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  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    Fast and Furious Service Rollout: thanks to Agile

    Sarah  Blake  &   Norman  Spurr  

    THURSDAY  20  -­‐  FRIDAY  21  AUGUST  2015  |  SOFITEL  WENTWORTH  SYDNEY  

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    Our story – the characters

    Peter   Service  Centre  

    Manager  

    Lucy   Senior  ExecuOve  

    Wendy   Finance  Officer  

    Brennan   IT  Manager  

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    Our story – the problems

    Incomplete  

    Delays  

    Complaints  

    Diversion   Rework  

    Stress  

    Chaos  

    Inbox  Overload  

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    Introduction

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    Framework

    Awareness   Delivery  

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #1

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #1 Take the time to listen

    Sit  and  ask   Show   Write   Sign  off  

    How  it’s  usually  done  

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #1 Take the time to listen

    Observe  

    Listen  to  what  is  said   Listen  to  what  is  NOT  said  

    QuesOon  

    How  we  do  it  

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #2

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #2 Demonstrate it right the first time

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #3

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #3 Keep them in their comfort zone

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #4

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #4 Accept a Minimum Viable Product

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #4 Accept a Minimum Viable Product

    Email   Portal  

    KPI’s   Knowledge  

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #5

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #5 Define requirements the agile way

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #6

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #6 Hit a weekly delivery schedule

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    Questions?

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    Framework

    Awareness   Delivery  

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #1 Take the time to listen

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #2 Demonstrate it right the first time

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #3 Keep them in their comfort zone

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #4 Accept a Minimum Viable Product

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #5 Define requirements the agile way

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    #6 Hit a weekly delivery schedule

  • Service  Management  2015  AUS TR A L I A #SMConfAU  

    Sarah Blake – IT Manager, CSIRO sarah.blake@csiro.au Norman Spurr – Executive Manager IMT, CSIRO norman.spurr@csiro.au

    CONTACT  DETAILS