does your customer feel delighted?
DESCRIPTION
Today’s market is rapidly changing. Equipped users no longer accept or buy tools not reflecting perfectly their needs and buy instead “+1” recommended products providing “delight factor”. Typical company introduces structured and hierarchical organization in order to deal with complex task decomposition. We have horizontal silos in separate Sales or Market, R&D and Operations units, and vertical management layers introducing another communication challenge. When we dig in with a simple question – “Who is your customer? What value do you create?” – people get usually surprised and don’t have confident answer. Fundamental understanding of customer need is desperately missing or not properly reflected in every day’s work inside R&D or Operations. Demand for speed and faster delivery generates more haste in the immature organizations and leads to half-ready solutions not delighting their users. As a result, your customers buy other products. In his speech, Roman uncovers how to radically change that without any “yet another major restructuring or organizational transformation”.TRANSCRIPT
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Do you feel delighted?Agile JKL
Roman Smirak
Manager of Consultant teamTieto, GD&[email protected]
© 2012 Tieto Corporation
About the speaker• Head of Lean/Agile Coaches in Ostrava & Head of Network
• Senior developers, PMs and team leaders
• Core team of Lean@Tieto
• Speakers on IT conferences (XP’10, Innovate’10, ICGSE’11, EU Lean Summit 2011)
• Member of cross industry collaboration programs (TiViT)
© 2012 Tieto Corporation3 Agile JKL
Why are we?
2012-04-18
Customers less buying crappy
stuff delivered late
Employees’ motivation is more
& more difficult
Unpredictable economy and
changing environment
“Ultra” low cost demanding efficiency &
offshore Wake
up call!
© 2012 Tieto Corporation4 Agile JKL
My story
2000-2004
2004-2006
2006-2008
2008-2010
2011+
2012-04-18
Perfect technical solution vs.
environment vs. knowing “What”
It’s not Dev issue, it’s Mgt
issue
Consultant for PMs trying to
impact the surrounding environment
Cross functional workshops with
Sales & Customers (whole
Value Stream)
Dealing with company’s
environment (bureaucracy & policy)
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Lean@Tieto logicEngaged people improve their own environment
They can master their skills and get autonomy to decide
The highest motivation & trust
First class services and products
Delighted customers
Enable honest craftsmanship and truly Agile approach
© 2012 Tieto Corporation6 Agile JKL
Real Agile (Scrum) benefits
• Integrating (ideally) Sales & Project Management & Dev
• Fast and responsive to an unpredictable nature of IT
• Happier Developers (& Testers)
2012-04-18
© 2012 Tieto Corporation7 Agile JKL
Real Lean benefits
2012-04-18
• Integrating vertical Management and moving responsibility down to teams
• Integrating Value stream: Customer Sales Devs Ops
• Systematic & continuous improvement vs.
free form retrospective
• Happier Knowledge workers
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Quality of a result
Quality of our communication
© 2012 Tieto Corporation
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Root cause
Root cause Cause
C
X
C!
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(2) How do we interact today in order to produce value (Value Stream) and what waste / problem impedes us to be efficient?
(3) What is a problem behind the problem?
(4) How do we interact tomorrow according the new strategy / Op model? Common effort to make it better every day
Lean Workshop(1) What is the value we deliver to market, what are means and impediments to make customer happy?
I’m Delivery
I’m Sales
I’m Admin & S.F.I’m Customer
I’m Strategy
We are team!
Agile JKL 2012-04-189
