How Can You Continuously Improve Your IT Using Kaizen?
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Transcript of How Can You Continuously Improve Your IT Using Kaizen?
How Can You Continuously Improve Your IT Using Kaizen?
LITAExecutive WebinarJune 8, 2016
WELCOME!
Host and Presenter
Deborah BurtonMember Marketing TeamLean IT Association (LITA)
Channel Marketing ManagerITpreneurs
LITA - Pioneering a Global Standard for Lean IT Education & Certification
● Lean IT Association (LITA) is a non-profit organization founded by three Accredited Training Organizations (ATOs) - ITpreneurs, Pink Elephant, Quint Wellington Redwood and three Examination Institutes (EIs) - APMG, EXIN, PEOPLECERT International Ltd. To realize its broader purpose LITA aims to provide:
● An industry-standard set of Lean IT reference materials and other resources for practitioner organizations to use;
● An certification scheme aimed at practitioner organizations looking to adopt Lean IT principles in the IT Service development and operations department as well as professionals that want to be certified in Lean IT on various levels.
Today's Guest Presenter
Niels Loader, Principal Consultant, Quint Wellington Redwood, Content Board Lead, Lean IT Association, Chief Examiner Lean IT, APMG
● IT Service Management● IT Performance Improvement● Lean IT● DevOps
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How Can You Continuously Improve your IT using Kaizen?
About Quint Wellington Redwood
• Independent Management Consulting Firm
• Established in 1992 in Amsterdam
• More than 250 consultants globally
• Operations covering 49 countries
• Core business: Sourcing, Architecture, Governance,
• Lean IT, Service Management & DevOps
• Listed as Top Global Advisor on Sourcing & Governance
• Trendsetter in Service Management, Lean IT & DevOps
Today's Agenda
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ObjectiveUnderstand how to successfully start building a culture of continuous improvement in your IT organization.
1. The importance of continuous improvement for IT
2. The power of standardized problem-solving
3. Improving the effectiveness of ITIL Problem Management
4. Continuously improving IT – the realities
5. Pitfalls for those looking for “continuous improvement”
Deborah Burton
[email protected], Please covert slides # 10-28 into LITA format.
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The Good News …
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Traditional
▪ Problems are not welcome▪ Positive story is better than a problem▪ Problems are ignored▪ Problems are polished over
Lean
▪ Problems are fully accepted▪ Problems are opportunities▪ Problems are challenges▪ Solving is improving
Continuous Improvement Starts with Learning to Love Problems
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Why Do You Need Continuous Improvement?
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Continuous improvement is about solving problems.Every day, everyone, everywhere.
Kai means CHANGE
Zen means FOR THE BETTER
What is Kaizen?
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Daily Kaizen
▪ Related to the kaizen mindset ▪ Continuously looking for improvements ▪ Being constantly alert to issues that need to be addressed directly
Improvement Kaizen
▪ Improvement Kaizen is about bringing together a group of people who have an interest in having a particular problem solved, and getting them to solve this problem
The Two Bits of Continuous Improvement
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Seeing and prioritizing problems
Be truly prepared to: ▪ uncover problems ▪ accept them as a part of daily life ▪ initiate action to identify the problems that most need solving
Solving problems
Be prepared to: ▪ invest time and other resources ▪ understand the root causes of problems ▪ resolve problems completely
Be driven to:▪ share the lessons learned with others in the IT
organization, so they may benefit from it
Sharing lessons learned
Kaizen Mindset
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▪ Kaizen includes a structured problem solving approach, with important characteristics as an ambitious goal, short period of time and a high quality of the team.
▪ This method contributes to purposeful continuous improvement into any IT organization
Purpose of a Kaizen
▪ Finding root causes▪ Solve root causes▪ A continuous improvement mindset▪ Problems don’t come back
Results of a Kaizen
▪ Facts and figures about the problem▪ Elimination of waste▪ Standardization▪ A solved problem
Improvement Kaizen
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Situation● IT changes rapidly, resulting in new situations; ● New situations generate new incidents and new problems;● Also disruptions to existing IT services.
Problem● Incident: disruption or degradation of IT service;● Problem: the cause of one or more incidents;● DMAIC compatible with the Problem Management process.
Problem Management● One of the core operational IT processes, with two parts: ● - Uncovering the root cause of incidents;● - Removing the Problem from the IT service infrastructure.
Kaizen and IT: Problem Management
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Making a checklist of all the operational tasks that have to be performed at the
beginning of each day. When placed on a wall, this is the first thing you see at the
beginning of the day
Writing a script for installing software on new laptops. Or when connected to an
office network this can be done automatically
Writing down the different definitions of work such as incidents, changes and
problems, to create a common understanding
Share new ways of doing the work at the Daily standup
Daily Kaizen within IT
Daily Kaizen within an IT Organization
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What’s It Really Like?
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1 Understand daily Kaizen
● Developing a Daily Kaizen mindset as a Lean IT Leader● Coaching others to develop the Daily Kaizen mindset and teach the Kaizen technique
2Develop teams by practicing daily routines
● Monitoring standards● Rapid problem solving to return performance to the standard● Identifying potential improvements to the standard● Problem solving in order to raise the standard
3● Creating a positive feedback loop that promotes culture change ● Performance review at local team boards to engage people’s creativity
Make practices become habit
4 ● Make sure that new energy is added to the system, not doing the work directly, and fostering Daily Kaizen
Support daily Kaizen
Daily Kaizen Practical Routines for the Lean IT Leader
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Define ● Describe symptoms and define the problem● Ensure stakeholders agree on scope of problem
Measure ● Collect data and facts about the problem● Validate the data
Analyze● Analyze and structure the data ● Define and test hypotheses regarding the problem
Improve ● Define alternative solutions ● Decide on and implement improvements
Control ● Anchor the change in the organization● Share lessons learned
Improvement Kaizen for the more difficult problems
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objectives for the weekperformance and progress
week board
day board
improvement boardimprovement
initiatives
improvement
initiatives
Kaizen events and improvement actionsKaizen progress and results
60 min. week start 15 min. day start
Use Visual Infrastructure to reinforce Continuous Improvement
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How Can You Continuously Improve your IT using Kaizen?
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● Expecting instant results
● Not making enough time available
● Letting a kaizen drag on for too long
● Jumping to conclusions
● Not getting the right people in the room
● Lack of sponsorship
● Management does not get involved
● Short-cutting the methodology
Pitfalls?
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Add energy to the system
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1
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One of the core misunderstandings of Kaizen is how daily it is
Fight the perception that there is not much room left for improvement
Advertize how people are improving
The key to continuous improvement
StIImprovement Potential y counting your blessings
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Improve
LITA Supports Four Distinct Certifications
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Contact Us
Niels LoaderPrincipal Consultant Quint Wellington Redwood, LITA Lead Author Courseware Development
Deborah BurtonMember Marketing TeamLean IT Association (LITA)
Contact Us
Niels LoaderPrincipal Consultant Quint Wellington Redwood, LITA Lead Author Courseware Development
Deborah BurtonMember Marketing TeamLean IT Association (LITA)
Experience Lean IT in Action
We believe that “Lean Thinking” should be an integral part of every Enterprise IT organization and also every IT professional’s toolkit.
Lean thinking is about understanding how to assess business processes, to identify and eliminate waste. Today, many IT professionals stakeholders from cross-functional areas -operational, tactical and strategic — have or are planning to get certified in Lean IT with the objective of reducing waste and improving efficiency.
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