DOES15 - Courtney Kissler & Jason Josephy - Mindsets and Metrics and Mainframes... Oh My!
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Courtney Kissler, Vice President of E-Commerce and Store Technologies, Nordstrom Jason Josephy, Development Manager, Nordstrom Last year, I shared our story about transforming to a culture of continuous improvement. Since then, we have made progress in some areas and have had setbacks in others. We’ve learned a lot and this year and we have made adjustments. I will give an update on our directive to reduce cycle time by 20%. In addition, Jason Josephy, a Group Manager from our eCommerce team, who recently moved to our non-tender Loyalty team, will share his perspective on his DevOps journey at Nordstrom. Finally, as with most enterprises, we have legacy applications, legacy technology, and legacy mindsets. In this talk, I will share how we are approaching this problem by investing in our people, setting targets, using metrics to make data-driven decisions and share an example of how we took one of our legacy mainframe applications and leveraged lean techniques to problem solve and conduct an experiment that significantly reduced cycle time, improved data accuracy and most importantly – improved our customer satisfaction and team morale.
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DOES15 - Courtney Kissler & Jason Josephy - Mindsets and Metrics and Mainframes... Oh My!
- 1. NORDSTROM TECHNOLOGY Mindsets and Metrics and Mainframes….Oh My! COURTNEY KISSLER & JASON JOSEPHY
- 2. CUSTOMER CENTRIC STRATEGY .com .com BRICK & MORTAR ONLINE FULL PRICE OFF PRICE Technology as The Key Enabler • Strategic Flexibility • Digital Experience • In-Store Convenience • Speed • Reliability
- 3. TODAY’S DISCUSSION NEED FOR SPEED CASE STUDY: COSMETICS BUSINESS OFFICE 2 MODERNIZING1 3
- 4. MODERNIZATION JOURNEY 1 CRAWL WALK RUN Defined path forward Begin unlocking productivity and speed to market Optimized, scalable site that can innovate at the speed of business Not All Teams Transform At The Same Pace….. • Invest in engineering thought leadership • Focus on shipping product • Microservices & Cloud strategy definition • Invest in Lean mindset and practices • DevOps adoption • Microservices & Cloud implementation • On-demand releases • Establish baseline metrics • Spread talent across organization • Manage to metrics • Optimize and extend
- 5. JASON’S JOURNEY • New to Nordstrom • Background in Agile Software Delivery • Skeptic of Lean 1
- 7. MOST IMPORTANTLY…STOP PROVIDING SOLUTIONS 1 1. What was your last step and what happened? 2. What did you learn? 3. So, what is your condition now? 4. What is your next target condition? 5. What obstacle are you working on now? 6. What is your next step? 7. What is your expected outcome? 8. When can we check?
- 8. TODAY’S DISCUSSION NEED FOR SPEED CASE STUDY: COSMETICS BUSINESS OFFICE 2 MODERNIZING1 3
- 9. NEED FOR SPEED… 2 LEADING BY EXAMPLE Improved productivity through reduction in cycle time across backlogs ALIGNED TO GOAL Reduce cycle time by 20% 2014 FOCUS In order to achieve our 5 year strategy, we needed to focus on Productivity
- 10. HOW DO WE KNOW IF WE ARE REACHING THE TARGET? 2 Current Condition • Cycle time is not measured across teams in a consistent manner • Cycle Time is not visible Target Condition • Teams can measure cycle time • Provide visibility • Teams can validate if experiments are reducing cycle time
- 11. HOW WE’LL GET THERE / COUNTERMEASURES 2 • Cycle Time Visibility • Value Stream Mapping • Continuous Delivery • Microservices • Cascading Hoshin
- 12. YOU CAN’T FIX WHAT YOU CAN’T MEASURE 2 CYCLE TIMEMAKE VISIBLE
- 13. SPEED & OUTPUT TRENDING 1 Feb Mar Apr May Jun Jul Aug Output Delivered Output Target Cycle Time Actual Cycle Time Target
- 14. TODAY’S DISCUSSION NEED FOR SPEED CASE STUDY: COSMETICS BUSINESS OFFICE 2 MODERNIZING1 3
- 15. CASE STUDY: COSMETICS BUSINESS OFFICE 3 LEADERSHIP ASSUMPTION POST VALUE STREAM • Application was the problem • Unreliable • Unsupportable • Get it off the mainframe • Ineffective process was the overarching issue – not technology • Improved %C/A (complete & accurate) by streamlining the flow of data between teams
- 16. THE SOLUTION • Created iPad App to input and track data • Simplified process workflow • Completed by department managers on sales floor 3
- 17. OUTCOMES OF FIRST EXPERIMENT 3
- 18. 48 3 18 8 0 10 20 30 40 50 60 Pre-Experiment Jun-15 Jul-15 Aug-15 Discrepancies by Month DATA ACCURACY IMPROVEMENTS 3 iPadAppIntroduced
- 20. TOP FIVE TAKEAWAYS PEOPLE ARE #1 ASSET CUSTOMER IS CENTER OF UNIVERSE CREATE A LEARNING CULTURE BE PERSISTENT AND DISCIPLINED LEADERS HAVE TO EVOLVE Consistent with last year…
- 21. WHAT WE NEED HELP WITH •HELPING EXECUTIVE LEADERSHIP UNDERSTAND DEVOPS •MORE CASE STUDIES – ESPECIALLY AT SCALE •TALENT – WE ARE HIRING!!!
- 22. HAVE ADDITIONAL QUESTIONS? FIND JASON JOSEPHY… @JJOSEPHY FIND COURTNEY KISSLER… @LADYHOCK
Editor's Notes
- WHEN Cycle times are consistently measured and made visible THEN Teams can be given a goal and be accountable for defining their own tactics for achieving that goal As the teams conduct experiments toward that goal, progress will be visible and measureable
- Previously convoluted excel spreadsheet didn’t automatically feed – now on the floor, flows directly to Oracle and more user friendly- and much faster to input
- Discrepancies resolved real-time now vs. days of 7
- Behavior change – team empowered to continue to find opportunities for improvement Leadership fully engaged - team felt supported and were able to be successful Greater trust across teams – low trust initially across teams Team Morale – process focused on making it easier for employees to get work done Personal development – demonstrated growth from individual contributors
- PEOPLE - #1 asset Everything we build should be about the customer – ask ourselves “would the customer value that?” Passionate belief in continuous improvement as a critical component of how we get work done in the future – need to create a learning culture Be persistent….”keep going” Leaders HAVE to evolve
- Honor Reality Become a student - Go & See (not Go & Tell) Become a teacher – Learning Culture Problem Solving Improvement Kata Lead by Example (actions matching words) Ask Why and Articulate Why
- Honor Reality Become a student - Go & See (not Go & Tell) Become a teacher – Learning Culture Problem Solving Improvement Kata Lead by Example (actions matching words) Ask Why and Articulate Why