duvan luong, ph.d. operational excellence networks

Duvan Luong, Ph.D.Operational Excellence Networks

Contents copyright © Operational Excellence Networks 2012

Who are Our Customers?

3/27/2012

Implementer/TechnicalIndividual

Contributors

Staffs andProgram/

ProjectManagers

OrganizationExecutives

2


What can keep Our Customers stay awake at night?

3/27/2012

UnsuccessfulBusiness

Operations

Program andProject

Failures

Product Generation ,

Releaseand Support

Un-excellence

3


What are Our “Executive” Customer Expectations?

3/27/2012

BusinessManagement

GOODNESS

COST/BENEFIT TIMELINESS

• Product Functionality• Product and Service Quality• Customer Satisfaction• Employee Satisfaction• ….

• Development & Release Cost• Rework Cost• Revenue Generation Potential• Market Share• …..

• Cycle time• Time to Market• …..

4


What are Our “Program/Project Manager” Customer Expectations?

3/27/2012

Program/Project

Management

SCOPE

RESOURCE SCHEDULE

• Specific• Measurable• Attainable

• Sufficient• Available when needed• Fit to overall business investment strategy

• Realistic• Achievable• Support overall business plan/strategy

• Realizable• Testable• Support overall business objectives

5


What are Our “Implementer” Customer Expectations?

3/27/2012

ProductGeneration,Release and

Support

INNOVATIONS

EFFICIENCY EFFECTIVENESS• “Do things right” to optimize cost of development and release, eliminate rework, reduce cycle time, improve time-to-market

• “Do the right things” to achieve the set objectives

• Product Innovations• Process Innovations

6


What can stop Our Customers from achieving their Expectations?

3/27/2012

We are not making progress toward the set objectives! - Goodness – Timeliness - Cost/benefit

We are not achieving the project set objectives! - Scope – Schedule - Resource

We are not innovated, nor very effective, nor very efficient!

Program and Project Management

Business Management

Product Generation, Release and Support

7


Questions for the Achieving of Objectives

3/27/2012

Are We making progress toward the set business objectives?- Goodness - Timeliness - Cost/benefit

Are We achieving the set objectives for the project?- Scope - Schedule - Resource

- Ideas - Feasibility study - Project planning - Implementation - Validation - Release - SupportLife cycle architecture

- Requirement - Analysis - Architect - Design - Implementation - Test - Documentation - Release - SupportDevelopment and release process

- Templates - Checklists - Examples - Procedures - How-to - Handbook - Hand-holding - Partnership - PilotGuidelines and practices


Business Management

Product Generation, Release and SupportCan We capitalize on the following organization capability elements to fulfill the set objectives?

-

8


What do Our Customers need to achieve their Objectives?

3/27/2012

Business Success

• Scope• Schedule• Resource

• Goodness• Timeliness• Cost/benefit

• Innovation• Effectiveness• Efficiency


Business Management


Operational Excellence“The achievement for the good work the company does

to fulfill the desired objectives for the delivery of products and services that satisfied customers; and

the ability to continuously improve the work by make it faster, cheaper, better, and more productive; that will assure the success of the company - each time, every

time, all the time”

9

Customer Delight


Customer Focus Areas for Operational Excellence

3/27/2012

• Clearly defined organization vision, mission, objectives for products/services:• Functionality, quality, customer satisfaction• Time to market, cycle time• Cost of development/support, cost of rework, market shares, . . .

• Simple, strongly focused management review process to• Review the organization progress in meeting set objectives• Communicate the progress status• Provide supports, . . .

• Clearly defined objectives, roles and responsibilities, tasks• Realistic schedule• Accurate resource requirements planning and tracking• Risk management• Progress tracking and reporting, . . .

• Work as team• Innovative ideas• Clearly defined processes• Leverage industry best practices• Effective and efficient execution• Measure and feedback for continuous improvement, . . .


Business Management


10


Enablers for Operational Excellence

3/27/2012

Visioning, HOSHIN, Metrics (GQM), Change Management, Core Competency Planning, Business Planning, Life cycle Decision Making Process, Quality Review, Organization Improvement, Team building, Process Assessment, Customer Satisfaction, .....

Life cycle development and release process, Decision making process, Project Planning, Project Tracking, Schedule and Resource Estimation, Product Release decision, Quality Planning, Metrics (GQM), Failure Analysis (FA/RCA), Process Assessment, Integrating customer satisfaction, security, performance into the life cycle, .....

Requirements gathering and analysis, Architecture, Design, Coding, Test Planning, Test design and execution, Inspection, Test results analysis, FA/RCA, Post Mortem, Continuous improvement, partnership, defect prevention, rework reduction, .....

Product Generation , Release

and Support

Program andProject

Management

BusinessManagement

Operational Area Enablers

11

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