ISSC Solution Center

7/23/2019 ISSC Solution Center

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ISSC Solution

Center


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ISSC-Dallas

IBM

ISSC

ISSC -Dallas

Functions: Applications Planning Requirements defnitions Sotare De!elopment Business s"stems testing

Applications de!eloped it# IBM Mar$eting and Sorgani%ations&

Mar$eting applications include

Product Confgurators Contract Management S"stems

Dallas Development Center: '() million portolio o applications Pro!ided support or #ig# !olume *usiness c#ang


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ISSC-Dallas

Problems faced:

+arge de!elopment pro,ects *reac#ed deli!er" dates

Internal IBM customers ere un#app"

Presence o ma,or defciencies


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Pilot Strategic ProductConfgurators

Product confgurators consisted o ./ indi!idual applications

Confgurators assisted in selecting #ardare and sotareeatures it#in t#e engineering *oundaries

Reliance on confgurators increased maniold as engineeringrules increased

Confgurators deects led to in!alid orders& 0!olution o confgurator to sol!e comple1 pro*lems dint #appen

2ice to#a!e tool

MissionCritical

tool


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De!elopment Process

Redesigned t#e generic process and streamlined t#ede!elopment process

Consolidation in common platorm

Parallel 3esting and De!elopment

0arl" inormation rom customer 4IBM Mar$eting5

0arl" deli!er" o confgurator Frequent and regular interaction it# t#e customer and

de!eloper

0as" processing o c#ange requests post appro!al


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Results

De!elopmentC"cle time

.6 -7 89

/(reduction in

deects

88 Costsa!ings

()reduction intesting time


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Dri!ers o 3ransormation

Product oriented #ierarc#ical structures

Created im*alance in resources and s$ill utili%ation

Producti!it" su;ered


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3#e central elements o c#ange:

3RA2SF=RMI2> ISSC-DA++AS

Restructuring t#e centre *ased on Balridge criteria

Defning ? implementing centre-ide processes

C#anging t#e culture toards empoered ? sel-directed team

@sing automated tools ? adopting common met#ods and tec#niques toprocesses


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85 BA+RID>0 MA2A>0M023 PR=C0SS0S? 20 =R>A2ISA3I=2A+ S3R@C3@R0

Management Dri!en ualit" 4MD5 Program:defne mar$et needs0liminate deectsReduce c"cle time0mpoer emplo"eesMeasure progress

August 88 ne organi matri1 management tectime resource deplo"ment

3as$ orce managers responsi*ilit" to *ring up qualit" across t#e center

2e organi%ation structure mapped into Balridge ualit" Aard categories

Ma,or c#ange


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.5 B@SI20SS PR=C0SS0S ? 0230RPRIS0

0nterprise model *asis or Business Process RedeStarts it# EIdentifcation o customer needs ? a

Products are no longer in t#e organi%ation c#art>eneric product group it# common processes


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65 C@+3@RA+ C0

Decision ma$ing responsi*ilit":

Pre!ious: management2o: 0mplo"ees

Management *" control Management*" empoerment ? teamor$

Free to discuss t#e pro*lems

Aards or inno!ation e!en it

.-a" c#annel:3on meetingMont#l" round ta*le meetings=n-line question *o1

A ee$ long course on transormational leaders#ipG-da" course E3#e ourne" ContinuesE@nleas#ing 3eam Potential planned or 8.


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Initial Results

9( item sur!e" used as anindicator to measure or$sitemorale

0mplo"ees upto G( more

positi!e a*out ,o* opportunities Hon ,o* content and immediatemangers perormance

Morale or managers at an alltime #ig#&

Participation inde1 scoresimpro!ed *" 8. points to 8

Producti!it" posted a 8/8 gaino!er pre!ious "ears&

Function points per or$ mont#o e;ort at G9 as opposed to 8at t#e *eginning o t#e "ear

Signifcant increase in customersatisaction le!els or ma,orproduct areas suc# as contract Hcommission and master products"stem&

C#anges seen as adding !alue

8/ old impro!o qualit"

Reduction erroto 6&9 sigma

0rror rate reduper million to /

9( more e;esite installationand as sustapercent t#roug#al o 88

3#e initial results ere encouraging&

Impro!ements in emplo"ee moraleH ,o* satisactionH producti!it"H and qualit" recorded ater t#e pilot tests ere implemented

Employee Morale and JobSatisfaction

Productivity Quality


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3#e 2e1t Steps

Main c#allenge in t#e coming "ears: ensuring continuous qualit" impro!ement attention to *usiness grot# and profta*ilit"&

Sel directed H sel empoered teams to dri!e dail" *usinesses #ile see$ing imcommon *usiness processes&

+ong term o*,ecti!e to ac#ie!e quic$ organi%ational adapta*ilit" and Je1i*ilit" ten!ironmental and mar$et c#anges&

S#ort term o*,ecti!e :Full implementation o sel directed teams&

Aggressi!e qualit" impro!ement targets or t#e "ears a#ead:

>oal or c"cle time: .) in 8. and 6) in 86H Si1 sigma in product qualit"

Customer satisaction inde1 o ) or greater targeted&


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THA! "#$

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