value stream operations: inrix quality journey · current state value stream state • chartered a...
TRANSCRIPT
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Value Stream Operations: INRIX Quality Journey
Nadeem SaeedVP of Quality
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Agenda
• Who Am I?
• Who is INRIX?
• June 2016 – State of Affairs
• Defintion of ‘Value’ from customer perspective
• Turn Around Plan: An INRIX journey into Excellence
• Results
• Wrap Up
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Who Am I?
Lived in 6 countriesManaged team worldwideEngineering & Customer LeaderCertified Motorola SW MBB
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Who am I?• Experienced leader in setting up, scaling and leading global operations
delivering hardware and software products and services in high volume, high quality environments.
• With Honeywell, Motorola, Microsoft and INRIX, led engineering and operational teams for category leading software and systems offerings that are being used in retail, logistics, healthcare, enterprise, government and consumer sectors.
• Senior technology executive with extensive experience leading major operational and business improvements in the mobile, wireless, infrastructure and enterprise software spaces.
• Based in the US, Europe and AsiaPac, focused on setting up large off-shore operations.
• For past 10 years effectively used Quality as a strategy, to enhance portfolio differentiation, optimize efficiency, while building and growing globally distributed teams.
• Motorola certified Six Sigma Master Black Belt with extensive knowledge in Design for Six Sigma, DMAIC and Lean methodologies.
• Led integration teams during medium to large scale M&A activities at Motorola and Microsoft.
• Hold a Masters in Computer Science degree
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Who is INRIX?
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Smart Cities
& Enterprise
INRIX Mission
Improving Transportation Worldwide by Connecting Every Car & City
Connected &
Autonomous Vehicles
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Movement Today & TomorrowTechnology is fundamentally reinventing transportation, creating a unique opportunity
Smarter
Transportation
IoT Sustainability
Use of Big Data for Decision Making
Urbanization AnalyticsAutonomous Connected Electric
Transformation of Automotive Industry
Shared The convergence of
the connected car
and smart cities
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Our 450+ Customers Are Leaders in Their Industries A proven track record of applying insight and intelligence to move people, cities and businesses forward
Automotive Public Sector Enterprise Mobile & Media
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June 2016 – State
of Affairs
9
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10 Confidential & proprietary
June 2016 – INRIX State of Quality Affairs
• Acted like a startup
• Solid customer base
• Embraced ‘Quality’ and ‘Customer Focus’ as core values
• Agile development
• DevOps / 24x7x365 operations
• Long multi-years contracts with detailed requirements / SLA built in
• Focus on Quality after product launch
• Siloed functional operations
SalesProduct
ManagementDev and
EngineeringOperations
Customer Support
Quality Focus
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Defintion of
‘Value’ from
customer
perspective
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Customer ‘Value’
• Near Realtime Data
• High Availability
• High Reliability
• High geographic global coverage
• Quick Time to resolve issues
INRIX Confidential12
Customer ‘Value’ gap = Time to resolve issues
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Turn Around Plan:
An INRIX journey
into Excellence
INRIX Confidential13
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14 Confidential & proprietary
Turn Around Change Management / Institutionalization
Guiding Principles
Guiding Principles
Guiding Principles
Guiding Principles
Guiding Principles
Norms that define the right processes
Values that drive the right behaviors
Objectives Objectives Objectives Objectives
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15 Confidential & proprietary
INRIX Mission
and Culture
Quality Policy
and Goals
Improving transportation worldwide by connecting every car and city
Passion
Quality is a focus of everything we do. It is how our customers measure us, and often why they pick our products over other alternatives.
The people who work here understand that all INRIX employees impact the quality of our products and services either directly or
indirectly.
Customer
FocusQuality
Global
MindsetCollaborative Innovative
It is the Policy of INRIX to continually improve our solutions, products and services to maintain high satisfaction with our global
customers.
All INRIX employees are responsible for:
• Ensuring we understand our customers’ expectations
• Meeting our customer and regulatory commitments
• Innovating and collaborating on continuous improvements
• Supporting the Quality Management System
Compliance with standards
that matter to our customers
Meet our promises to
customers by achieving
Service Level Commitments
Agile systems and processes
that are scalable to the
capacity needs of our
customers
Strong customer loyalty for
INRIX solutions, products
and services
AccountabilityTransparency
& TrustFamilyUrgency
Quality
ObjectivesISO 9001 Certification
Meet or exceed 100% of SLA
commitments
50% Improvement in the
time to resolve problems100% Customer renewal
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16 Confidential & proprietary
Turn Around Change Management / Institutionalization
Customer Obsession Focused Few Data, Data,
and DataEngage
EveryoneLean and
Integrated
SalesProduct
ManagementDev and
EngineeringOperations
Customer Support
Proactive RepeatableCustomer Value InnovationBroad Impact Community-based
ISO 9001 CertificationMeet or exceed 100% of
SLA commitments
50% Improvement in the
time to resolve problems100% Customer renewal
Quality Focus
Quality Award
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What Is Value Stream Analysis?
Planning tool to eliminate non-value add waste from customer
perspective – permanently!
17
+ + =
Current State Value Stream State
• Chartered a cross functional team consisting of Sales, Product management, Development and Engineering, SaaS Services,
Customer Support, Legal
• Conducted three sessions
• Session 1: Define current state and identify waste
• Session 2: Ideas on removing waste and propose new state
• Session 3: Finalize roll-out plan with owners and responsibilities
• Relentless Execution
Customer
Value
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18 Confidential & proprietary
Customer Obsession: Mapping End to End Process
18Continuous Improvement
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Lean and Integrated: Relentless Execution
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
19
SaaS Production Reviews
Root Cause Council
Loss Reviews
Proposal Reviews
Extended Business Reviews
Business Reviews
OKRs Q Q Q Q
M M M M M M M M
Q Q Q Q
W W W W W W W WW W W W
W W W W W W W WW W W W
W W W W W W W WW W W W
W W W W W W W WW W W W
New
LEGENDS
Weekly
Monthly
Quarterly
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20
Engage Everyone!
• Best way to change is when others think it is their idea
• Make customer ‘value’ visible
• Use performance governance: Objectives and Key Results (OKRs)
• Positive Peer Pressure: Quality Award
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Engage Everyone! Driving Right Behaviors through Quality Award
• Purpose: to advance best practices and promote a culture of Quality, the award will be given to
recognize work/actions/behaviors that resulted in enhanced quality of INRIX products.
• The Award: The recipient will be publicly recognized at the company meeting and presented with a
individual engraved award
• Eligibility: Any individual, group, or team globally at INRIX who enhanced quality within the quarter. The
same exact group may not receive the award more than once in a 6-month period.
• Nomination: Peer nomination via survey monkey
• Evaluation criteria: The work being nominated will be evaluated based on the following criteria:
Proactive, Repeatable, Substantive initiative, Value, Innovation, Broad Impact, Community-based
• Judging: By award committee based on evaluation criteria
• Intra-departmental Award Committee: HR, Engineering, Marketing, Products, Quality, Innovation, Sales,
Winner from last quarter
21
A quarterly award recognizing contributions to enhanced quality at INRIX
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ISO 9001:2015
22
Quality Policy & Quality Objectives
ISO Framework introduced in Mar 2017
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What is ISO 9001?
It’s the most recognized international standard for Quality.
• Internationally recognized
• Demonstrates a commitment to Quality
• Most companies require supplier to be certified
• Sales and Marketing tool
• RFQ/RFI necessity
• Assists with process integration
• Flexible (nonprescriptive)
• Intended for small or large organizations
• Any sector
23
BenefitsWhy Now?
• Differentiates us from other
competitors
• RFQ/RFI necessity
• INRIX has contractual
obligation to be ISO 9001
certified
• Customers demand it
• Builds foundation for future
growth
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Awareness Campaign• Fun activities
• Pop quizzes
• Caricature
• Emails
• Free food (Popcorns, Donuts, Ice
cream machine
• Happy hours
• T-shirts
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ISO 9001:2015 Status Update
25
Highlights
• Internal Audit Complete
• Stage 1 External Audit Complete
• Only minor issues discovered
• Stage 2 External Audit Passed
“This small-ish organization has a mature approach to quality and customer satisfaction. There is a distinct and promoted
corporate culture that is focused on results. As per procedure, no findings were documented, but a list of OFIs was
provided. Overall, the quality management system is headed in the right direction. Certification should not be an issue
and continuous improvement is well established.”-Nancy Pasquan, Stage 1 Audit Report
We Passed Stage 2
Stage 1 Executive Summary
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September 22, 2017 INRIX successfully
completed stage 2 audit for ISO9001:2015
0 major findings and
0 minor findings
Certificate is being processed and on its way
"The teams we interviewed were all ‘proud’ to show their information...."
We did this 3
months ahead of
revised schedule!
Way to Go!
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Conclusion
27
Tying it all together
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In Conclusion: Value Stream Operations
28
Customer Obsession
Put Customer in the center of everything you do
Focused Few
Be specific and deliberate about what really matters
Data, Data and Data
Do what you measure and measure what you do
Engage Everyone!
Drive change selflessly
Lean and Integrated
Think and act Lean
Value Stream Operations