Managing the Evolution of Software Systems

T he Old, the New and W hat’s
Consistently Tr ue:

Managing the Evolution
of S...
Managing the Evolution of Software Systems

Why Focus on Maintenance?

Incident
Handling

End User
Call Support

Work
Requ...
Managing the Evolution of Software Systems

Maintenance Is Where the
Money Is
• Maintenance and Support Makes Up
50-80% of...
Managing the Evolution of Software Systems

The Old
Software Development and Support Has
Enormous Room for Improvement
Managing the Evolution of Software Systems

1969 NATO Report on Software
Engineering
• Documented problems in
– Requiremen...
Managing the Evolution of Software Systems

A Generation After NATO Report
• 34% of Projects Completed On-Time, On-Budget
...
Managing the Evolution of Software Systems

Individual Performance Variation
• Performance Differences
– 10 to 1 Differenc...
Managing the Evolution of Software Systems

Team Performance Variation
“Productivity of
the 90th percentile
teams is four
...
Managing the Evolution of Software Systems

What’s Possible?
• Software quality can improve at 15%
to as much as 40% PER Y...
Managing the Evolution of Software Systems

What’s Been Accomplished?
• HP

– 10X reduction in defect rate, average time t...
Managing the Evolution of Software Systems

CAI Experience with Productivity
Improvement
Managing the Evolution of Software Systems
Productivity Increased in Wide
Variety of Scope-Headcount-Cost
Situations
Managing the Evolution of Software Systems

The New
Lessons from Modern Manufacturing for
Application Development and MAIN...
Managing the Evolution of Software Systems

Why Manufacturing?
• Importance of Thinking “Outside the
Box”
• Applicability ...
Managing the Evolution of Software Systems

Manufacturing Productivity
Outpaces Services
Real Output per Full-Time Equival...
Managing the Evolution of Software Systems

First: Think Out of the Box
The definition of insanity is doing the
same thing...
Managing the Evolution of Software Systems

Thinking Outside of the Box
The Fremont Story

• 1982 - GM shutters Fremont as...
Managing the Evolution of Software Systems

Evolution of Manufacturing
•19th Century – Craft Production
•20th Century – Ma...
Managing the Evolution of Software Systems

Software “Shortcut” to Lean
•19th Century – Craft Production
•20th Century – M...
Managing the Evolution of Software Systems

What IS Lean Thinking?
The Five Lean Enterprise
Principles
– Value Focus on Wh...
Managing the Evolution of Software Systems

Lean Makes Powerful Impact in
Administrative Areas
“ We were doubly shocked wh...
Managing the Evolution of Software Systems

Why Lean Works
In reality, companies had come to
recognize that combinations o...
Managing the Evolution of Software Systems

What’s Consistently True
Process, Metrics and People
Managing the Evolution of Software Systems

High Performance Organization
Characteristics
“High performance IT organizatio...
Managing the Evolution of Software Systems

Process
Process, Metrics and People
Managing the Evolution of Software Systems
Process Should Support Different
Motivation and Management Systems
• Douglas Mc...
Managing the Evolution of Software Systems

Why Is Standard Process
Important?
Enables …
• Common Language to Communicate
...
Managing the Evolution of Software Systems

Why Is Standard Process
Important?
Enables …
• Common Language
• Quality Plans...
Managing the Evolution of Software Systems

Why Is Standard Process
Important?
Enables …
• Common Language
• Quality Plans...
Managing the Evolution of Software Systems

Why Is Standard Process
Important?
Enables …
• Common Language
• Quality Plans...
Managing the Evolution of Software Systems

High Performance Organization
Characteristics
“High performance IT organizatio...
Managing the Evolution of Software Systems

What Are the Maintenance
Processes?

Incident
Handling

End User
Call Support
...
Managing the Evolution of Software Systems

What Are the Maintenance
Processes?

ISO 1764, IEEE 1219
Managing the Evolution of Software Systems

Key Process Areas Mapped
Production Incident Process Flow

Work Request (WR) P...
Managing the Evolution of Software Systems

Work Request Process Mapped
Work Request (WR) Process Flow
52

4

1
WR Receive...
Managing the Evolution of Software Systems

Process Step Map
Managing the Evolution of Software Systems

Metrics
Process, Metrics and People
Managing the Evolution of Software Systems

What Maintenance Management
Measures
• Volume of Service – Measured by the num...
Managing the Evolution of Software Systems
High Performance Organization
Characteristics
“High performance IT organization...
Managing the Evolution of Software Systems

Quality Management Performance Over Time
Managing the Evolution of Software Systems
Customer Satisfaction Management
Managing the Evolution of Software Systems
Quality Management Rework Management
Managing the Evolution of Software Systems

Quality Management Defect Management

Identify Incident Causes Data Errors: 34...
Managing the Evolution of Software Systems
Productivity Management Efficiency Management
Managing the Evolution of Software Systems
Productivity Management Effectiveness Management
Managing the Evolution of Software Systems
Productivity Objective: More Time Focused
on Value Adding Activities
Analysis o...
Managing the Evolution of Software Systems

People
Process, Metrics and People
Managing the Evolution of Software Systems

Motivation is KEY to Productivity
Improvement
• Most productivity studies have...
Managing the Evolution of Software Systems

Achievement and Recognition
Recognition of Achievement is VERY
Important to De...
Managing the Evolution of Software Systems

Motivating Developers
•
•
•
•
•

The Work Itself
Achievement
Advancement
Compe...
Managing the Evolution of Software Systems

What Motivates Developers?
Managing the Evolution of Software Systems

Getting People to Use the
System
• Threaten Them
• Incent Them
– Make Job
Easi...
Managing the Evolution of Software Systems

High Performance Organization
Characteristics
“High performance IT organizatio...
Managing the Evolution of Software Systems
Assignment Management
Managing the Evolution of Software Systems

Task Management
Managing the Evolution of Software Systems
Estimation Management
Managing the Evolution of Software Systems

Issue Management
Managing the Evolution of Software Systems

Time Management
Managing the Evolution of Software Systems

Change (Scope) Management
Managing the Evolution of Software Systems

Quality Management – Step
Level
Managing the Evolution of Software Systems

How to Implement
Setting Achievable Goals, Objectively
Measuring Performance
Managing the Evolution of Software Systems

Improved Capability Level

How They Did It:
Three-Phase Implementation Model

...
Managing the Evolution of Software Systems

Visibility
• To “Shine a Light” on What is Being
Done By Whom and How
• To Cap...
Managing the Evolution of Software Systems

Control
• To Produce Meaningful Process and
Product Management Metrics
• To En...
Managing the Evolution of Software Systems

Optimization
• To Identify Efficiency Improvement
Opportunities
• To Identify ...
Managing the Evolution of Software Systems

What We Need: Maintenance and
the Three Principles
IN

CS

WR

Visibility

Wha...
Managing the Evolution of Software Systems

Next Steps
A Best Practice Assessment is Your First
Step Toward Realizing the ...
Managing the Evolution of Software Systems
Best Practice Assessment
Process
The Best Practice Assessment Helps You
Answer ...
Managing the Evolution of Software Systems

CAI Profile
World Leader in IT Process and Productivity
Managing the Evolution of Software Systems

CAI Company Profile
• Founded 1980
• 2000+ Employees
• Offices in US, Europe, ...
Managing the Evolution of Software Systems
Managing the Evolution of Software Systems

CAI Product Of ferings
• Application Support & Maintenance
– Managed Maintenan...
Managing the Evolution of Software Systems

The CAI Value Proposition
CAI enables its clients to:
• Track and measure the ...
Managing the Evolution of Software Systems

Closing Thoughts
Embrace Change
Managing the Evolution of Software Systems

Thoughts on Change
It is not necessary to change. Survival is not mandatory.
W...
Managing the Evolution of Software Systems

Excellent IT Reference Site
www.itmpi.org
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Managing the Evolution of Software Systems: The Old, the New and What's Consistently True by Joe Hessmiller

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Presentation focuses on the pontential improvement in productivity possible by adopting standard processes and managing with accurate, timely metrics. Approach described has resulted in double-digit percentage improvements in performance in large, complex software maintenance environments.

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  • Which is crazy, given the apparent excellence of many individuals. Why can’t we leverage the knowledge of the top tier?
  • Also shows that there is TWICE the opportunity in maintenance as in development
  • Process management must reflect whatever management styles are in place in an organization. And often, multiple styles are present in differnet parts of the same organization.
    The most modern – Theory Z – applies most to our next topic, Lean
  • Education, Tracking, Artifact Assistance if artifacts available
  • Value – Staying on Top of How the Customer Feels about the value being delivered.
  • Tracer data for incidents can be analyzed for commonly occurring events. Root cause analysis of those events and remediation can remove the time attributed to those events from the incident category. This makes more time available for customer directed activity (i.e. enhancements)
  • Here’s what its all about. CAI is about reducing time spent on non-strategic work (calls and incidents) in order to increase the time available for strategic work (enhancements). This in effect provides the customer a capacity increase which they can then manage as they choose. Non-strategic work can be reduced by analyzing and reviewing the detailed Tracer data composing the calls and incidents pieces to the pie chart.
  • VALUE – What are we doing to create value for our customers
  • Value Stream – How are we creating value for our customers
  • What is the value going to take (expectation setting, value in reliability)
  • Flow – Identifying and eliminating obstacles to workflow.
  • Value – Making sure that what is being done is what adds value – right now – for the customer.
  • Flow – Making sure that what is expected to happen, happens
  • CAI’s application support methodology is more than a three ring binder and a tool. It is a structured approach to maintaining software collected from best practice in more than 100 engagements over 15 years. It offers a time proven lifecycle for transitioning the client from the “as is” to the “to be” environment. The Tracer tool, which accompanies the methodology, reinforces the defined application support disciplines. In addition, seasoned CAI consultants assure an effective transition to the CAI process in addition to the successful execution of the CAI support process.
  • Managing the Evolution of Software Systems: The Old, the New and What's Consistently True by Joe Hessmiller

    1. 1. Managing the Evolution of Software Systems T he Old, the New and W hat’s Consistently Tr ue: Managing the Evolution of Softwar e Systems By Joe Hessmiller CA1 I Computer Aid, Inc. ®
    2. 2. Managing the Evolution of Software Systems Why Focus on Maintenance? Incident Handling End User Call Support Work Requests Admin. & Other Costs
    3. 3. Managing the Evolution of Software Systems Maintenance Is Where the Money Is • Maintenance and Support Makes Up 50-80% of Software Management Budgets • And, 100% of the Software Actually Used By the Organization Software Budget 65% Maintenance and Support Development Software Supporting Business 100%
    4. 4. Managing the Evolution of Software Systems The Old Software Development and Support Has Enormous Room for Improvement
    5. 5. Managing the Evolution of Software Systems 1969 NATO Report on Software Engineering • Documented problems in – Requirements, Design, Coding – Estimates, Monitoring Progress, Communication – Productivity (26:1), Reliability (Bugs) – Hardware Dependencies, Reuse – Maintenance Costs • Sound familiar??
    6. 6. Managing the Evolution of Software Systems A Generation After NATO Report • 34% of Projects Completed On-Time, On-Budget • 48% of Required Features Missing in “Successfully Completed” Projects • 43% Average Cost Overrun • 82% Average Schedule Overrun “So many software projects fail in some major way that we have had to redefine success to keep everyone from becoming despondent...” Source: Tom DeMarco in the book, Controlling Software Projects Source: Standish Group, Chaos Report, 2003
    7. 7. Managing the Evolution of Software Systems Individual Performance Variation • Performance Differences – 10 to 1 Difference in Productivity with Same Level of Experience • • • • • • • Sackman, Erikson and Grant, 1981 Curtis, 1981 Mills, 1983 Demarco and Lister, 1985 Curtis, et al, 1986 Card, 1987 Calett and McGarry, 1989
    8. 8. Managing the Evolution of Software Systems Team Performance Variation “Productivity of the 90th percentile teams is four times higher than that of the 15th percentile teams” Source: Barry Boehm. Software Engineering Economics. Englewood Cliffs, NJ: Prentice Hall
    9. 9. Managing the Evolution of Software Systems What’s Possible? • Software quality can improve at 15% to as much as 40% PER YEAR • Software development productivity can improve at rates of 5% to 20% PER YEAR • Software maintenance productivity can improve at rates of 10% to 40% PER YEAR - Capers Jones, Calculating the Value of PI, 2000
    10. 10. Managing the Evolution of Software Systems What’s Been Accomplished? • HP – 10X reduction in defect rate, average time to fix a defect was cut in half in one business unit, reduced time to market by 5X over 5 year period in another business unit • IBM Toronto – 10X reduction in delivered defect rates, productivity up by 240%, rework reduced by 80% • General Dynamics Decision Systems Division – rework percent dropped from 23.2% to 6.8%; customer reported defect rate dropped from 3.20 to 0.19 defects/KSLOC; productivity rose 2.9X
    11. 11. Managing the Evolution of Software Systems CAI Experience with Productivity Improvement
    12. 12. Managing the Evolution of Software Systems Productivity Increased in Wide Variety of Scope-Headcount-Cost Situations
    13. 13. Managing the Evolution of Software Systems The New Lessons from Modern Manufacturing for Application Development and MAINTENANCE
    14. 14. Managing the Evolution of Software Systems Why Manufacturing? • Importance of Thinking “Outside the Box” • Applicability of Modern Manufacturing Lessons to Software Development and Maintenance • Participate in the Continuous Evolution of “Production” Ideas
    15. 15. Managing the Evolution of Software Systems Manufacturing Productivity Outpaces Services Real Output per Full-Time Equivalent Worker, 1977-2001
    16. 16. Managing the Evolution of Software Systems First: Think Out of the Box The definition of insanity is doing the same thing over and over and expecting different results. - Benjamin Franklin
    17. 17. Managing the Evolution of Software Systems Thinking Outside of the Box The Fremont Story • 1982 - GM shutters Fremont assembly plant – Worst quality and productivity in GM network – Absenteeism of 20% • 1984 - GM-Toyota JV (NUMMI) – Hired 5000 former workers (including union leadership) – Implements TPS (later called “Lean”) • 1986 – Fremont Plant is: – one of the most efficient plants in North America – producing highest rated car in terms of quality in GM – Absenteeism of 3%
    18. 18. Managing the Evolution of Software Systems Evolution of Manufacturing •19th Century – Craft Production •20th Century – Mass Production •21st Century – Lean Production Mass Production Craft Production Low Cost Per Unit, Rigid Flexible, High Cost Per Unit Lean Production Flexible, Low Cost Per Unit
    19. 19. Managing the Evolution of Software Systems Software “Shortcut” to Lean •19th Century – Craft Production •20th Century – Mass Production •21st Century – Lean Production Craft Production Flexible, High Cost Per Unit Lessons Lean Production Flexible, Low Cost Per Unit Mass Production Rigid, Low Cost Per Unit
    20. 20. Managing the Evolution of Software Systems What IS Lean Thinking? The Five Lean Enterprise Principles – Value Focus on What Adds Value for the Customer – Value Stream Understand How Value Is Created – Flow Maximize Speed to Value – Pull Work on Just-In-Time Basis – Perfection Continuously Improve Performance Drive Out Waste
    21. 21. Managing the Evolution of Software Systems Lean Makes Powerful Impact in Administrative Areas “ We were doubly shocked when we realized they [144 Japanese firms benchmarked] were also four times more productive per person [than peers in North American companies] in the administrative area.” - George Koenigsaecker, CME, 2003
    22. 22. Managing the Evolution of Software Systems Why Lean Works In reality, companies had come to recognize that combinations of efficiency and flexibility allowed them to meet various and changing customer needs more effectively than simply maximizing one dimension.” - Michael Cusumano, Japan's Software Factories, 1991
    23. 23. Managing the Evolution of Software Systems What’s Consistently True Process, Metrics and People
    24. 24. Managing the Evolution of Software Systems High Performance Organization Characteristics “High performance IT organizations across all industries share common process characteristics: – Processes are clear; – The link between process and performance goals is well understood; and – The performance of processes is well measured and properly supported.” Page and Pearson, Transforming the IT Workforce, Outlook 2004, Number 2
    25. 25. Managing the Evolution of Software Systems Process Process, Metrics and People
    26. 26. Managing the Evolution of Software Systems Process Should Support Different Motivation and Management Systems • Douglas McGregor (1960) – Theory X • Average person dislikes work and will avoid it if possible • People must be forced to work toward organizational goals • People prefer to be directed and avoid responsibility – Theory Y • Effort in work is natural • People will apply self-control in pursuit of organizational objectives • People seek responsibility • William Ouchi (1981) – Theory Z • Implicit, Informal Control • Explicit, Formalized Measures
    27. 27. Managing the Evolution of Software Systems Why Is Standard Process Important? Enables … • Common Language to Communicate Activity, Status, Issues
    28. 28. Managing the Evolution of Software Systems Why Is Standard Process Important? Enables … • Common Language • Quality Plans and Improvement Strategies – Discrete Components for Performance Specification and Impact Assessment – Meaningful Process Metrics
    29. 29. Managing the Evolution of Software Systems Why Is Standard Process Important? Enables … • Common Language • Quality Plans and Improvement Strategies • Tool Usage Benefit Maximization – Deployment of Tool Across Organization – Feedback/Tuning Experience
    30. 30. Managing the Evolution of Software Systems Why Is Standard Process Important? Enables … • Common Language • Quality Plans and Improvement Strategies • Tool Usage Benefit Maximization • Successful Partnering – Common Expectations – Clear Interaction Process
    31. 31. Managing the Evolution of Software Systems High Performance Organization Characteristics “High performance IT organizations across all industries share common process characteristics: – Processes are clear; – The link between process and performance goals is well understood; and – The performance of processes is well measured and properly supported.” Page and Pearson, Transforming the IT Workforce, Outlook 2004, Number 2
    32. 32. Managing the Evolution of Software Systems What Are the Maintenance Processes? Incident Handling End User Call Support Work Requests Admin. & Other Costs
    33. 33. Managing the Evolution of Software Systems What Are the Maintenance Processes? ISO 1764, IEEE 1219
    34. 34. Managing the Evolution of Software Systems Key Process Areas Mapped Production Incident Process Flow Work Request (WR) Process Flow 1 52 4 1 WR Received Time Sheet Tracking Preliminary Estimate 53 a 15 Print Time Sheets Prioritize 54 55 Time Entry 20 Print Weekly Time Audit 36 Development 2 40 Implementation Documentation 48 Customer Sat. 4 3 5 WR Log-In Tracking 6 Acknowledge WR Receipt 7 8 9 Identify Resources Create WR Estimate Task Assign Est. Resources Define Requirements 16 17 18 User Group Meeting Update WR Priority Print WR Status Report 19 Distribute WR 32 Determine Solutions Develop Project Plan 22 Work Request Scope Change Update WR Scope Change 25 26 28 Create WR Tasks/Estimate 29 30 Notify Memo 14 Estimate Approval 39 Production Notification Application Bulletin Application Documentation 41 42 43 User W/R Received Approval Production W/R Request MoveReceived Move Source/Object 44 31 WR Design & Specification Specification QC DB Change Request Code/Unit Testing Program QC (System Test) Update WR QC/CMPL. Dates User Acceptance Test (Date) 34 35 Work Request Issue Form 45 a 46 Update WR Issue Tracking 47 2 5 On-Line Program Feedback Form 13 50 User Returns Cust. 7 Incident Issue Form 8 14 Sat. Feedback Form Update Incident Issue Tracking 23 15 9 Incident Log-In 25 10 Assign Resources 11 17 6 24 Job Monitor Production Incident Process Flow Legend Legend 27 28 Incident Issue Form 33 7 Enhancement Manual Process Function 30 Update Incident Issue Tracking 29 10 15 No Action Required 35 31 16 36 87 Time-Entry 7 37 6 Support Issue Form Escalation Process Prioritize Incident 16 Corrective Action 32 Program Chng. WR Steps (28-45) 17 Update Support Issue Tracking 11 12 13 Escalation Process 18 User Approval (Close) 19 38 P04 39 Close Incident Update WR Close. Date Tracking User Approval (Close) 18 Close Incident 20 21 Work Request Process Flow Legend Main Process Function Manual Process Function Automated Process Function 8 Incident Notification Fill Out Call Support Ticket Identify Resources Log-In Ticket Tracking Support Process Flow Legend Assign Resources Main Process Function Update Incident Tracking 14 Close WR (Checklist Rev.) Classify Support 9 Function Corrective Action Update Incident Tracking 6 (Work Request) 34 Assign Resources Incident Investigation Night Support Analyst Identify Outside Resources Consulting Automated Process Program Chng. WR Steps 28-45 Notify Resources Incident Log-In Tracking Main Process Function Escalation Process 12 Monitor Production Identify Resources 5 3 26 Identify Resources Tracking Log In Feedback After Hours 22 Capture Incident Data Notify Resources 4 Business Hours Batch Program 49 Print Customer Sat. 51 Call Support Capture Incident Data Classify Incident Program Turnover Resource 13 WR Estimate & P02 Final Estimate 24 Assign Develop Analysis 12 38 Estimate 27 11 Function -Point 37 Identify Resources 23 Update WR Final Report 33 10 21 21 Feedback Form 6 2 Non-ABEND Incident 1 ABEND/ Job Abort 3 Job Abort Support Process Flow 20 Incident Notification Manual Process Function Consulting/ Investigation Automated Process Function User Approval (Close) Update Ticket Tracking Close Call Support Ticket Figure X.X P03 19 Time Entry
    35. 35. Managing the Evolution of Software Systems Work Request Process Mapped Work Request (WR) Process Flow 52 4 1 WR Received 2 3 5 WR Log-In Tracking 6 Acknowledge WR Receipt 7 8 9 Time Sheet Tracking Preliminary Estimate Identify Resources Create WR Estimate Task Assign Est. Resources Define Requirements 53 a 15 16 17 18 19 Print Time Sheets Prioritize User Group Meeting Update WR Priority Print WR Status Report Distribute WR Report 32 Determine Solutions 33 10 Develop Project Plan Work Request Scope Change Update WR Scope Change 54 20 21 22 26 Analysis 28 Create WR Tasks/Estimate 29 13 WR Estimate & 30 12 Notify Memo P02 14 Estimate Approval 37 38 Final Estimate 39 Final Estimate 25 31 Specification QC DB Change Request Code/Unit Testing Program QC (System Test) Update WR QC/CMPL. Dates User Acceptance Test (Date) Production Notification Application Bulletin Application Documentation 48 Implementation 41 42 43 User W/R Received Approval Production W/R Request MoveReceived Move Source/Object 44 Assign Develop Resource WR Design & Specification 40 Documentation Identify Resources 23 Update WR 24 Print Weekly Time Audit 36 Development 27 11 Function -Point 55 Time Entry 34 35 Work Request Issue Form 45 a 46 Update WR Issue Tracking 47 Program Turnover Monitor Production Close WR (Checklist Rev.) Update WR Close. Date Work Request Process Flow Legend Main Process Function Manual Process Function Automated Process Function Customer Sat. Feedback Form 49 Print Customer Sat. Feedback Form 50 51 User Returns Cust. Sat. Feedback Form Log In Feedback
    36. 36. Managing the Evolution of Software Systems Process Step Map
    37. 37. Managing the Evolution of Software Systems Metrics Process, Metrics and People
    38. 38. Managing the Evolution of Software Systems What Maintenance Management Measures • Volume of Service – Measured by the number of units of services and the number of services delivered per unit of time. • Quality – Measured by defect rates, standards compliance, technical quality, services availability, and service satisfaction. • Responsiveness – Measured by time to acknowledge, time to implement, and services backlog. • Efficiency – Measured by cost per unit of service delivered
    39. 39. Managing the Evolution of Software Systems High Performance Organization Characteristics “High performance IT organizations across all industries share common process characteristics: – Processes are clear; – The link between process and performance goals is well understood; and – The performance of processes is well measured and properly supported.” Page and Pearson, Transforming the IT Workforce, Outlook 2004, Number 2
    40. 40. Managing the Evolution of Software Systems Quality Management Performance Over Time
    41. 41. Managing the Evolution of Software Systems Customer Satisfaction Management
    42. 42. Managing the Evolution of Software Systems Quality Management Rework Management
    43. 43. Managing the Evolution of Software Systems Quality Management Defect Management Identify Incident Causes Data Errors: 34 Hours Drill Down into Root Causes – Repeated Data Errors within the Order Processing System
    44. 44. Managing the Evolution of Software Systems Productivity Management Efficiency Management
    45. 45. Managing the Evolution of Software Systems Productivity Management Effectiveness Management
    46. 46. Managing the Evolution of Software Systems Productivity Objective: More Time Focused on Value Adding Activities Analysis ofof Previous MonthHours Analysis Total Year-to-Date Hours Analysis of Total Year-to-Date Hours Analysis of Previous Month Hours Admin, 47 Admin, 57 Work Requests, 381 Work Requests, 173 Call Support, 102 Call Support, 113 Incidents, 104 Admin Call Support Incidents Incidents, 229 Work Requests Admin Call Support Incidents Work Requests
    47. 47. Managing the Evolution of Software Systems People Process, Metrics and People
    48. 48. Managing the Evolution of Software Systems Motivation is KEY to Productivity Improvement • Most productivity studies have found that motivation has a stronger influence on productivity than any other factor. - Barry Boehm, 1981
    49. 49. Managing the Evolution of Software Systems Achievement and Recognition Recognition of Achievement is VERY Important to Developers Accurate, Objective Metrics Meet People’s Needs.
    50. 50. Managing the Evolution of Software Systems Motivating Developers • • • • • The Work Itself Achievement Advancement Compensation Recognition - Cougar, Zawacki, Opperman, MIS Quarterly
    51. 51. Managing the Evolution of Software Systems What Motivates Developers?
    52. 52. Managing the Evolution of Software Systems Getting People to Use the System • Threaten Them • Incent Them – Make Job Easier Through Automation – Ensure Recognition Through Metrics How to Herd Cats
    53. 53. Managing the Evolution of Software Systems High Performance Organization Characteristics “High performance IT organizations across all industries share common process characteristics: – Processes are clear; – The link between process and performance goals is well understood; and – The performance of processes is well measured and properly supported.” Page and Pearson, Transforming the IT Workforce, Outlook 2004, Number 2
    54. 54. Managing the Evolution of Software Systems Assignment Management
    55. 55. Managing the Evolution of Software Systems Task Management
    56. 56. Managing the Evolution of Software Systems Estimation Management
    57. 57. Managing the Evolution of Software Systems Issue Management
    58. 58. Managing the Evolution of Software Systems Time Management
    59. 59. Managing the Evolution of Software Systems Change (Scope) Management
    60. 60. Managing the Evolution of Software Systems Quality Management – Step Level
    61. 61. Managing the Evolution of Software Systems How to Implement Setting Achievable Goals, Objectively Measuring Performance
    62. 62. Managing the Evolution of Software Systems Improved Capability Level How They Did It: Three-Phase Implementation Model OPTIMIZATION Streamline & Craft Work Processes CONTROL VISIBILITY Classify and Capture Work, Metrics, Resources and Time Implement Workflow Processes
    63. 63. Managing the Evolution of Software Systems Visibility • To “Shine a Light” on What is Being Done By Whom and How • To Capture Performance Metrics; Baseline, Operational and Systemic
    64. 64. Managing the Evolution of Software Systems Control • To Produce Meaningful Process and Product Management Metrics • To Ensure That Performance Meets Customer Expectations (and React Quickly and Effectively To Variation ) • To Provide a Stable Platform for Process Improvement Experiments and Improvement Deployment
    65. 65. Managing the Evolution of Software Systems Optimization • To Identify Efficiency Improvement Opportunities • To Identify Effectiveness Improvement Opportunities
    66. 66. Managing the Evolution of Software Systems What We Need: Maintenance and the Three Principles IN CS WR Visibility What is causing error? What problems are being experienced? What are people working on? Control Are errors being closed within SLAs? Are problems being resolved within SLAs? Are WR being completed within SLAs/Estimates ? Optimization What errors are recurring? Are the corrective actions working? What calls are recurring? Are corrective actions working? What’s causing us to miss estimates? Are corrective actions working?
    67. 67. Managing the Evolution of Software Systems Next Steps A Best Practice Assessment is Your First Step Toward Realizing the Benefits of Best Practices Organization… – Visibility – Control – Optimization
    68. 68. Managing the Evolution of Software Systems Best Practice Assessment Process The Best Practice Assessment Helps You Answer … Where Are We? 1. Identify Current State Is Current State = Best Practice? 2. Analyze Gap Where Do We Want To Be? 3. Develop Future State Vision How Should We Get There? 4. Prepare Recommendation
    69. 69. Managing the Evolution of Software Systems CAI Profile World Leader in IT Process and Productivity
    70. 70. Managing the Evolution of Software Systems CAI Company Profile • Founded 1980 • 2000+ Employees • Offices in US, Europe, Canada, and Philippines • 70% of Revenue from Managed Services Partnerships • Fortune-1000 Customer Base • World-Class Solution Centers • Long-term Strategic Partnership Focused
    71. 71. Managing the Evolution of Software Systems
    72. 72. Managing the Evolution of Software Systems CAI Product Of ferings • Application Support & Maintenance – Managed Maintenance • Application Development – Construction Management • Desktop Services & Help Desk – Help Desk, Workstation Support, IMAC • Staff Augmentation - T&M Consulting
    73. 73. Managing the Evolution of Software Systems The CAI Value Proposition CAI enables its clients to: • Track and measure the right activities in the IT function • Compare IT performance vs. benchmark data • Optimize IT performance, using data to make decisions • Achieve double-digit % gains in IT productivity • Establish objective measures of IT worker performance This is made possible through the use of: • A unique metrics-based methodology – “Managed Maintenance” • The proprietary TRACER® software tool and data repository
    74. 74. Managing the Evolution of Software Systems Closing Thoughts Embrace Change
    75. 75. Managing the Evolution of Software Systems Thoughts on Change It is not necessary to change. Survival is not mandatory. W. Edwards Deming Beware becoming change-averse change agents. Barry Boehm, SEI Symposium 2000 In theory, there is no difference between theory and practice. In practice there is. Lawrence Peter Berra
    76. 76. Managing the Evolution of Software Systems Excellent IT Reference Site www.itmpi.org
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