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2015
Transforming Organizations – from the Perspective of a
Technical Mind
Annette Beatty
October 15, 2015
#GHC15
2015
2015
Agenda
Engineering Mindset
Transformation Examples (ok – Case Studies)
Tools
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Engineering Mindset
3
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Problem Solving as an Engineer
Understand the environment
Analyze the issue
Narrow down the problem area
Experimentation iteration − Troubleshoot the issue
Resolution!!
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Serving a Web Page
Content
Application
Operating System
(Linux/Windows)
Hardware
(IBM/HP/SUN)
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Career Journey
S/W
En
g
S/W
De
ve
lop
me
nt
Ma
nag
er
Sta
ff S/W
En
g
Sr S
/W E
ng
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Annette’s Journey Line
Career/Job Timeline
+ E
motio
nal E
nerg
y/
-
Motiv
atio
nal S
tate
Programmer
1st real job
Got a shot at doing
Software engineering
Company direction
poor– survived
2 layoffs,
then left
Another
small
company, 1st
s/w engineer
Moved to Sun
combining technical
& social skills
Oppty to
do formal
mgmt work
Job scope
increases –
3rd line mgmt
Global mgmt
oppty in different
org
Re-org merge
into another
group
Career
growth
stopped
Engagement
Mgr
Tech geek years Lobotomy years
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Team isn’t performing well
PROBLEM
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Technical Problem Solving Algorithm…
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Tools
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Examples
11
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First line management UNIX team
− 8 systems administrators
Team dominated by senior staff
− No collaboration
− Limited innovation
• It’s always been done this way
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Development Operations Architecture
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Employee Satisfaction
4.35
4.09
4.02
4.19
3.45
4.20
4.04
3.90
4.26
4.33
3.46
4.06
4.13
0.00 1.00 2.00 3.00 4.00 5.00
(2.1) Do I know what is expected of me at work?
(2.2) Do I have the materials and equipment I need to do my work right?
(2.3) At work, do I have the opportunity to do what I do best everyday?
(2.4) Do I have the materials and equipment I need to do my work right?
(2.5) In the last seven days, have I received recognition or praise for doing good work?
(2.6) Does my supervisor or someone at work seem to care about me as a person?
(2.7) Is there someone at work who encourages my development?
(2.8) At work, do my opinions seem to count?
(2.9) Do you know how your work impacts the company?
(2.10) Are my co-workers committed to doing quality work?
(2.11) Do I have a best friend at work?
(2.12) In the last six months, has someone at work talked to me about my progress?
(2.13) This last year, have I had the opportunity at work to learn and grow?
SMG Climate Survey Organization Overall Avg
In the last 7 days, have I received recognition or praise for doing good work? 3.45
At work, do my opinions count?
Do I have a best friend at work?
3.90
3.46
Overall Average – 4.04
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Show Me the Money!!
$25M in licensing cost savings
23 to 9 days average for open tickets
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Service Delivery Group
IT infrastructure delivery mechanism
− Between business units and IT entities
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2015
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Table stakes
− Regular 1-on-1’s
− Staff meetings
Reorganization
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Business Integration
Architecture Project Run the Business
Service Delivery Project Life Cycle
20
Priority High level scope
Project definition Infrastructure architecture
Sustainable infrastructure
Design Implementation Maintenance Coordination
“Always on”
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A New Way of Doing Business
21
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Employee Survey Results
Manager Leadership
FY11 FY12 FY13 FY14 Overall Increase
Participation 86 93 100 +14
Employee Engagement 74 77 83 86 +12
Decision Making 59 74 66 82 +23
Innovation Practices 63 63 81 87 +24
Job satisfaction 76 79 89 90 +14
Personal Growth & Development 59 73 76 90 +31
Resources & Work Processes 67 71 64 73 +6
Teamwork & Community 67 78 95 96 +29
Manager Support 79 95 +16
Performance Management 77 77 77 87 +10
Average 67.8 75.3 80.3 88.6 +18
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What I’ve Learned
23
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Patterns
Feelings of under-appreciation
Team not connected
No “higher purpose”
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Low Hanging Fruit
Organizational “table stakes” being met?
− Regular staff meetings, 1-on-1’s
− Regular staff appreciation
Key staff members alignment?
Structure/logic of organization make sense?
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Successful Things I’ve Tried Prioritize
− Regular staff meetings, 1-on-1’s
− Donuts!
Different “programs” − Move people around
− Small, consistent staff appreciation events
− Ticket Tues/Communication Thursday
− 100,000 Grand Game
− Coffee Monday/Beer Friday stand up
− Kanban boards
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Committed
Proactive
• Process-centric • HR-aligned
processes • Competency
centers • Fire prevention
focus • Trending metrics
•Tiered support •Process roles •Formal staff
development •Training pgms. •Staff utilization
metrics
• Service-centric. • New roles • "Trusted service
provider" • Skills mgmt. • Service quality
goals • Utilizes industry
best practices
Service-Aligned
Business Partner
•Informal org. •Virtual teaming •Relationship mgrs.
focus on business •Very effective
sourcing skills •Business-IT staff
rotation •CREATES industry
best practices Awareness
• Staff by technology
• Decentralized • Hero-oriented
culture • Low customer
confidence • Informal
reviews
Informal Individual Staff Leverage
Business Focus
Formal Team Staff Leverage
Service Focus
Process Focus
Level 2
Level 3
Level 1
Level 4
Level 5
Invest in People Management Maturity
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Parting gifts… (How I’ve done org transformation)
Studied organization books
Analyzed how best to use those tools
Applied logic to organizational structure
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WIIFM
29
2015
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