Confidential

How to send the error

report

Created Date: 2010/08/23

Latest Update Date: 2011/12/16
Creator: AMO BW Team

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 Confidential
Table Of Contents

 Change History
 Background & Purpose
 Key question for this task
 Process overview
 Lesson learned
 Highlights

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Change History

Change History
Date Modified Modified By Brief Description of Changes
2010-02-11 Alex yang Create version 1 - Initial creation
2010-02-11 Alex yang Create version 2 - add detail steps
2010-02-15 Alex yang Create version 3 - add jp1 screen shot
2010-02-20 Alex yang Create version 4 - totally change the detail process
2010-04-06 Alex yang Create version 5 - finish part II & add new procedure for Part I
2010-04-07 Alex yang Create version 6 - Add new steps to the Part I
2010-04-20 Alex yang Create version 7 - Add the due time check and update Part I
2010-04-20 Alex yang Create version 8 - Update slide 7
2010-04-23 Alex yang Create version 9 - Add background & purpose slides
2010-04-23 Alex yang Create version 10 - Update the document according to Patrick
requirement
2010-04-24 Alex yang Create version 11 - Add lesson learned slides
2010-08-23 Kent Yu Create version 12 – Add lesson learned slides 2
2010-08-25 Kent Yu Use the latest job list version to replace old one
2011-09-08 Roger Du Update all Hyperlink to file server and modify content include slides4，
6，８，９
2011-12-16 Roger Du Includes the error report check list and modify content include slides
8,9

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Background & Purpose (1/2)

 Background:
In Kao, plenty of reports needs to be readiness by the time KAO
business defined, due to the night batch fail or delay, the data for the
reports would be incorrect or incomplete. that will greatly impact Kao
business.
So AMO need to send announcement to Kao LHDs to inform them to be
aware of those issues, that would avoid the mis-understanding or
further operation chaos in business

 Deadline
We should send the error report by the following:
- ABS system before the 8:30am CNT
- KCE system before the 2:30pm CNT

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Background & Purpose (2/2)

 Purpose: After you read this document, we hope you can

 Verify whether we need send BW Error Report to Kao LHD
 Find impacted report and country correctly
 Find the root cause for the BW Error Report
 Send a correct announcement to Kao LHD

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Key question for this task

 Before doing this task, you must know the answer for following question which be useful for
you
 Why AMO should send BW Error Report to Kao LHD
 AMO should reduce the impact for night batch job error/delay and keep the data accuracy for BW report
 How does AMO decide whether to sent error report, that depends on:
 The failed jobs can not be recovered before 8am CNT for ABS, and 2pm CNT for KCE.
 The email regarding delayed email sent from KAO ITO includes the following information:

 When AMO should send BW Error Report to Kao LHD

 The job can not finished before its due time : 8:30 CNT – ABS, 2:30pm CNT - KCE.
 How AMO send BW Error Report to Kao LHD
 Please go to next slides

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Process overview

 This task can totally be divided into 6 parts:

 Part I: Check Email from KAO ITO team
 Part II: Find Impacted Report & Country
 Part III: Find the root cause
 Part IV: Send the announcement to LHD
 Part V: Reply the announcement to LHD
 Part VI: Process of following up the error report.

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Process overview on ABP: AMO Side
1 8
Comment If there are many jobs Step 8
Email check from in delayed, we need to belongs to
The duration for monitor them once
Step1 is 8:00 ~ 8:30 KAO ITO team Part VI
every 30 minutes until
(CNT) in Step1 those are completed.
2 (Follow Part VI)
Check Job list
Step 1 to Step 3 9
belong to Part I Detail Check step
and estimate
3 Yes recovery time and Step 9
Check JP1
send announcement belongs to
daily Hierarchy follow PartⅡ Part Ⅱ
6 Whether can
list the detail
reports before 10 Before send
8:30 CNT Announcement
Whether delay
job can be No and must finish error
4 finished before report check list
No
due time in JP1 7 Step 11
we can send 11
the first error Send belong to
report with Announcement Part Ⅲ.
impact area.
Step 11
Yes 12 Reply belongs to
5 Announcement Part V
Follow normal
handling procedure

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Process overview on KBP: AMO Side
1 8
Comment If there are many jobs Step 8
Email check from in delayed, we need to belongs to
The duration for monitor them once
Step1 is 14:00 ~ 14:30 KAO ITO team Part VI
every 30 minutes until
(CNT) in Step1 those are completed.
2 (Follow Part VI)
Check Job list
Step 1 to Step 3 9
belong to Part I Detail Check step
and estimate
3 Yes recovery time and Step 9
Check JP1
send announcement belongs to
daily Hierarchy follow PartⅡ Part Ⅱ
6 Whether can
list the detail
reports before 10
Before send Announcement
8:30 CNT
Whether delay and must finish error report
job can be No check list
4 finished before No
due time in JP1 7
we can send 11 Send Step 11
the first error belong to
Announcement
report with Part Ⅲ.
impact area.
12 Step 12
Yes Reply belongs to
5 Announcement Part V
Follow normal
handling procedure

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Lesson learned -1

 AMO made Four mistakes on BW Error Report.

 The first incident occurs on 20100323. This incident is due to that

AMO forget to check time of HP mail which is before 8:00 AM
 More details, please check the attachment

 From this incident, we should:

• The time of mail we should check is from 00:00 to 8:30 from HP or BW team

 The second incident occurs on 20100420. This incident is due to

that AMO set the wrong due time for the error job
 More details. Please check the attachment

 From this incident, we should:

• Set the correct due time for the error/delay job

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Lesson learned -2

 The third incident occurs on 20100820. This incident is due to that

AMO Could not send the Error report before 9:00 AM, and give the
wrong estimation in Error report.
 More details, please check the attachment

 From this incident, we should:

• The 1st shift member should set the first priority for send error report
• The AMO should ensure send the error report before 9:00 AM CNT
• AMO estimate the finish time should add 2 hours buff since there are some
job possibly will be failed.

 The fourth incident occurs on 20100822. This incident is due to that

AMO didn’t put the [Completed] for the completed report
 More details. Please check the attachment

 From this incident, we should:

• Ensure the error report and Completed report’s format comply with Kao’s
standard.

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Highlights

 For the BW error report for KBP system:

 This error may occurs during the beginning of every month
 If the error occurs, there are many report may be impacted, we should
assign more member to handle it
 The difference between ABP & KBP is
• The time period
• The recipient list

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