ahmed s. elsheikh_how lean six sigma can solve chronic problems_secc webinar (april 2014)
TRANSCRIPT
© Copyright Software Engineering Competence Center 2014
Software Engineering Competence Center
HOW LEAN SIX SIGMA CAN SOLVE CHRONIC PROBLEMS IN IT & SOFTWARE
February 19, 2015 © Copyright Software Engineering Competence Center 2011
Ahmed S. El-Sheikh Senior Quality Consultant, SECC.
© Copyright Software Engineering Competence Center 2012
THE PRESENTER…
Ahmed S. Elsheikh,
Senior Quality Consultant, SECC
I worked with many organizations, in Egypt and the Gulf area, to enhance their capabilities and achieve higher performance levels through many methodologies and frameworks such as SEI-CMMI, SEI-TSP/PSP, Six Sigma and Agile.
© Copyright Software Engineering Competence Center 2014
What Are Our Typical “Chronic” Problems?
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We usually
deliver late
Cost is high
A lot of
rework
We find a lot of
defects even
after delivery
Large number
of unmet SLAs
Working over
night to meet
expectation
Customers
are not happy
……….???
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Going Back Into The History…
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SW Inspection, that had been introduced 28 years ago by Fagan in
1976 at IBM, can reduce the total number of defects found in test or
at customer side, and hence, the total project duration and cost…
Source: Brykczynski, Meeson & Wheeler “Software Inspection: Eliminating Software Defects” , 1995
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Impact of Inspection on Defects…
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Applying SW inspection can produce the above effect...
Hence, introducing what we call it “Appraisal cost” can
dramatically reduce the overall Cost of Poor Quality (CoPQ)
Source: Brykczynski, Meeson & Wheeler “Software Inspection: Eliminating Software Defects” , 1995
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Lean Six Sigma:
Usually focuses on reducing
defects as well as reducing cost &
cycle time. However, reducing
the defects usually leads to
reducing both costs and cycle
time
Lean Six Sigma (LSS) & SW Industry
SW Inspection:
SW Inspection is usually used to
find defects early during the life
cycle, which reduces the defects
in the delivered product and the
cost/time required for bug fixing
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“Lean Six Sigma” focuses on detecting the “Root Causes” of the problems, and “Sources of Waste”, “Early” before impacting the
customers outside the organization
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After LSS:
We were able to help the
company reduce 58% of the total
number of defects slippage to QC
in any project, and hence, they
considerably reduced the total
cost
LSS in SW: A Real Case
Before LSS:
The number of defects slippage to
customer was not a big deal.
However, the total effort spent to
achieve this result was
dramatically huge
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Average Defects Slippage to QC 78.5%
Average Defects Slippage to Customer 2.04%
Average Days from starting of testing phase to final acceptance 144.32
58% Reduction
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After LSS:
We were able to help the
company reduce 88.6% of the
average duration for the received
tickets. This means that the
average duration became 2.5
hours
LSS in IT: A Real Case
Before LSS:
The average duration for closing a
hardware failure ticket, for an
internal service provider, was 22
hours.
No need to explain or discuss the
level of this internal customer
“Dissatisfaction”
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88.6% Reduction
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Where Is The Magic ???
From Problems to Opportunities:
SS transfers the attention from
the problem itself to the “Root
Cause(s)”
Known the root cause(s) is a
great
“Opportunity For Saving”
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Source: www.waterpowermagazine.com/
“Problems” == “Opportunities” “Problems Under The Surface” == “Bigger Saving Opportunities”
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Sources of Waste in IT Software
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Source: http://fanli7.net/
The “Lean” part of the LSS focusses on “Eliminating Wastes”
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Sources of Waste in IT Services
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Source: http://www.ibm.com/developerworks/bpm/
The “Lean” part of the LSS focusses on “Eliminating Wastes”
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How To Dive Deep Under The Water?
Work Is A Process:
Every piece of work is a process.
However, how big should be the
size of this process under
investigation?
Dealing with “Large Chunks”
means facing too much
complexity to be solved
You need to “Divide-and-
Conquer” to deal with the
right size and complexity
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Source: www.slidegeeks.com
How much is enough?…that is the “Real Challenge”
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Dive Deeper: The Spaghetti Process
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Source: www.chuckwebster.com
The “Devil” is not in the details, instead, it is the “Opportunity of Waste Reduction”
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You Need to Focus
First Things First:
Not all factors are equal. Each
one has “Different Contribution”
into the total CoPQ:
• Highest contributing elements
should be tackled first
• Of course, “If it is possible”
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Do not try to “Eat The Elephant” at once…
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Benefits vs. Cost: Feasibility
Benefit/Cost Analysis:
There are many known methods
for analyzing the relation between
the cost and benefit, such as:
ROI: Return on Investment
PP: Payback Period
NPV: Net Present Value
IRR: Internal Rate of Return
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Source: www.mimiandeunice.com
B/C
ROI
PP
NPV
IRR
Is this true?...
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Business Case-2:
Benefit amounts and timing show
“Great Returns” in comparison to
the potential costs:
Benefits/Cost Analysis: Real Cases
Business Case-1:
Cost amounts and timing show
“Huge Losses” in comparison to
the potential benefits:
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A visualized & solid “Business Case” is a CSF…
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The “What” & “How” of Measurements…
Measurement System: Measurement Process:
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Source: bristle.com/
Source: http://www.ibm.com//
Using standard “System” and “Process” ensures correctness and consistency
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MIS Example-2:
A manual data collection system
that is carried out by metrics
engineers. They aggregate raw
data into some key metrics…
Build an MIS: Is this Realistic?
MIS Example-1:
“A distributed database system”
that collects data from multi-sites
and aggregates this in a single
executive dashboard…
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How much is enough?…again, that is the “Real Challenge”
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Where To Play: The Risk/Reward Ratio
Achieve The Right Balance:
Intuitively, easy projects are low
risk projects, but are with low
reward too.
What will you do? It may depend
on:
Your risk attitude
Your company risk attitude
The current situation
….etc
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Source: www.investopedia.com/
Finding a project in the “Sweet Spot” is a CSF…
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How To Play: Six Sigma Project Stages
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Source: www.leansigmainstitute.com
This is what we call the “DMAIC” life cycle…
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Who Should Play: Organize for Six Sigma
A Balanced Team:
To successfully complete the six
Sigma project, you need many
players with different focuses and
engagement levels, including:
A black belt
A green belt
A yellow belt
A master black belt (may be…)
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Source: consulenza-iso9001-eng.blogspot.com
Forming a “Balanced Team” is a CSF…
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Where Is The “Bad News”?
You will need to use some (or
actually a lot of) statistical
techniques such as sampling,
hypothesis testing and regression
analysis….
Depends mainly on understanding
the (underlying mechanisms) of
the theoretical and practical
probability distributions
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Source: http://en.wikipedia.org/
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It Is Not That Bad, Do Not Worry…
“Statistics” is just a mean, not a “Destination”…
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Six Sigma vs CMMI – 1
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Aligning “Six Sigma” with other initiates is a CSF…
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Lean Six Sigma target is to “Optimize Your Measured Performance”.
Hence, it can cover up to “CMMI Maturity Level 5” requirements
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Source: http://caminao.wordpress.com/
Lean Six Sigma vs CMMI – 2
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The “Incapable” & “Immature” SW Firm…
Before LSS (i.e. with high CoPQ):
Defects “Injection” pattern is skewed to the left
Defects “Detection & Removal” are delayed and skewed to the right
Defects stay “Long Time” in the system, which “Increases” costs
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After LSS (i.e. with low CoPQ):
Defects “Injection” pattern is centered around the “Design”
Defects “Detection & Removal” happens early in the lifecycle
Defects stay “Shorter Time” in the system, which “Decreases” costs
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The “Capable” & “Mature” SW Firm…
© Copyright Software Engineering Competence Center 2012
THE PRESENTER…
Ahmed S. Elsheikh,
Senior Quality Consultant, SECC
email: [email protected]