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IT Management Models
 

IT Management Models

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This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:

This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/it-management-models-224

This presentation is a collection of PowerPoint diagrams and templates used to convey 26 different IT governance, management and delivery excellence models.

Models/frameworks include the following:
1. IT Infrastructure Library (ITIL) Model
2. ISO/IEC 20000 IT Service Management Model
3. ISO/IEC 27000 Information Security Management Systems Model
4. COBIT 5 Model
5. Capability Maturity Model Integration (CMMI)
6. People Capability Maturity Model (PCMM)
7. ISO/IEC 15504 (SPICE)
8. Organizational Project Management Maturity Model (OPM3)
9. Portfolio, Programme, Project Management Maturity Model (P3M3)
10. Portfolio, Programme, Project Office Model (P3O)
11. PRINCE2 Project Management Model
12. IDEAL Model
13. Waterfall Model
14. Agile Model
15. Scrum Model
16. COPC-2000 Model
17. Lean Levers for IT Outsourcing
18. Cause & Effect Diagram
19. DMAIC Process Improvement Model (Six Sigma)
20. ISO 9001 Quality Management Model
21. Baldrige Performance Excellence Model
22. EFQM Business Excellence Model
23. Balanced Scorecard
24. Benchmarking Model
25. SERVQUAL Model
26. Change Management Model

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    IT Management Models IT Management Models Presentation Transcript

    • © Operational Excellence Consulting. All rights reserved. This presentation is a collection of PowerPoint diagrams and templates used to convey 26 different IT management models. IT Management Models Diagrams and Templates of IT Governance, Management & Delivery Excellence Models
    • © Operational Excellence Consulting. All rights reserved. 3 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 5 IT Infrastructure Library (ITIL) provides a practical framework for identifying, planning, delivering and supporting IT services to the business The Business Perspective ICT Infrastructure management Security Management Planning to Implement Service Management Applications Management Service Support Service Delivery TheBusiness TheTechnology Source: Office of Government Commerce (OGC)
    • © Operational Excellence Consulting. All rights reserved. 7 ITIL a framework that describes Best Practice in IT Service Management Financial Management For IT Services Availability Management Capacity Management Service Level Management IT Service Continuity Management Release Management Problem Management Change Management Incident Management Configuration Management Security Management Service Delivery Service Support Service Desk
    • © Operational Excellence Consulting. All rights reserved. 9 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 11 Insert Header Incident Management Problem Management Resolution Processes Supplier Management Business Relationship Management Release Processes Release Management Service Level Management Service Reporting Information Security Management Service Delivery Processes Service Continuity & Availability Management Capacity Management Control Processes Configuration Management Change Management Relationship Processes Budgeting & Accounting For IT Services Overall Management System Planning & Implementing Service management Planning & Implementing New/Changed Service ISO/IEC 20000 Source: ISO/IEC Insert bumper – takeaway statement ISO/IEC 20000 Model (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 13 ISO/IEC 27000 is a global standard on Information Security Management Systems (ISMS) Security Policy Communications & Operation Management Information Security
    • © Operational Excellence Consulting. All rights reserved. 15 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 17 Insert Header Source: ISACA INFORMATION MONITOR & EVALUATE PLAN & ORGANIZE DELIVER & SUPPORT ACQUIRE & IMPLEMENT IT RESOURCES BUSINESS OBJECTIVES GOVERNANCE OBJECTIVES COBIT Insert bumper – takeaway statement COBIT 5 Model (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 19 Insert Header Source: ISACA 5. Separating Governance From Management 4. Enabling a Holistic Approach 3. Applying a Single Integrated Framework 2. Covering the Enterprise End-to-end 1. Meeting Stakeholder Needs COBIT 5 Principles Insert bumper – takeaway statement COBIT 5 Principles (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 21 COBIT 5 Framework describes 7 categories of enablers that help foster the achievement of the enterprise’s objectives and deliver value Source: ISACA 2. Processes 7. People, Skills & Competencies 6. Services, Infrastructure & Applications 5. Information 1. Principles, Policies & Frameworks 4. Culture Ethics & Behavior 3. Organizational Structure Resources
    • © Operational Excellence Consulting. All rights reserved. 23 COBIT 5 - Domain and Process Structure Processes Control Objectives Control Practices Domain
    • © Operational Excellence Consulting. All rights reserved. 25 Capability Maturity Model Integration (CMMI) Constellations CMMI-DEV Provides guidance for managing, measuring, and monitoring development process CMMI-SVC Provides guidance for delivering services within organizations and to external customers CMMI-ACQ Provides guidance to enable informed and decisive acquisition leadership
    • © Operational Excellence Consulting. All rights reserved. 27 Insert Header Source: Software Engineering Institute Insert bumper – takeaway statement CMMI Model (TEMPLATE) Optimizing Quantitatively Managed Defined Initial Managed Process unpredictable, poorly controlled and reactive Process characterized for projects and is often reactive Process characterized for the organization and is proactive Process measured and controlled Focus on process improvement 1 2 3 4 5
    • © Operational Excellence Consulting. All rights reserved. 29 People Capability Maturity Model (PCMM) is a roadmap for implementing workforce practices that continuously improve the capability of an organization’s workforce Level 5 Optimizing Level 1 Initial Level 2 Managed Level 3 Defined Level 4 Predictable Change Management Inconsistent Management People Management Competency Management Capability Management Continuously Improving Practices Measured & Empowered Practices Competency- Based Practices Repeatable Practices Source: Software Engineering Institute
    • © Operational Excellence Consulting. All rights reserved. 31 PCMM Process Areas define the Best Practices for enhancing workforce capability Maturity Levels Process Areas Threads Developing individual capability Building workgroups & culture Motivating & managing performance Shaping the workforce 5 Optimizing Continuous Capability Improvement Organizational Performance Alignment Continuous Workforce Innovation 4 Predictable Competency Based Assets Mentoring Competency Integration Empowered Workgroups Quantitative Performance Management Organizational Capability Management 3 Defined Competency Development Competency Analysis Participatory Culture Career Development Workforce Planning 2 Managed Training & Development Communication & Coordination Compensation Performance Management Work Environment Staffing Source: Software Engineering Institute
    • © Operational Excellence Consulting. All rights reserved. 33 ISO/IEC 15504 (SPICE) is an international standard for the assessment of (software) processes Level 5 – Optimizing • Process Innovation • Process Optimization Level 4 – Predictable • Measurement • Process Control Level 3 – Established • Process Definition • Process Deployment Level 2 – Managed • Performance Management • Work Product Management Level 1 – Performed • Process Performance Level 0 – Incomplete Source: ISO/IEC SPICE = Software Process Improvement and Capability Determination
    • © Operational Excellence Consulting. All rights reserved. 35 The purpose of ISO/IEC 15504 is capability determination in the context of customers and suppliers, and a continuous process improvement Level 5 – Optimizing • Process Innovation • Process Optimization Level 4 – Predictable • Measurement • Process Control Level 3 – Established • Process Definition • Process Deployment Level 2 – Managed • Performance Management • Work Product Management Level 1 – Performed • Process Performance Level 0 – Incomplete Optimizing The process is continuously improved to meet current and projected business goals. Incomplete The process is not implemented or fails to achieve its purposes. Performed The process is performed and achieves its purpose. Managed The process is managed and results are specified, controlled and maintained. Established A standard process is defined and used throughout the organization. Predictable The process is executed consistently within defined limits. Source: ISO/IEC
    • © Operational Excellence Consulting. All rights reserved. 37 Organizational Project Management Maturity Continuum Standardize Portfolio Program Project Measure Control Continuously Improve
    • © Operational Excellence Consulting. All rights reserved. 39 OPM3 helps organizations utilize project management to accomplish their goals on time, within budget, and improve their overall effectiveness Source: Project Management Institute, Inc. Prepare For Assessment Satisfied with Results Perform Assessment Repeat the Process Implement Improvements Plan for Improvements S L OPM3
    • © Operational Excellence Consulting. All rights reserved. 41 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 43 Insert Header P3M3 Programme Management Portfolio Management Project Management Management Control Resource Management Organizational Governance Risk Management Stakeholder Engagement Financial Management Benefits Management Source: Office of Government Commerce (OGC) Insert bumper – takeaway statement P3M3 Model (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 45 Insert Header Source: Office of Government Commerce (OGC) Insert bumper – takeaway statement P3M3 Components & Maturity Levels (TEMPLATE) ManagementControl ManagementControl ManagementControl Management Control Benefits Management Financial Management Stakeholder Management Risk Management Organisational Governance Resource Management Level 5 - Optimised Level 4 - Managed Level 3 - Defined Level 2 - Repeatable Level 1 - Awareness Portfolio Management Programme Management Project Management P3M3 Model
    • © Operational Excellence Consulting. All rights reserved. 47 P3O model can add value to the business areas to ensure changes are aligned to strategic and operational governance Source: Sue Vowler, Project Angels Business Change Value Are we getting the right business benefits? Business Change Governance Business Change Delivery Are we getting them done well? Business Change Design Are we doing them the right way? Business Change Strategy Are we doing the right things?
    • © Operational Excellence Consulting. All rights reserved. 49 P3O aligns Portfolios, Programmes and Projects to deliver business value to the organization Source: Sue Vowler, Project Angels Portfolio The „Right‟ things to do? How are we doing? Project Deliverables Programme Outcomes Benefits Processes How do we do it? Let‟s do it the same way! Capacity Can we do it? Can we adopt it? Change the Business Business as Usual Run the Business Doing the RIGHT things effectiveness efficiency Doing the Things RIGHT
    • © Operational Excellence Consulting. All rights reserved. 51 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 53 Insert Header Corporate / Programme Management Directing a Project Starting Up a Project Managing Stage Boundaries Controlling a Stage Initiating a Project Managing Product Delivery Closing a Project Planning Insert bumper – takeaway statement PRINCE2 Project Management Model (TEMPLATE) Source: Office of Government Commerce (OGC)
    • © Operational Excellence Consulting. All rights reserved. 55 The IDEAL model forms an infrastructure to guide organizations in planning and implementing an effective software process improvement program Source: Software Engineering Institute Learning Diagnosing Initiating Establishing ActingStimulus for Change Characterize Current and Desired Status Develop Recommendations Set Context Build Sponsorship Charter Infrastructure Set Priorities Develop Approach Plan Actions Create Solution Pilot Test Solution Refine Solution Implement Solutions Analyze and Validate Propose Future Actions
    • © Operational Excellence Consulting. All rights reserved. 57 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 59 Waterfall Model of Software Development Requirements Design Implementation Verification Maintenance Insert bumper – takeaway statement Waterfall Model (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 61 The Agile Manifesto • Individuals and interactions over processes and tools • Working software over comprehensive documentation • Customer collaboration over contract negotiation • Responding to change over following a plan Source: The Agile Alliance (http://www.agilealliance.org)
    • © Operational Excellence Consulting. All rights reserved. 63 Agile software development is a group of software development methods based on iterative and incremental development Adjust & track Re-prioritize features Next Iteration Onto development 4, 5, etc. Record & incorporate changes Feedback Review Development n Add functionality n Release Development 1 Add functionality 1 Development 2 Add functionality 2 Yes Accept ? Integrate & Test Integrate & TestIntegrate & Test Start Initiate project Define requirements High level requirements Release to marketTest Agile lifecycle Continuous visibility Developers Users Clients No
    • © Operational Excellence Consulting. All rights reserved. 65 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 67 Insert Header Product Backlog Sprint Backlog Sprint 30 days 24 hr Working increment of the software Insert bumper – takeaway statement Scrum Model (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 69 COPC-2000 VMO Standard is a collection of performance management systems for customer-centric service operations for vendor management organizations 38 Items across 5 Categories Business Processes - 18 Items - Support Processes - 7 Items - People Processes - 4 Items - Enabler Enabler Enabler Performance Measurement - 5 Items - Goal Leadership & Planning - 4 Items - Driver Source: COPC Inc.
    • © Operational Excellence Consulting. All rights reserved. 71 COPC-2000 CSP Standard is a collection of performance management systems for customer-centric service operations for customer service providers Source: COPC Inc. 1.1 Statement of Direction 1.2 Business Planning 1.3 Target Setting 1.4 Reviewing Process Performance 1.5 COPC CSP Standard Review 1.0 Leadership & Planning 2.1 Managing Change 2.2 Process, Procedures & Methodologies 2.3 Corrective Action & Continuous Improvement 2.4 Transaction Monitoring 2.5 Forecasting, Staffing & Scheduling 2.6 Compliance 2.7 Technology 2.8 Vendor & Key Supplier Performance Management 2.9 Business Continuity 2.10 Reporting & Data Integrity 2.0 Processes 4.1 End-user Satisfaction & Dissatisfaction 4.2 Client Satisfaction & Dissatisfaction 4.3 Service Performance 4.4 Quality Performance 4.5 Sales Performance 4.6 Efficiency & Cost Performance 4.7 KSP Performance 4.8 Achieving Results 4.0 Performance 3.1 Defining Jobs 3.2 Recruiting & Hiring 3.3 Training & Development 3.4 Verifying Skills & Knowledge 3.5 Staff Performance Management 3.6 Managing Staff Feedback 3.7 Staff Attrition & Absenteeism 3.0 People Enablers Goal Driver
    • © Operational Excellence Consulting. All rights reserved. 73 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 75 Lean levers can be applied to eliminate waste in IT services Segmenting complexity Redistribute activities Flexible manpower systems Reduce incoming work Reduce NVA work Standardize operations Form separate channels for complicated tasks so that simple ones are not held up Align activities with appropriate skill set and group Balance processing capacity with the ongoing demand by moving people to where the work activity is Eliminate tasks from a person by reducing the actual work activity arising Eliminate work that does not directly add value to the end customer Establish best practices to execute a task 1 2 4 5 6 7 Pool resources Utilize existing skills and resources to reach economies of scale 3 Source: McKinsey
    • © Operational Excellence Consulting. All rights reserved. 77 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 79 Insert Header Source: Kaoru Ishikawa Cause & Effect Diagram (TEMPLATE) Insert bumper – takeaway statement Manpower Methods Machines (or Equipment) Measurement Output Materials (or Information) Environment Causes Effect
    • © Operational Excellence Consulting. All rights reserved. 81 DMAIC is a data-driven improvement cycle used for improving, optimizing and stabilizing business processes Define the problem or opportunity Measure the current performance and capability Analyse to identify root causes Improve by implementing potential solutions Control by standardizing solution and monitoring performance Define Measure Analyze Control 6Improve
    • © Operational Excellence Consulting. All rights reserved. 83  Identify the critical business issues and concerns  Understand the current process and it‟s customers  Characterize the Y and potential X‟s  Collect data for process elements  Verify/quantify important X‟s  Identify factors (X‟s) that have an influence on the business issue.  Implement solutions to improve Y  Adjust the factors that influence the business concerns  Manage important X‟s and monitor the Y over time  Mange routine or day-to-day operations for these critical factors  DMAIC allows for the utilization of multiple tools and techniques when improving processes; including statistics and Lean techniques.  The Control phase allows teams to develop a process to ensure improvement results will be sustained over the long-term. Define Opportunity Measure Performance Analyze Opportunity Improve Performance Control Performance Each step in the DMAIC process is required and results in deliverables that ensures the team is focused on key process performance measures
    • © Operational Excellence Consulting. All rights reserved. 85 DMAIC Model (TEMPLATE) KEY STEPS • Text • Text • Text • Text • Text Define Measure Analyze Improve Control Insert Header
    • © Operational Excellence Consulting. All rights reserved. 87 DMAIC Project Timeline (TEMPLATE) Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Jul 2013 Aug 2013 Sep 2013 Define Measure Analyze Improve Control Insert Header
    • © Operational Excellence Consulting. All rights reserved. 89 ISO 9001 quality management system establishes proven processes that meet customer requirements Value-adding activities Information flow Input Output Product/ service Continual improvement of the Quality Management System CustomerRequirements CustomerSatisfaction Management Responsibility Resource management Measurement, analysis & improvement Product realization
    • © Operational Excellence Consulting. All rights reserved. 91 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 93 Insert Header 4 Measurement, Analysis & Knowledge Management 2 Strategic Planning 5 Workforce Focus 3 Customer Focus 6 Operations Focus 1 Leadership 7 Results Organizational Profile: Environment, Relationships & Strategic Situation Insert bumper – takeaway statement Baldrige Performance Excellence Model (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 95 EFQM Business Excellence Model Enablers Results Leadership People Strategy Partnerships & Resources Key Results Processes, Products & Services People Results Customer Results Society Results Learning, Creativity & Innovation
    • © Operational Excellence Consulting. All rights reserved. 97 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 99 Insert Header FINANCIAL BUSINESS PROCESSES Vision and Strategy To succeed financially, how should we appear to our shareholders? LEARNING & GROWTH CUSTOMERS To achieve our vision, how will we sustain our ability to change and improve? To achieve our vision, how should we appear to our customers? To satisfy our shareholders and customers, what business processes must we excel at? Source: Kaplan & Norton Insert bumper – takeaway statement Balanced Scorecard (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 101 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. 103 1. IDENTIFY WHAT IS TO BE BENCHMARKED 2. IDENTIFY COMPARATIVE COMPANIES 3. DETERMINE DATA COLLECTION METHOD AND COLLECT DATA 4. DETERMINE CURRENT PERFORMANCE “GAP” 5. PROJECT FUTURE PEROFMANCE LEVELS 6. COMMUNICATE BENCHMARK FINDINGS AND GAIN ACCEPTANCE 7. ESTABLISH FUNCTIONAL GOALS 8. DEVELOP ACTION PLANS 9. IMPLEMENT SPECIFIC ACTIONS AND MONITOR PROGRESS 10. RECALIBRATE BENCHMARKS  LEADERSHIP POSITION ATTAINED  PRACTICES FULLY INTEGRATED INTO PROCESSES Phase 1: PLANNING Phase 2: ANALYSIS Phase 3: INTEGRATION Phase 4: ACTION MATURITY Insert Header Source: Robert C. Camp Insert bumper – takeaway statement Xerox Benchmarking Model (TEMPLATE)
    • © Operational Excellence Consulting. All rights reserved. 105 SERVQUAL method can be used to perform a gap analysis of an organization’s service quality performance Source: “SERVQUAL” by Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry Responsiveness Empathy Tangibles Assurance Reliability
    • © Operational Excellence Consulting. All rights reserved. 107 Contents  IT Infrastructure Library Model (ITIL)  Agile Model  ISO/IEC 20000 IT Service Management Model  Scrum Model  ISO/IEC 27000 Information Security Management Systems Model  COPC-2000 Model  COBIT 5 Model  Eight Types of Waste in IT Services  Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram  People Capability Maturity Model (PCMM)  Six Sigma DMAIC Quality Improvement Model  ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model  Organizational Project Management Maturity Model (OPM3)  Baldrige Performance Excellence Model  Portfolio, Programme, Project Management Maturity Model (P3M3)  EFQM Business Excellence Model  Portfolio, Programme, Project Office (P3O)  Balanced Scorecard  PRINCE2 Project Management Model  Benchmarking Model  IDEAL Model  SERVQUAL Model  Waterfall Model  Change Management Model
    • © Operational Excellence Consulting. All rights reserved. www.oeconsulting.co m.sg END OF PRESENTATION For more presentations and templates, please visit us at:
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