Can process make you happy - Unicom conference

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Keynote Presentation delivered at the Unicom combined conference on "Business Excellence through Process Improvement" and "Application Lifecycle Management for today's Business Requirements"

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Can process make you happy - Unicom conference

  1. 1. Can Process Make You Happy? Reducing the cost of Quality through Process improvement, Information management and Teamwork 27/02/2014 ©Q:PIT Ltd 2014 1
  2. 2. 27/02/2014 ©Q:PIT Ltd 2014 ‹#›
  3. 3. The Deming Quality Chain "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." 27/02/2014 ©Q:PIT Ltd 2014 6
  4. 4. The Hierarchy of Quality Satisfied Customer Good Products and Services Successfully Managed Activities People Standards 27/02/2014 Culture Work Practices Finance Needs ©Q:PIT Ltd 2014 Technology Abilities … 7
  5. 5. A Definition of Quality 27/02/2014 ©Q:PIT Ltd 2014 8
  6. 6. 27/02/2014 Gain customer loyalty Innovation and implementation Trust Vision Anticipate customer needs Mission Exceed customer expectations Meet customer requirements Determine customer requirements and expectations Identify customers by organization / by key contacts ©Q:PIT Ltd 2014 Meet Commitments Defensive Strategy Offensive Strategy Q:P/X – Customer Satisfaction 9
  7. 7. What do you need? 27/02/2014 ©Q:PIT Ltd 2014 10
  8. 8. Foundations of Quality People Technology Process 27/02/2014 ©Q:PIT Ltd 2014 11
  9. 9. The Delivery Process 3. Work 2. Plan 1. Envision 27/02/2014 ©Q:PIT Ltd 2014 13
  10. 10. The Managed Process 4. Measure 3. Work 2. Plan 1. Envision 27/02/2014 ©Q:PIT Ltd 2014 14
  11. 11. The Improving Process 5. Improve 4. Measure 3. Work 2. Plan 1. Envision 27/02/2014 ©Q:PIT Ltd 2014 15
  12. 12. The Risk Aware Process 5. Improve 4. Measure 3. Work 2. Plan 1. Envision 27/02/2014 6. Discover ©Q:PIT Ltd 2014 Enigma 16
  13. 13. The Intelligent Process 5. Improve 4. Measure 3. Work 2. Plan 1. Envision 27/02/2014 6. Discover ©Q:PIT Ltd 2014 Enigma 17
  14. 14. Process As Human Reasoning 5 4 Left Brain 3 2 Right Brain 6 1 Limbic 27/02/2014 Cerebral ©Q:PIT Ltd 2014 18
  15. 15. The Four Quadrants of the Human Brain Left Brain Right Brain Limbic 27/02/2014 Cerebral ©Q:PIT Ltd 2014 19
  16. 16. Whole brain thinking Me Ego Spirit Soul Self Stimuli 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” 27/02/2014 ©Q:PIT Ltd 2014 20
  17. 17. Motivating Change 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… 27/02/2014 ©Q:PIT Ltd 2014 21
  18. 18. Happiness is Key to Productivity and Creativity 27/02/2014 ©Q:PIT Ltd 2014 22
  19. 19. How do you make people happy? 27/02/2014 ©Q:PIT Ltd 2014 23
  20. 20. Living Wages 27/02/2014 ©Q:PIT Ltd 2014 24
  21. 21. Resources 27/02/2014 ©Q:PIT Ltd 2014 25
  22. 22. Skills 27/02/2014 ©Q:PIT Ltd 2014 26
  23. 23. Continuity 27/02/2014 ©Q:PIT Ltd 2014 27
  24. 24. Stability 27/02/2014 ©Q:PIT Ltd 2014 28
  25. 25. Plan 27/02/2014 ©Q:PIT Ltd 2014 29
  26. 26. Methodology 27/02/2014 ©Q:PIT Ltd 2014 30
  27. 27. View the Product 27/02/2014 ©Q:PIT Ltd 2014 31
  28. 28. Vision 27/02/2014 ©Q:PIT Ltd 2014 32
  29. 29. Environment 27/02/2014 ©Q:PIT Ltd 2014 33
  30. 30. Leadership 27/02/2014 ©Q:PIT Ltd 2014 34
  31. 31. Team 27/02/2014 ©Q:PIT Ltd 2014 35
  32. 32. Support 27/02/2014 ©Q:PIT Ltd 2014 36
  33. 33. Control 27/02/2014 ©Q:PIT Ltd 2014 37
  34. 34. Voice 27/02/2014 ©Q:PIT Ltd 2014 38
  35. 35. Recognition 27/02/2014 ©Q:PIT Ltd 2014 39
  36. 36. Feedback 27/02/2014 ©Q:PIT Ltd 2014 40
  37. 37. Trust 27/02/2014 ©Q:PIT Ltd 2014 41
  38. 38. Eustress 27/02/2014 ©Q:PIT Ltd 2014 42
  39. 39. Freedom in Framework 27/02/2014 ©Q:PIT Ltd 2014 43
  40. 40. Maslow Acceptance of facts Lack of Prejudice Problem Solving Creativity Morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts Self-esteem, confidence, achievement, respect of/by others Friendship, family, sexual intimacy Security of body, employment, resources, morality, the family, health, property Breathing, food, water, sex, sleep, homeostasis, excretion 27/02/2014 ©Q:PIT Ltd 2014 46
  41. 41. A Mature Culture 1/2 • 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 27/02/2014 ©Q:PIT Ltd 2014 47
  42. 42. A Mature Culture 2/2 • 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 27/02/2014 ©Q:PIT Ltd 2014 48
  43. 43. Achieving Results ML5 ML4 Manage Performance at Organization Level Statistical / Analytical predictable performance metrics Repeatable activity results vs objectives ML3 Common accepted ML2 Stable shared best practices Common / accepted vision of success business measurements 27/02/2014 ©Q:PIT Ltd 2014 49
  44. 44. 5 Effort to Improve 4 5 3 4 2 3 1 2 27/02/2014 ©Q:PIT Ltd 2014 50
  45. 45. What Is a Process? Procedures and methods defining the relationship of tasks Tools and equipment People with skills, training, and motivation 27/02/2014 ©Q:PIT Ltd 2014 51
  46. 46. Don’t Drown, Support 27/02/2014 ©Q:PIT Ltd 2014 52
  47. 47. Sometimes, I think my management’s process is like… 5. Improve 4. Measure Or maybe… 3. Work 2. Plan 1. Envision Theirs not to make reply Theirs not Discover Enigma 6. to reason why, theirs but to do or die… (Alfred, Lord Tennyson “The Charge of the Light Brigade”) 27/02/2014 ©Q:PIT Ltd 2014 53
  48. 48. Results A software development (outsourcing) company • They use a combination of – Agile – ITIL – DevOps – Prince2 – CMMI (Development and Services) • They implemented the basic practices of “Intelligent Evolution” and “FP2” 27/02/2014 ©Q:PIT Ltd 2014 54
  49. 49. Practical Results • CMMI Maturity Level 1 in 2010; Maturity Level 3 in 2012 (it takes on average two years to move up one level) • Customer satisfaction survey achieved the highest level in the history of the company • Results are visible and approved by all stakeholders: management, employees, customers, partners 27/02/2014 ©Q:PIT Ltd 2014 55
  50. 50. Measured Results • From 2010 to 2013: – Revenue Increase : 46% (during the recession!) – Project losses reduced from 12.5% to 5.18% – Deviations to plan decreased from 23% to 4.39% – Head count increased 27.9% 27/02/2014 ©Q:PIT Ltd 2014 56
  51. 51. Always remember • Performance improvement requires a culture change – It is not easy – It is completely dependent on management – It can be highly successful if done correctly – It requires you to change (and not only everyone else!) 27/02/2014 ©Q:PIT Ltd 2014 57
  52. 52. But it’s worth it! • The result will make life more predictable for you in your daily work 27/02/2014 ©Q:PIT Ltd 2014 58
  53. 53. Q&A 27/02/2014 ©Q:PIT Ltd 2014 59
  54. 54. Contact Information 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 • Internet: http://www.qpit.net • Blog: PeterLeeson.wordpress.com 27/02/2014 ©Q:PIT Ltd 2014 61

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