom Development Requires much tighter communication with customer Requirements must be understood by both the customer and integrator – Customer needs to understand and communicate what they are trying to do, and what they need – Integrator needs to understand what the customer is looking for, and anticipate their needs

11. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Development and Test Features and functionality are developed and tested Developed to meet details Tested against agreed to test cases to show functionality works as agreed to May include performance testing Must include fault testing (ensuring quality of system) Testing should replicate common deployments Example Develop application, set up lab to replicate deployed configuration Use test tools to generate load for performance testing

12. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Alpha/ Beta Testing, Release to General Public System is put through a trial (alpha), refined and tested again (beta), and released when objectives of alpha and beta are met Through the alpha and beta, system demonstrated to meet customer needs Example Trial new system in customers facility Test with customer test team Deploy beta system with friendly users (may be end users) Deploy final system (assuming no defects)

13. Motorola Confidential Proprietary MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2005 Summary Requirements and details phases are as important as Development/ Test Careful planning with customer is critical Both for requirements, as well as details Agreement on testcases with customer in requirements phase can help ensure what is delivered is what is needed