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SESSION 105 Wednesday, November 2, 10:15 AM - 11:15 AM
Track: Improving Service Management
Lean Service Management at John Deere
Carla Lienhard GIO Quality Manager,John Deere [email protected]
Session Description
In this session, you’ll learn how to create a lean service management (LSM) program powered by coaching and automated training. Discover how you can empower your team to implement the foundational elements of LSM as you learn how to lead a transformation, implement key elements of the process, and scale, improve, and measure your impact as you transform how your organization does business. (Experience Level: Intermediate)
Speaker Background Carla Lienhard is the the quality manager for John Deere’s Global IT Operations, where she prides herself on being a people-oriented global industry quality expert specializing in leadership, cultural transformation, and the continuous improvement of process, product, and personnel. She’s certified in Lean IT, ITIL, Agile, and Design for Six Sigma, and she’s an ASQ Certified Software Quality Engineer.
Lean Service ManagementA Grass Roots, Self-Promoting & Self-Sustaining Transformation
Carla Lienhard
Global IT Quality Manager, John Deere
Agenda
Introduction
History of Global IT Operations
Lean Service Management
Quality Dashboard
Carla LienhardBA Computer Information Systems from University of Northern Iowa
Joined John Deere in 2007
Telework from office in Georgia
Currently: Global IT Operations Service Management Quality Manager
Past: Enterprise Electronics Group Quality Engineer
Global Tractor Electronics Engineering & Enterprise Electronics Engineering Services Process & Tools Owner
Intel Corporation (1991-2001), Technical Project Manager, Information Manager, Technical Group Lead, Factory Automation JET Lead
Other: ASQ Certified Software Quality Engineer, Certified ScrumMaster, IEEE Contributor [P730] Software Quality 2013 re-write, Lean IT and ITIL Certified, Design for Six Sigma Black belt, Business Relationship Management Professional
People-Oriented Global Industry Quality Expert specializing in
1) Quality leadership and cultural transformation
2) Continuous improvement of process, product and personnel
History of Global IT OperationsEvolution of Global IT Operations
IT enabling Deere employees – employee critical
IT hosting dealer apps – dealer critical
IT hosting SAP - factory critical
IT hosting automated link to equipment – customer critical
GIO became critical to Deere!
IT consolidation brought together diverse groups with no common culture
No longer just a data center now that we are integrated into customer environments
Lean Service Management
Time for a video
Lean Service Management
Service catalog brings vocabulary of our customers to our retail and wholesale products and services
Leverage John Deere Quality System to establish capability and maturity metrics
Leveraging Deere best practices Continuous Improvement used in factories
Quality System used in factories and engineering
Quality System used for software development (CMMI)
Enterprise Agile
John Deere University
John Deere Enterprise Design for Six Sigma
Lean Service Management
Assessment categories for Phase 1 Risk Management
Service System Development
Work Planning
Decision Analysis and Resolution
Capacity and Availability Management
Service Delivery
Configuration and Change Management
Incident Resolution and Prevention
Lean Service Management Phase 1
KeyRSKM = Risk ManagementSSD = Strategic Service DevelopmentWP = Work PlanningDAR = Decision Analysis and ResolutionCAM = Capacity and Availability ManagementSD = Service DeliveryCM = Configuration ManagementIRP = Incident Resolution and Prevention
Overview of Business Goals for Phase 2LSM Phase 2 – SLMT & GIO Factory Focus
Service System Development Business Relationship Customer Interfaces Design Coordination Validation and Testing
Capacity and Availability Management Service Level Management Availability Management Capacity Management Configuration Management
Change Management Service Asset & Configuration Mgmt Change Evaluation
KeySLMT = Service Lane Management TeamGIO = Global IT Operations
Lean Service Management
Assessment categories for Phase 2 Service Strategy
User Experience Strategic Service Management
Service Design Service Continuity Supplier Agreement Management Information Security Management*
Service Transition Service System Transition Work Monitoring and Control
Service Operations Causal Analysis & Resolution Access Management*
• * Not part of ITIL or CMMI so used NIST
GIO Quality Dashboard
Overview of Business Goals for Phase 1 & 2
SSD & CAM WP & CM IRP & SD
SC, SAM
& ISMSST & WMC CAR & AM
SSM & UX
KeySSD = Strategic System DevelopmentSD = Service DeliveryCAM = Capacity and Availability ManagementWP = Work PlanningCM = Configuration ManagementIRP = Incident Resolution and PreventionSC = Service ContinuitySAM = Supplier Agreement ManagementISM = Information Security ManagementSST = Strategic Service TransitionWMC = Work Monitoring and ControlCAR = Casual Analysis and ResolutionAM = Access ManagementSSM = Strategic Service ManagementUX = User Experience
Scale for capability and maturity
• Assessment 2 hours or less
Results for Leading Metrics
Results for Leading Metrics
Results for Leading Metrics
Overview of Business Goals for Phase 3
DM, FM, BRM
AsM, RsM, CEKey
AsM = Asset ManagementRsM = Release ManagementCE = Change EvaluationDM = Demand ManagementFM = Financial ManagementBRM = Business Relationship Management
How did we do it?• Department training site
• John Deere University standard automated training
• Ability to do group training and include non-Deere personnel
• Ability to track coverage of training and feedback
• Spiral iterations
• 1900 employees world wide from Q2 2015 through end of Q2 2016
• Spiral definitions (All voluntary participation / sign up)
• Spiral 1 = pilot (1 team)
• Spiral 2 = early adopters (8 teams)
• Spiral 3 = open enrollment (>15 teams)
• Spiral 4 = open enrollment (>15 teams)
• Spiral 5 = open enrollment (>8 teams)
• Spiral 6 = open enrollment (>18 teams)
• Self-sustaining coaching system (previous spiral)
• Asking to participate and asking for re-assessment
Thank you for attending this session.
Please don’t forget to complete an evaluation for this session!
Evaluation forms can be completed electronically on the
FUSION 16 Conference App.
