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"So – are we getting better?”

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"So – are we getting better?”
By Shirly Paster-Benor @ Agile Israel 2012

Published in: Technology
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"So – are we getting better?”

  1. 1. So – are we gettingany better?Amdocs case studyShirly Paster-BenorAgile Israel 2012
  2. 2. Contents ● Background ● The need for measurements and the conflict ● Key Performance Indicators (KPIs) guidelines ● Amdocs KPIs and views ● Questions? Information Security Level 2 – Sensitive2 © 2012 – Proprietary and Confidential Information of Amdocs
  3. 3. “…we provide state-of-the-artcustomer experience systemproducts and services, allowingService Providers to achieve theirbusiness goals and gain acompetitive edge”
  4. 4. annual revenues in excess of$3 billionglobal employees20,000customers in over50 countriesSome of our customers
  5. 5. PBG Division – Product Business Group ~4000 employees 8 lines of business 35 product More then 100 components 6 locations 1 portfolio Information Security Level 2 – Sensitive5 © 2012 – Proprietary and Confidential Information of Amdocs
  6. 6. From Team Agility to Enterprise Agility © 2010 – Proprietary of Amdocs
  7. 7. Wait! Information Security Level 2 – Sensitive7 © 2012 – Proprietary and Confidential Information of Amdocs
  8. 8. Are we getting any better? Information Security Level 2 – Sensitive8 © 2012 – Proprietary and Confidential Information of Amdocs
  9. 9. Are my projects progressing as planned? Are we ready to deliver the release on time? What is our cost? Can we reduce it? Can we deliver more?How efficient are we? Can I commit to my customers?Do we have enough work for next iteration? Information Security Level 2 – Sensitive9 © 2012 – Proprietary and Confidential Information of Amdocs
  10. 10. Measurements? OK .….but we are working Agile… Information Security Level 2 – Sensitive10 © 2012 – Proprietary and Confidential Information of Amdocs
  11. 11. The conflict ● Self managed teams ● Subjective estimation units ● Dynamic backlog ● Fixed sprints ● Commitment based on past results ● Scope change is embraced Information Security Level 2 – Sensitive11 © 2012 – Proprietary and Confidential Information of Amdocs
  12. 12. We need KPIs that will improve business performance through Agile behavior driving Information Security Level 2 – Sensitive12 © 2012 – Proprietary and Confidential Information of Amdocs
  13. 13. 4 guidelines Information Security Level 2 – Sensitive13 © 2012 – Proprietary and Confidential Information of Amdocs
  14. 14. Aligned with organization goals Information Security Level 2 – Sensitive14 © 2012 – Proprietary and Confidential Information of Amdocs
  15. 15. Drives Agile & Lean behavior Information Security Level 2 – Sensitive15 © 2012 – Proprietary and Confidential Information of Amdocs
  16. 16. Same KPIs for top management and for teams Information Security Level 2 – Sensitive16 © 2012 – Proprietary and Confidential Information of Amdocs
  17. 17. Transparent - reflects reality Information Security Level 2 – Sensitive17 © 2012 – Proprietary and Confidential Information of Amdocs
  18. 18. Implementation process Design KPIs with stakeholders Expose to Training & Buy In Management Stable Measure Continuous Start Measure (+believe) Improvement Information Security Level 2 – Sensitive18 © 2012 – Proprietary and Confidential Information of Amdocs
  19. 19. Our selection KPIs supporting biz target ● Productivity ● Readiness ● Predictability ● Cycle time Performance improvement views/reports ● EVM ● Impediments RCA Information Security Level 2 – Sensitive19 © 2012 – Proprietary and Confidential Information of Amdocs
  20. 20. Productivity Release 8.1 Release 8.2 Information Security Level 2 – Sensitive20 © 2012 – Proprietary and Confidential Information of Amdocs
  21. 21. 21 100 200 300 400 500 600 700 800 900 0 2011.06.13 2011.06.17 2011.06.21 2011.06.25 2011.06.29 2011.07.03 2011.07.07 Readiness 2011.07.11 2011.07.15 2011.07.19 2011.07.23 2011.07.27 2011.07.31 2011.08.04 2011.08.08 2011.08.12 2011.08.16 2011.08.20 2011.08.24 Release end 2011.08.28 2011.09.01 2011.09.05 2011.09.09 2011.09.13 2011.09.17 2011.09.21 2011.09.25 2011.09.29 2011.10.03Information Security Level 2 – Sensitive 2011.10.07 2011.10.11 2011.10.15 2011.10.19© 2012 – Proprietary and Confidential Information of Amdocs 2011.10.23 Sprint end % ready stories
  22. 22. Predictability Information Security Level 2 – Sensitive22 © 2012 – Proprietary and Confidential Information of Amdocs
  23. 23. EVM – a tool for project management Scope changes Reference % done scope % consumed budget Information Security Level 2 – Sensitive23 © 2012 – Proprietary and Confidential Information of Amdocs
  24. 24. Impediments RCA 10 Stories impeded 52 days wasteNumber of impediments Cumulative impediments duration Information Security Level 2 – Sensitive 24 © 2012 – Proprietary and Confidential Information of Amdocs
  25. 25. KPIs tips ● Used by management as well as by teams for continuous improvement ● Provides fuel for meaningful conversation. ● Crystalize 2-3 business goals and derive KPIs from them ● Choose a small set of metrics and diagnostics. ● Follow trends, not numbers. ● Make sure it is easy to collect. ● Provides feedback on a frequent and regular basis. ● Do not compare teams results, measure each unit’s improvement Information Security Level 2 – Sensitive25 © 2012 – Proprietary and Confidential Information of Amdocs
  26. 26. Thank You! Information Security Level 2 – Sensitive26 © 2012 – Proprietary and Confidential Information of Amdocs
  27. 27. Average cycle time Information Security Level 2 – Sensitive27 © 2012 – Proprietary and Confidential Information of Amdocs

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