Applying TSP for Applying TSP for Services: Services: Seven Key Lessons Seven Key Lessons Seven Key Lessons Seven Key Lessons Learned Learned Oscar Mondragón Oscar Mondragón Alan Willett Alan Willett TSP Symposium TSP Symposium September 2011 September 2011 September, 2011 September, 2011 Atlanta GA, USA Atlanta GA, USA 1
Applying TSP for The Impetus The Impetus Services What inspired this presentation? Coaching of Services is Different! This presentation is a summary of the 7 key This presentation is a summary of the 7 key things we learned! But first, what is “services”? TSP Symposium 2011 Atlanta 2
Applying TSP for Services Services Services [CMMI SVC O [CMMI SVC Overview] i ] TSP Symposium 2011 Atlanta 3
Applying TSP for Understanding the Service System Understanding the Service System Services • An integrated and interdependent combination of component combination of component resources that satisfies service requirements. • work products, • processes • processes, • facilities, • tools, • consumables, and • human resources. TSP Symposium 2011 Atlanta 4
Applying TSP for Motivating Management Goals Motivating Management Goals Services Caution! • Our experience shows services groups – Typically are a group of individuals (not a team) – Do not share any explicit set of goals and measures D t h li it t f l d – Often all the stakeholders are not clear – Sometimes the stakeholders are not motivated for improvement – Managers have a challenge articulating goals – Have challenges with data privacy • The challenge is getting unifying goals that motivate both management and the team! TSP Symposium 2011 Atlanta 5
Applying TSP for Motivating Management Goals Motivating Management Goals Services Advice • take more time on launch preparation take more time on launch preparation Example Goals Example Goals • Decrease time • Get the true stakeholders between Problem – Who does the team leader report to? Call and – Who does the team leader get the Wh d th t l d t th R Resolution l ti • Tell the story with most phone calls / emails from? Data – Is the identified stakeholder impacted • Do Good Work b h by how well or poorly the team does? ll l th t d ? • Decrease • Be prepared to ask lots of questions to complaint phone help determine the unifying goals calls to Manager • Make commitments Make commitments – How are you impacted? you can keep – What are your wishes? – Explain what and how things have p g gone wrong in the past. TSP Symposium 2011 Atlanta 6
Applying TSP for Customizing Role Managers Customizing Role Managers Services The role specification provide guidance for people filling their principal responsibilities l filli th i i i l ibiliti Caution! Caution! – specialized for software development – For your particular service, are current roles: F ti l i t l • Satisfactory? • Required? What roles are needed to manage a service? TSP Symposium 2011 Atlanta 7
Applying TSP for Customizing Role Managers Customizing Role Managers Services EXAMPLE TSP Role Reviewed New TSP Services Managers for Services Role Managers Customer Interface Modify y Service Level Agreement Se ce e e g ee e Design Canceled Capability & Availability Implementation Canceled / Modify Supplier Agreement Test C Canceled Planning Modify Quality y Modify y Advice Process Modify - May varies for each service type Support Modify - Customize each service type TSP Symposium 2011 Atlanta 8
Applying TSP for Managing a Service Organization Managing a Service Organization Services Caution ! Identify the appropriate level for management t What makes sense to manage? • A service (a customer call) • A set of services (calls per period) • The service system (call service system) Advice Advice * May change for each service type * Consider the length and the impact g p of a single service delivery TSP Symposium 2011 Atlanta 9
Applying TSP for Managing a Service Organization Managing a Service Organization Services Caution! What are you going to manage? ? Advice: Understand the service, metrics and characteristics metrics and characteristics. Determine: • What the project is • What the project is – A service delivery vs. all of them • What the cycle is What the cycle is • What the process is • What the metrics are (EV?) • What the quality plan is TSP Symposium 2011 Atlanta 10
Applying TSP for Managing Firefighter Teams Managing Firefighter Teams Services Caution! There is a myth that a firefighter department cannot plan their work load. (service teams too) l d ( i t t ) – I cannot predict my daily load; – We cannot know: W t k • who is calling today • the nature of the call The nature of my work is unpredictable The nature of my work is unpredictable TSP Symposium 2011 Atlanta 11
Applying TSP for Managing Firefighter Teams Managing Firefighter Teams Services Advice: Understand the service system – Analyze historic data and identify: • Work load for each service • Turn around of the service • Resource capability and availability • Continuous or sporadic delivery – Mayor achievements : y • Work as a team • Reduce turn around time • Load balance and life balance TSP Symposium 2011 Atlanta 12
Applying TSP for Motivating Ownership of Quality Motivating Ownership of Quality Services Caution! Th The organization’s definition of quality often i ti ’ d fi iti f lit ft does not apply to day to day work. Employees may not understand E l t d t d how to deliver high quality services Will NOT be trained in PSP and thus NOT – have personal measures of quality – Understand cost of quality – Understand cost of quality – Have internalized the responsibility for quality TSP Symposium 2011 Atlanta 13
Applying TSP for Motivating Ownership of Quality Motivating Ownership of Quality Services Advice : Requires extra coaching – Define what quality means to them D fi h t lit t th – Define quality goals – Elaborate a personal definition of quality Elaborate a personal definition of quality – Define quality metrics C Coach the team: h h – To own quality – Change the focus from Change the focus from • Incident resolution Incident prevention p TSP Symposium 2011 Atlanta 14
Applying TSP for Process evolution Process evolution Services Caution! Meeting 3 will take looonger. • F For at least the initial launch, our experience shows services groups t l t th i iti l l h i h i – often have a “process flow” that does not match how they do the work – work as individuals in different ways – – do not have experience in defining a detailed process that has do not have experience in defining a detailed process that has • the right level of abstraction • a useful, useable measurement framework • The impacts of this are – looong meeting 3 when defining the process – a process that is too detailed and not useable in planning and tracking – a frustrated team a frustrated team • Yet, getting a good agreed to defined process is the biggest opportunity for service teams! service teams! TSP Symposium 2011 Atlanta 15
Applying TSP for Process evolution Process evolution Services Advice • On day 1, let the team go in great detailed y , g g Fundamentals! Fundamentals! discussion filling a white board and flip charts • Think PSP0 • During the break between day 1 and start of day 2, work with the process manager to build • Read PSP Chapter p a usable process from the details. bl f th d t il 13 again and again • This can produce – a nice abstracted process – Checklists Ch kli – A great start • Think PSP 0 – If there is not a clear process, record time and make lots of notes in the comment field – A process will emerge! A process will emerge! TSP Symposium 2011 Atlanta 16
Applying TSP for Improvement will Happen Improvement will Happen Services • Caution! This can be Frustrating! • Advice – Be patient – Be helpful – Be persistent p – Short cycle such that there is quicker time between • Checkpoint • PM • Relaunch Relaunch TSP Symposium 2011 Atlanta 17
Applying TSP for The 7 Key Lessons The 7 Key Lessons Services • Help management create motiving unifying goals • Customize role managers to fit the service • Managing a service team with data that works for the g g team! • Firefighting teams can use data to predict and manage. g g p g • Motivate ownership of quality • Nurture the team to evolve their processes N t th t t l th i • Have Patience …but push it…. Improvement will happen TSP Symposium 2011 Atlanta 18
Applying TSP for Services Guadalajara, México CIISA 2011 19
Applying TSP for One Last Thing One Last Thing Services We learned that services is different and that it required more coaching. What if we applied these same lessons to pp coaching software teams? TSP Symposium 2011 Atlanta 20
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