The Mission Improve Quality of life by improving capability maturity

Beliefs Always try to improve things Call a spade a spade, but kindly Learn from everyone and use standards Teaching is the best way to learn Workers deserve their wages Nobody is right all the time, every one is right some of the time Respect all individuals and work in value focused teams which involve partners for non core activities Knowledge is Public Property, Expertise is personal property

Always try to improve things

Call a spade a spade, but kindly

Learn from everyone and use standards

Teaching is the best way to learn

Workers deserve their wages

Nobody is right all the time, every one is right some of the time

Respect all individuals and work in value focused teams which involve partners for non core activities

Knowledge is Public Property, Expertise is personal property

Things we do to get there Action Research for organisational change & development and quality management Teach value of adopting international best practices, frameworks and standards as systematic OCD&QM tools Build frameworks & tools for managing interventions in People, Process, Tools and Partnership dimensions and provide practical methods that deliver visible value Assess, design, deploy, manage and improve alignment of business strategy managers with OPS & IT managers

Action Research for organisational change & development and quality management

Teach value of adopting international best practices, frameworks and standards as systematic OCD&QM tools

Build frameworks & tools for managing interventions in People, Process, Tools and Partnership dimensions and provide practical methods that deliver visible value

Assess, design, deploy, manage and improve alignment of business strategy managers with OPS & IT managers

Action Research OCD&QM Methodology

What is Action Research Action research can be described as a family of research methodologies which pursue action (or change) and research (or understanding) at the same time. In most of its forms it does this by using a cyclic or spiral process which alternates between action and critical reflection and in the later cycles, continuously refining methods, data and interpretation in the light of the understanding developed in the earlier cycles. Dick, Bob (1999) What is action research ? Available on line at http://www.scu.edu.au/schools/gcm/ar/whatisar.html PDCA

Action research can be described as a family of research methodologies which pursue action (or change) and research (or understanding) at the same time.

In most of its forms it does this by using a cyclic or spiral process which alternates between action and critical reflection and in the later cycles, continuously refining methods, data and interpretation in the light of the understanding developed in the earlier cycles.

What is Action Research It is thus an emergent process which takes shape as understanding increases; it is an iterative process which converges towards a better understanding of what happens. In most of its forms it is also participative (among other reasons, change is usually easier to achieve when those affected by the change are involved) and qualitative. Dick, Bob (1999) What is action research ? Available on line at http://www.scu.edu.au/schools/gcm/ar/whatisar.html PDCA

It is thus an emergent process which takes shape as understanding increases; it is an iterative process which converges towards a better understanding of what happens.

In most of its forms it is also participative (among other reasons, change is usually easier to achieve when those affected by the change are involved) and qualitative.

OCD Framework Qualitative Observations Quantitative Observations Understand & Refine Critical Reflection Do Evo Step Collect Data Track Status Plan Evo Steps People Processes Tools Design Interventions Drawing upon International Models and Best Practices Partnerships Past Present Future The Now System Under Improvement Customer Requirement Business Strategy Operations IT Service Mgmt Service Providers PDCA

The FlexMode Excellence Model ITIL Best Practices COBIT TOD & TOE ISO 20000 PDCA Based Capability Improvement Engine ISO 27001 ISMS Balance Score Card EFQM TQM MODEL CIO Enterprise Management Tools & Partnerships

Living OCD&QM Establish a sense of urgency Create the guiding coalition Develop a Vision and Strategy Communicate the Change Vision Empower employees for broad-based action Generate short-term wins Consolidate gains and produce more change Anchor new approaches in the culture Source: Kotter

Establish a sense of urgency

Create the guiding coalition

Develop a Vision and Strategy

Communicate the Change Vision

Empower employees for broad-based action

Generate short-term wins

Consolidate gains and produce more change

Anchor new approaches in the culture

Service Offerings Full Lifecycle projects for CIO Organisation change & Development and Quality Management using international standards / best practices ISO 9000, ISO 20000, ITIL, ISO 27000, COBIT, EFQM TQM Model, SOX & ISMS Compliance Management Projects BMC Business Service Management Vision Implementation Project Management Culture Change for establishing PDCA focus Second Party Assessment Services Training and Mentoring Services

Full Lifecycle projects for CIO Organisation change & Development and Quality Management using international standards / best practices

ISO 9000, ISO 20000, ITIL, ISO 27000, COBIT, EFQM TQM Model, SOX & ISMS Compliance Management Projects

BMC Business Service Management Vision Implementation Project Management

Culture Change for establishing PDCA focus

Second Party Assessment Services

Training and Mentoring Services

Projects – ING Vysya Bank Ltd, Bangalore Played the role of action researcher and planted the seeds for transforming the CIOE to take its rightful role in enabling ING international to meet their business objectives for India. October 2005 to June 2007 Joint Chairman of the IT Change Management Committee and Senior Advisory to the ISO 20K Project for establishing a Process oriented organization. Developed and Deployed the FlexMode framework for aligning IT with business in a secure and managed outsourced environment. Provided a Service Oriented Architecture for the CIOE Management Framework and Project Managed BMC Remedy ITSM Suite implementation using lean rapid deployment methods.

Played the role of action researcher and planted the seeds for transforming the CIOE to take its rightful role in enabling ING international to meet their business objectives for India. October 2005 to June 2007

Joint Chairman of the IT Change Management Committee and Senior Advisory to the ISO 20K Project for establishing a Process oriented organization.

Developed and Deployed the FlexMode framework for aligning IT with business in a secure and managed outsourced environment.

Provided a Service Oriented Architecture for the CIOE Management Framework and Project Managed BMC Remedy ITSM Suite implementation using lean rapid deployment methods.

Tata Motors Ltd, Pune Consultant to the CIO for Establishing an ITSM Culture using the BMC BSM as an ERP Class framework for Process deployment and organizational change management. Re-Casting existing IT support groups into a Service Oriented Architecture by establishing Service Channels and Associated Application Service Assembly Lines. Educating, training and Mentoring services to Senior Executives, Middle Level Management and Engineers across all technical support groups. Creating an End-To-End transparancy of IT landscape which delivery a business Services. Work with Project Managers to Re-engineer existing processes to implement ITIL Best Practices and establish Compliance to ISO 20000 and ISO 27000 International Standard Requirements. Establish Metrics and dashboards for monitoring Service Quality Establish a continual improvement infrastructure.

Consultant to the CIO for Establishing an ITSM Culture using the BMC BSM as an ERP Class framework for Process deployment and organizational change management.

Re-Casting existing IT support groups into a Service Oriented Architecture by establishing Service Channels and Associated Application Service Assembly Lines.

Educating, training and Mentoring services to Senior Executives, Middle Level Management and Engineers across all technical support groups.

Creating an End-To-End transparancy of IT landscape which delivery a business Services.

Work with Project Managers to Re-engineer existing processes to implement ITIL Best Practices and establish Compliance to ISO 20000 and ISO 27000 International Standard Requirements.

Establish Metrics and dashboards for monitoring Service Quality

Establish a continual improvement infrastructure.

Tata Motors Ltd, Pune Program Managed the ITSM – BMC Remedy V 7.0 Implementation Project. Designed and communicated an integrated architecture for establishing Managing Partner / Working Partner configurations between the TML CIOE, and Tata Technologies Limited (Application Support) and IBM (Infrastructure Support) employees. Developed and established a Prototype based Rapid Deployment methodology and program managed Remedy ITSM and Associated tool Implementation Project. Established Remedy Application Support Group to sustain and improve Remedy Based Services after the Project. Marketed the need for establishing an Single Point Of Contact and amalgamated disparate (40) individual help desks to form a Single Service Desk complaint to ITIL. Worked with the management to establish measurable Service Targets and managed configuration of Supplier Contracts and Service Quality Dashboards.

Program Managed the ITSM – BMC Remedy V 7.0 Implementation Project.

Designed and communicated an integrated architecture for establishing Managing Partner / Working Partner configurations between the TML CIOE, and Tata Technologies Limited (Application Support) and IBM (Infrastructure Support) employees.

Developed and established a Prototype based Rapid Deployment methodology and program managed Remedy ITSM and Associated tool Implementation Project.

Established Remedy Application Support Group to sustain and improve Remedy Based Services after the Project.

Marketed the need for establishing an Single Point Of Contact and amalgamated disparate (40) individual help desks to form a Single Service Desk complaint to ITIL.

Worked with the management to establish measurable Service Targets and managed configuration of Supplier Contracts and Service Quality Dashboards.