#LeanIT2015

LeanA strategy for

the digital transformation

Régis MEDINA

Lean IT Summit 2015

#LeanIT2015

The digital revolution

#LeanIT2015

A great user experienceThe north star of the digital transformation

#LeanIT2015

Self-serviceCustomers are in control of the companies’ services – pull, not push

Companies

need to learn

how to adapt

and compete

in the digital world

#LeanIT2015

New baseline for customers

This is how you would

describe your IT department

today, right?

Simple

Reliable

Instantaneous

Transparent

Customized

#LeanIT2015

The customer is king

Companies

can no longer

ignore customer

problems and

requests

Social media

transfers power

to customers

#LeanIT2015

New competitors in all domains

“Silicon Valley is coming”There are hundreds of startups with a lot of brains and money working on

various alternatives to traditional banking.

Jamie Dimon, CEO JP Morgan – April 2015

#LeanIT2015

Reaction #1A brand new app

#LeanIT2015

Result

It’s a tough world out

there…

Customers complain and

expect a quick response

#LeanIT2015

Reaction #2Agile methodologies

#LeanIT2015

Result

Teams are happier, but customers and business

end up underwhelmed :

- Some projects are really late

- Some teams keep adding features without

getting to a good product

- Some teams are more focused on applying

the recipe than on getting the business

results

So what ?

?

#LeanIT2015

Reaction #3New technology – big data & co

#LeanIT2015

Result

We do have the technology now,

but what do we do with it?

So what ?

?

#LeanIT2015

Same old recipes?

Tools Processes ?

Tools and processes ?

This is not how modern, digital companies think.

#LeanIT2015

“From first principles”

Focus on the user –

Create great services and figure

out the money part later

Hire as many talented

software engineers as possible

and give them freedom

Ref.: How Google Works

Eric Smith, Jonathan Rosenberg

Skilled and autonomous

“smart creatives” are the key

#LeanIT2015

Deep technical knowledge in how to use the tools of the trade

Curious creative

Risky creative

Self-directed creative

Open creative

Thorough creative

Analytically smart

Business smart

Competitive smart

User smart

A firehose of new ideas

Smart Creative

An expert in doing – not just concepts, also prototypes

Ref.: How Google Works – Eric Smith, Jonathan Rosenberg

#LeanIT2015

The Digital Transformation

Turning everyone

into a smart creative

This is where Lean brings

a key contribution

#LeanIT2015

Lean Management core

Developing people

before developing products

#LeanIT2015

Letting go of the old model

Solutions(processes

& tools)

Compliance

#LeanIT2015

Managing for creativity

User-centered

vision & performance goals

Coaching & support

in solving problems the right way

Incremental

Improvements

From everyone, everyday, across the company

#LeanIT2015

Orienting creativity

-50% incidents

& defects

-50% support

tickets

-50% user

lead time

customer

satisfaction

Company goals for next year

#LeanIT2015

Developing the right creativity

Meet users

Gather facts and data

Identify root causes

Involve all stakeholders

Perform experiments

Share the learning

One to one

coaching

#LeanIT2015

Solving customer problems

customer

satisfaction

Through his problem-solving

journey, the IT Asset Manager in

charge of the scanning & archival of

contracts:

- Builds new relationships with

branch managers and

employees

- Digs into the technical details of

scanning

- Delves into the specifics of the

maintenance contract

This is a “smart creative” workout

#LeanIT2015

Deep technical knowledge in how to use the tools of the trade

Curious creative

Risky creative

Self-directed creative

Open creative

Thorough creative

Analytically smart

Business smart

Competitive smart

User smart

A firehose of new ideas

Smart Creative

An expert in doing – not just concepts, also prototypes

Ref.: How Google Works – Eric Smith, Jonathan Rosenberg

#LeanIT2015

Starting from support

-50% support

tickets

Every support ticket is an opportunity to coach an employee in a

problem solving journey that will flex her “smart creative” muscles

#LeanIT2015

Eliminating incidents

-50% incidents

& defects

Preventing every incident from occurring again offers plenty

of opportunities to coach IT technicians to help them develop

their technical and teamwork skills

#LeanIT2015

Engine of the digital transformation

Gather all

customer feedback

Coach people one by one

in solving problems

the right way

Meet users

Gather facts and data

Involve all stakeholders

Identify root causes

Perform experiments

Share the learning

Take problems

one by one

See your people grow

and your customers smile

Support

Incidents

Feedback forms

Interviews

...

Define user-centered

improvement metrics

#LeanIT2015

A company of smart creatives

The problem solving workout is the

key to growing the capability of your

organization, person by person

#LeanIT2015

Soon it’s your apps that will keep

these people busy!

#LeanIT2015

Régis MEDINAOperae Partners

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Twitter

@regis_medina

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https://www.linkedin.com/in/regismedina

Email

regis.medina@operaepartners.com

Thanks!