Lean Sigma Process Improvement Pilot Customer Challenges ??Lean Sigma Process Improvement Pilot Customer Challenges 1 ... ITIL for IT processes) ... Lean Sigma Process Improvement Pilot Customer Benefit 4

Download Lean Sigma Process Improvement Pilot Customer Challenges ??Lean Sigma Process Improvement Pilot Customer Challenges 1 ... ITIL for IT processes) ... Lean Sigma Process Improvement Pilot Customer Benefit 4

Post on 20-Apr-2018

220 views

Category:

Documents

7 download

TRANSCRIPT

  • IBM Corporation 2013

    Lean Sigma Process Improvement PilotCustomer Challenges

    1

    High process cost

    Long lead times

    Quality issues

    Historically grown processes

    Missing key performance indicators KPI

    Intransparent process activities

    Customer Challenges and Pain Points

    How do you measure and controll your

    processes?

    How satisfied are your customers with the

    current process service quality?

    How transparent are your processes today?

    How and how often do you improve your

    processes?

    Key questions to your customer Target Audience

    COO, CFO, CIO

    Manager of internal Business & IT units

    Manager of Shared Service Centers

    Cross Industry

  • IBM Corporation 2013

    Lean Sigma Process Improvement PilotConsulting Method

    2

    Process Excellence requires continuously optimized processes correlated to a robust

    IT infrastructure operation model

    Process Optimization

    focuses on the execution and

    continuous improvement of a

    single process and consists of

    4 phases:

    Scoping & Monitoring,

    Current State Assessment,

    Target Solution Generation,

    Implementation & Monitoring

    IT Operation Model

    BPM Operating Model

    Process

    Optimization

    StrategyGovernance

    Technology

    StructurePeople

    ProcessesServices

    Scoping & Mobilization

    Current StateAssessment

    Target Solution Generation

    Implementation & Monitoring

    Processes optimized by Lean Sigma are more efficient and meet customers needs better and to a higher

    quality. However, for sustainable excellence a robust, correlated operational basis needs to be in place.

    Lean Sigma

    Lean identifies what is of

    customers value and removes

    non-value adding activities.

    Six Sigma reduces defects and

    variance and therefore increases

    process stability and process quality.

    Lean Sigma uses a set of quality management

    methods:

    statistical & analytical methods, brainstorming,

    root cause analysis, Pareto chart, 5Whys &

    Ishikawa diagrams, QFD, etc.

    B A

    Operation Model

    focuses on the whole process

    landscape and consists of 4

    correlated dimensions:

    Strategy/Governance,

    Processes/Services,

    Structure/People,

    Technology

    1

    2

    3

    4

  • IBM Corporation 2013

    Lean Sigma Process Improvement PilotConsulting Approach

    3

    We recommend our proven approach of 5 Workshops to improve a process from the

    Current State pain points to Target State and a matching Implementation Plan

    Workshop 5Implementation

    Plan

    Workshop 4Target solution

    generation

    Workshop 3Map the current

    state

    Workshop 2Understand the current state

    Workshop 1Kick-off & awareness

    training

    1 Day 1 Day 2 - 3 Days 2 Days 1 - 2 Days

    Week 5Week 3 Week 7 Week 9Week 1

    Scoping &

    Mobilization

    Current State

    Assessment

    Target Solution

    Generation

    Implementation

    & Monitoring

    Define goals and scope

    Allocate resources

    Set up project plan

    Identify & quantify

    customer requirement

    (CSPR)

    Build current process

    map

    Gather data, prepare

    for evaluation and map

    to the process

    Identify root causes

    Generate solutions using

    lean sigma techniques

    Design target process map

    (based on Industry

    Standards, eg. APQC or

    ITIL for IT processes)

    Run the Pilot

    Prepare process

    control

    Implement Solution

    Deliver the benefits

    1 2 3 4

    IT Operation Model

    BPM Operating Model

    Process

    Optimization

    Strategy

    Governance

    Technology

    Structure

    People

    Processes

    Services

    Scoping & Mobilization

    Current StateAssessment

    Target Solution Generation

    Implementation & Monitoring

    1

    2

    3

    4

  • IBM Corporation 2013

    Lean Sigma Process Improvement PilotCustomer Benefit

    4

    A pilot provides rapid benefits across business units, proves that the method works in the organizations

    environment and provides the basis for decision making regarding a way forward into a comprehensive

    Lean program.

    A pilot has proven itself to be useful to kickstart a process excellence program, creating momentum for Lean

    across all involved business units.

    Typically a pilot consists of 1 - 2 processes and takes 8 10 weeks: Cost range: 40k CHF 70k CHF

    Why not starting with an introduction day:

    Lean Sigma Crash Course, customized to clients need? Cost fix 5k CHF.

    Value Proposition

    Contact Information

    Reto M. Waldisphl

    Principal / Senior

    Managing Consultant

    IT Service Management

    IT Strategy & Design

    IBM Switzerland Ltd.

    Vulkanstrasse 106, P.O. Box

    CH-8010 Zurich

    +41-76 317 72 13

    reto.waldispuehl@ch.ibm.com

    More Information

    Customer Reference:

    several customers cross-industry

    (e.g. International insurance company,

    Swiss retail company, Swiss industry SME)

Recommended

View more >