1. Purpose

In order to achieve its objectives, the IT department of the company requires to be well organized as well as staffed with disciplined and skilled members. These professionals should be matched to appropriate positions in the organizational structure in order to ensure both organizational efficiency and personal development. The IT’ Roles and Responsibility Procedure provides an overview of the IT organization and its members, as well as their corresponding roles and the teams to which they belong.

2. Scope

The IT Roles and Responsibility Procedure is applicable to all members of the IT department of the company, and includes both existing and potential future members.

3. Owner

The company, IT.

4. Policy and ethics

The proper execution of the IT Roles and Responsibilities Procedure requires adherence to the following policy guidelines and ethics.

All members of IT (including the IT manager) must ensure compliance to the IT organization matrix.
All members of IT are obliged to report to their seniors (i.e., managers and team leaders) according to the IT organization.
All members of IT are expected to fulfill their responsibilities. Members that fail to meet this requirement on a structural basis will be addressed with proper follow-up measures by their respective seniors.
In addition to their regular responsibilities, all members of IT are expected to take initiatives that benefit the team and/or IT organization.
In addition to their regular responsibilities, all members of IT are responsible for immediately reporting any kind of IT incidents to their respective team leaders.
Communication throughout the IT organization should not be restricted. Both vertical and horizontal communication flows should be existent, ensuring feedback to management as well as teamwork among members.
All members of IT are expected to inform the department administrator when absent due to an emergency.
All members of IT (up to the team leader level) are required to complete and submit individual and team’s vacation plans to the department administrator for IT manager approval.
All members of IT are strictly prohibited to download illegal software, play games, or browse non-work related websites during office hours. If caught, the person will be dealt with by the discipline council.
As particular members of IT are given a large degree of power to perform their tasks (e.g. access to users’ personal folders and files), they are expected to manage their responsibilities in a professionally and ethically sound manner. IT members caught on unnecessarily infringing users’ privacy rights will be subjected to the discipline council.
Patching or modification of systems on Thursday and Friday by IT members is strictly prohibited. This is to avoid unnecessary application failure that may disrupt manufacturing operations.
Patching or modification require approval from application team leaders, application managers, IT service manager, or IT manager.

5. IT Organisation

This chapter introduces the organizational structure of the IT organization and elaborates the roles and responsibilities in detail. Furthermore, IT teams, their members, and their responsibilities and privileges will be highlighted as well in this chapter.

5.1. Organization

The IT organization is based on a matrix-structure, incorporating both the advantages of a horizontal and vertical organizational design. Vertically, members of the IT organization report to their function superiors. Horizontally, specific members report to the designated leaders of project teams to which they belong (S = Security Team, S-O = Security Team Officer, S-L = Security Team Leader, IA = Internal Audit Team, IA-L = Internal Audit Team Leader, IA-A= Internal Audit Team Auditor, 5S = 5S Team, 5S-L = 5S Team Leader).

5.2. Roles, responsibilities, and privileges

5.2.1. IT manager

The IT manager is the head of the IT department at The company. In his position, the IT manager reports directly to F&A and Industrial Operations. His primary tasks consists of:

To provide daily management of the IT department and in doing so, to oversee the activities of the business application manager, the manufacturing systems manager, and the IT services manager
To set the overall direction, objectives, and strategy for the IT department
To represent the IT department in PMT meetings

In supporting his daily tasks, the IT manager has the following privileges:

PR (Purchasing Request) approval
IT services approval
PCR (Process Change Request) approval
System modification approval
Application batch job approval
User ID approval
Log call cancellation
Vendor selection
Leave approval
Promotion/penalty approval
Computer room access
Server room access

5.2.2. Department administrator

The department administrator assists the IT manager in the daily operations of the department. His primary tasks are defined as follows:

To manage IT related PRs
To file policies
To file IT invoices
To manage staffing matters (e.g. employee absenteeism)
To manage IT resource planning

In supporting his daily tasks, the department administrator has the following privileges:

PR raising
Leave approval
Promotion/penalty recommendation
Computer room access

5.2.3. Business application manager

The business application manager, reporting directly to the IT manager, is responsible for the following tasks:

The daily management of the three function teams (i.e., planning, ERP, and general application).
To establish first and second line support for all business applications.
To control the IT application procedures
To review and to ensure that all applications and systems are in control as according to Internal Control standards.

In supporting his daily tasks, the business application manager has the following privileges:

PR approval (in absence of the IT manager)
PCR approval
Application batch job approval
User ID approval
Log call cancellation
Vendor recommendation
Leave approval
Promotion/penalty recommendation
Computer room access

5.2.4. IT service manager

The IT service manager, also directly reporting to the IT manager, is responsible for the following tasks:

To provide management of IT infrastructure (i.e., PCs, servers, networks, and printers)
To provide daily management of the systems team and pc support team.
To maintain the master site batch job list

In supporting his daily tasks, the IT service manager has the following privileges (in absence of the IT manager):

PR approval
IT services approval

PCR approval
System modification approval
Application batch job approval
Log call cancellation
Vendor recommendation
Leave approval
Promotion/penalty recommendation
Computer room access
Server room access

5.2.5. SFC team leader

The SFC team leader, reporting directly to the manufacturing systems/IT manager, is responsible for the following tasks:

To provide systems and application support for the SFC system
To provide end-user management
To ensure SFC development and SFC system administration (in cooperation with SI)
To maintain the application batch job list

In supporting his daily tasks, the SFC team leader has the following privileges:

PCR verification
Application batch job verification
User ID verification
Promotion/penalty recommendation
Computer room access
Server room access

5.2.6. IT Helpdesk Leader (also the SFC Model Administrator)

The IT helpdesk leader, under supervision of the manufacturing systems/IT manager, is mainly responsible for the following tasks:

To lead and organize the IT helpdesk team to provide 7×24 hours support to all applications and IT services at site.

In supporting his daily tasks, the IT helpdesk leader has the following privileges:

Promotion/penalty recommendation

5.2.7. ERP team leader

The ERP team leader, under supervision of the business application manager, is responsible for the following tasks:

To provide application support for ERP systems
To provide end-user management
To provide ERP team management
To maintain the application batch job list

In supporting his daily tasks, the ERP team leader has the following privileges:

PCR verification
Application batch job
User ID verification
Promotion/penalty recommendation
Computer room access

5.2.8. Planning team leader

The planning team leader is the primary representative for the WebPlan system. The planning team leader has the following responsibilities:

To provide application support for planning systems
To provide first line user support
To cooperate with vendors on SCM system support
To maintain the application batch job list

In supporting his daily tasks, the planning team leader has the following privileges:

PCR verification
Application batch job verification
User ID verification
Promotion/penalty recommendation
Computer room access

5.2.9. General application team leader

The general application team leader is the primary representative for all applications other than planning and ERP. The responsibilities of the general application team leader are as follows:

To provide of application and project management support for all applications at site.

To establish a user management system for all applications
To establish a software verification and acceptance test
To maintain the application batch job list

In supporting his daily tasks, the general application team leader has the following privileges:

PCR verification
Application batch job verification
User ID verification
Promotion/penalty recommendation
Computer room access

5.2.10. Systems team leader

The systems team leader, under supervision of the IT service manager, is responsible for the following tasks:

To manage all systems at site (e.g. network and servers)
To establish a system batch job list
To ensure project management for systems
To act as the security officer
To establish security procedures and guidelines in order to safeguard all systems

In supporting his daily tasks, the systems team leader has the following privileges:

PCR verification
System modification verification
System/batch job modification
Promotion/penalty recommendation
Computer room access

5.2.11. Systems administrator

The system administrator reports to the system team leader, and is responsible for the following tasks:

To assist in the system administration of all systems available at site
To maintain and update all system related documents and procedures

In supporting his daily tasks, the systems administrator has the following privileges:

System/batch job modification
Computer room access
Server room access

5.2.12. General application analyst

The general application analyst is under supervision of the general application team leader, and has the following responsibilities:

To provide CAD/CAM support for all applications at site
To provide project management support for all applications at site
To act as the internal auditor of the IT department
To ensure that all systems and applications are in control according to Internal Control standards
To report on a quarterly basis on the internal PST rating for the IT department

5.2.13. Application assistant

The application assistant provides support to the application members in their daily tasks. More specifically, the application assistant is responsible for the following tasks:

To assist the application team on user management
To provide application training to all end-users

5.2.14. SFC assistant

The SFC assistant provides support to the SFC members in performing their daily tasks. More specifically, the SFC assistant is responsible for the following tasks:

To assist the SFC team on SFC implementation and operation maintenance support
To act as the SFC model administrator

5.2.15. IT helpdesk leader

The IT helpdesk leader is head of the IT helpdesk at site. The IT helpdesk leader is responsible for the following tasks:

To lead and organize the IT helpdesk team to provide 24×7 hours support to all applications and IT services available at site
To act as the SFC model administrator

5.2.16. Systems support

The IT systems support is responsible for the following tasks:

To assist the system team in maintaining the systems available at site
To provide project management on systems

In supporting his daily tasks, systems support has the following privileges:

Computer room access

5.2.17. PC support

The IT PC support is responsible for the following tasks:

To provide IT services support to end-users
To provide software testing and verification
If 5S leader, attend 5S training sessions and transfer knowledge to 5S team members by means of training sessions

5.2.18. IT helpdesk support

The IT helpdesk support basically provides support to users on IT related issues according to the IT Helpdesk Procedure. The IT helpdesk assumes the following responsibilities:

To provide IT services support to end-users
To conduct end-user training
To provide other support as requested

5.3. Teams and responsibilities

5.3.1. Security team

The IT security team has been established with the main purpose of securing our information systems, and consists of the following members:

IT manager
Business application manager
IT service manager (security team leader)
System team leader (security team officer)

As a whole, the security team has the following responsibilities:

To define objectives and strategy for site’s IT security

To meet and discuss current security matters and progress on a monthly basis
To gather and review security issues in emergency cases
To set action items to be completed
To complete a yearly security report summarizing for example issues, incidents, and action items.

5.3.2. Internal audit team

The IT internal audit team has been established with the purpose of pro-actively scanning and assessing the organization on whether or not compliance with Internal Control standards is ensured. In doing so, the IT internal audit team ensures that the current audit rating of site can be maintained and improved upon. The IT internal audit team includes the following members:

IT manager
Department administrator
Business application manager (internal audit team leader)
IT service manager
General application team leader
General application analyst (internal audit team auditor)

As a whole, the internal audit team has the following responsibilities

To define objectives and strategy for site’s IT internal audit
To meet and discuss current audit matters and progress on a monthly basis
To set action items to be completed
To complete a yearly audit report summarizing for example progress, audit results, and action items.

5.3.3. 5S team

5S stands for “seiri”, “seiton”, “seisu”, “seiketsu”, and “shitsuke”, and generally aims for good workplace housekeeping and organization (e.g. throwing away unnecessary things). If properly implemented, 5S can benefit the work environment by making the workplace more pleasant, increasing work efficiency, improve safety, and better quality and productivity. The 5S team includes the following members:

IT manager
Department administrator
Business application manager
IT service manager
SFC team leader
ERP team leader
Planning team leader
General application team leader
System team leader
IT helpdesk leader
PC support (5S leader)

The 5S team has the following responsibilities:

To attend 5S meetings as scheduled by the 5S leader

The 5S team leader has the following responsibilities:

To set 5S policy guidelines
To schedule 5S meetings
To train and discipline IT members on proper housekeeping disciplines

6. Definition and Abbreviations

6.1. Definitions

N/A.

6.2. Abbreviations

5S: Five “S”: “Seiri”, “Seiton”, “Seisu”, “Seiketsu”, and “Shitsuke”

CIT: Corporate IT

ICS: Internal Control Standard

IT: Information Systems

IT: Information Technology

PST: Process Survey Tool

7. References