Lean IT, DevOps & Agile – Learnings from Nationwide, Mike Orzen
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The document discusses Lean IT principles and their application within Nationwide, emphasizing improvements in technology engagement and process optimization. Key outcomes include enhanced service quality, productivity, and employee engagement stemming from a culture of continuous improvement and accountability. It also highlights the importance of visual management and metrics, along with a structured approach to leadership development across the organization.
Lean IT, DevOps & Agile – Learnings from Nationwide, Mike Orzen
- 1. 1 Lean IT Summit 14 & 15 March 2017 Copyright © Institut Lean France 2017 Lean IT, DevOps & Agile Learnings from Nationwide Mike Orzen CMA, CFPIM, PMP, LITP Mike Orzen CFPIM, PMP, LITP • Accounting/IT/Manufacturing/Service • 20+ years of Lean Process Improvement • Lean Coach, Consultant, Adjunct Professor § Lean Enterprise Institute, The Shingo Institute, The Ohio State University Shingo Prize 2011 © 2017 Mike Orzen & Associates, Inc. mikeorzen.com INFORMATION TECHNOLOGY AT NATIONWIDE 35,000+ PERSONAL COMPUTERS 10,000+ PHYSICAL & VIRTUAL SERVERS 9,000+ IT WORKFORCE PREDOMINANTLY IN-HOUSE $1+ BILLION ANNUAL IT SPEND ~8 PB IN STORAGE © 2017 Mike Orzen & Associates, Inc. mikeorzen.com LEAN IT BENEFITS & VALUES APPLICATION MAINTENANCE SOFTWARE ENGINEERING HELP DESK 1500+ 190+ 83% with zero defects 57% With top quartile productivity 95.1% Service Quality Score 95.9 User Satisfaction Rate 720+ Increasing employee engagement scores200 Releases © 2017 Mike Orzen & Associates, Inc. mikeorzen.com
- 2. 2 Lean IT is a new way of leveraging technology to engage people, improve process, and solve problems. WHAT IS LEAN IT? NEW WAY OLD WAY Source: Lean IT, Bell and Orzen © 2017 Mike Orzen & Associates, Inc. mikeorzen.com 67 2011 2016 DEFINING LEAN 1) Creating and Managing Flow 2) Eliminating Waste, Variation & Overburden 3) Applying Methodical Problem Solving © 2017 Mike Orzen & Associates, Inc. mikeorzen.com TRADITIONAL SYSTEMS LEAN SYSTEMS Authority Responsibility Results focused Process focused Expert “staff” functions Expert teams Jump to solutions Root cause problem solving Corner office management Go & see management Report analysis (delayed) Visual management (real-time) WHAT LEAN IT LOOKS LIKE © 2017 Mike Orzen & Associates, Inc. mikeorzen.com
- 3. 3 SYSTEMS THINKING The key to the Toyota Way…is not any of the individual elements – but what is important is having all the elements together as a system. It must be practiced everyday in a very consistent manner, not in spurts. - Taiichi Ohno REAL TIME MANAGEMENT LEAN MANAGEMENT SYSTEM MODELING BEHAVIORS LEADER STANDARD WORK © 2017 Mike Orzen & Associates, Inc. mikeorzen.com Lean IT Reflection Visual Management & Metrics Problem Solving Align Purpose Improve Process Respect People Culture of Accountability Associates Leaders Improve Work Processes Coach & Develop People Identify Problems & Opportunities Model Ideal Behaviors Create Value Set Direction Lean“Production” LeanManagement Foundational Elements Super Glue © 2017 Mike Orzen & Associates, Inc. mikeorzen.com
- 4. 4 We are a PEOPLE organization THE KEY TO OUR SUCCESS OPERATIONAL EXCELLENCE is in our DNA which means… A culture of quality, predictable delivery, and continuous improvement COMPETITIVE advantage through PROCESS TRUE NORTH: YOUR BELIEF SYSTEM © 2017 Mike Orzen & Associates, Inc. mikeorzen.com TRUST, SUPPORT & ACCOUNTABILITY 1. Draws people to the Gemba 2. Everyone has the same view of current state 3. Drives transparency and accountability VISUALITY RESPECT FOR PEOPLE
- 5. 5 Formats can vary but the intention remains the same – a focus on value-added work, people development and process improvement LEADER STANDARD WORK © 2017 Mike Orzen & Associates, Inc. mikeorzen.com DAILY KAIZEN PROBLEMS TRIGGER ACTION PLAN DO CHECK ADJ © 2017 Mike Orzen & Associates, Inc. mikeorzen.com EnterpriseArchitecture Application Delivery Value Stream Service Desk Incident Value Stream IT Services Value Streams Cyber Event Mgt Value Stream SDLC Value Stream Operations ServiceDesk&Support Governance,Budget Infrastructure PortfolioMgt. ApplicationDevelopment PMOandResourceMgt. Enhancement/Configuration THE VALUE STREAM Create flow by acting departmentally while collaborating organizationally! © 2017 Mike Orzen & Associates, Inc. mikeorzen.com
- 6. 6 CONSTANCY OF PURPOSE LEAN MANAGEMENT SYSTEM FOUR TIERS FOCUSED ON BUILDING LEAN LEADERS C-SUITE FRONTLINE DIRECTOR VICE PRESIDENT TIER 1 TIER 2 TIER 3 TIER 4 ROLLED UP METRICS TIER 1 TIER 2 TIER 3 TIER 4 © 2017 Mike Orzen & Associates, Inc. mikeorzen.com Agile Lean IT DevOps © 2017 Mike Orzen & Associates, Inc. mikeorzen.com Lean IT Reflection Visual Management & Metrics Problem Solving Align Purpose Improve Process Respect People Culture of Accountability Associates Leaders Improve Work Processes Coach & Develop People Identify Problems & Opportunities Model Ideal Behaviors Create Value Set Direction
- 7. 7 Reflection… Focus on Behavior over Thinking • Know what it should look like for each level Tie Everything back to Benefit Realization • Make key metrics visible and embed them into the day-to-day operations • If you are not stumbling, checking and adjusting, then something is wrong! Sustainability Requires a Lean Management System • Leaders need support at all levels - when will we learn? • Model the behaviors you want to see • Visuality, Trust and Accountability require patience and humility © 2017 Mike Orzen & Associates, Inc. mikeorzen.com Lean IT Summit 14 & 15 March 2017 Copyright © Institut Lean France 2017 Lean IT, DevOps & Agile Learnings from Nationwide Mike Orzen & Associates, Inc. mikeorzen.com