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The Battle for Success (Peter Leeson)
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The Battle for Success (Peter Leeson)

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In the red corner, we have stress, overwork, costs, delays, frustrations. In the blue corner, we have predictabilty, structure, quality, job satisfaction. The battle continues...

How can we make things faster, better, quicker, cheaper? How can we hold on to our best people? How can we increase customer satisfaction while reducing time to market? Can technology help? Can management help? Can process really make us happy?

This presentation talks about the management and structure needs which should help you being more effective at your work, whatever that is. How to avoid “Agile” growing into fragile, how to avoid “lean” turning into anorexia, how to stop “process” becoming bureaucracy. How to stop your management turning into a homicidal maniac.

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  • 1. Premium community conference on Microsoft technologies itcampro@ itcamp14# Huge thanks to our sponsors & partners!
  • 2. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Battle for Success Peter Leeson ©Q:PITLtd2014 2
  • 3. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Director of Q:PIT Ltd • SCAMPI Lead Appraiser and CMMI Instructor • SEI Visiting Scientist • Over 35 years of software engineering • 20 years as process improvement professional • Process Improvement experience in Australia, Austria, Belgium, China, Denmark, England, France, Germany, India, Ireland, Japan, Mexico, Netherlands, Poland, Romania, Spain, Sweden, Switzerland… Peter Leeson©Q:PITLtd2014 3
  • 4. Premium community conference on Microsoft technologies itcampro@ itcamp14# • International association of independent process improvement professionals • Q:PIT means… –Reducing the cost of Quality through Process improvement, Information management and Teamwork Q:PIT Ltd©Q:PITLtd2014 4
  • 5. Premium community conference on Microsoft technologies itcampro@ itcamp14# Global Market ©Q:PITLtd2014 5
  • 6. Premium community conference on Microsoft technologies itcampro@ itcamp14# New Ways of Working ©Q:PITLtd2014 6Illustration from “LeanCoach Architect” by BizzDesign
  • 7. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Focus on Quality – that is what differentiates you from every other company in the world Focus ©Q:PITLtd2013 7
  • 8. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Deming Quality Chain ©Q:PITLtd2014 8 "Companies ... tend to focus only on the end result – return on investment. This viewpoint is like trying to keep a dog happy by forcibly wagging its tail."
  • 9. Premium community conference on Microsoft technologies itcampro@ itcamp14# Defining Success ©Q:PITLtd2014 9
  • 10. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Hierarchy of Quality ©Q:PITLtd2014 10 Satisfied Customer Good Products and Services Successfully Managed Activities People Work Practices Technology Culture Finance NeedsStandards Abilities …
  • 11. Premium community conference on Microsoft technologies itcampro@ itcamp14# What do you need? ©Q:PITLtd2014 11
  • 12. Premium community conference on Microsoft technologies itcampro@ itcamp14# Foundations of Quality ©Q:PITLtd2014 12 People Process Technology
  • 13. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Process People Follow From Idea to Product ©Q:PITLtd2014 13
  • 14. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Delivery Process ©Q:PITLtd2014 14 3. Work2. Plan 1. Envision
  • 15. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Managed Process ©Q:PITLtd2014 15 4. Measure 3. Work2. Plan 1. Envision
  • 16. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Improving Process ©Q:PITLtd2014 16 5. Improve 4. Measure 3. Work2. Plan 1. Envision
  • 17. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Risk Aware Process ©Q:PITLtd2014 17 5. Improve 4. Measure 3. Work2. Plan 1. Envision 6. Discover
  • 18. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Intelligent Process ©Q:PITLtd2014 18 5. Improve 4. Measure 3. Work2. Plan 1. Envision 6. Discover
  • 19. Premium community conference on Microsoft technologies itcampro@ itcamp14# Process As Human Reasoning ©Q:PITLtd2014 19 5 4 32 1 6 Left Brain Right Brain Limbic Cerebral
  • 20. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Four Quadrants of the Human Brain ©Q:PITLtd2014 20 Limbic Cerebral Left Brain Right Brain
  • 21. Premium community conference on Microsoft technologies itcampro@ itcamp14# Whole brain thinking ©Q:PITLtd2014 21 Me Ego Spirit Soul Self Between stimulus and response there is a space. In that space is our power to choose our response. In our response lies our growth and our freedom. Viktor E Frankl “Man’s Search for Meaning”
  • 22. Premium community conference on Microsoft technologies itcampro@ itcamp14# Motivating Change ©Q:PITLtd2014 22 Reflective Active Reasonable Emotional
  • 23. Premium community conference on Microsoft technologies itcampro@ itcamp14# Motivating Change ©Q:PITLtd2014 23 Reflective Active Reasonable Emotional Ability Attitude Acceptance Aspiration
  • 24. Premium community conference on Microsoft technologies itcampro@ itcamp14# Motivating Change ©Q:PITLtd2014 24 Reflective Active Reasonable Emotional Ability Attitude Acceptance Aspiration
  • 25. Premium community conference on Microsoft technologies itcampro@ itcamp14# Motivating Change ©Q:PITLtd2014 25 Reflective Active Reasonable Emotional The Insula registers our “gut feelings” – the posterior part deals with objective properties (like body temperature), while the anterior insula produces subjective feelings and emotions – how we feel about ourselves, serenity, awareness…
  • 26. Premium community conference on Microsoft technologies itcampro@ itcamp14# Happiness is Key to Productivity and Creativity ©Q:PITLtd2014 26
  • 27. Premium community conference on Microsoft technologies itcampro@ itcamp14# How do you make people happy? ©Q:PITLtd2014 27
  • 28. Premium community conference on Microsoft technologies itcampro@ itcamp14# Living Wages ©Q:PITLtd2014 28
  • 29. Premium community conference on Microsoft technologies itcampro@ itcamp14# Resources ©Q:PITLtd2014 29
  • 30. Premium community conference on Microsoft technologies itcampro@ itcamp14# Skills ©Q:PITLtd2014 30
  • 31. Premium community conference on Microsoft technologies itcampro@ itcamp14# Continuity ©Q:PITLtd2014 31
  • 32. Premium community conference on Microsoft technologies itcampro@ itcamp14# Stability ©Q:PITLtd2014 32
  • 33. Premium community conference on Microsoft technologies itcampro@ itcamp14# Plan ©Q:PITLtd2014 33
  • 34. Premium community conference on Microsoft technologies itcampro@ itcamp14# Methodology ©Q:PITLtd2014 34
  • 35. Premium community conference on Microsoft technologies itcampro@ itcamp14# View the Product ©Q:PITLtd2014 35
  • 36. Premium community conference on Microsoft technologies itcampro@ itcamp14# Vision ©Q:PITLtd2014 36
  • 37. Premium community conference on Microsoft technologies itcampro@ itcamp14# Environment ©Q:PITLtd2014 37
  • 38. Premium community conference on Microsoft technologies itcampro@ itcamp14# Leadership ©Q:PITLtd2014 38
  • 39. Premium community conference on Microsoft technologies itcampro@ itcamp14# Team ©Q:PITLtd2014 39
  • 40. Premium community conference on Microsoft technologies itcampro@ itcamp14# Support ©Q:PITLtd2014 40
  • 41. Premium community conference on Microsoft technologies itcampro@ itcamp14# Control ©Q:PITLtd2014 41
  • 42. Premium community conference on Microsoft technologies itcampro@ itcamp14# Voice ©Q:PITLtd2014 42
  • 43. Premium community conference on Microsoft technologies itcampro@ itcamp14# Recognition ©Q:PITLtd2014 43
  • 44. Premium community conference on Microsoft technologies itcampro@ itcamp14# Feedback ©Q:PITLtd2014 44
  • 45. Premium community conference on Microsoft technologies itcampro@ itcamp14# Trust ©Q:PITLtd2014 45
  • 46. Premium community conference on Microsoft technologies itcampro@ itcamp14# Eustress ©Q:PITLtd2014 46
  • 47. Premium community conference on Microsoft technologies itcampro@ itcamp14# Freedom in Framework ©Q:PITLtd2014 47
  • 48. Premium community conference on Microsoft technologies itcampro@ itcamp14# Putting it into context ©Q:PITLtd2014 48
  • 49. Premium community conference on Microsoft technologies itcampro@ itcamp14# Maslow ©Q:PITLtd2014 49
  • 50. Premium community conference on Microsoft technologies itcampro@ itcamp14# Maslow ©Q:PITLtd2014 50 Breathing, food, water, sex, sleep, homeostasis, excretion Security of body, employment, resources, morality, the family, health, property Friendship, family, sexual intimacy Self-esteem, confidence, achievement, respect of/by others Morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts Creativity Problem Solving Lack of Prejudice Acceptance of facts
  • 51. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Common approach to the work and the success of the organization • Decisions and estimates based on facts, data and experience • Work assignments based on what can be achieved and working together to ensure customer satisfaction with regard to quality, functionality, budget and delays • Assurance that the resources required for a task will be available as expected Organizational Maturity 1/2 ©Q:PITLtd2014 51
  • 52. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Liberation of the imagination to continuous, common improvement • Focus of all on delivering a product that satisfies the customer and placing the customer’s needs and expectations first • Everyone taking personal responsibility for the quality of his/her own work and ensuring that the quality is optimized before responsibility is handed over to the next step of the development lifecycle Organizational Maturity 2/2 ©Q:PITLtd2014 52
  • 53. Premium community conference on Microsoft technologies itcampro@ itcamp14# Achieving Maturity ©Q:PITLtd2014 53 Manage Performance at Organization Level Statistical / Analytical predictable performance metrics Common accepted best practices Repeatable activity results vs objectives Common / accepted business measurements Stable shared vision of success ML2 ML3 ML4 ML5 Manage Performance at Organization Level
  • 54. Premium community conference on Microsoft technologies itcampro@ itcamp14# Effort to Improve 27/02/2014 54 54 43 32 21 5
  • 55. Premium community conference on Microsoft technologies itcampro@ itcamp14# What Is a Process? ©Q:PITLtd2014 55 Procedures and methods defining the relationship of tasks Tools and equipment People with skills, training, and motivation
  • 56. Premium community conference on Microsoft technologies itcampro@ itcamp14# Sometimes, my management’s process is… ©Q:PITLtd2014 56 5. Improve 4. Measure 3. Work2. Plan 1. Envision 6. Discover Enigma “Theirs not to make reply Theirs not to reason why, theirs but to do or die…” (Alfred, Lord Tennyson “The Charge of the Light Brigade”) Or maybe…
  • 57. Premium community conference on Microsoft technologies itcampro@ itcamp14# 1. Half a league, half a league, Half a league onward, All in the valley of Death Rode the six hundred. "Forward, the Light Brigade! "Charge for the guns!" he said: Into the valley of Death Rode the six hundred. 2. "Forward, the Light Brigade!" Was there a man dismay'd? Not tho' the soldier knew Someone had blunder'd: Theirs not to make reply, Theirs not to reason why, Theirs but to do and die: Into the valley of Death Rode the six hundred. 3. Cannon to right of them, Cannon to left of them, Cannon in front of them Volley'd and thunder'd; Storm'd at with shot and shell, Boldly they rode and well, Into the jaws of Death, Into the mouth of Hell Rode the six hundred. 4. Flash'd all their sabres bare, Flash'd as they turn'd in air, Sabring the gunners there, Charging an army, while All the world wonder'd: Plunged in the battery-smoke Right thro' the line they broke; Cossack and Russian Reel'd from the sabre stroke Shatter'd and sunder'd. Then they rode back, but not Not the six hundred. 24/09/2013 ©Q:PITLtd2013 57 The Charge of the Light Brigade 5. Cannon to right of them, Cannon to left of them, Cannon behind them Volley'd and thunder'd; Storm'd at with shot and shell, While horse and hero fell, They that had fought so well Came thro' the jaws of Death Back from the mouth of Hell, All that was left of them, Left of six hundred. 6. When can their glory fade? O the wild charge they made! All the world wondered. Honor the charge they made, Honor the Light Brigade, Noble six hundred. Copied from Poems of Alfred Tennyson, J. E. Tilton and Company, Boston, 1870
  • 58. Premium community conference on Microsoft technologies itcampro@ itcamp14# Darwinian Management Natural evolution is a series of random mutations at the lowest biological level. Successful ones survived. ©Q:PITLtd2013 58 24/09/
  • 59. Premium community conference on Microsoft technologies itcampro@ itcamp14# No, but a Willing Worker Can! Can a Slave Move a Pyramid? ©Q:PITLtd2013 59
  • 60. Premium community conference on Microsoft technologies itcampro@ itcamp14# 24/09/2013 ©Q:PIT Ltd 2013 60 Ask yourself: If you do not do it, who will?
  • 61. Premium community conference on Microsoft technologies itcampro@ itcamp14# First, Ask Yourself… ©Q:PITLtd2013 61 What do you want and why? 1. Accept the facts, live your life 2. Be a hero, recognized as the architect of change 3. Change the way things are done
  • 62. Premium community conference on Microsoft technologies itcampro@ itcamp14# Accept the Facts ©Q:PITLtd2013 62 • The easiest solution, live your life, you are not responsible for the company, you are not in charge, it is not your problem, there are other jobs out there
  • 63. Premium community conference on Microsoft technologies itcampro@ itcamp14# Be a Hero ©Q:PITLtd2013 63 • They don’t want to listen, you are going to show them, they will see that you know what you are doing and can manage this. Your colleagues and your management will learn to respect you and listen to you when they see the results.
  • 64. Premium community conference on Microsoft technologies itcampro@ itcamp14# Change Things ©Q:PITLtd2013 64 • “Those who bring light must be prepared to burn.” » Viktor Frank “Man’s Search for Meaning”
  • 65. Premium community conference on Microsoft technologies itcampro@ itcamp14# Architecture & Best Practices ©Q:PITLtd2013 65 Tolstoy “The oppression of a majority by a minority, and the demoralization inevitably resulting from it, is a phenomenon that has always occupied me…” » Count Leon Tolstoy “Letter to a Hindu” 24/09/2013
  • 66. Premium community conference on Microsoft technologies itcampro@ itcamp14# Architecture & Best Practices ©Q:PITLtd2013 66 Machiavelli “It should be borne in mind that there is nothing more difficult to handle, more doubtful of success and more dangerous to carry through than initiating changes in state’s constitution. The innovator makes enemies of all those who prospered under the old order, and only lukewarm support is forthcoming from those who would prosper under the new.” Niccolò Machiavelli 24/09/2013
  • 67. Premium community conference on Microsoft technologies itcampro@ itcamp14# “Conquerors estimate in their temple before the war begins. They consider everything. The defeated also estimate before the war, but they do not consider everything. Estimating completely creates victory. Estimating incompletely causes failures.” Sun Tzu “The Art of War” Strategy! ©Q:PITLtd2013 67
  • 68. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Know the terrain • Listen before you speak • Learn to hear what your management is saying • Listen beyond the words… Be Prepared! ©Q:PITLtd2013 68
  • 69. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Process is the transformation of something – Idea into Product – Input into Output – Concept into Code • To work process does not require – Bureaucracy – Documentation – Measurements – Procedures – Etc. Process is Flow ©Q:PITLtd2014 69
  • 70. Premium community conference on Microsoft technologies itcampro@ itcamp14# Architecture & Best Practices ©Q:PITLtd2014 70 Value Flow • Some sections of your process add value to the your product – some don’t • Creating a Process or Data Flow may help identify the waste
  • 71. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Precisely specify value by specific product • Identify the value stream for each product • Make value flow without interruptions • Let the customer pull value from the producer • Pursue perfection • Womack, James P.; Jones, Daniel T. “Lean Thinking: Banish Waste And Create Wealth In Your Corporation Simon” & Schuster. Principles of Lean Management ©Q:PITLtd2014 71
  • 72. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Management commitment – To really change – To be examples of the needed behaviour • Focus on Customer Value and Quality – What are the true needs and expectations? – Effectiveness and quality in front of costs • Involve people who do the “real work” – Done on the shop-floor and the front-lines where value is added – Where we find knowledge of what is valuable • Think in processes Basic Requirements ©Q:PITLtd2014 72
  • 73. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Business processes are often “invisible” • Business process management should help visualize and analyse processes • Value chain should be seen in the wider process Think in Processes ©Q:PITLtd2014 73
  • 74. Premium community conference on Microsoft technologies itcampro@ itcamp14# Agile ©Q:PITLtd2014 74 Product Backlog Sprint Backlog Backlog Expanded by Team 20-30 day Sprint 24 hour Scrum Shippable Product
  • 75. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Retrospectives are frequently limited to identifying issues in the team • Estimates are based on team’s understanding • Stories, story-points and poker estimates are not transferable • The lean/agile process is largely limited to a single local team • There is little consideration for the overall value-flow Agile Weaknesses ©Q:PITLtd2014 75
  • 76. Premium community conference on Microsoft technologies itcampro@ itcamp14# The Agile Process Value Flow ©Q:PITLtd2014 76 User Customer Front Desk Sales Engineering Mgt Eng. TeamEstimatesRequirements Eng. Team 2 Customer Rep Arch. Design Story / Specs Product Backlog Release Planning Sprint Backlog Sprint Planning Sprint Estimates Development Monitor/Scrum Integration Demo Deliver But, that’s not really what I wanted!
  • 77. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Sharing lessons learnt across teams • Comparing measurements of success • Refining and improving the process • Allow the process to offer better support • Improve job satisfaction • Improve product quality at every step • Improve productivity Continuous Improvement ©Q:PITLtd2014 77
  • 78. Premium community conference on Microsoft technologies itcampro@ itcamp14# Cost of Project Quality ©Q:PITLtd2014 81 Crosby 1994 adapted by Ray Dion - Dallas SPIN, Feb 1995 Total Cost Cost of Quality Cost of Performance Cost of Conformance Cost of Non- Conformance Cost of Appraisal Cost of Prevention
  • 79. Premium community conference on Microsoft technologies itcampro@ itcamp14# Cost of Project Quality ©Q:PITLtd2014 82 Project Cost Cost of Quality Cost of Performance Cost of Conformance Cost of Non-Conformance Cost of Appraisal Cost of Prevention Training Policies, procedures, methods Tools Planning Quality improvement projects Data gathering and analysis Root cause analysis Quality reporting Reviews System Requirements Design Test plans Test scripts Walkthroughs Testing (first time) Independent V&V (first time) Audits Generating plans Documentation Development Requirements Design Code Integration Fixing defects Reworking Documents Design Updating code Re-reviews Re-test Lab costs Patches & Fixes Internal External Engineering changes Change control boards External failures and fines Customer support Help desks Crosby 1994 adapted by Ray Dion - Dallas SPIN, Feb 1995
  • 80. Premium community conference on Microsoft technologies itcampro@ itcamp14# Results ©Q:PITLtd2014 83
  • 81. Premium community conference on Microsoft technologies itcampro@ itcamp14# Results! ©Q:PITLtd2014 84
  • 82. Premium community conference on Microsoft technologies itcampro@ itcamp14# Don’t Drown, Support ©Q:PITLtd2014 85
  • 83. Premium community conference on Microsoft technologies itcampro@ itcamp14# • “The best moments usually occur when a person’s body or mind is stretched to its limits in a voluntary effort to accomplish something difficult and worthwhile. Optimal experience is thus something that we make happen.” • Csikszentmihalyi, Mihaly. “Flow: The Psychology of Happiness”. Ebury Publishing. Happiness ©Q:PITLtd2014 86
  • 84. Premium community conference on Microsoft technologies itcampro@ itcamp14# • The types of activities which people all over the world consistently report as most rewarding— that is, which make them feel best— involve – a clear objective, – a need for concentration so intense that no attention is left over, – a lack of interruptions and distractions, – clear and immediate feedback on progress toward the objective, – a sense of challenge— the perception that one’s skills are adequate, but just adequate, to cope with the task at hand. Happiness at Work ©Q:PITLtd2014 87
  • 85. Premium community conference on Microsoft technologies itcampro@ itcamp14# So, Can Process Make You Happy? ©Q:PITLtd2014 88 • No “…happiness is not something that happens. It is not the result of good fortune or random chance. It is not something that money can buy or power command. It does not depend on outside events, but, rather, on how we interpret them. Happiness, in fact, is a condition that must be prepared for, cultivated, and defended privately by each person. People who learn to control inner experience will be able to determine the quality of their lives, which is as close as any of us can come to being happy.” • Csikszentmihalyi, Mihaly. Flow: The Psychology of Happiness. Ebury Publishing.
  • 86. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Performance improvement requires a culture change –It is not easy –It is dependent on communication between management and staff –It can be highly successful if done correctly –It requires you to change (and not only everyone else!) Always remember ©Q:PITLtd2014 89
  • 87. Premium community conference on Microsoft technologies itcampro@ itcamp14# • The result will make life more predictable for you in your daily work But it’s worth it! ©Q:PITLtd2014 90
  • 88. Premium community conference on Microsoft technologies itcampro@ itcamp14# Architecture & Best PracticesNow choose • Do you want to lie down and let them win? • Do you want to try to change things?
  • 89. Premium community conference on Microsoft technologies itcampro@ itcamp14# Q & A
  • 90. 24/09/ ©Q:PIT Ltd 2013 93
  • 91. Premium community conference on Microsoft technologies itcampro@ itcamp14# • “Don't aim at success. The more you aim at it and make it a target, the more you are going to miss it. For success, like happiness, cannot be pursued; it must ensue, and it only does so as the unintended side effect of one's personal dedication to a cause greater than oneself or as the by-product of one's surrender to a person other than oneself. Happiness must happen, and the same holds for success: you have to let it happen by not caring about it. I want you to listen to what your conscience commands you to do and go on to carry it out to the best of your knowledge. Then you will live to see that in the long-run—in the long-run, I say!— success will follow you precisely because you had forgotten to think about it” • Viktor E. Frankl, “Man's Search for Meaning” The last word ©Q:PITLtd2014 94
  • 92. Premium community conference on Microsoft technologies itcampro@ itcamp14# • Peter Leeson • Q:PIT Ltd PO Box 6066 Milton Keynes MK1 9BH United Kingdom • Tel: +44 (0)20 8133 4120 • Fax: +44 (0)7006 010 575 • Mobile/Cell: +44 (0)773 998 98 67 • E Mail: Peter@qpit.ltd.uk • Skype: qpitpjl • Twitter: @PeterLeeson • Internet: http://www.qpit.net Contact Information ©Q:PITLtd2014 95
  • 93. Premium community conference on Microsoft technologies itcampro@ itcamp14# Huge thanks to our sponsors & partners!