delivering value through high maturity 3rd international...
TRANSCRIPT
Confidential | Copyright © Larsen & Toubro Infotech Ltd.
September 07, 2012
Delivering Value through High
Maturity
3rd International Colloquium on
High Maturity Best Practices (2012)
• Customer Perspective
• Demand for retaining same resources for a long time
• Year on year improvement in productivity
• Management Perspective
• Increase profitability
• Release of senior resources for new upcoming prospects
• Team Perspective
• Motivation and retention of the team
Typical Scenario in Long Running
Engagements
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Expectations
Rotation of resources without impacting customer
satisfaction
Key Challenge
• Critical billing application for a key customer
• Part of an engagement running for last 7 years
• Critical success factor - On time delivery
• Sudden ramp up of resources
• Missed deadline or Fire fighting to meet deadlines
• Impact on customer satisfaction
• Huge Variation in Productivity
• Difficulty in work load-balancing between old & new resources
Typical Maintenance Project : A Case Study
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Problem faced during resource rotation and ramp-up
Project Overview/Background
• Analysis of work items : Study of pattern
• Analysis of customer feedback
• Analysis of high variation in productivity
Typical Maintenance Project : A Case Study
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Approach to address the problems faced
Need to Analyze further
Two patterns observed
-> One group of Data points clustered around mean
-> Other group of Data points had high variation
Statistical Monitoring – Variation in Productivity
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Effort per Complexity Points (EPCP) plotted in control charts
using Project baselines
Analysis of the scenario
UCL, 0.7107
LCL, 0.322
Mean, 0.5164
USL, 0.73
LSL, 0.325
Pattern of work items
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Analysis of work item pattern
Work items classified into two categories
• Repetitive
• Non Repetitive
Pattern Analysis
• Two Baselines derived for new stratifications Baselines
• Hypothesis test to identify difference
between productivity of two stratifications
• No significant difference between
Repetitive & Non Repetitive
Hypothesis Test
• Reject this stratification of
work items
• Continue using initial Project
Baselines
Decision
Further Analysis of the problem
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Further
Analysis
• Few Data points close to Upper Control Limit (UCL)
• High variation in productivity
• Work items with low productivity executed by new resources
• Certainty level for completing the work items on time was low (33%)
Stratification based on resources
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Based on pattern in control charts, two new
stratifications were identified:
• Old Resources
• Newly joined Resources
Pattern Analysis
• Two Baselines derived for new stratifications Baselines
• Hypothesis test proved significant
difference between the datasets of
productivity of ‘Old resources’ and ‘Newly
joined resources’
Hypothesis Test
• Productivity for new and old
resources is significantly different
• Need to improve productivity of
new resources
Conclusion
Trigger for Causal Analysis & Resolution (CAR)
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Fish Bone Analysis
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Root Causes Identified
Causes and Corrective/Preventive Actions
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Knowledge Transition Plan not comprehensive enough to cover
all functional and technical aspects
• Update Knowledge Transition plan
• Enhance Knowledge Capture Document
Successful completion of Knowledge Transition not ensured
• Introduce Certification process to ensure successful and
effective completion of Knowledge Transfer
• Periodic tests of newly joined resources on completion of
Knowledge Transition milestones
Time Constraint for Knowledge Transition & Training
• Develop E-learning capsules
• Recording of KT sessions
• Plan for on-job training
Effectiveness Analysis - Results
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Conclusion
• Statistical analysis done for data points after implementing
actions derived from CAR
• Hypothesis test (Kruskal Wallis Test) for EPCP of two
scenarios (before and after implementation of CAR) shows
significant improvement
Quantitative
Improvements
• 14% improvement in total PDLC productivity
• Increased certainty level of completing the work
items within the estimated timeframe from 33% to
72%
Benefits
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Benefits to Customer
• Increased productivity which resulted into cost saving of $12K in
6 months timeframe
• Consistent On-time delivery
• Increased Customer Satisfaction Index (from 3.9 to 4.8 )
• Transformed from one of the vendors to preferred partner
Benefits to project
• Quick and effective ramp-up of resources
• Improved project profitability
• Confidence and morale boosting to the team after receiving various
• awards and appreciations from customer
Benefits to Organization
• A role model for other long term engagements facing similar challenges
• A key differentiator for awarding many more business from the same
customer
Contact Information
Madhavi Tipnis
– Software Quality Analyst, Quality Group, L&T Infotech
– Phone: Desk - 022-67952194
Pallavi Choudhary
– Senior Manager, Quality Group, L&T Infotech
– Phone: Desk – 022 – 67952813
Website : www.lntinfotech.com
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Thank You
Our Business Knowledge,
Your Winning Edge.