a 6 year lean it adventure in bnl by silvia cespa

LEAN IT ADVENTURE IN BNL 2009-2015

SILVIA CESPA Paris, 08/10/2015

BNP PARIBAS GROUP and BNL - IT Department

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BNL History - From birth to BNPP Integration

BNP PARIBAS GROUP and BNL - IT Department

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760 people

150 Projects/year

470 IT Applications

566 M code lines

13.000 internal users

ACE DIT 1 Coach 3 PL

Nord Est Nord

Ovest

Centro

Sud

ACE in BNL and in IT Department

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ACE History in BNL IT Department

6 Years

650 People

45 Team Projects

17 IT Projects

ACE DIT 1 Coach 3 PL

Nord Est Nord

Ovest

Centro

Sud

ACE in BNL and in IT Department

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100% maintenance teams involved

-30% Users’ help requests on IT

applications

-80% Lead Time Users’ help requests

resolutions

Finding solutions to our customers’ problems

helps us solve our problems too and allows

us to work with much more ease

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Maintenance Teams - the road trip

Discovering the Customer and measure to rule over chaos

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Maintenance Teams - the road trip

2 4

Foreseeing

Customers’

Needs

Emergency

management

Problem

solving

Problems

Prevention

Discovering the Customer and measure to rule over chaos

Internal Customer

Satisfaction (1-5)

A deep understanding of customers’ needs

and a collaborative environment within the

organization are fundamental to build

together the future of the company

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North Star - the road trip

Right Targets for Right Customer to right asset governance

4 Main KPI identified

760 people involved in defining

improvement actions

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North Star - the road trip

Right Targets for Right Customer to right asset governance

2,2 4 Whole

department

focused on

targets

Focus on too

many KPIs /

too many

customers

Focus on 4

KPIs /

priority

customers

Defining and

Sharing

targets at

any level

Internal Customer

Satisfaction (1-5)

We have visual and objective evidence of the

problems concerning projects and we are able

to solve and prevent them

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Projects Teams - the road trip

A lot of work and customers are disappointed!

18% project teams involved

From 50% to 75% On Time IT projects

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Projects Teams - the road trip

A lot of work and customers are disappointed!

2,5 4

Effective

project

management

Projects

« Play it by

ear »

Problem

solving

Problems

Prevention

Internal Customer

Satisfaction (1-5)

Going to see in the field the problems our

customers are having when using our

applications is fundamental to find the better

fitting solutions

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ACE FAST Problem Finding - the road trip

Healthy shock: Customer’s problems are our problems

14 ACE FAST Problem Finding Projects

-1700 m/dd saving

-70% requirements analysis phase duration

-44% requirements analysis phase effort

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ACE FAST Problem Finding - the road trip

Healthy shock: Customer’s problems are our problems

2,5 4,5

Focus on

Business

wants

Focus on

customers’

problems

Realise IT

solutions to

solve

customers’

problems

Co-working

to find a

solution

Internal Customer

Satisfaction (1-5)

Designing the application together with the

end users that are actually going to work with

them dramatically improves the quality of the

final product

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ACE FAST Paper Mockup - the road trip

Customers’ needs meet the way they need

3 ACE FAST Paper Mockup projects

-30% functional analysis phase duration

-30% functional analysis phase effort

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ACE FAST Paper Mockup - the road trip

Customers’ needs meet the way they need

2 4 Focus on

customers

hypothetic

ways of

working

Focus on

customers

real ways of

working

Realizing IT

solutions to

meet

customers’

real needs

Customers

collaboration

to draw

solution

prototype

Internal Customer

Satisfaction (1-5)

• You don’t understand: we are different!

• Users don’t undestand!

• We can’t change anything!

• We can’t do more or better than this!

• We are not Japanese!

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LEAN in BNL IT Department: changing the way we think!

• We have understood: we think different!

• We try to undestand users!

• We can improve everything!

• We know how to do more and better!

IT People in 2009 IT People today

• We are not Japanese!

THANK YOU! BNL Banca Nazionale del Lavoro SpA

Via V. Veneto, 119 - 00187 Roma

Tel. +39 06 47021

Bnl.it