service desk – voc, the heart of lean in it by daniel breston

Copyright © Institut Lean France 2012

3 & 4 October, 2013Paris, France

Service Desk – VOC: the heart of Lean in IT

using Oobeya to lead change

Daniel Breston3rd October 2013


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Service Desk & Lean IT

• Why Lean?• Our

Opportunities• What happened• Take-away


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But before we begin

Feel different???


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Your Service Desk

After today you will THINK DIFFERENTLY about these Change leaders!



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OK THE CHALLENGES OR OPPORTUNITIES

THE PROBLEMS


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Our Opportunity: 1

What do you mean something is missing?

New joiners able to Work Day 1 not Day 12, 13, 14…!


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Our Opportunity: 2

Escalated incidents and requests with correct data


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Our Opportunity: 3

Provision Dev/Test environments:Virtual < 1 hourPhysical < 1 day



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The Plan or approach


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Hey! ITIL & Lean are similar


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Tools and Training

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Our way of workingActCheckDoPlan

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What data can we get?How will we get it?Where will we keep it?Updates, visual, Training, Communication

Gather colleagues, brainstorm, Identify problem, RCA, Baseline, Draft ways to remove waste or issues, Show management and other to get buy-in, quick wins

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Reason 1 (x occurrences)Reason 2 (y occurrences)

Why Why

• Verify quick wins, now do it again

• And again• And again• Until we show

them how to do it themselves

• Lean Leadership Gemba

Why

Describe the current performance

Describe the impact certain activities should have

Where will be see the impact? (project & business KPIs)

Results Plan

• Now we have motion, we need to keep it going so plan a way to just do it!

Why

Why



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Do: well first few times were not fun!


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We planned, we went, we saw, we drew, we talked

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Results of first few PDCA cycles

• No owner over processes • Weak quality of data and documentation• Constant conflicts• Poor SLAs and KPIs• Lean team confused• Not enough learning• Perception of Lean team = FUN Fire Us Now



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Along came Oobeya!!!


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When I saw this!

Though I wish there had been the Master Class last year!!!


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Oobeya Room

Source: Oobeya – Next Generation of Fast Product Development


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New way to talk & learnCAP-Do

Check My target is, I am on/off plan, my issues are, my approach will be, plan b if that does nor work

Act This is what I have done and accomplished

Plan I saw this or learned that (AH HA!!!) and now I know I need to …

Do Today, tomorrow, (say action and expected result)

Show others Listen, Learn, Share, Compare, Lean Leadership, mentoring….

Source: Oobeya – Next Generation of Fast Product Development



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ITIL+Lean IT+Oobeya+Gemba = new strategy


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Basic activities - VISUALISEStatic part serves as a reminder and also support during discussions with others:


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Doing the Gemba


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GEMBA – Learn!Dynamic part – serves as a platform for weekly planning meetings and daily start-ups:

scope/timeline, team ground rules & parking lot, AD, STMPs, RACI and progress tracking



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So what happened!


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From: New Joiner ProcessDiscovery: over approved, role mis-match, lack of inventory, waiting


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HR IT

To: Work First Day in 4 countries


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From: Bad data and Re-Work

Sprint surveys


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To: Right First Time

Results achieved

Number of correct tickets on blue

0% 20% 40% 60% 80% 100%

March

April

May

June

+20 hours month in ITShorter Incidents


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From: Old Provisioning Process

Had more interest, as after all the CIO had a hat to eat!

Light Green is waste


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To: New Integrated Provisioning

Provision Dev/Test environments:Virtual < 1 hourPhysical < 1 day

Service CatalogueLess inventory

Time To Market reduced


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The CIO did eat his Hat


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The Story Continues

HR Process added Movers and Leavers: 3-500 per month impacted

IT Processes that made sense: €50m in 18 months and months of freed

time to innovate

Use of Lean extended across bank with CIO as champion!

ON TARGET FOR 20% IMPROVEMENT COST-INCOME WITHIN

3 YEARS WITH SUSTAINED GROWTH OF 5%

ANNUALLY USING INTERNAL COACHES


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Call to Action!• Your Service Desk knows all:

The good The bad The Voice of the Customer The Voice of IT

• Empower them to drive change• Give them a place to work (Oobeya)• Tools & Training• Then brag the results!!!


34Service Desk Driving Change – Daniel Breston



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service desk – voc, the heart of lean in it by daniel breston

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