gemba walks in it project management by pina allegretti
DESCRIPTION
Pina Allegretti is learning to see waste in her IT operations, and realizing that the gemba reality is often different from what she ever imagined. Learning to see in IT is not easy! But you can only make better decisions after you’ve been there. More Lean IT presentations and videos on www.lean-it-summit.comTRANSCRIPT
Copyright © Institut Lean France 2013
3 & 4 October, 2013 Paris, France
Gemba walks in
IT project management:
digging for improvement opportunities
Pina Allegretti
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL)
Let me introduce myself
2
In BNL since 2005 and BNPP Group since 2006 Head of Credit Area in IT
• 95 people (40 to run assets; 55 for IT projects) • 56 applications • 300,000 loans • 30 average projects on going per month • > 20,000 man-days per year • …
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 3
My purpose today
My target condition is:
TO PERSUADE at least 5 of YOU
to experiment GO & SEE sessions starting from next Monday
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL)
4
Lean in BNL ACE
BNL enters in the BNP Paribas Group
2006 2009 2013 2011
2.000 people involved 30M€ of recurring gains
400 people involved, 20 projects Typical results after two months in maintenance: -33% defects -78% reduction / stock
Back offices
IT / Production & Maintenance
IT / Management
+20% points for the customer satisfaction - 50% defects Up to -90% reduction in lead time +20% of productivity
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 5
+ Quality of IT Service
# Incidents
-25%
# Sollecitations
-25%
% IT Project On Time
+ 34%
…
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 6
Breaking usual pattern
BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA BLA
BLA …
Do we really need this investment?
Are we sure this solution is helping us to achieve our goals?
How do we check its success?
FOCUS GROUP
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 7
GO&SEE: Example n. 1
INCIDENT management
Missing documents
Missing some root cause analysis
Solution first
Structured process helps to reduce incidents
Each incident is analyzed deeply to build target solution
Each incident has its full dossier
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 8
GO&SEE: Example n. 2
IT COST Estimation
Man-days < 50 without a concrete check as they are considered a minimum cost to involve a supplier
A 10 mds intervention has been estimated 25 mds
IT effort offered by suppliers is reviewed critically by project managers
Value chain is based on implementation following requirements
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 9
GO&SEE: Example n. 3
TIME Estimation for a task
FTE calculation sometime is based on gross evaluation
Initial evaluation: 20 mins per operation
I went and saw: < 1 min per operation
We are aware of how many people we need to perform a new task/an old task to handover
FTE calculation is based on observation and simulation
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 10
GO&SEE: Example n. 4
Preparation Elaboration Construction Transition
Reworks / analysis Reworks / solution
1700 emails
Change requests
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 11
What I learnt: insights
• Reality is not always what we imagine
• Go & See = Coaching people
• Attention is the best way to care about people
• How we manage little things is the way we manage big things
• A long way starts with a single step
Copyright © Institut Lean France 2012
Gemba walks in IT project management
Pina Allegretti (BNL) 12
Ask Why Show Respect
GO&SEE: Tips and Tricks
Copyright © Institut Lean France 2012
More Lean IT videos and presentations on www.lean-it-summit.com