BIO PRESENTATION W6 September 29, 2004 3:00 PM C USTOMER F OCUSED B USINESS M ETRICS THROUGHOUT THE SDLC Steve Wrenn Liberty Mutual Insurance Information Systems Better Software Conference & EXPO September 27-30, 2004 San Jose, CA USA
STEPHEN WRENN Stephen Wrenn is currently the Sr. Director of IT Service & Quality Assurance at Liberty Mutual Insurance Group. There he is responsible for bringing people, process and technology together to solve insurance business problems on a global basis. Prior to Liberty Mutual, Stephen was the VP of Global Service & Support for Enterasys Networks, where he led a team of service professionals in delivering industry leading network quality initiatives, and global expansion of Enterasys professional services. Stephen has over 20 years experience in IT company’s, holding leadership positions at Hewlett-Packard, Cabletron, and Cisco Systems. He has built technical support organizations in both the US and abroad, most recently encompassing offices in London, Singapore and Hong Kong. Stephen holds a B.S. in Electrical Engineering from the University of Massachusetts and an MBA from the Whittemore School of Business at the University of New Hampshire.
Customer Focused Business Metrics Throughout the SDLC Better Software Conference & Expo ’04 Measuring and Reporting Track Steve Wrenn, Director IT Service & Quality Assurance Liberty Mutual Insurance Group, Information Systems
Introduction � A quick overview of Liberty Mutual IS and it’s culture. � What we set out to do. � Our process or journey � Constraints � SDLC vs. PLC � Quality Framework � Development Focus � Outcomes � What we learned
Where We Were at Liberty � First of all you have to understand a few things about Liberty Mutual � Insurance Business is inherently Risk Adverse � Private Company with, until recently, mostly internal customer’s for IT � Currently profitable in a very stable and long-life business � After that very Much Like a Lot of IT Development Shops � Not enough time to do everything � Lack of controls…after all, Coding is an art right?
What We Set Out To do � Run IT Like a Business…. � Increase Level of Service to our customers by delivering high quality products and services on time and on budget. � Get it right the first time… One and Done!
Our Process to “Run IT Like A business” � First decide where we want to go. � Strategic objectives � Business objectives � Competitive advantage � Application Development Focus � Getting the Voice of the Customer (VOC). � Who’s the customer? � What do customers want/need � Operational Focus � TQM, Six-Sigma, CMMI Level ?
Customer Focus Better Faster CUSTOMER DELIGHT! Creativity, Flexibility and Cheaper Responsiveness are the Keys!
Our Process……. continued � Then evaluate where we currently stand. (Nothing new here, a simple GAP analysis should suffice nicely…yeah right!) � Baseline metrics….what metrics? � Our work is so unique you can’t measure it � Evaluation of current processes � Things are working fine, we’re making money, why do we want to change things � Processes were all different, so any metrics collected could not be compared. � All hard to do without knowing current output (systems thinking). � We finally settled on quality control data gathering for 6 months.
Our Constraints � The old project management triple constraint of scope, schedule and budget, and also a mindset that said get it done on time, at all costs. “What do you think was the main cause of this?”
It All Starts With Requirements Or does it?
SDLC vs. PLC Mindset � The software development life cycle of most companies are very well thought out and focused on getting a project done on time, on schedule and on scope. � How many of them are actually focused on delivering the customer what they want and need to be successful? How do they know if they are?
The PLC Feedback-Loop � Think customer input, which in most companies comes from the users of your current products and services. (VOC) � How many of you proactively use this information to feedback to your development teams the fruits of their labors, or to design your next product? “The past is a pretty good predictor of the future”
LMIG IT Quality Framework / Methodology Product Life Cycle (PLC) Plan Build Run Retire Customer Software Development Release/Acceptance Production PDCA PDCA PDCA (End-User) Life Cycle (SDLC) Pre-Production Quality Assurance • Requirements • Stress Testing • SLA Monitoring • SQA/Test Plan • Final SLA • Support Training B.U. • QA Deliverables • System Burn-in • EOL Strategy Voice of the Customer (Requests/Concerns) Change Management (For New & Production) Problem Management (Restore & Eliminate) Tools to enable Effectiveness & Efficiency Metrics for Success and Adjustments (Targets)
Our Development Focus � Plan and Build � Define, Design, Develop & Test � Before you jump into this, there is a little education that is extremely valuable. “How do you keep the team focused on getting the customer’s what they need to be successful?”
A Focused Development Team � Help them start to think like business managers � Take the time to explain to them what the fruits of their labors are. � They are not developing code, they are building pieces to a product that fit into a system or systems that somehow make money for the company! � Show them how their applications contribute, they may surprise you with their ideas here. � Show them how quality, both high and low, effects the outcome
From the Quality/Test Perspective � Worked with the development team to put metrics in place that constantly let them know how they and their processes are doing. � Plan, Do, Check, Act…. make it self-managing by building a metrics program or dashboard � Closed-loop, systems thinking and training � There can be a lot of cultural shock here.
Liberty IT Continuous Process Improvement People Process Optimum Productivity! Knowledge Sharing, Customer Focus Technology and Leadership are Key!
Our Outcomes � We developed a quality process and measurement program that collected few, but very specific measurements at each stage of our development cycle. � We improved our first release quality by 40% in the first 6 months of our initiative How did we do it?
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