DOES14 - Courtney Kissler - Nordstrom - Transforming to a Culture of Continuous Improvement
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Courtney Kissler, Vice President of E-Commerce and Store Technologies, Nordstrom Link to video: https://www.youtube.com/watch?v=0ZAcsrZBSlo We started our technology transformation about 2 years ago. It started with a move to “agile”. I’d love to share what we learned from the experience and where we are on that journey. We went from agile transformation to focusing on a leadership development program (which then became an exercise in defining our culture) to a technology strategy story which includes creating a culture of continuous improvement. We have varying maturity levels within our organization. I’d like to share our customer mobile story as a case study in CD/DevOps and continuous flow. I can also share where other teams are at and how we’ve approached the challenge. Scaling this is another challenge we are currently discussing. I can share our plans for how we are approaching it and what we have learned so far.
Transcript of DOES14 - Courtney Kissler - Nordstrom - Transforming to a Culture of Continuous Improvement
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• 63,000 employees (1,800 technology)
• $12.5B in revenue
3
.com
CUSTOMER
CUSTOMER
.com
Context: Our Business & Technology ChallengeOur business ambitions have dramatically increased in terms of complexity, scale & speed and technology is increasingly critical in all parts of our business
Technology as The Key Enabler
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Quality & Throughput
June 13 Sep 13 Dec 13 Mar 14 June 14
BugsFeatures per month
Sep 14
Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec
Release 1
Release 2
= BEFORE
= NOW
RESULTS: DEPLOYMENT/RELEASE FREQUENCY
STORY: RESTAURANT RE-CONCEPTS
Some context:• 11 re-concepts completed in 2013• 44 planned in 2014• 30+ high impacting incidents in 2
months
Business leader phone call – “you need to triple the size of your team….”My response – “that’s one way to solve it….”
RESULTS: RESTAURANT CONTINUOUS IMPROVEMENT
What I want to leave you with….
• PEOPLE - #1 asset
• Everything we build should be about the customer – ask ourselves “would the customer value that?”
• Passionate belief in continuous improvement as a critical component of how we get work done in the future – need to create a learning culture
• Be persistent….”keep going”
• Leaders HAVE to evolve
If I could wave a magic wand, every leader in the organization would….
• Honor Reality
• Become a student - Go & See
• Become a teacher – Learning Culture
• Problem Solving• Improvement Kata
• Lead by Example (actions matching words)
• Ask Why and Articulate Why
I could use help with….
• Measurement, specifically throughput
• Case studies
• Stories (good & bad)
QUESTIONS?
