The document outlines the application of Lean Six Sigma (LSS) in the service industry, focusing on roles, responsibilities, and the staffing management plan necessary for effective project execution. It highlights key roles such as champions, master black belts, and green belts, detailing their responsibilities in driving LSS initiatives and improving processes. Additionally, it covers recruitment, training, and selection strategies to align staff capabilities with LSS project needs.

1. Apply Lean Six Sigma to Service Industry: A real methodology to sustain your competitive advantage ! - Individual Capacity Screening

2. Agenda Introducing Ulysses Consulting Luxembourg. Staffing Management Plan. Key Roles in a LSS Project. Responsabilities. Skills Matrix. Staffing your LSS Project.

3. HR HR Engineering for the ICT market A business approach to Recruitment & Talent Acquisition IT Activities of Ulysses Headhunting Recruitment & Selection IT Recruitment Co-Sourcing Temporary IT Resources (SAP, Service Management, process improvement, J2EE, .NET,…)

4. Why a Headhunter ? CVs of Master Black belts (Manufacturing Industries) A seminar about Lean Six Sigma applied to IT Services Join Effort with PMI, AIT Group and Ulysses Personally strong interest in Methodologies and PM WG Hermes Luxembourg

5. Staffing Management Plan 9.1 Organizational Planning 9.4 Team Mgt

6. Staffing Management Plan (ctd) What How Define specific roles and skills to execute project tasks Based on the tasks in the WBS refine initial description of roles identified in the earlier stage of the project. Determine timetable for the needed staff. Over the course of the project, period of time person or skills set is needed and number of hours . Determine availability of the staff Work with management to determine if staff with the required skills within the timeframe is available. external resources needed ? Secure the needed staff Work with the project sponsor to get more resources if needed. Negotiate with staff’s management to make staff available. Prioritize competing projects. Identify training or coaching needed Plan training, coaching according to timeframe. Iteratively refine the staffing plan Adjust according to project schedule development.

7. Staffing Management Plan (ctd) What How Define specific roles and skills to execute project tasks Based on the tasks in the WBS refine initial description of roles identified in the earlier stage of the project. Determine timetable for the needed staff. Over the course of the project, period of time person or skills set is needed and number of hours . Determine availability of the staff Work with management to determine if staff with the required skills within the timeframe is available. external resources needed ? Secure the needed staff Work with the project sponsor to get more resources if needed. Negotiate with staff’s management to make staff available. Prioritize competing projects. Identify training or coaching needed Plan training, coaching according to timeframe. Iteratively refine the staffing plan Adjust according to project schedule development.

8. Key Roles in a LSS Project Champion Owns vision, direction, business results Leads changes, Allocate resources Run steering committe Owns value streams Owns financial results Remove barriers, Mediating Process Owner Sponsors LSS projects Responsible for executions Provide resources for projects Reports on ROI Remove roadblocks Team Members Team or Project Specific support (Part-time) Green Belt Leads projects SME on process area (Part-time) Black Belt Leads larger LSS projects Coaches GB and Juniors BB Conducts LSS training Develop LSS strategic plans (Full or part-time) Master Black Belt Trains BBs and GBs Leads complex projects Internal deployment leader Owns deployment plan Capture and reports metrics ALL EMPLOYEES Provide data and VOC inputs Apply concepts to their own jobs and work area

9. Key Roles in a LSS Project (Ctd) Master Black Belt Black Belt Team Members Process Owner Executive Champion Green Belt Owns vision, direction, business results Leads changes Allocate resources Run steering committe (SC) Sponsors LSS projects Responsible for executions Provide resources for projects Reports on ROI Remove roadblocks Team or Project Specific support (Part-time) Leads projects SME on process area (Part-time) Leads larger LSS projects Coaches GB and Juniors BB Conducts LSS training Develop LSS strategic plans (Full or part-time) Trains BBs and GBs Leads complex projects ALL EMPLOYEES Provide data and VOC inputs Apply concepts to their own jobs and work area VS Champion Owns value streams Owns financial results Remove barriers Coordinates with SC and Deployment lead Deployment Lead Internal deployment leader Owns deployment plan Capture and reports metrics

10. Key Roles in a LSS Project (Ctd) EXECUTIVE CHAMPION GRAND CHAMPION SECTOR CHAMPION BLACK BELT GREEN BELT YELLOW BELT WHITE BELT Chairman Sony Corporation Chairman Sony Europe General Manager Sony Alsace CHAMPION Directors Sony Alsace Managers Sony Alsace - PM SME of each business line Employees with 3 to 5 years exp. Employees with less than 3 years exp.

11. Champion’s Responsabilities Senior Manager Select and assess LSS projects Initiate LSS projects Day-to-day responsability for the business process to be improved Remove roadblocks Ensure LSS project team has resources to successfully execute the project Deployment of the program Lead change management Mediating issues between BB/MBB and Top Management Run Steering Committee Own Value streams and Financial results Align LSS program to Organization’s goals and objectives Accountable for LSS program success Part-time job Change Agent Responsabilities

12. Process Owner’s Responsabilities Responsabilities Responsible for the LSS execution within his department Sponsor the LSS project Provide resources Report on ROI Remove roadblocks Inspire and motivate team members Middle Manager Part-time job Change agent

13. Master BB’s Job Description Responsabilities Strategizing on LSS projects Participate to project selection K ey support person to the Champions to assist in pr oject Definition Watchdog of LSS deployment Owns Deployment plan Revising and Improving methodology and statistical tools Link between Champion and BBs Lead large and complex LSS projects Data capture and metrics Training and coaching of Six Sigma GB and BB Help Process Owner with transition BB = B lack B elt Full-time job Middle Manager Change Agent

14. BB’s Job Description Responsabilities Lead cross-functional LSS projects Link betwen line employees and management Train and coach GB and junior BB Conduct LSS training Develop strategic LSS program with MBB Inspire project team even if no management position BB = B lack B elt Full-time job Team Leader Change Agent

15. GB’s Job Description Responsabilities Deploying their organisation’s LSS program Leading and executing process-level improvement projects as part of their overall job Participating as a team member and partner in Black Belt projects Helping to direct and collect data and conduct experiments for improvement projects Do much of the legwork Working with process owners to ensure project gains are held Facilitating the sharing of best practices throughout the organisation GB = G reen B elt Usually Part-time job (5 - 25 %) SME Change Agent

16. Facilitator’s Job Description Responsabilities Solving out problems Enabling group and individuals to work out solutions Manage conflict Helping timely decision in crisis situation Establish decision-making process Senior Manager Part-time job Change Agent

17. Matrix – Business Skills Business and Operations Complex Business processes Cross-Functional thinker Identify Business Opportunities Champion Process Owner Master BB Black Belt Green Belt Facilitator Customer promotion: CTQ-CS Local Business Processes Needed LSS Believer Needed ?

18. Matrix – Hard Skills LSS Methodologies & Tools Statistical Tools Maths & Stats Time Management Champion Process Owner Master BB Black Belt Green Belt Facilitator Meeting Management Project Management Needed Important Presentation Management Applications (DB, Spreads.,…) Change Management

19. Matrix – Soft Skills Communication - Empathy Change Management Leadership Involve Stakeholders Champion Process Owner Master BB Black Belt Green Belt Facilitator Negotiation, crisis, conflicts Critical Important Train Team Builder Rigorous Analytical Ownership Risk Taker Problem Solver Stress Resistant Interpersonal Personal Quick Learner New Ideas and Suggestions

20. Staffing: Involve HR ! Key factor of success - right people for the right project HR can assist in Creating job descriptions Selecting appropriate people Selecting training suppliers Assisting organization in Change Management Assisting BB in conflict management Assisting BB in team management Providing tools to keep motivation up Rewarding and recognition program Experience in scorecards, in analyze and metrics LSS projects might be good fish-tank for promotions Retaining good employees HR department and its activities are a good candidates for LSS projects

21. Staffing: Train, Hire, Contract ? Lean Six Sigma specificities Based on very specific methodologies and tools It’s cultural Deeply linked to Company’s business, processes and structure It’s a continuous process Widely spread within the organization You won’t avoid training of current staff Employee loyalty Hiring based on timeframe and current resources When initiate LSS program, some benefits to contract with very experienced consultant to set the LSS framework Take into account shortage of resources

22. Staffing: Costs Training Certification Substitution Hiring Recruitment Recognition, rewarding program Hardware, Software, Infrastructure Type of Costs

23. Staffing: Recruitment Costs No Cure No Pay : Success Fee (% of Annual Salary) Retainer : Retainer Fee (fix amount) + Success Fee Headhunting : Success Fee (3 x 1/3) Contingency : Success Fee but no specific search Access to Job boards Testing : Psychometric tests Recruitment Costs

24. Staffing: Salary Trends Salary Trend – Master Black Belt Source: ITJobsWatch 1 GBP = 1,47 EUR

25. Staffing: Salary Trends (Ctd) Salary Trend – Black Belt Source: ITJobsWatch 1 GBP = 1,47 EUR

26. For more information on how Ulysses can help your organization, please contact us Ulysses Consulting Luxembourg SA Rue Jean Engling, 12 L-1466, Dommeldange +352 27 04 25 1 www.ulysses-consulting.com