Duvan Luong, Ph.D. Operational Excellence Networks
Transcript of Duvan Luong, Ph.D. Operational Excellence Networks
Duvan Luong, Ph.D.Operational Excellence Networks
Contents copyright © Operational Excellence Networks 2012
Who are Our Customers?
3/27/2012
Implementer/TechnicalIndividual
Contributors
Staffs andProgram/
ProjectManagers
OrganizationExecutives
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Contents copyright © Operational Excellence Networks 2012
What can keep Our Customers stay awake at night?
3/27/2012
UnsuccessfulBusiness
Operations
Program andProject
Failures
Product Generation ,
Releaseand Support
Un-excellence
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Contents copyright © Operational Excellence Networks 2012
What are Our “Executive” Customer Expectations?
3/27/2012
BusinessManagement
GOODNESS
COST/BENEFIT TIMELINESS
• Product Functionality• Product and Service Quality• Customer Satisfaction• Employee Satisfaction• ….
• Development & Release Cost• Rework Cost• Revenue Generation Potential• Market Share• …..
• Cycle time• Time to Market• …..
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What are Our “Program/Project Manager” Customer Expectations?
3/27/2012
Program/Project
Management
SCOPE
RESOURCE SCHEDULE
• Specific• Measurable• Attainable
• Sufficient• Available when needed• Fit to overall business investment strategy
• Realistic• Achievable• Support overall business plan/strategy
• Realizable• Testable• Support overall business objectives
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What are Our “Implementer” Customer Expectations?
3/27/2012
ProductGeneration,Release and
Support
INNOVATIONS
EFFICIENCY EFFECTIVENESS• “Do things right” to optimize cost of development and release, eliminate rework, reduce cycle time, improve time-to-market
• “Do the right things” to achieve the set objectives
• Product Innovations• Process Innovations
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What can stop Our Customers from achieving their Expectations?
3/27/2012
We are not making progress toward the set objectives! - Goodness – Timeliness - Cost/benefit
We are not achieving the project set objectives! - Scope – Schedule - Resource
We are not innovated, nor very effective, nor very efficient!
Program and Project Management
Business Management
Product Generation, Release and Support
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Questions for the Achieving of Objectives
3/27/2012
Are We making progress toward the set business objectives?- Goodness - Timeliness - Cost/benefit
Are We achieving the set objectives for the project?- Scope - Schedule - Resource
- Ideas - Feasibility study - Project planning - Implementation - Validation - Release - SupportLife cycle architecture
- Requirement - Analysis - Architect - Design - Implementation - Test - Documentation - Release - SupportDevelopment and release process
- Templates - Checklists - Examples - Procedures - How-to - Handbook - Hand-holding - Partnership - PilotGuidelines and practices
Program and Project Management
Business Management
Product Generation, Release and SupportCan We capitalize on the following organization capability elements to fulfill the set objectives?
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What do Our Customers need to achieve their Objectives?
3/27/2012
Business Success
• Scope• Schedule• Resource
• Goodness• Timeliness• Cost/benefit
• Innovation• Effectiveness• Efficiency
Program and Project Management
Business Management
Product Generation, Release and Support
Operational Excellence“The achievement for the good work the company does
to fulfill the desired objectives for the delivery of products and services that satisfied customers; and
the ability to continuously improve the work by make it faster, cheaper, better, and more productive; that will assure the success of the company - each time, every
time, all the time”
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Customer Delight
Contents copyright © Operational Excellence Networks 2012
Customer Focus Areas for Operational Excellence
3/27/2012
• Clearly defined organization vision, mission, objectives for products/services:• Functionality, quality, customer satisfaction• Time to market, cycle time• Cost of development/support, cost of rework, market shares, . . .
• Simple, strongly focused management review process to• Review the organization progress in meeting set objectives• Communicate the progress status• Provide supports, . . .
• Clearly defined objectives, roles and responsibilities, tasks• Realistic schedule• Accurate resource requirements planning and tracking• Risk management• Progress tracking and reporting, . . .
• Work as team• Innovative ideas• Clearly defined processes• Leverage industry best practices• Effective and efficient execution• Measure and feedback for continuous improvement, . . .
Program and Project Management
Business Management
Product Generation, Release and Support
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Enablers for Operational Excellence
3/27/2012
Visioning, HOSHIN, Metrics (GQM), Change Management, Core Competency Planning, Business Planning, Life cycle Decision Making Process, Quality Review, Organization Improvement, Team building, Process Assessment, Customer Satisfaction, .....
Life cycle development and release process, Decision making process, Project Planning, Project Tracking, Schedule and Resource Estimation, Product Release decision, Quality Planning, Metrics (GQM), Failure Analysis (FA/RCA), Process Assessment, Integrating customer satisfaction, security, performance into the life cycle, .....
Requirements gathering and analysis, Architecture, Design, Coding, Test Planning, Test design and execution, Inspection, Test results analysis, FA/RCA, Post Mortem, Continuous improvement, partnership, defect prevention, rework reduction, .....
Product Generation , Release
and Support
Program andProject
Management
BusinessManagement
Operational Area Enablers
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