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

1. Management
Practices for the
Digital Age

2. 1. Hi, I’m Cecil

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. 2. What the
advent of digital
really means

7. In the information age,
rythme of changes no longer
is linear. It is exponential
Ray Kurzweil

8. Massive adoption of innovations
Vs. Company life expectancy
(Dion Hinchcliffe)

9. Amazon delivers new software to production
every 12 seconds.

10. Google Compute Engine delivers a production
plateform in 3 mns.

11. On average, Facebook had 690M users per day in
June 2013.

12. Weekly software development cycles.

13. 99,99% availability since the service launch (2005).
Without owning any IT infrastructure.

14. 3. Pillars of
Digital Strategy

15. 3 Pillars of Digital Strategy
Customers and employees
hyper-informed
(and non captive)
CONTEXTSTRATEGICPILLAR

16. 3 Pillars of Digital Strategy
Customers and employees
hyper-informed
(and non captive)
CONTEXTSTRATEGICPILLAR
Disruptive Innovations
(technology, business model, usage,
new agile competitors)

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

18. 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

19. 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

20. 4. Management
Practices for the
Digital Age

21. C U S T O
M E R S

22. 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 ?

24. 2. Align Teams
Use KPIs that make sense for the customer
(Quality / Time management / Costs / Customer Satisfaction)

25. 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 ?

26. E-Commerce
International Community
Management Team
Laetitia
Context

27. 9
6
Réalisé Objectif
E-Commerce
International Community
Management Team
Problem
Laetitia
Context

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
- Brief

29. 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

30. 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

31. 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%

32. 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

33. 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

34. A G I L I T
Agility : empower everyone to experiment everyday
(to improve the process and/or the product)

35. 4. Daily standup
Performance + production : create the condition of daily success
Did we succeed yesterday ?
How about today ? Are we gonna make it ?

36. 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 ?

37. 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 ?

39. E-Commerce
Integration of Storyboards
Romy
(UX)
Context
Jeremy
(IT)
Mock-up Fully functionning
Web site
Sophie (PL)

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 !!!

41. 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 !!!

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 nature of defects
1. Problem
10 days late
33 defects

43. 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

44. 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

45. 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

46. 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

47. 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

48. 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

49. E N G A G E M E

50. 7. Visual Management :
Together, facing the problem
Conversation
tokens
Clarify what we
want to succeed
Display problems
Visualise
production

51. 8. On the shop floor, with
candor

52. 9. Provide everyone with the
opportunity to improve the system

53. 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