systematic innovation in it services

Copyright : Uday Mishra 1

Systematic InnovationBased on TRIZ Guidelines

Prepared by : Uday MishraGlobal IT Service Operation’s

Manager


OBJECTIVE

• Reframe Opportunities

• Draft Solutions

• Review / Reflect

• Next Actions


HOW WE PROCEED TODAY ?

Form the team

Conclude on common problem

Find and remove constraints

Write down solutions

Present to Board and justify solution


REFRAMING OPPORTUNITIES


NOTE DOWN THE PROBLEM


HAVE YOU CHECKED THE PROBLEM

• Is it Tunnel /Pipe vision of the solution or Root cause

• False Assumptions

• Is it a programming issue

• Experience, belief and over reliance on previous results

• Limited knowledge and hidden resources

• Inflexibility , thinking the same way will continue the get same result

• Rushing to solution : Incomplete thinking


IDENTIFYING AND UNDERSTANDING PROBLEM

Narrower Problem

Broader Problem

Original Problem


IDENTIFYING AND UNDERSTANDING PROBLEM

Narrower Problem: Insufficient time / resources excess rigidity in process

Broader Problem Sustainable Business

Original Problem : Low

Morale

Broader Problem : Innovation improves Survival

Broader Problem : Morale improves productivity and innovation

Narrower Problem: Attrition


PROBLEM ANALYSIS• Whose problem is it any way ??

• Who is your customer and sponsor ?

• What are the benefits and show stoppers ?

• What aspect of the problem ? (For every level)

• What aspect of the problem ?

• What aspect of the problem ?

• ……………….

• ……………….


PROBLEM ANALYSIS WITH VISION

Sub System Present Future

Super System

System


PROBLEM / SOLUTION / VISION : 9 WINDOWS EXAMPLE

Across Currencies / Countries ?Biometric Identifications ? /Identity theft

Same Bank / Branch only

User Cards Across Banks

Withdraw money from bank

Withdraw money from ATM

Charges for drawing cash from different ATM

Signature check, Cheque , token, ledger confirmation….

Card authentication , PIN verification, Balance check. Email system….

Authentication ?Verify ?Check Bal ?Confirmation ?System ?

SPA

CE

Time


SOLUTION PATH : IDEAL FINAL RESULT

Ideal Final Result

Problem

Curr

en

t S

ituati

on


SOLUTION PATH : DO IT REVERSE

Ideal Final Result

Problem

Functions achieved without cost or harm

Intermediate Solutions


ANALYSIS ON PROBLEM SOLVING

What is the ideal final result, or what is ideally we want to achieve ?

What is stopping us to achieve this ?

What is next ideal final result we want ?

What is stopping us to achieve this IFR ?

What is it stopping ?

How could you make the thing stopping to disappear ?

Has anyone else been able to solve this problem ?

What are the resources available to me ?


FURTHER MORE

• IFR – Benefits / (Cost + Harm) Heaven / Wonderland

• Free Perfect Now Self Service

• What is the final aim of the solution ?

• What about Sub-system and Super-system ?

• Whose IFR are we thinking ?

• Yourself, Customer, Competition, Supplier…..

• By when do we intend to become Ideal ?

• This Qtr, End of Year, 2016 ….


SIZE TIME COST

• What are the Size , Time, Interface and Cost measures that is of interest to us ?

• In what ways our solutions needs to change ? Is the dimensions are at the extreme (Zero / Infinite) ?

• How can it happen ?


FUNCTION ANALYSIS : EXAMPLEBank Transaction

Use

r

Created Duplicate ID for same a/c

Does not enter valid password / ID

Creates user id / password

Successfully login

Uses insecure connection to login

Hacks using browser vulnerability

Has no user ID or password

Generates report for period where pdf is available

Enters insufficient data range

Month end process not run yet

Generates Report

Is a new account

Has no transactions in period

Account balance is lower then expectedO

nlin

e B

ankin

g A

ccount

Sta

tem

ent


FUNCTIONAL ANALYSIS CUES

• List all objects in the system – living or non living

• List all objects of the system interacts with – outside of the system

• Connect the interacting objects using verbs and arrows

• Classify the arrows as sufficient, insufficient, excessive and harmful


TRIZ PARAMETERS, CONTRADICTIONS AND

PRINCIPLES• Parameters :

• Time/ risk/ interface/ cost/ means on (development / supply / production / support) and other system behaviors like amount of information , complexity, stability , harmful factors …

• Contradictions :

• With itself or with other parameters ; Physical or Technical

• Principles

• Resolves Contradictions by providing abstract solutions that have always worked across domains


YOUR FIRST SOLUTION PROPOSAL

What is the problem / Opportunity ?

Give your estimate of the demand size/ applicability / user base

What is the Idea / concept ? Explain the idea as you would explain to a board approving investment on the idea

Who should team to implement the idea ?

Explain why you need specific roles and what will they do clearly state inclusion and exclusion rules. Do not give names

How will you know if it is successful and by when ?

Explain your measure of success with a time frame . Not more than 3 months

What is your next action ? One this that you will do once you get back to work on Monday or even today


TOOLS FOR YOU

Where to look for Resources ???

• Around and inside the system

• Other uses of functions performed

• Man, material, machine, signals, relations, money, space, time …..

• Services


LET’S TAKE A LOOK AGAIN…

What is the problem / Opportunity ?

Give your estimate of the demand size/ applicability / user base

What is the Idea / concept ? Explain the idea as you would explain to a board approving investment on the idea

Who should team to implement the idea ?

Explain why you need specific roles and what will they do clearly state inclusion and exclusion rules. Do not give names

How will you know if it is successful and by when ?

Explain your measure of success with a time frame . Not more than 3 months

What is your next action ? One this that you will do once you get back to work on Monday or even today

Thank You

Uday MishraIT service Operations [email protected]


systematic innovation in it services

Services

problem analysis

uday mishra global

common problem

problem opportunity

problem solution vision

innovation narrower

survival broader problem

low morale broader problem