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Management practices for the digital era by Cecil Dijoux

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This talk by Cecil Dijoux, author of #Hyperlean, is about answering the questions managers ask themselves every day to thrive in the digital era. How to daily manage the activity so that customer experience remains at the very heart of the team concern? How to foster the right context to encourage experimentation and the development of the team agility? How to adopt the right posture to engage every one, every day in the thinking, building, checking, learning loop so that each team member can see her or his contribution to the company operational improvement and financial growth as she learns new things about her own work?
Find out more about Lean in the digital world on www.lean-digital-summit.com

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Management practices for the digital era by Cecil Dijoux

  1. 1. Management Practices for the Digital Age
  2. 2. 1. Hi, I’m Cecil
  3. 3. Cecil Dijoux Lean & Agile Coach Blogger, Speaker, Author 30+ years international expérience in IT cdijoux@gmail.com thehypertextual.com @cecildjx linkedin.com/in/cdijoux
  4. 4. 2. What the advent of digital really means
  5. 5. In the information age, rythme of changes no longer is linear. It is exponential Ray Kurzweil
  6. 6. Massive adoption of innovations Vs. Company life expectancy (Dion Hinchcliffe)
  7. 7. Amazon delivers new software to production every 12 seconds.
  8. 8. Google Compute Engine delivers a production plateform in 3 mns.
  9. 9. On average, Facebook had 690M users per day in June 2013.
  10. 10. Weekly software development cycles.
  11. 11. 99,99% availability since the service launch (2005). Without owning any IT infrastructure.
  12. 12. 3. Pillars of Digital Strategy
  13. 13. 3 Pillars of Digital Strategy Customers and employees hyper-informed (and non captive) CONTEXTSTRATEGICPILLAR
  14. 14. 3 Pillars of Digital Strategy Customers and employees hyper-informed (and non captive) CONTEXTSTRATEGICPILLAR Disruptive Innovations (technology, business model, usage, new agile competitors)
  15. 15. 3 Pillars of Digital Strategy Customers and employees hyper-informed (and non captive) CONTEXTSTRATEGICPILLAR Disruptive Innovations (technology, business model, usage, new agile competitors) Customer Experience
  16. 16. 3 Pillars of Digital Strategy Customers and employees hyper-informed (and non captive) CONTEXTSTRATEGICPILLAR Disruptive Innovations (technology, business model, usage, new agile competitors) Customer Experience Organisation Agility
  17. 17. 3 Pillars of Digital Strategy Customers and employees hyper-informed (and non captive) CONTEXTSTRATEGICPILLAR Disruptive Innovations (technology, business model, usage, new agile competitors) Customer Experience Organisation Agility Team Engagement
  18. 18. 4. Management Practices for the Digital Age
  19. 19. C U S T O M E R S
  20. 20. 1. Understand what the customer want (what she really, really wants) 1. Ask her 2. Dig into the gold mine of support tickets : • What are the problems ? • Causes of quality issues ? • What is there to learn ?
  21. 21. 2. Align Teams Use KPIs that make sense for the customer (Quality / Time management / Costs / Customer Satisfaction)
  22. 22. 3. Learn to see the waste What in our work deliver value to the customer ? What prevents us from doing so ? What are the impediments I can remove for my team ?
  23. 23. E-Commerce International Community Management Team Laetitia Context
  24. 24. 9 6 Réalisé Objectif E-Commerce International Community Management Team Problem Laetitia Context
  25. 25. 9 6 Réalisé Objectif E-Commerce International Community Management Team Laetitia Context Problem 1. Valentina 1. Made translation first (2 hours) 2. Wants data in input brief in same order as site 3. Miss some translations of implicit cultural references 4. Fast and happy 5. 50 mns : 6 blocks out of 8 - CMS - URL - Brief
  26. 26. 9 6 Réalisé Objectif E-Commerce International Community Management Team Laetitia Context Problem 1. Valentina 1. Made translation first (2 hours) 2. Wants data in input brief in same order as site 3. Miss some translations of implicit cultural references 4. Fast and happy 5. 50 mns : 6 blocks out of 8 - CMS - URL 2. Annette 1. Didn’t make translations - Knows there are some implicit cultural references but not where 2. Goes back and forth cause not sure of translations 3. Keeps on sighing 4. 50 mns : 1 block completed. A second one started - Brief - Words - CMS - URL - Brief
  27. 27. 9 6 Réalisé Objectif E-Commerce International Community Management Team Laetitia Context Problem 1. Valentina 1. Made translation first (2 hours) 2. Wants data in input brief in same order as site 3. Miss some translations of implicit cultural references 4. Fast and happy 5. 50 mns : 6 blocks out of 8 - CMS - URL 2. Annette 1. Didn’t make translations - Knows there are some implicit cultural references but not where 2. Goes back and forth cause not sure of translations 3. Keeps on sighing 4. 50 mns : 1 block completed. A second one started - Brief - Words - CMS - URL - Brief 1. Writers come explain implicit cultural references (5 out of 35) 2. Project Leader makes brief in the right order 3. Make translation first to save time 4. Validate translation with scandinavian CMgr
  28. 28. 9 6 Réalisé Objectif E-Commerce International Community Management Team Laetitia Context Problem 1. Valentina 1. Made translation first (2 hours) 2. Wants data in input brief in same order as site 3. Miss some translations of implicit cultural references 4. Fast and happy 5. 50 mns : 6 blocks out of 8 - CMS - URL 2. Annette 1. Didn’t make translations - Knows there are some implicit cultural references but not where 2. Goes back and forth cause not sure of translations 3. Keeps on sighing 4. 50 mns : 1 block completed. A second one started - Brief - Words - CMS - URL - Brief 1. Writers come explain implicit cultural references (5 out of 35) 2. Project Leader makes brief in the right order 3. Make translation first to save time 4. Validate translation with scandinavian CMgr 9 6 Animation n Animation n+1 Productivity +30%
  29. 29. Problem : 9 days workload to deploy a mini-site Résults Learnings Laetitia Coachs : Cecil Date création : 24/09 Date m. à jour : 30/11 Improve mini-site deployment Animation delivered in 6 days •And Annette is happy Actions # Action Qui Quand Résultat 1 Order information in the brief SR 24/09 OK 2 Presentation by writers team to focus on cultural references (15 mns) SR 30/09 OK 3 Scandinavian Translation session (15 mns) DK 8/10 OK 4 Standard Process validation by the team Lae 8/10 OK • Validate inputs to avoid wasting time • Clear understanding of where cultural references are • Valide scandinavian translations as team • Finalise translations before starting inputs in CMS 9 6 Réalisé Objectif 9 6 Animation n Animation n+1 Productivity +30%# Cause Validée ? (O/N) 1 Informations Brief not in the right order O 2 Implicit Cultural references O 3 Can’t translate implicit cultural references O 4 No standard process for the team O Causes Traduction Editoriaux Définition URLs (SEO) Mise en page ValidationLaunch ! X Caractéristiques du mini-site Contenu éditorial Standard
  30. 30. Daily management practices for the digital era 1. Understand what the customer wants 2. Align team on user oriented KPIs 3. Learn to see the waste Customer Experience
  31. 31. A G I L I T Agility : empower everyone to experiment everyday (to improve the process and/or the product)
  32. 32. 4. Daily standup Performance + production : create the condition of daily success Did we succeed yesterday ? How about today ? Are we gonna make it ?
  33. 33. 5. Develop resilience : Manage operational excellence How many quality issues ? Delay issues ? What are the causes ? How do our system react in case of problems ?
  34. 34. 6. Develop daily learning : Problem Solving Who want to own the problem ? What are the causes ? Hat counter-measures can we test quickly ? What is there to learn for our process ?
  35. 35. E-Commerce Integration of Storyboards Romy (UX) Context Jeremy (IT) Mock-up Fully functionning Web site Sophie (PL)
  36. 36. E-Commerce Integration of Storyboards Romy (UX) Context Jeremy (IT) Mock-up Fully functionning Web site Sophie (PL) Issue Many days late !!! Many bugs !!!
  37. 37. E-Commerce Integration of Storyboards Romy (UX) Context Jeremy (IT) Mock-up Fully functionning Web site Sophie (PL) 1. Problem 10 days late 33 defects Issue Many days late !!! Many bugs !!!
  38. 38. E-Commerce Integration of Storyboards Romy (UX) Context Jeremy (IT) Mock-up Fully functionning Web site Sophie (PL) Issue Many days late !!! Many bugs !!! • 15 due to layout / font / font size / • 8 due to animated components 2. Analyse nature of defects 1. Problem 10 days late 33 defects
  39. 39. E-Commerce Integration of Storyboards Romy (UX) Context Jeremy (IT) Mock-up Fully functionning Web site Sophie (PL) Issue Many days late !!! Many bugs !!! • 15 due to layout / font / font size / • 8 due to animated components 2. Analyse cause of defects 1. Problem 10 days late 33 defects • How fast is « smooth » box opening ? (600 ms) • Build a checklist for Jeremy to know how to do it right first time • 14 defects – 4 days delay • 9 layout– image • 3 animation : hover, slider 4. Check (following mini-site)3. Counter measures
  40. 40. E-Commerce Integration of Storyboards Romy (UX) Context Jeremy (IT) Mock-up Fully functionning Web site Sophie (PL) Issue Many days late !!! Many bugs !!! • 15 due to layout / font / font size / • 8 due to animated components 2. Analyse cause of defects 1. Problem 10 days late 33 defects • How fast is « smooth » box opening ? (600 ms) • Build a checklist for Jeremy to know how to do it right first time 3. Counter measures • 14 defects – 4 days delay • 9 layout– image • 3 animation : hover, slider 4. Check (following mini-site) • Improve checklist • Improve consistency of UI mock-up 5. Counter measures
  41. 41. E-Commerce Integration of Storyboards Romy (UX) Context Jeremy (IT) Mock-up Fully functionning Web site Sophie (PL) Issue Many days late !!! Many bugs !!! • 15 due to layout / font / font size / • 8 due to animated components 2. Analyse cause of defects 1. Problem 10 days late 33 defects • How fast is « smooth » box opening ? (600 ms) • Build a checklist for Jeremy to know how to do it right first time 3. Counter measure • 14 defects – 4 days delay • 9 layout– image • 3 animation : hover, slider 4. Check (following mini-site) • Improve checklist • Improve consistency of UI mock-up 5. Counter measures 33 14 2 Site 0 Site #1 Site #2 Quality issues : ÷ 15
  42. 42. E-Commerce Integration of Storyboards Romy (UX) Context Jeremy (IT) Mock-up Fully functionning Web site Sophie (PL) Issue Many days late !!! Many bugs !!! • 15 due to layout / font / font size / • 8 due to animated components 2. Analyse cause of defects 1. Problem 10 days late 33 defects • How fast is « smooth » box opening ? (600 ms) • Build a checklist for Jeremy to know how to do it right first time 3. Counter measure • 14 defects – 4 days delay • 9 layout– image • 3 animation : hover, slider 4. Check (following mini-site) • Improve checklist • Improve consistency of UI mock-up 5. Counter measures 33 14 2 Site 0 Site #1 Site #2 Quality issues : ÷ 15 Jeremy Superstar
  43. 43. Probleme : 33 bugs UI/UX on Guide Expert Résultats Enseignements Romy / Jérémy Coachs : Sophie / Cecil Date création : 24/09 Date m. à jour : 30/11 Inprove integration Quality Analysis (Pareto) of the 33 bugs UI/UX on « opération Guide Expert » • 15 retours liés à des problématiques de mise en page : marges, croix de fermeture de blocs mal positionnées, mise en page titre, taille de police … • 8 retours liés à l’animation 14 retours UI/UX sur Site #1 (7 Octobre) •9 retours liés à des problématiques de mise en page : centrages, netteté, espaces •3 retours liés à l’animation : Hover, Slider •2 problèmes liés à des incohérences maquette UI Actions # Action Qui Quand Résultat 1 Checklist validation UI pour intégration Romy 24/09 OK mais à compléter 2 Standard pour animation de composants David 30/09 OK mais à compléter 3 MàJ Checklist UI pour intégration Romy 8/10 OK mais à compléter 4 MàJ Standard Animation David 8/10 OK 5 Création checklist validation maquette UI Romy 8/10 OK # Action Qui Quand Résultat 1 Mise à jour Cheklist Jérémy 10/10 OK • Réduction considérable du taux d’implicite entre l’UI et l’intégration, via un standard écrit :  Gain en qualité et en efficacité  Standard utilisable sur d’autres projets • Besoin de gagner encore en explicite : besoin de la mise à jour de la maquette lorsque changement (vs un mail ou PPT d’explication) 33 14 2 Site 0 Site #1 Site #2 Quality issues : ÷ 15
  44. 44. 4. Manage Performance and Production 5. Develop operational resilience 6. Develop daily learning (PDCA) Organisation Agility Daily management practices for the digital era 1. Understand what the customer wants 2. Align team on user oriented KPIs 3. Learn to see the waste Customer Experience
  45. 45. E N G A G E M E
  46. 46. 7. Visual Management : Together, facing the problem Conversation tokens Clarify what we want to succeed Display problems Visualise production
  47. 47. 8. On the shop floor, with candor
  48. 48. 9. Provide everyone with the opportunity to improve the system
  49. 49. 7. Visual Management 8. Go on the shop floor, with candor 9. Provide every one with the opportunities to improve the system Team Engagement 4. Manage Performance and Production 5. Develop operational resilience 6. Develop daily learning (PDCA) Organisation Agility 9 Daily Management Practices for the Digital era 1. Understand what the customer wants 2. Align team on user oriented KPIs 3. Learn to see the waste Customer Experience

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