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"

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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  • 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. 27/02/2014 ©Q:PIT Ltd 2014 ‹#›
  • 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. 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. A Definition of Quality 27/02/2014 ©Q:PIT Ltd 2014 8
  • 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. What do you need? 27/02/2014 ©Q:PIT Ltd 2014 10
  • 8. Foundations of Quality People Technology Process 27/02/2014 ©Q:PIT Ltd 2014 11
  • 9. The Delivery Process 3. Work 2. Plan 1. Envision 27/02/2014 ©Q:PIT Ltd 2014 13
  • 10. The Managed Process 4. Measure 3. Work 2. Plan 1. Envision 27/02/2014 ©Q:PIT Ltd 2014 14
  • 11. The Improving Process 5. Improve 4. Measure 3. Work 2. Plan 1. Envision 27/02/2014 ©Q:PIT Ltd 2014 15
  • 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. 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. 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. The Four Quadrants of the Human Brain Left Brain Right Brain Limbic 27/02/2014 Cerebral ©Q:PIT Ltd 2014 19
  • 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. 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. Happiness is Key to Productivity and Creativity 27/02/2014 ©Q:PIT Ltd 2014 22
  • 19. How do you make people happy? 27/02/2014 ©Q:PIT Ltd 2014 23
  • 20. Living Wages 27/02/2014 ©Q:PIT Ltd 2014 24
  • 21. Resources 27/02/2014 ©Q:PIT Ltd 2014 25
  • 22. Skills 27/02/2014 ©Q:PIT Ltd 2014 26
  • 23. Continuity 27/02/2014 ©Q:PIT Ltd 2014 27
  • 24. Stability 27/02/2014 ©Q:PIT Ltd 2014 28
  • 25. Plan 27/02/2014 ©Q:PIT Ltd 2014 29
  • 26. Methodology 27/02/2014 ©Q:PIT Ltd 2014 30
  • 27. View the Product 27/02/2014 ©Q:PIT Ltd 2014 31
  • 28. Vision 27/02/2014 ©Q:PIT Ltd 2014 32
  • 29. Environment 27/02/2014 ©Q:PIT Ltd 2014 33
  • 30. Leadership 27/02/2014 ©Q:PIT Ltd 2014 34
  • 31. Team 27/02/2014 ©Q:PIT Ltd 2014 35
  • 32. Support 27/02/2014 ©Q:PIT Ltd 2014 36
  • 33. Control 27/02/2014 ©Q:PIT Ltd 2014 37
  • 34. Voice 27/02/2014 ©Q:PIT Ltd 2014 38
  • 35. Recognition 27/02/2014 ©Q:PIT Ltd 2014 39
  • 36. Feedback 27/02/2014 ©Q:PIT Ltd 2014 40
  • 37. Trust 27/02/2014 ©Q:PIT Ltd 2014 41
  • 38. Eustress 27/02/2014 ©Q:PIT Ltd 2014 42
  • 39. Freedom in Framework 27/02/2014 ©Q:PIT Ltd 2014 43
  • 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. 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. 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. 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. 5 Effort to Improve 4 5 3 4 2 3 1 2 27/02/2014 ©Q:PIT Ltd 2014 50
  • 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. Don’t Drown, Support 27/02/2014 ©Q:PIT Ltd 2014 52
  • 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. 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. 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. 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. 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. 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. Q&A 27/02/2014 ©Q:PIT Ltd 2014 59
  • 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