practical use case for lean it foundation
TRANSCRIPT
Practical Use Case on Lean IT Foundation
LITA 30-Minute Practical Use Cases Webinar Series
WELCOME!
Presenter
Deborah BurtonMember Marketing TeamLean IT Association (LITA)
Channel Marketing ManagerITpreneurs
LITA - Pioneering a Global Standard for Lean IT Education & Certification
● Lean IT Association (LITA) is a non-profit organization founded by three Accredited Training Organizations (ATOs) - ITpreneurs, Pink Elephant, Quint Wellington Redwood and three Examination Institutes (EIs) - APMG, EXIN, PEOPLECERT International Ltd. To realize its broader purpose LITA aims to provide:
● An industry-standard set of Lean IT reference materials and other resources for practitioner organizations to use;
● An certification scheme aimed at practitioner organizations looking to adopt Lean IT principles in the IT Service development and operations department as well as professionals that want to be certified in Lean IT on various levels.
Today's Guest Presenter
Reni FriisFounder - PartnerBlueHat P/S
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Watch the webinar recording
Webinar Recording
30-Minute Practical Use Case: Demonstrating Lean IT Foundation in Action
Today's Agenda
1. Welcome2. About the Lean IT Association (LITA)3. About LITA Lean IT Foundation Course4. Hands-on Case Lean IT Foundation
1. Situation, complication and key question2. Approach3. Using the dimensions as a view into the case4. Results5. How the LITA Lean IT Foundation course can be a help in a case like this
5. Teaser for next webinar6. Recap & Q&A
• Two day intensive course, with lots of interaction, exercises – and lots to learn• Syllabus, publication and sample exam available prior to the course• Apart from preparing you for the exam on day 2, the course should leave you with a good knowledge
about what this ”Lean IT stuff” is all about, and how to go about it• Applying it, making events etc, is part of the Lean IT Kaizen curriculum though
PRINCIPLES
DIMENSIONS
QUALITY
GENERAL OVERVIEW
3. About LITA Lean IT Foundation Course
DIMENSIONS
3. About LITA Lean IT Foundation Course
ALL 4 COURSES FROM LITA
3. About LITA Lean IT Foundation Course
• The target audience of the Lean IT Foundation course is basically everybody working in an organization wanting to embrace Lean.
• The level of understanding gained is know and understand, so this will qualify attendees to participate actively and contribute to any Lean efforts planned.
TARGET AUDIENCE
3. About LITA Lean IT Foundation Course
Practical Hands-On Case: This case takes place in a Danish municipality over the course of about a year.SituationThe employee satisfaction survey conducted in October 2015 was not satisfactory. Staff was unhappy about several things, including:
• How tasks were distributed and assigned among employees• The amount of work each employee had to do• The lacking sense of overview of the task backlog• Lacking collaboration between the support and technical teams
ComplicationEmployees were not happy and there was a risk that they may leave, or run into a stress-leave situation. Quality in the deliveries and service offered to customers was beginning to suffer.Key QuestionCan we change the way we work and organize ourselves to improve both customer and employee satisfaction?
Note: Structure from Barbara Miintos “Pyramid Principle”, which you learn more about in the Lean IT Kaizen course.
4. Hands-on Case Lean IT Foundation
Over the course of the year we have worked now, we have worked on several improvementsImprovements • Improving the incident process
– Mapping and working with competences– Daily stand-up meetings to ensure overview and a venue for coordination and escalation– Design of desired “Point of Solution” in the service chain* for incidents
• Channel Strategy for how we serve our clients– Where in the service chain* will they be serviced– Which channels do we use to serve them (intranet, videos, telephone, chat, walk-in, courses etc)
• Improving the service culture in IT. What is good service really?Still to Come• Improving the project intake and qualification• Implementing the improvements designed for the it procurement process• Improving the change and problem processes
4. Hands-on Case Lean IT Foundation
Note: The service chain consists of: Customers, Service Desk, Internal technical staff, and ends with external technical staff
Using Dimensions as a View into the Case:Customer
Several workshops with customers
Customer analysis made by customer representatives
(here, based on Happy Now method)
You can do surveys
Key Things to Remember1. Understand the key indicators and affecting
factors to what you are doing
2. Understand relations between factors (what is cause and what is effect for instance)
3. Do not be afraid of excel or the calculator. It brings you closer to the real world. Not further away from it
4. Go to Gemba and keep it fact based
Using Dimensions as a View into the Case:Performance
@leanittweets #litachat
We worked continuously on find the best organization structure
- and to understand what motivations and competencies were needed and already there
Using Dimensions as a View into the Case:Organization
Better understanding of how people reach in times of change will support your efforts to improve. Here we are working with
the Grief Curve in a project.
Everybody did a Whole Brain test of what their preferences were in terms of how to approach things
Using Dimensions as a View into the Case:Attitude & Behaviour
Use a method that makes it easy to spot where the problems are…
We worked in Blitz whenever we really needed to dig into something. Always searching for the true root cause before starting to fix things
Using Dimensions as a View into the Case:Problem Solving
Employees feel their jobs are more interesting, they have more of an overview of what tasks there are, and which ones they should
handle, and the collaboration between colleagues is vastly
improved
Employer happy as the backlog of old tickets is gone, and Service
Desk is not able to take on more (and more interesting) tickets
Better overview for everybody of competencies for short and long
term benefit
Between 68-94 % effort saved on IT
procurement process alone
Customers experience
faster service, empowerment,
and more predictability in their interaction
with IT
Results
How can the LITA Lean IT Foundation Course help in a Case like This? Having the knowledge that you get from the Lean IT Foundation course, will allow everybody involved to understand the background and underlying purpose of all the improvements made.
Everybody involved will, 1. understand better what state we are aiming for. What does “good” look like, through Lean eyes2. be better able to contribute3. be better to take responsibility
A word of caution though… Take it slow with these large transformations, which include a cultural change… it is difficult to turn the culture around fast for most people – don’t push people past their breaking point, just because yours is not yet reached… Lead by example and be the best sensei you can be.
5. Teaser for Our Next Webinar…
Using the DMAIC model to plan and execute a project with several high-intensive and involving workshops..
Join Reni & Me onTuesday Nov. 22nd for our 30-Minute Practical Use Case on Lean IT Kaizen
Contact: www.leanitassociation.com
Follow us on LinkedIn or join our LinkedIn Group:www.linkedin.com/company/lean-it-association
Thank You!
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Watch the webinar recording
Webinar Recording
30-Minute Practical Use Case: Demonstrating Lean IT Foundation in Action
Experience Lean IT in Action
We believe that “Lean Thinking” should be an integral part of every Enterprise IT organization and also every IT professional’s toolkit.
Lean thinking is about understanding how to assess business processes, to identify and eliminate waste. Today, many IT professionals stakeholders from cross-functional areas -operational, tactical and strategic — have or are planning to get certified in Lean IT with the objective of reducing waste and improving efficiency.
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