Operation and Support using Agile

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Managing Operation and support teams using Agile, Lean & TOC principles

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  • Talk about symphony and how the scheduler goes around the plant in the morning and put a color sticker On the work order
  • Operation and Support using Agile

    1. 1. using an Agile/Kanban Recipe Tal Aviv tal@AgileSparks.com Talaviv@hotmail.com
    2. 2. Agenda • Introduction • Agile Overview • Agile and non-development groups • Example – The Agile Support center
    3. 3. About the Speaker Tal Aviv/Ovadia http://il.linkedin.com/pub/tal-aviv/2/76/586 Blog: Duckmanagement.blogspot.com
    4. 4. Who are we? • People from Development? Business? Operations? • People who know Agile? • People who know LEAN or TOC? • People who know ITIL?
    5. 5. What is Agile?
    6. 6. What is Agile? Key Principles • Agile is a process improvement methodology that focuses on: – Individuals and interactions over processes and tools – Working software over comprehensive documentation – Customer collaboration over contract negotiation – Responding to change over following a plan
    7. 7. Agile Basics - Key Principles Key Agile principles are: Focus on customer value – Employ business-driven prioritization of features. Iterative & Incremental Delivery –Create a flow of value to customers by “chunking” feature delivery into small increments. Intense Collaboration – Face-to-face communication via collocation, etc; diversified roles on integrated teams. Self Organization – Team members self-organize to fulfill a shared project vision. Continuous Improvement – Teams reflect, learn and adapt to change; work informs the plan.
    8. 8. Sprints, Stories andSignals
    9. 9. User Stories• User Stories: one or more sentences in the everyday or business language of the end user that captures what the user wants to achieve.• User stories are for the basis of what features that can be implemented.• Each user story is limited, so it fits on a small paper note card to ensure that it does not grow too large.
    10. 10. User Stories• Quick way of handling customer requirements without having to elaborate vast formalized requirement documents and without performing overloaded administrative tasks related to maintaining them.• The intention of the user story is to be able to respond faster and with less overhead to rapidly changing real-world requirements. As a user, I want to search for my customers by their first and last names.
    11. 11. Sprint • Sprints are made of user stories, have a fixed duration and a definition of Done. High { Each iteration implement the highest- Priority priority requirements Each new requirement is prioritized and added to the stack Requirements may be reprioritized at any time Requirements may be removed at any time Low Priority Requirements Copyright 2004 Scott W. Ambler
    12. 12. Signal – Kanban Board
    13. 13. Signal – Kanban Board • Kanban literally means “visual card,” “signboard,” or “billboard.” • Kanban cards limit excess work in progress • Kanban cards act as a form of “currency” representing how WIP is allowed in a system.
    14. 14. Identifying bottlenecks using Kanban
    15. 15. Lean Continuous Improvement Cycle Continuously improve in the pursuit of perfection Specify value in the eyes of 1) the customer Identify the value stream and 2) eliminate waste Make value flow at the “pull” 3) of the customer Involve and empower 4) employees Continuously improve in the 5) pursuit of perfection
    16. 16. Agile: A Lean Execution Engine Agile methods can be interpreted as a Lean approach to Operations, project Lean Principle / Practice Agile Principle / Practice management and execution. Kaizen Iteration Planning Sessions Continuous improvement Process & Project Reflections Kanban Product backlogs Information radiation and project transparency Iteration backlogs Daily Standups Burndown charts Project and quality sliders Automated test dashboards Setup reduction Automated builds Adaptability to rapid change Continuous integration Test-driven development Automated testing Takt time Iterative development cycles Delivery based on customer demand Incremental development Work cells Cross-functional teams Co-located resources for a given task Collaborative team environments Generalizing specialist roles Pair Programming
    17. 17. Lean Execution via Agile: The MechanicsAgile practices include:• Release Planning (1) (creates Product backlog)• Iteration Planning (2) (creates Iteration backlog)• Daily Standup• Fixed-length iterations and small releases• Feature Review (3)• Process Reflection (4) Identify top-priority items and deliver them early and often.
    18. 18. Why do we care? Agile is a methodology for development but it is not limited for development.
    19. 19. How would weAgile apply to operations?
    20. 20. Common Language • CNN NASA lost a 125 million Mars orbiter because a Lockheed Martin engineering team used English units of measurement while the agency’s team used the more conventional metric system for a key spacecraft operation, according to a review finding released Thursday. http://articles.cnn.com/1999-09-30/tech/9909_30_mars.metric.02_1_climate-orbiter- spacecraft-team-metric-system?_s=PM:TECH
    21. 21. Who is the customer? Operations and business development the customers of the development teams, but they are also the partners of the development team
    22. 22. Who is the customer?• Ops turn in request to High { Each iteration implement the highest- development team in Priority priority requirements stories format Each new requirement is – Bug reports prioritized and added to the stack – Enhancement Requirements may be requests reprioritized at any time – Improvement Requirements may be suggestions removed at any time• Product owner Low prioritize the stories Priority Requirements Copyright 2004 Scott W. Ambler• Work is added to back log.
    23. 23. Customer collaboration over contractnegotiations Dont go to the contract every time there is an issue, collaborate with your customer.
    24. 24. Working software over comprehensivedocumentation • Get the system working. • Bugs and requests as user stories
    25. 25. Responding to change over working aplan • Stuff happens, deal with changes dont just stick to a plan that is no longer valid
    26. 26. Individual and interaction over processand tools • Get the right tools to the right people. • Kiss, sometimes a piece of paper is more useful than complicated tools
    27. 27. Self managing teams • Kanban Board • Pull • WIP limits • Due Date Priority system
    28. 28. Service – User story with SLA &Definition of done • Operations define services in the same manner as User Stories. • User stories have a description of what needs to be done and what is the definition of done. • Any service that is bigger than a user story will be broken down to parts.
    29. 29. IT Operations Support asan example
    30. 30. A little bit of history: Where are we today and how did we get here?FORCES THAT SHAPE ITSERVICES
    31. 31. Growing Pains – How did we get here?• Organizations started with a single Person IT department.• Growth led to increased IT needs.• Growth led to Complexity.• Complexity led to splitting IT into specialized groups.• Pressure for Cost cutting led to off shoring and out sourcing.
    32. 32. Customer Local Optima is The organization is satisfaction goes encouraged less flexible down while costs go up Matrices created for group performance Service Delivery Additional rules and Managers are Proj mgr added for procedures are brought on board to coordination created coordinate Cust/IT between groupsPressure to increase efficiency Quality of Service is Delivery time is reduced missed IT groups take longer to respond Coordination between team is more complicated IT’s Current Communication with remote team is more Each team is specialized in it own Reality Tree complicated area Use specialized Use less expensive teams to gain resources Outsource IT groups economy of scale Cut IT expenses Market forces People are the most IT is not a profit demand cut in IT expensive resource center expenditure Complexity in IT Additional IT grows Resources needed IT Dept growth IT Is Expensive Organization growth
    33. 33. Current State - Impact on Users Confusion Delays Management intervention
    34. 34. Current State - Impact on UsersUsers feel that Quality of service goes down due to: Delays. Missed due dates. System complexity. Total System unpredictability
    35. 35. Current State - Impact on IT GroupsWork in FIFO mode (unless work is expedited).Constant expediting led to conflicting demands.Conflicting demands led to heavy multi tasking.
    36. 36. Current State - Impact on IT Groups Specialized groups caused “silos” and local measurements. Specialized teams led to complex coordination. Complex Coordination led to more management oversight.
    37. 37. Current State - Impact on ITGroupsLonger SLA in order to ensure work is completed in the time promised. short “touch time” VS. Long “wait time”.
    38. 38. Current State - Impact on ITGroups Complexity leads toincrease in operating costs.
    39. 39. Example How can we break the cycle?
    40. 40. March 1st Req. Date < SLA Real life problems Requested Projected RM Number Opened Date Due Date End Date Status Brief Description RM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.com RM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application-- RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for Aprimo RM10823279 RM10780366 1/14/11 11/23/10 1/31/11 11/30/10 1/31/11work in progress 12/7/10work in progress Due Date missed New GlobalScape FTP Site create globalscape ssh private key RM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business Objects Due Date missed 2/15/11 RM10854853 2/14/11 2/18/11work in progress Group Members in Identity Manager RM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwords RM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM app RM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for Casting RM10828286 1/20/11 2/22/11 2/22/11work in progress Factory website RM10830017 1/21/11 1/24/11 2/11/11work in progress Req. Date < SLA SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS users RM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration with RM10846983 2/7/11 2/11/11 2/28/11work in progress playtest metrics RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers Siteminder installation for new Windows 2008 server RM10814291 1/6/11 1/14/11 1/27/11pending (.net) Install Siteminder agent for new Cognos 10 Tm1 for RM10819539 1/11/11 1/14/11 2/1/11pending Req. Stuck in Queue deployment on iis webservers. Reverse Proxy Siteminder setup request for RM10842520 Progress even though Work in 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 we have lots of time RM10864079 2/23/11 2/25/11 3/16/11work in progress server (.net) RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for Aprimo RM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev Request to change siteminder protected directory to / RM10866934 2/25/11 2/28/11 3/18/11work in progress from /transfer
    41. 41. Requested Date before SLA Date Requested ProjectedRM Number Opened Date Due Date End Date Status Brief DescriptionRM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.comRM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application--RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for AprimoRM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP SiteRM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private keyRM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business ObjectsRM10854853 2/14/11 2/15/11 2/18/11work in progress Group Members in Identity ManagerRM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwordsRM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM appRM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for CastingRM10828286 1/20/11 2/22/11 2/22/11work in progress Factory websiteRM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS usersRM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration withRM10846983 2/7/11 2/11/11 2/28/11work in progress playtest metricsRM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers Siteminder installation for new Windows 2008 serverRM10814291 1/6/11 1/14/11 1/27/11pending (.net) Install Siteminder agent for new Cognos 10 Tm1 forRM10819539 1/11/11 1/14/11 2/1/11pending deployment on iis webservers. Reverse Proxy Siteminder setup request forRM10842520 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008no correlation between requested dateRM10864079RM10866148 2/23/11 2/24/11 2/25/11 3/2/11 3/16/11work in progress 3/17/11work in progress server (.net) Setup new Site Minder for new application for AprimoRM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev to the projected dateRM10866934 2/25/11 2/28/11 3/18/11work in progress Request to change siteminder protected directory to / from /transfer
    42. 42. Where do we start?
    43. 43. Define Services and SLA Service Is a user story that define the action from the point of view of the user and has a definition of done.
    44. 44. Define Services and SLA • No request will be allowed to enter the queue with requested date less then SLA date. • Special emergencies will be allowed only by approval from queue manager • Separate Requests from Incidents
    45. 45. Define Services and SLA – Why? Predictability Leads to Trust Users will know exactly what they get and when they are going to get it.
    46. 46. Missed Due Date Requested Projected EndRM Number Opened Date Due Date Date Status Brief DescriptionRM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.comRM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application--RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for AprimoRM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP SiteRM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private keyRM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor. Add Theresa Gallo GALLT001 to Business Objects GroupRM10854853 2/14/11 2/15/11 2/18/11work in progress Members in Identity Manager Many requests still missRM10856644RM10864590RM10867477 2/15/11 2/23/11 2/25/11 2/17/11 3/2/11 3/2/11 2/17/11work in progress 3/2/11work in progress 3/10/11work in progress DCL West Coast Office needs abiltiy to reset passwords IDM Access for STORM app Create new OU in EC for MetaData/Storm their projected end date Requesting siteminder authentication for Casting FactoryRM10828286 1/20/11 2/22/11 2/22/11work in progress websiteRM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER Need access to database to authenticate EISS usersRM10842863 2/3/11 2/11/11 2/24/11work in progress through their HUB ID and PWD dis/pc/siteminder - requesting integration with playtestRM10846983 2/7/11 2/11/11 2/28/11work in progress metricsRM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test ServersRM10814291 1/6/11 1/14/11 1/27/11pending Siteminder installation for new Windows 2008 server (.net) Install Siteminder agent for new Cognos 10 Tm1 forRM10819539 1/11/11 1/14/11 2/1/11pending deployment on iis webservers. Reverse Proxy Siteminder setup request forRM10842520 2/2/11 2/18/11 2/23/11pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 serverRM10864079 2/23/11 2/25/11 3/16/11work in progress (.net)RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for AprimoRM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev Request to change siteminder protected directory to /RM10866934 2/25/11 2/28/11 3/18/11work in progress from /transfer
    47. 47. Establish flow based onPrioritization and coordination scheme Is everyone on the What is urgent? same page? WHAT IS NEXT? Did we miss Is anything stuck? anything?
    48. 48. What do we want?• Self managed teams• Reduced Multitasking• Focus• Increase flow
    49. 49. Rules of the gameEstablish Priority System Due Date is King !Subordinate priority decisions to the Due Date
    50. 50. Rules of the game Simple and to the point• Limit the WIP – No work can become work in progress if there are X number of requests in the queue.• SLA is published• Requests should be processed by SLA time.
    51. 51. Rules of the game Establish Priority Visual System• Requests will be color coded (for example): – Green – More then 66% of time is available – Yellow – Between 10% - 66% of time is available – Red – Less then 10% of time is available – We are at risk of missing due date
    52. 52. Rules of the game Establish Visual Priority SystemRequests that missed their due date will be color coded in BLACK – Each Black request will be prioritized case by case. – Usually Black requests will either be prioritized or due date will be renegotiated.
    53. 53. Opened Projected March 1st 2011 Green Yellow RedRM Number Date Req. Date Date SLA 3/1/2011Status Brief Description Level Level LevelRM10818090 1/10/11 2/7/11 2/21/11 41 -8.00work in progress Add port 443 to efs.disney.com 27 14 4 corp-pc-reverse Proxy request- for RostrRM10839292 1/31/11 2/8/11 3/14/11 41 13.00work in progress application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 35.00work in progress Plenty of time for Set up external reverse proxy for Aprimo 27 14 4RM10823279 1/14/11 1/31/11 1/31/11 16 -29.00work in progress New GlobalScape FTP Request Green Site 11 5 2RM10780366 11/23/10 11/30/10 12/7/10 13 -84.00work in progress create globalscape ssh private key 9 4 1 New GlobalScape ftp site for sftp with externalRM10867039 2/25/11 3/11/11 3/11/11 13 10.00work in progress vendor. 9 4 1 Add Theresa Gallo GALLT001 to Business Objects Yellow2/14/11 areRM10854853 Req. 2/15/11 2/18/11 3 -10.88work in progress Group Members in Identity Manager 2 1 0 DCL West Coast Office needs abiltiy to reset 2/15/11 nextRM10856644 2/17/11 2/17/11 1 -12.00work in progress Red Request, Deal passwords 1 0 0RM10864590 2/23/11 3/2/11 3/2/11 6 1.00work in progress IDM Access for STORM app 4 2 1RM10867477 2/25/11 3/2/11 3/10/11 12 9.00work in progress with it NOW ! Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for CastingRM10828286 1/20/11 2/22/11 2/22/11 32 -7.00work in progress Factory website 21 11 3RM10830017 1/21/11 1/24/11 2/11/11 20 -18.00work in progress BLACK Request will be dealt SETUP SITEMIDER TO DI WEB SERVER13 Need access to database to authenticate EISS users 7 2RM10842863 2/3/11 2/11/11 2/24/11 21 -5.00work in progress with case by case basis through their HUB ID and PWD 14 dis/pc/siteminder - requesting integration with 7 2RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00work in progress playtest metrics 13 7 2RM10804573 12/22/10 1/5/11 1/19/11 27 -41.00work in progress Gate New Siebel Development and Test Servers 18 9 3 Siteminder installation for new Windows 2008RM10814291 1/6/11 1/14/11 1/27/11 20 -33.00pending Pending Request might need to 7 server (.net) 14 Install Siteminder agent for new Cognos 10 Tm1 for 2RM10819539 Due date is King, all 2/1/11 1/11/11 1/14/11 20 -28.00pending get back into queue 7 deployment on iis webservers. 13 Reverse Proxy Siteminder setup request for 2RM10842520 priority2/2/11 2/18/11 are decisions 2/23/11 20 -6.00pending mobilebi.disney.com Siteminder QA installation for new Windows 2008 13 7 2RM10864079 2/23/11 2/25/11 3/16/11 20 15.00work in progress server (.net) 14 7 2 subordinated to the due Setup new Site Minder for new application forRM10866148RM10866656 date! 3/11/11 3/17/11 2/24/11 2/25/11 3/2/11 3/18/11 20 20 16.00work in progress 17.00work in progress Aprimo DCP - add siteminder to PDL Dev 13 14 7 7 2 2 Request to change siteminder protected directoryRM10866934 2/25/11 2/28/11 3/18/11 20 17.00work in progress to / from /transfer 13 7 2 Color Coded Priority System
    54. 54. Visual Management - Cleaning up• Visual Simplicity is the key for self management.• You cant improve if you cant see.• Start by cleaning up!
    55. 55. First, Clean Up the Queue • Some of the Old work was removed • New Due Date negotiated for some of the Black requests • 2 Black requests are approved to be priority Opened Projected Green Yellow RedRM Number Date Req. Date Date SLA 3/1/2011 Status Brief Description Level Level LevelRM10818090 1/10/11 2/7/11 2/21/11 41 -8.00 work in progress Add port 443 to efs.disney.com 27 14 4 Cleaning up the messRM10839292 1/31/11RM10863474 2/22/11 2/8/11 3/4/11 3/14/11 41 4/5/11 41 corp-pc-reverse Proxy request- for Rostr 13.00 work in progress application-- 35.00 work in progress Set up external reverse proxy for Aprimo 27 27 14 14 4 4 New GlobalScape ftp site for sftp with makes it easier for the teamRM10867039 2/25/11RM10856644 2/15/11 3/11/11 2/17/11 3/11/11 13 3/17/11 29 10.00 work in progress external vendor. DCL West Coast Office needs abiltiy to reset 16.00 work in progress passwords 9 19 4 10 1 3 member to understandRM10864590 2/23/11RM10867477 2/25/11 3/2/11 3/2/11 3/2/11 3/10/11 12 6 1.00 work in progress IDM Access for STORM app 9.00 work in progress Create new OU in EC for MetaData/Storm Requesting siteminder authentication for 4 8 2 4 1 1RM10828286 1/20/11 2/22/11 3/22/11 60 21.00 work in progress Casting Factory website 40 20 6 what he/she needs to workRM10842863 2/3/11 2/11/11 3/24/11 49 Need access to database to authenticate 23.00 work in progress EISS users through their HUB ID and PWD dis/pc/siteminder - requesting integration 32 16 5RM10846983 2/7/11RM10864079 2/23/11 on 2/11/11 2/25/11 2/28/11 20 3/16/11 20 -1.00 work in progress with playtest metrics Siteminder QA installation for new Windows 15.00 work in progress 2008 server (.net) 13 14 7 7 2 2 Setup new Site Minder for new applicationRM10866148 2/24/11 3/2/11 3/17/11 20 16.00 work in progress for Aprimo 13 7 2RM10866656 2/25/11 3/11/11 3/18/11 20 17.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 Request to change siteminder protectedRM10866934 2/25/11 2/28/11 3/18/11 20 17.00 work in progress directory to / from /transfer 13 7 2
    56. 56. Visualize the work, establish flow Kanban
    57. 57. Setting up a simple Kanban system starts to focus the team on the cycle-time of delivered work and gives a way to detect and begin to resolve bottlenecks 57
    58. 58. Visualize the work - Kanban • Queue manager transfer request from Service Center to Kanban board based on color priority • Team members pull work based on order • WIP limit is strictly enforced
    59. 59. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864079 RM10864590RM10866148 RM10818090 Use KanbanRM10856644 RM10846983 Board for VisualRM10866148 RM10839292 SelfRM10866656RM10866934 RM10867039 Management Definitions Queue Manager to Item pulled All open Item that was work ensure that no by a teamrequests waiting completed and information is member andto be processed moved to customer missing from is being for approval. the request worked on. before entering ready state
    60. 60. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864079 RM10864590 Top 3 requests fromRM10866148 the ready queue are RM10818090 pulled in to work inRM10856644 progress RM10846983RM10866148 RM10839292RM10866656 RM10867039RM10866934 RM10867477 March 1st 2011 Tech Team Pull work while keeping WIP Limits
    61. 61. The Next Day – March 2nd • The Red request and 2 black are completed • 3 New requests came in Opened Projected Green Yellow Red RM Number Date Req. Date Date SLA 3/2/2011 Status Brief Description Level Level Level corp-pc-reverse Proxy request- for Rostr RM10839292 1/31/11 2/8/11 3/14/11 41 12.00 work in progress application-- 27 14 4 RM10863474 2/22/11 3/4/11 4/5/11 41 34.00 work in progress Set up external reverse proxy for Aprimo 27 14 4 New GlobalScape ftp site for sftp with RM10867039 2/25/11 3/11/11 3/11/11 13 9.00 work in progress external vendor. 9 4 1 DCL West Coast Office needs abiltiy to reset RM10856644 2/15/11 2/17/11 3/17/11 29 15.00 work in progress passwords 19 10 3 RM10867477 2/25/11 3/2/11 3/10/11 12 8.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for RM10828286 1/20/11 2/22/11 3/22/11 60 20.00 work in progress Casting Factory website 40 20 6 Need access to database to authenticate EISS RM10842863 2/3/11 2/11/11 3/24/11 49 22.00 work in progress users through their HUB ID and PWD 32 16 5 Siteminder QA installation for new Windows RM10864079 2/23/11 2/25/11 3/16/11 20 14.00 work in progress 2008 server (.net) 14 7 2 Setup new Site Minder for new application RM10866148 2/24/11 3/2/11 3/17/11 20 15.00 work in progress for Aprimo 13 7 2 RM10866656 2/25/11 3/11/11 3/18/11 20 16.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 Request to change siteminder protected RM10866934 2/25/11 2/28/11 3/18/11 20 16.00 work in progress directory to / from /transfer 13 7 2 Request to change siteminder protected RM10869001 3/1/11 3/15/11 3/18/11 16 16.00 work in progress directory to / from /transfer 11 5 2 Request to change siteminder protected RM10869012 3/1/11 3/10/11 3/10/11 8 8.00 work in progress directory to / from /transfer 6 3 1 RM10869023 3/1/11 3/5/11 3/5/11 3 3.00 work in progress Urgent class request 2 1 0
    62. 62. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864079 RM10864590RM10866148 RM10818090RM10856644 RM10846983RM10866148 RM10839292RM10866656 RM10867039RM10866934 RM10867477 March 2nd 2011RM10869023RM10869012RM10869001
    63. 63. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864079 RM10864590RM10866148 RM10818090RM10856644 RM10846983RM10866148 RM10839292RM10866656 RM10867039RM10866934 RM10867477 As work is beingRM10869023 completed, new work canRM10869012 flow into the queues, based on color priorityRM10869001 March 2nd 2011
    64. 64. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10869023 RM10864590RM10866148 RM10839292 RM10818090RM10856644 RM10867039 RM10846983RM10866148 RM10867477RM10866656 RM10869012RM10866934 RM10864079RM10869001 March 2nd 2011
    65. 65. March 3rd • 2 urgent requests came in Opened Projected Green Yellow RedRM Number Date Req. Date Date SLA 3/3/2011 Status Brief Description Level Level Level corp-pc-reverse Proxy request- for RostrRM10839292 1/31/11 2/8/11 3/14/11 41 11.00 work in progress application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 33.00 work in progress Set up external reverse proxy for Aprimo 27 14 4 New GlobalScape ftp site for sftp with externalRM10867039 2/25/11 3/11/11 3/11/11 13 8.00 work in progress vendor. 9 4 1 DCL West Coast Office needs abiltiy to resetRM10856644 2/15/11 2/17/11 3/17/11 29 14.00 work in progress passwords 19 10 3RM10867477 2/25/11 3/2/11 3/10/11 12 7.00 work in progress Create new OU in EC for MetaData/Storm 8 4 1 Requesting siteminder authentication for CastingRM10828286 1/20/11 2/22/11 3/22/11 60 19.00 work in progress Factory website 40 20 6 Need access to database to authenticate EISS usersRM10842863 2/3/11 2/11/11 3/24/11 49 21.00 work in progress through their HUB ID and PWD 32 16 5 Siteminder QA installation for new Windows 2008RM10864079 2/23/11 2/25/11 3/16/11 20 13.00 work in progress server (.net) 14 7 2 Setup new Site Minder for new application forRM10866148 2/24/11 3/2/11 3/17/11 20 14.00 work in progress Aprimo 13 7 2RM10866656 2/25/11 3/11/11 3/18/11 20 15.00 work in progress DCP - add siteminder to PDL Dev 14 7 2 Request to change siteminder protected directoryRM10866934 2/25/11 2/28/11 3/18/11 20 15.00 work in progress to / from /transfer 13 7 2 Request to change siteminder protected directoryRM10869001 3/1/11 3/15/11 3/18/11 16 15.00 work in progress to / from /transfer 11 5 2 Request to change siteminder protected directoryRM10869012 3/1/11 3/10/11 3/10/11 8 7.00 work in progress to / from /transfer 6 3 1RM10869023 3/1/11 3/5/11 3/5/11 3 2.00 work in progress Urgent class request 2 1 0 Request to change siteminder protected directoryRM10869001 3/2/11 3/15/11 3/18/11 15 15.00 work in progress to / from /transfer 10 5 2RM10869077 3/2/11 3/6/11 3/6/11 3 3.00 work in progress Urgent class request 2 1 0RM10869097 3/2/11 3/6/11 3/6/11 3 3.00 work in progress Urgent class request 2 1 0
    66. 66. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10866656 RM10867477 RM10869023 RM10864590RM10866934 RM10869012 RM10839292 RM10818090RM10869001 RM10864079 RM10867039 RM10846983 RM10866148 RM10856644 RM10866148 March 3rd 2011RM10869077RM10869097 Color system keeps it simpleRM10869101
    67. 67. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10869077 RM10867477 RM10869023 RM10864590RM10869097 RM10869012 RM10839292 RM10818090 RM10864079 RM10867039 RM10846983RM10866656 RM10866148RM10866934 RM10856644RM10869001 RM10866148RM10869101 March 3rd 2011
    68. 68. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10869077 RM10839292 RM10864590RM10869097 RM10869012 RM10867039 RM10818090 RM10864079 RM10867477 RM10846983RM10866656 RM10866148 RM10869023RM10866934 RM10856644RM10869001 RM10866148RM10869101 March 3rd 2011
    69. 69. RESULTS• Standard flow• Self Managed teams• Clear priority system• Reduced time to market• Predictability – Trust – Customer Satisfaction
    70. 70. How do we coordinateseveral groups?• Each Service will have tasks for one or multiple groups.• Each task will have an SLA.• Each group will use the color coding system to prioritize work towards a common Service due date (see example).
    71. 71. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088 Request RM10864079 has 3 RM10864079-1 tasks that go to 3 separate groups. Based on the Service SLA, each group will have a subRM10864079-2 SLA for its task. RM10864099 If there are dependencies, the Queue Manager will notRM10864079-3 designate his task as ready until work on the previous RM10867039 task is in CustomerRM108640192 Acceptance Use the same principles to coordinate between teams
    72. 72. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Acceptance RM10864088RM10864079-1RM10864079-2 RM10864099 RM10864079-3 RM10867039RM108640192
    73. 73. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer AcceptanceRM10864088 RM10864079-1 RM10864079-2RM10864099 RM10864079-3RM10867039RM108640192
    74. 74. WIP Limit 6 WIP Limit 3 Backlog Ready In Progress Customer Color of task might have AcceptanceRM10864088 changed while in the works RM10864079-1 RM10864079-2RM10864099 RM10864079-3RM10867039RM108640192
    75. 75. We gained even more• Management oversight for coordination was reduced.• Increase cross team collaboration.• Increased transparency.• Reduced Complexity and Operating costs.
    76. 76. RESULTS• Standard flow• Self Managed teams• Clear priority system• Reduced time to market• Management oversight for coordination was reduced.• Increase cross team collaboration.• Reduced Complexity and Operating costs. Predictability Trust Customer Satisfaction
    77. 77. Questions?
    78. 78. Frequently Asked Questions• What if the customer does not approve? – Requests not approved by the customer will go back to the queue with priority Red and flow through the process again.• Why do we need Ready queue? – In order to ensure that work flows through the process, we need to ensure that all information is available to the technical staff. The ready queue is for work ready to be processed and all information is available
    79. 79. Frequently Asked Questions• How do we ensure that Green tickets will be done on time? – The color of the ticket will change with time. If we penetrate the buffer and the ticket becomes yellow or red, it will automatically move up on the priority list• What about super urgent work such as incidents? – Incidents might need to be a separate class of service. Prioritization of incidents might be based on Severity and not by due date
    80. 80. Frequently Asked Questions• How do we find the right SLA? – Too many green – SLA too big – Too many Red – SLA too short
    81. 81. For AdditionalInformation tal@agilesparks.com talaviv@hotmail.com
    82. 82. Thank you
    83. 83. Appendix
    84. 84. Cleaning up• Phases of LEAN 5S – 1.1 Sorting (Seiri) – 1.2 Straightening or setting in order / stabilize (Seiton) – 1.3 Sweeping or shining or cleanliness / systematic cleaning (Seiso) – 1.4 Standardizing (Seiketsu) – 1.5 Sustaining the discipline or self- discipline (Shitsuke)
    85. 85. How to set up a Kanbanboard for development Jeff Patton AgileProductDesign.com jpatton@acm.org Download this presentation at: www.agileproductdesign.com/downloads/patton_kanban.ppt
    86. 86. 1. Define a work process flow This simple process flow has the steps: elaboration & acceptance criteria.1 development.2 test.3 deployment.4 • Look at the typical flow for features, stories, or work packages and describe typical process steps 86
    87. 87. 2. Lay out a visual Kanban board Place an expedite track above the main left to right queue Place “done and waiting” queues between each work queue (in this example they’re placed below) • Place a goals column on the left, then a waiting queue, the process steps, and a final “done” column to the right 87
    88. 88. 3. Decide on limits for items in queue andwork in progress This board uses painters tape to indicate available “slots” for work in progress • A good limit is a factor of the number of people in a role that can work on an item in a given process step. Start with number of people * 1.5 88
    89. 89. 4. Place prioritized goals on the left column ofthe board Having goals visible: promotes focus • helps us prioritize• helps us manage feature scope & • requirements • A good goal describes the outcome we hope to achieve after software ships. Goals help keep focus on the larger outcome. 89
    90. 90. 5. Start the board by placing stories or featuresin queue Product owners manage the waiting queue • Mark on the story or feature card the date it entered the queue. This begins our measurement of cycle time. 90
    91. 91. 6. Move features through the process flow aswork is completed • As the story enters the first process step, mark that date on the card. This is the start date. As it’s finished, mark that date on the card. This is the finish date. 91
    92. 92. 7. Use the dates on the cards to calculate cycletime Cycle time = finish date – start date The average cycle time from the date the item enters the board is the wait time from this point in the queue • Use average cycle time to set wait times from different points on the board. Pay attention to flow and bottlenecks: relieving bottlenecks as quickly as possible. 92
    93. 93. Decreasing Lead TimeSteven Borg (@stevenborg)Principal Consultant Northwest Cadence
    94. 94. Decreasing Lead Time
    95. 95. Decreasing Lead Time
    96. 96. Decreasing Lead Time
    97. 97. Decreasing Lead Time
    98. 98. Decreasing Lead Time
    99. 99. Decreasing Lead Time
    100. 100. Decreasing Lead Time
    101. 101. Decreasing Lead Time
    102. 102. Decreasing Lead Time
    103. 103. Little’s Law – “Two Minutes ofMath”
    104. 104. Little’s Law – “Two Minutes ofMath”• Delivery Rate = Work-in-Progress ÷ Lead Time implies Lead Time = Work-in-Progress ÷ Delivery Rate thus• WIP is a LEADING metric for Lead Time

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