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A Presentation by

Peter Leeson
to the

Romanian Association for Better Software


August 2, 2012 City-Plaza Hotel, Cluj-Napoca (Romania) Q:PIT Ltd 2012

Can Process Make You Happy?

Cluj-Napoca 02 August 2012

CanProcess MakeYouHappy?
Makingyourorganizationworkfor you

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Q:PIT Ltd 2011-2012

CopyrightStatement
SM ArchitectureTradeoffAnalysisMethod,ATAM,CMMIntegration,COTSUsage RiskEvaluation,CURE,EPIC,EvolutionaryProcessforIntegratingCOTSbased systems,FrameworkforSoftwareProductLinePractice,IDEAL,InterimProfile, OAR,OCTAVE,OperationallyCriticalThreat,Asset,andVulnerabilityEvaluation, OptionsAnalysisforReengineering,PersonalSoftwareProcess,PLTP,ProductLine TechnicalProbe,PSP,SCAMPI,SCAMPILeadAppraiser,SCE,SEPG,SoSNavigator,T Checks,TeamSoftwareProcess,TSP,areservicemarksofCarnegieMellon University TM CarnegieMellonSoftwareEngineeringInstitute(stylized),CarnegieMellon SoftwareEngineeringInstitute(anddesign),Simplex,Stylizedhexagonare trademarksofCarnegieMellonUniversity Q:PITisatrademarkofQ:PITLtd,MiltonKeynes,UK CapabilityMaturityModel,CapabilityMaturityModeling,CarnegieMellon, CERT,CERTCoordinationCenter,CMM,CMMI,FloCon,OCTAVEareregisteredin theU.S.PatentandTrademarkOfficebyCarnegieMellonUniversity TheQ:PITswirlisaregisteredtrademarkofQ:PITLtd,MiltonKeynes,UK

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PeterLeeson
DirectorofQ:PITLtd SCAMPILeadAppraiserandCMMIInstructor SEIVisitingScientist Over35yearsofsoftwareengineering 20yearsasprocessimprovementprofessional ProcessImprovementexperienceinAustralia, Austria,Belgium,China,Denmark,England, France,Germany,India,Ireland,Japan,Mexico, Netherlands,Poland,Romania,Spain,Sweden, Switzerland
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Q:PITLtd
Internationalassociationofindependent processimprovementprofessionals Q:PITmeans
ReducingthecostofQualitythroughProcess improvement,Informationmanagementand Teamwork

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Whatarewetryingtoachieve?

FoundationsofQuality
People

Process

Technology

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Whatdoyouneed?

Whatdoyouneed?

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Whatdoyouneed?

Howdoyoumakepeoplehappy?

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LivingWages

Resources

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Skills

Continuity

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Stability

Plan

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Methodology

ViewtheProduct

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Vision

Environment

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Leadership

Team

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Support

Control

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Voice

Recognition

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Feedback

Trust

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Eustress

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FreedominFramework

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Puttingitintocontext

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Maslow

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Maslow
Morality,creativity,spontaneity, problemsolving,lackof prejudice,acceptanceoffacts

Selfesteem,confidence, achievement,respectof/by others

Acceptanceoffacts LackofPrejudice ProblemSolving Creativity

Friendship,family,sexual intimacy

Securityofbody,employment, resources,morality,thefamily, health,property

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Maturity
MaturityisclimbingtheMaslow pyramid

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InanImmatureOrganization

Noconsensusonwhatarethe objectiveorgoalsof
Theorganisation Theproject Theproduct Theprocess
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Improving
Requirescommitmentfromalllevelsof managementandpractitionerstotheeffort Documentwhatyouaredoing,thenread whatyoudid Measure,collect,analyse,learn Managementrequiresthatprocessesbe documentedandmeasured Peopleaccepttolearnfromtheirmistakes ratherthanfearretribution
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LifeinaMaturingOrganization
People(atalllevels)seeissuesandproblems aspossibilitiestoimprove Measurementsareseenasanecessary managementtool Estimatesarebasedonfactsanddocumented Thescheduleisbasedontheestimates Commitmentismaintainedandconsideredas commitmentsbyallinvolved
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InaMatureOrganization

Workingtogethertowardsacommongoal
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AMatureCulture1/2
Commonapproachtotheworkandthesuccess oftheorganization Decisionsandestimatesbasedonfacts,dataand experience Plansbasedonwhatcanbeachievedand workingtogethertoensurecustomersatisfaction withregardtoquality,functionality,budgetand delays Assurancethattheresourcesrequiredforatask willbeavailableasexpected
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AMatureCulture2/2
Liberationoftheimaginationtocontinuous, commonimprovement Focusofallondeliveringaproductthatsatisfies thecustomerandplacingthecustomersneeds andexpectationsfirst Everyonetakingpersonalresponsibilityforthe qualityofhis/herownworkandensuringthatthe qualityisoptimizedbeforeresponsibilityis handedovertothenextstepofthedevelopment lifecycle
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ImmatureProcesses
Processesareadhocandimprovisedbypractitioners andtheirmanagement Processdescriptionsarenotrigorouslyfollowedor enforced Performanceishighlydependentoncurrent practitioners Understandingofthecurrentstatusofaprojectis limited Immatureprocessesresultinfightingfires:
notimetoimproveconstantlyreacting Firefightersgetburned Embersmayrekindlelater
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ImmatureProcesses
Processesareadhocandimprovisedbypractitioners andtheirmanagement Processdescriptionsarenotrigorouslyfollowedor enforced Performanceishighlydependentoncurrent practitioners Understandingofthecurrentstatusofaprojectis limited Immatureprocessesresultinfightingfires:
notimetoimproveconstantlyreacting Firefightersgetburned Embersmayrekindlelater
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MatureProcesses=FirePrevention
Processdescriptionsareconsistentwiththewaywork actuallygetsdone Theyaredefined,documented,andcontinuously improved Processesaresupportedvisiblybymanagementand others Theyarewellcontrolledprocessfidelityisevaluated andenforced Thereisconstructiveuseofproductandprocess measurement Technologyisintroducedinadisciplinedmanner
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TheRoleofProcess

Management Customer Engineering Teams

Environment

Methods Technical assets

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WhatIsaProcess?
Procedures and methods defining the relationship of tasks

People with skills, training, and motivation

Tools and equipment

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MatureProcessesAre Institutionalized
Thatsthewaywedothingsaroundhere Theorganizationbuildsaninfrastructurethat containseffective,usable,andconsistently appliedprocesses Theorganizationalcultureconveystheprocess Managementnurturestheculture Cultureisconveyedthroughrolemodelsand recognition Institutionalizedprocessesendureafterthe peoplewhooriginallydefinedthemhavegone
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UsingYourBrain
TheContextforImprovement

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TheDeliveryProcess

2. Plan

3. Work

1. Envision

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TheManagedProcess
4. Measure

2. Plan

3. Work

1. Envision

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TheImprovementProcess
5. Improve 4. Measure

2. Plan

3. Work

1. Envision

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TheRiskManagementProcess
5. Improve 4. Measure

2. Plan

3. Work

1. Envision

6. Discover

Enigma

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TheFourMajorAreas
5. Improve 4. Measure

2. Plan

3. Work

1. Envision

6. Discover

Enigma

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TheDevelopmentProcessAsHuman Reasoning
5 4

Left Brain
2 3

Right Brain
1 6

Limbic
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Cerebral
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TheFourQuadrantsoftheHuman Brain
Left Brain

Right Brain

Limbic
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Cerebral
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WholeBrainThinking
Stimuli

Me Ego Spirit Soul Self

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EstablishingDirection
DecidingtoChange PromotingChange

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ValueandCost
Whatisthevalueofimprovementtoyour organization? Whywouldyouwanttoinvestsomuch money,knowingyouwillhavenoreturnon investmentinthisbudgetcycleorthenext? Whatarethebenefitsofimprovementtoyour business,tothequalityofyourproductsand services,toyourcustomersatisfaction?
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CostandInvestment
Cost
Improvementisacost:
Staffisnotmadeavailable Toolsaretooexpensive Dontbothertherealprojects Whatistheminimumweneedto dotosatisfytheleadappraiser? CanwedoaCMMIappraisalin2 dayslikeanISOaudit? Focusontrainingstafftoanswer thequestionsoftheappraisalteam Staffaretrustedtounderstandand applywithouttrainingorsupport

Investment
Improvementisaninvestment:
Thecostofbadqualityis understood Improvingallfutureprojectsis criticallyimportant evenifit presentsarisktothesuccessof oneongoingproject Customersareinvolvedinthe improvementprogramme Allnewprocesses,projects, productsaremeasuredaccording toaprimaryneed Managementisactivelyandvisibly interestedinthereturnontheir investment
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ManagementandLeadership
Managementneedstounderstandthecostof processimprovementandbewillingtomakethe necessaryadjustments Leadershipmeansgoingtherefirst:
Ismanagementreadytoapplytheprinciplesof processimprovementtotheirownwork? Whodoesqualityassuranceonmanagementswork? Hasyourmanagementappliedformaldecisionand riskanalysistechniquestodecidingwhytheyshould doprocessimprovement?
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YourCEOsaid
ITisourbusiness.OuraimistodeliverinnovativeITsupportsolutionsthataddvalueforourcustomersand supporttheirbusinessgrowth. Wehelpourcustomersbyconstantlyinnovating,andintroducingnew,easier,andmoresecuresupportand deliveryservices.Wehelpincreasetheefficiencyofcustomers'operationsandaddvaluetorelatedproductsand services. Wealsobringvaluetoourcustomersenduserswhodependontheirreliability(and,bydefinition,tothe hardwareandsoftwaresuppliersthatservethem) throughtheprovisionoffast,secureserviceswhich,inmost instances,benefitfromavaluablequalityguarantee. And,ofcourse,webringvaluetotheconsumersandthebusinessesthatuseustomanagetheirinfrastructure by bringinggreaterlevelsofconvenience,security,andconfidence. Duringthepastfinancialyear,thenumberofcustomerswhorelyonusincreasedby14.7%. TechnologicalchangeishavingasignificantimpactontheEuropeanmarket.Forexample,ecommercerepresentsa largeandrapidlygrowingshareoftheoverallmarket,retailersareprogressivelyinvestinginnewfacilitiesand solutions,anditiswidelyanticipatedthatmobiledeviceswillcometobeusedtoinitiatesalesonamassscale.

Whatthe**** doesthatmean?
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Keywords
ITisourbusiness.OuraimistodeliverinnovativeITsupportsolutionsthataddvaluefor ourcustomersandsupporttheirbusinessgrowth. Wehelpourcustomersbyconstantlyinnovating,andintroducingnew,easier,andmore securesupportanddeliveryservices.Wehelpincreasetheefficiencyofcustomers' operationsandaddvaluetorelatedproductsandservices. Wealsobringvaluetoourcustomersenduserswhodependontheirreliability(and,by definition,tothehardwareandsoftwaresuppliersthatservethem) throughtheprovision offast,secureserviceswhich,inmostinstances,benefitfromavaluablequalityguarantee. And,ofcourse,webringvaluetotheconsumersandthebusinessesthatuseustomanage theirinfrastructure bybringinggreaterlevelsofconvenience,security,andconfidence. Duringthepastfinancialyear,thenumberofcustomerswhorelyonusincreasedby14.7%. TechnologicalchangeishavingasignificantimpactontheEuropeanmarket.Forexample,e commercerepresentsalargeandrapidlygrowingshareoftheoverallmarket,retailersare progressivelyinvestinginnewfacilitiesandsolutions,anditiswidelyanticipatedthat mobiledeviceswillcometobeusedtoinitiatesalesonamassscale.

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Keywords
ITisourbusiness.Ouraimistodeliverinnovative ITsupportsolutionsthataddvaluefor ourcustomersandsupporttheirbusinessgrowth. Wehelpourcustomersbyconstantlyinnovating,andintroducingnew,easier,andmore securesupportanddeliveryservices.Wehelpincreasetheefficiencyofcustomers' operationsandaddvaluetorelatedproductsandservices. Wealsobringvaluetoourcustomersenduserswhodependontheirreliability(and,by definition,tothehardwareandsoftwaresuppliersthatservethem) throughtheprovision offast,secureserviceswhich,inmostinstances,benefitfromavaluablequalityguarantee. And,ofcourse,webringvaluetotheconsumersandthebusinessesthatuseustomanage theirinfrastructure bybringinggreaterlevelsofconvenience,security,andconfidence. Duringthepastfinancialyear,thenumberofcustomerswhorelyonusincreased by14.7%. TechnologicalchangeishavingasignificantimpactontheEuropeanmarket.Forexample,e commercerepresentsalargeandrapidlygrowingshareoftheoverallmarket,retailersare progressively investinginnew facilitiesandsolutions,anditiswidelyanticipatedthat mobiledeviceswillcometobeusedtoinitiatesalesonamassscale.

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Innovation
Expectationfor
Change Cuttingedge Rapiddevelopmentanddelivery

Implementationfocus
Lean Agile Requirementsmanagement Peerreviews
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Keywords
ITisourbusiness.OuraimistodeliverinnovativeITsupportsolutionsthataddvaluefor ourcustomersandsupporttheirbusinessgrowth. Wehelpourcustomersbyconstantlyinnovating,andintroducingnew,easier,andmore secure supportanddeliveryservices.Wehelpincreasetheefficiencyofcustomers' operationsandaddvaluetorelatedproductsandservices. Wealsobringvaluetoourcustomersenduserswhodependontheirreliability (and,by definition,tothehardwareandsoftwaresuppliersthatservethem) throughtheprovision offast,secureserviceswhich,inmostinstances,benefitfromavaluablequalityguarantee. And,ofcourse,webringvaluetotheconsumersandthebusinessesthatuseustomanage theirinfrastructure bybringinggreaterlevelsofconvenience,security,andconfidence. Duringthepastfinancialyear,thenumberofcustomerswhorelyonusincreasedby14.7%. TechnologicalchangeishavingasignificantimpactontheEuropeanmarket.Forexample,e commercerepresentsalargeandrapidlygrowingshareoftheoverallmarket,retailersare progressivelyinvestinginnewfacilitiesandsolutions,anditiswidelyanticipatedthat mobiledeviceswillcometobeusedtoinitiatesalesonamassscale.

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Reliable
Expectationfor
Security Reliability

Implementationfocus:
Qualityassurance Configurationmanagement Strategicservicemanagement Incidentresolutionandprevention Servicecontinuity
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Keywords
ITisourbusiness.OuraimistodeliverinnovativeITsupportsolutionsthataddvaluefor ourcustomersandsupporttheirbusinessgrowth. Wehelpourcustomersbyconstantlyinnovating,andintroducingnew,easier,andmore securesupportanddeliveryservices.Wehelpincreasetheefficiency ofcustomers' operationsandaddvaluetorelatedproductsandservices. Wealsobringvalue toourcustomersenduserswhodependontheirreliability(and,by definition,tothehardwareandsoftwaresuppliersthatservethem) throughtheprovision offast,secureserviceswhich,inmostinstances,benefitfromavaluablequalityguarantee. And,ofcourse,webringvaluetotheconsumersandthebusinessesthatuseustomanage theirinfrastructure bybringinggreaterlevelsofconvenience,security,andconfidence. Duringthepastfinancialyear,thenumberofcustomerswhorelyonusincreasedby14.7%. TechnologicalchangeishavingasignificantimpactontheEuropeanmarket.Forexample,e commercerepresentsalargeandrapidlygrowingshareoftheoverallmarket,retailersare progressivelyinvestinginnewfacilitiesandsolutions,anditiswidelyanticipatedthat mobiledeviceswillcometobeusedtoinitiatesalesonamassscale.

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CustomerValue
Expectationfor
Customersatisfaction Efficiency

Implementationfocus:
Requirementsdevelopment Verificationandvalidation Organizationalperformance Quantitativemanagement
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Keywords
ITisourbusiness.Ouraimistodeliverinnovative ITsupportsolutionsthataddvaluefor ourcustomersandsupporttheirbusinessgrowth. Wehelpourcustomersbyconstantlyinnovating,andintroducingnew,easier,andmore secure supportanddeliveryservices.Wehelpincreasetheefficiency ofcustomers' operationsandaddvaluetorelatedproductsandservices. Wealsobringvalue toourcustomersenduserswhodependontheirreliability (and,by definition,tothehardwareandsoftwaresuppliersthatservethem) throughtheprovision offast,secureserviceswhich,inmostinstances,benefitfromavaluablequalityguarantee. And,ofcourse,webringvaluetotheconsumersandthebusinessesthatuseustomanage theirinfrastructure bybringinggreaterlevelsofconvenience,security,andconfidence. Duringthepastfinancialyear,thenumberofcustomerswhorelyonusincreased by14.7%. TechnologicalchangeishavingasignificantimpactontheEuropeanmarket.Forexample,e commercerepresentsalargeandrapidlygrowingshareoftheoverallmarket,retailersare progressively investinginnew facilitiesandsolutions,anditiswidelyanticipatedthat mobiledeviceswillcometobeusedtoinitiatesalesonamassscale.

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Policies
Translatingrealobjectivesintorealistic expectations Policiesareconstitutionallaw
Nooneisabovethelaw Itisknownbyeveryone

Ifthepolicydoesnotcomefromsenior management,theywillnotconsiderthemselves boundbythepolicy Thepoliciesreflectthemanagementexpectations (andnotthecontentsofsomemodel,standard ortheory!)


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WritingaPolicy
Questions:
Whatmakesusdifferentfromothers? Whywouldaprospectcometousratherthantoourcompetitors? Howcanweensurethatwearesatisfyingourcustomerswithout jeopardizingthefutureofourorganization? Whatdowemeanwhenweusetheword"quality"?Howdowe measurethat? Whatarethecriticalpracticesthatarerequiredbyallteamsinorder tosatisfytheseobjectives? Whatbehaviourdoweexpectfromourstaff? Howcanweensurethatwelearnandcontinuouslyimprovethese practicesandbehavioursovertime? Howcanweencourage,monitor,measureandenforcethisbehaviour? Howcanwecommunicatethistoeveryoneconcerned?

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ContentsofthePolicy
DefineQuality
Whenyoutalkaboutqualityinyourmarketingmaterial, whatdoyoumean?Howdoyoudefinequalityina pragmatic,measurablemanner?

ProcessExpectations
Whydoyoubelievethatprocessisgoingtohelpyour organization? Whatdoyouexpecttogetoutofprocesses?

StaffExpectations
Whatdoyouexpectyourstafftobedoing?Whatshould theirattitudebe? Whatdoyouwantyourstafftodeliverintermsofresults?
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EnforcingthePolicy
Alawisuselessifitisnotenforced Thepolicymustreflectthemonitoring,control andenforcementprocedure Beforeenforcingstaffactivities,youneedto understandhowtomonitorit,howto measureyourobjectives

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FocusedImprovement
QA

Solid basis for change through Configuration Management


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HowtoMeasure
Whatdoyoubelievewillbethevisible difference?Ifthereisnovisibledifferencein effect,dontdoit Howcanyoureducetheuncertaintyofthe result? Whatdoyoualreadyknow?Whatcanyou findout?

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KeepItSimple
Youcanreduceuncertaintysignificantlyifyou collectalittleinformation Donotfallinthetrapofbelievingitneedsto beperfecttomeasure

Illustration from How to Measure Anything: Finding the Values of Intangibles in Business 2010 Douglas W. Hubbard
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StartatMaturityLevel2
Level 5 Optimizing
Causal Analysis and Resolution Organizational Performance Management

Process Areas

Quantitative Project Management 4 Quantitatively Managed Organizational Process Performance Customer and Product Requirements Organization Process Definition Validation Verification Technical Solution Product Integration Risk Management Organizational Training Project Planning Configuration Management Measurement and Analysis

Defined

Organizational Process Focus Integrated Project Management Decision Analysis & Resolution Requirements Management Project Monitoring and Control Supplier Agreement Management Product and Process Quality Assurance

2 1

Managed Initial

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StartatMaturityLevel2
MaturityLevel2focusesonunderstanding whatsatisfiesneedsandexpectations,what works MaturityLevel3focusesonsharingthebest practicesthatwereidentifiedatMaturity Level2

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StartatCapabilityLevel2
CapabilityLevel2focusesonunderstanding whatidentifyingtheexpectationsand allowingexperiencedpeopletosatisfythem aswellastheycan CapabilityLevel3focusesonsharingthebest practicesthatwereidentifiedatMaturity Level2

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ApplytheGenericPractices
1 Perform Specific Practices Establish an Organizational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher-Level Management Establish a Defined Process Collect Improvement Information
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First thisisreal,nottheory!
1 Perform Specific Practices Establish an Organizational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher-Level Management Establish a Defined Process Collect Improvement Information
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CommunicatetheOrganizational Expectations
1 Perform Specific Practices Establish an Organizational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher-Level Management Establish a Defined Process Collect Improvement Information
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Ensuretheyhavethemeans
1 Perform Specific Practices Establish an Organizational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher-Level Management Establish a Defined Process Collect Improvement Information
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todotheworkefficiently
1 Perform Specific Practices Establish an Organizational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher-Level Management Establish a Defined Process Collect Improvement Information
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andeffectively.
1 Perform Specific Practices Establish an Organizational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher-Level Management Establish a Defined Process Collect Improvement Information
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Checktheexpectationsaremet
1 Perform Specific Practices Establish an Organizational Policy Establish an Organizational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher-Level Management Establish a Defined Process Collect Improvement Information
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Onlythen,considerstandardizing
1 Perform Specific Practices Establish an Organizational Policy Plan the Process Provide Resources Assign Responsibility Train People Manage Configurations Identify and Involve Relevant Stakeholders Monitor and Control the Process Objectively Evaluate Adherence Review Status with Higher-Level Management Establish a Defined Process Collect Improvement Information
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GenericPractices

Whyareyou doingthis?

Whatvalueareyou gettingoutofit?

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GenericPractices

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GenericPractices

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GenericPractices

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Can Process Make You Happy?

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Alwaysremember
PerformanceImprovementisaculturechange
Itisnoteasy Itiscompletelydependentonmanagement Itcanbehighlysuccessfulifdonecorrectly Itrequiresyoutochange(andnotonlyeveryone else!)

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Can Process Make You Happy?

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Butitsworthit!
Theresultwillmakelifemorepredictablefor youinyourdailywork Theresultwillremovethebarriersthatkeep youfrombeingproudofyourwork Theresultwillfocusonfixingthesystem insteadofblamingthepeople

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Butitsworthit!
Theresultwillmakelifemorepredictablefor youinyourdailywork Theresultwillremovethebarriersthatkeep youfrombeingproudofyourwork Theresultwillfocusonfixingthesystem insteadofblamingthepeople

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Resources
Thispresentationcanbefoundat http://www.slideshare.net/PeterLeeson/can processmakeyouhappy13828882 Thefirstpartofthispresentationisextracted fromForgetProcess;FocusonPeople(FP2): http://prezi.com/qm4wcnk_5hnb/forget processfocusonpeople/ (withexplanations)

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ContactInformation
PeterLeeson
Q:PITLtd POBox6066 MiltonKeynes MK19BH UnitedKingdom DirectLine:+44(0)2081334120 Tel:+44(0)1908506908 Fax:+44(0)7006010575 Mobile/Cell:+44(0)7739989867 EMail:Peter@qpit.ltd.uk Skype:qpitpjl Internet:http://www.qpit.net
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