Applying TSP for Applying TSP for Services: Services: Seven Key - - PowerPoint PPT Presentation

▶
applying tsp for applying tsp for services services
SMART_READER_LITE
LIVE PREVIEW

Applying TSP for Applying TSP for Services: Services: Seven Key - - PowerPoint PPT Presentation

Oct 26, 2023 515 likes •748 views

Applying TSP for Applying TSP for Services: Services: Seven Key Lessons Seven Key Lessons Seven Key Lessons Seven Key Lessons Learned Learned Oscar Mondragn Oscar Mondragn Alan Willett Alan Willett TSP Symposium TSP Symposium

slide-1
SLIDE 1

Applying TSP for Applying TSP for Services:

Seven Key Lessons

Services:

Seven Key Lessons Seven Key Lessons Learned Seven Key Lessons Learned

Oscar Mondragón Alan Willett Oscar Mondragón Alan Willett

TSP Symposium September 2011 TSP Symposium September 2011

1

September, 2011 Atlanta GA, USA September, 2011 Atlanta GA, USA

slide-2
SLIDE 2

Applying TSP for Services

The Impetus The Impetus

What inspired this presentation? Coaching of Services is Different! This presentation is a summary of the 7 key This presentation is a summary of the 7 key things we learned! But first, what is “services”?

TSP Symposium 2011 Atlanta 2

slide-3
SLIDE 3

Applying TSP for Services

Services Services

[CMMI SVC O i ]

TSP Symposium 2011 Atlanta 3

[CMMI SVC Overview]

slide-4
SLIDE 4

Applying TSP for Services

Understanding the Service System Understanding the Service System

  • An integrated and interdependent

combination of component combination of component resources that satisfies service requirements.

  • work products,
  • processes
  • processes,
  • facilities,
  • tools,
  • consumables, and
  • human resources.

TSP Symposium 2011 Atlanta 4

slide-5
SLIDE 5

Applying TSP for Services

Motivating Management Goals Motivating Management Goals

Caution!

  • Our experience shows services groups

– Typically are a group of individuals (not a team) D t h li it t f l d – Do not share any explicit set of goals and measures – Often all the stakeholders are not clear – Sometimes the stakeholders are not motivated for improvement – Managers have a challenge articulating goals – Have challenges with data privacy

  • The challenge is getting unifying goals that motivate both

management and the team!

TSP Symposium 2011 Atlanta 5

slide-6
SLIDE 6

Applying TSP for Services

Motivating Management Goals Motivating Management Goals

Advice

  • take more time on launch preparation

Example Goals

take more time on launch preparation

  • Get the true stakeholders

– Who does the team leader report to? Wh d th t l d t th

Example Goals

  • Decrease time

between Problem Call and R l ti

– Who does the team leader get the most phone calls / emails from? – Is the identified stakeholder impacted b h ll l th t d ?

Resolution

  • Tell the story with

Data

  • Do Good Work

by how well or poorly the team does?

  • Be prepared to ask lots of questions to

help determine the unifying goals

  • Decrease

complaint phone calls to Manager Make commitments

– How are you impacted? – What are your wishes? – Explain what and how things have

  • Make commitments

you can keep

p g gone wrong in the past.

TSP Symposium 2011 Atlanta 6

slide-7
SLIDE 7

Applying TSP for Services

Customizing Role Managers Customizing Role Managers

The role specification provide guidance for l filli th i i i l ibiliti people filling their principal responsibilities Caution! Caution!

– specialized for software development  F ti l i t l – For your particular service, are current roles:

  • Satisfactory?
  • Required?

What roles are needed

TSP Symposium 2011 Atlanta 7

to manage a service?

slide-8
SLIDE 8

Applying TSP for Services

Customizing Role Managers Customizing Role Managers

EXAMPLE

TSP Role Managers Reviewed for Services Customer Interface Modify New TSP Services Role Managers Service Level Agreement y Design Canceled Implementation Canceled / Modify C Se ce e e g ee e Capability & Availability Supplier Agreement Test Canceled Planning Modify Quality Modify y y Process Modify Support Modify Advice

  • May varies for each service type
  • Customize each service type

TSP Symposium 2011 Atlanta 8

slide-9
SLIDE 9

Applying TSP for Services

Managing a Service Organization Managing a Service Organization

Caution! Identify the appropriate level for t management

What makes sense to manage?

  • A service

(a customer call)

  • A set of services

(calls per period)

  • The service system

(call service system)

Advice Advice * May change for each service type * Consider the length and the impact

TSP Symposium 2011 Atlanta 9

g p

  • f a single service delivery
slide-10
SLIDE 10

Applying TSP for Services

Managing a Service Organization Managing a Service Organization

Caution! What are you going to ? manage? Advice: Understand the service, metrics and characteristics metrics and characteristics. Determine:

  • What the project is
  • What the project is

– A service delivery vs. all of them

  • What the cycle is

What the cycle is

  • What the process is
  • What the metrics are (EV?)
  • What the quality plan is

TSP Symposium 2011 Atlanta 10

slide-11
SLIDE 11

Applying TSP for Services

Managing Firefighter Teams Managing Firefighter Teams

Caution!

There is a myth that a firefighter department cannot plan their work l d ( i t t )

  • load. (service teams too)

– I cannot predict my daily load; W t k – We cannot know:

  • who is calling today
  • the nature of the call

The nature of my work is unpredictable

TSP Symposium 2011 Atlanta 11

The nature of my work is unpredictable

slide-12
SLIDE 12

Applying TSP for Services

Managing Firefighter Teams Managing Firefighter Teams

Advice: Understand the service system

– Analyze historic data and identify:

  • Work load for each service
  • Turn around of the service
  • Resource capability and availability
  • Continuous or sporadic delivery

– Mayor achievements: y

  • Work as a team
  • Reduce turn around time
  • Load balance and life balance

TSP Symposium 2011 Atlanta 12

slide-13
SLIDE 13

Applying TSP for Services

Motivating Ownership of Quality Motivating Ownership of Quality

Caution! Th i ti ’ d fi iti f lit ft The organization’s definition of quality often does not apply to day to day work. E l t d t d Employees may not understand how to deliver high quality services

Will NOT be trained in PSP and thus NOT – have personal measures of quality – Understand cost of quality – Understand cost of quality – Have internalized the responsibility for quality

TSP Symposium 2011 Atlanta 13

slide-14
SLIDE 14

Applying TSP for Services

Motivating Ownership of Quality Motivating Ownership of Quality

Advice: Requires extra coaching

D fi h t lit t th – Define what quality means to them – Define quality goals – Elaborate a personal definition of quality Elaborate a personal definition of quality – Define quality metrics

C h h Coach the team:

– To own quality Change the focus from – Change the focus from

  • Incident resolution

 Incident prevention p

TSP Symposium 2011 Atlanta 14

slide-15
SLIDE 15

Applying TSP for Services

Process evolution Process evolution

Caution! Meeting 3 will take looonger.

F t l t th i iti l l h i h i

  • For at least the initial launch, our experience shows services groups

–

  • ften have a “process flow” that does not match how they do the work

– work as individuals in different ways – do not have experience in defining a detailed process that has – do not have experience in defining a detailed process that has

  • the right level of abstraction
  • a useful, useable measurement framework
  • The impacts of this are

– looong meeting 3 when defining the process – a process that is too detailed and not useable in planning and tracking a frustrated team – a frustrated team

  • Yet, getting a good agreed to defined process is the biggest opportunity for

service teams! service teams!

TSP Symposium 2011 Atlanta 15

slide-16
SLIDE 16

Applying TSP for Services

Process evolution Process evolution

Advice

  • On day 1, let the team go in great detailed

Fundamentals! y , g g discussion filling a white board and flip charts

  • During the break between day 1 and start of

day 2, work with the process manager to build bl f th d t il Fundamentals!

  • Think PSP0
  • Read PSP Chapter

a usable process from the details.

  • This can produce

– a nice abstracted process Ch kli p 13 again and again – Checklists – A great start

  • Think PSP 0

– If there is not a clear process, record time and make lots of notes in the comment field A process will emerge! – A process will emerge!

TSP Symposium 2011 Atlanta 16

slide-17
SLIDE 17

Applying TSP for Services

Improvement will Happen Improvement will Happen

  • Caution! This can be Frustrating!
  • Advice

– Be patient – Be helpful – Be persistent p – Short cycle such that there is quicker time between

  • Checkpoint
  • PM
  • Relaunch

Relaunch

TSP Symposium 2011 Atlanta 17

slide-18
SLIDE 18

Applying TSP for Services

The 7 Key Lessons The 7 Key Lessons

  • Help management create motiving unifying goals
  • Customize role managers to fit the service
  • Managing a service team with data that works for the

g g team!

  • Firefighting teams can use data to predict and manage.

g g p g

  • Motivate ownership of quality

N t th t t l th i

  • Nurture the team to evolve their processes
  • Have Patience …but push it…. Improvement will happen

TSP Symposium 2011 Atlanta 18

slide-19
SLIDE 19

Applying TSP for Services 19 Guadalajara, México CIISA 2011

slide-20
SLIDE 20

Applying TSP for Services

One Last Thing One Last Thing

We learned that services is different and that it required more coaching. What if we applied these same lessons to pp coaching software teams?

TSP Symposium 2011 Atlanta 20

slide-21
SLIDE 21

Applying TSP for Services

Oscar A. Mondragón C., Ph.D.

  • scar.mondragon@itesm.mx

http://siecenter itesm mx

Alan Willett, President

http://siecenter.itesm.mx

Alan Willett, President

607-592-7279

alan@

  • xseeker.net

101 East State St. #242 Ithaca, NY 1 4850

  • xseeker.net

Guadalajara, México CIISA 2011