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ANIn Pune Aug 2023 | Deliver value ,Delight customer by Manish Jain
- 1. Who is Manish Jain? By Profession • 18+ years of experience in IT industry • Journey started from an Embedded Software tester >> Manual/Automation/ Performance tester >> Sr. QA Manager >> Program Manager >> LACE community as RTE and Coach • Worked predominantly in BFSI and Infrastructure Solution Engineering Domain By Passion • Life-Long Learner; certified in SAFe Agilist, SAFe PO/PM, SAFe RTE, AWS & Azure Practitioner, Azure AI Fundamentals, Digital Transformation by Tiny Magiq and TOSCA Automation Specialist • Servant Leader and Innovation Architect • A Volunteer and Speaker As a Person BY CHANGING NOTHING…. NOTHING CHANGES ---- Tony Robbins
- 2. Deliver Value, Delight Customer Aug-23
- 3. Today’s Agenda 01 02 03 Who is the Target Audience? Our role in improving value creation What is Value? 04 WIIFM? 05 What it means for us?
- 4. What is Value? Value in business markets is the worth in monetary terms of the technical, economic, service, and social benefits a customer company receives in exchange for the price it pays for a market offering. Values should always be defined through the "eyes" of the consumer. Functional value: It's the solution which brings change to the customer. Monetary value: This is the function of the price paid is relative to an offerings perceived worth. Social value: The extent to which a Product or Service allows the consumer to connect with others. Psychological value: A product or Service allows consumers to express themselves or feel better.
- 5. Who is the Target Audience? VALUE DELIVERY CUSTOMER SHAREHOLDERS EMPLOYEES
- 6. Our role in improving “Value Creation”
- 7. Sales & CFG Group Improve Customer Support Survey to check pulse Partnering to their success 30% - Effort reduction on Production Triage Customer Accountability Upsell and Cross sell
- 8. Product Management & BA Product Management & BA Weighted Shortest Job First Reduce Waste Consultative NO 25% reduction in requirement volatility 15% reduction in Change Request 18% operational efficiency gain
- 9. Delivery Leadership Delivery Leadership Be Transparent Make Advantageous Investment OKR & KPI driven metrics Trust of the Customer Engineer to Consultant Being more Predictable
- 10. Delivery Team Delivery Team Quality First Mindset Foster Innovation Increase Reusability 23% Technical Debt Reduction 20 Innovation Solutions in a year 30% Artifact reusability
- 11. WIIFM? Deliver more features Effort Optimization Customer Delight Long term contracts Relentless Improvement culture Drop in Attrition Product Gating Future Ready Workforce
- 12. What it means for us? You don't get paid for the hour. You get paid for the value you bring to the hour. Jim Rohn Productivity = creating value and delivering it to people. All other busy work is unproductive fluff and should be minimized. Steve Pavlina
- 13. Thank You