gbs event: velux - driving performance
TRANSCRIPT
DRIVING PERFORMANCE
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AGENDA
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WHOAbout me & The VELUX Group
BI AND OUTSOURCINGWhat makes BI different from other IT areas
IT IS NOT JUST A MATTER OF OUTSOURCINGIt is about finding the right way of doing it
WHY MEASURING IS IMPORTANTHow we measure and drive performance
ABOUT ME & THE VELUX GROUP
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12 years with VELUX
Part of the Global Finance Organisation
Head of Global Business Intelligence
AGENDA
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WHOAbout me & The VELUX Group
BI AND OUTSOURCINGWhat makes BI different from other IT areas
IT IS NOT JUST A MATTER OF OUTSOURCINGIt is about finding the right way of doing it
WHY MEASURING IS IMPORTANTHow we measure and drive performance
WHY IS BI DIFFERENT ?
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NO REPETITIVE TASKSMost of our development tasks are different from previous solutions
AGILE DEVELOPMENTWe work in short sprints together with the business
WE WORK TOGETHERThe VELUX team works directly with the IT partner and the users
SOFTWARE IS EXTREMELY VOLATILEConstant updates and changes requires us to have many meetings
HIGH COMPLEXITYMakes long distance development difficult
AGENDA
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WHOAbout me & The VELUX Group
BI AND OUTSOURCINGWhat makes BI different from other IT areas
IT IS NOT JUST A MATTER OF OUTSOURCINGIt is about finding the right way of doing it
WHY MEASURING IS IMPORTANTHow we measure and drive performance
HOW ARE WE ORGANIZED
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Infrastructure
Development of data models
Technical Support
Strategy Projects Support
VELUX BI BOARD
(Prioritization & Direction)
VELUX BICC
VELUX
MANAGEMENT
DELOITTE
ACCENTURE
THE PARTNERING APPROACH
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At the end of the day we are measured on what wedeliver to our users. We are all part of making thatdelivery, we are partners !
OUR RELATIONSHIP IS A PARTNERSHIPMany claim to be partners yet act as in a standard vendor/customer setup
TREAT OTHERS AS YOU WANT TO BE TREATEDWe treat consultants as our own employees
WE HAVE CHOSEN THE PARTNERStand by your choice of IT partner rather than blaim them for mistakes
HOW WE WORK TOGETHER
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Philippines: Load Monitoring
Spain: Load Monitoring, Operations
Nordics: Development, Consultancy
UK: Innovation
We will try anycombination as long as it works, but wewont choose a combination just because it’s cheap !
AGENDA
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WHOAbout me & The VELUX Group
BI AND OTSOURCINGWhat makes BI different from other IT areas
IT IS NOT JUST A MATTER OF OUTSOURCINGIt is about finding the right way of doing it
WHY MEASURING IS IMPORTANTHow we measure and drive performance
OUR APPROACH TO MEASURING
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NO SLA FOCUSFixed SLA’s works poorly in a volatile software environment
NO PUNISHMENTMeasuring with the purpose of punishing someone is not our style
CONTINOUS IMPROVEMENTSWe measure in order to ensure that we improve our services
BETTER INSIGHTSMeasuring gives you new and interesting insights and leads to improvements
EXPANSIONAs our systems change so does the scope of our measurements
WHAT WE MEASURE
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VELUX BI BOARDSpending
InfrastructureLoad monitoring
System monitoring
End user experience monitoring
Technical SupportOpen incidents
Response times
User satisfaction
STRATEGYUsers and user behaviour
Review meeting feedback
VELUX SUPPORTIncoming calls
Status on each operational task
Happy and dissatisfied users
VELUX PROJECTSProject evaluation
Weekly progress on projects
Spending
In total we have 100+ measuring points so the trick is to begood at condensating the important messages of the monitoringand keeping a focus on the things that matters !
OPERATIONAL STATUS
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Each month I try to sum up the main operationalconclusions in a nicelayout and a language the business can understand
Behind this status is of course tons of measurements and information but only the relevant parts are broughtforward
AMBITION LEVEL
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The status from eachsubarea feeds into the overall status
One person is in charge of each sub status
WHAT DRIVES PERFORMANCE
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THE FACT THAT WE ARE ALL MEASUREDWe are not just focusing on the IT partner
WE MEASURE BEFORE AND AFTERIt creates so much positive energy to see the effects of improvements
DATA IS USED IN A POSITIVE MANNERWe all use findings to suggest improvements not to point out flaws
WE ONLY MEASURE IF IT MAKES SENSEWe constantly adapt what we measure
WE USE FIXED PERFORMANCE BOARDSWe use lean principles and gather around performance boards
CONCLUSIONS
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MEASURING ALONE DOES NOT DRIVE PERFORMANCE
• Creating a good work climate with your sourcing partner has an impact
• Creating the right sourcing strategy for your area has an impact
• What you measure has an impact
• How you use the measurements has an impact