Apply Lean Six Sigma to Service Industry: A real methodology to sustain your competitive advantage! - Individual Capacity Screening

Transcription

1 Apply Lean Six Sigma to Service Industry: A real methodology to sustain your competitive advantage! - Individual Capacity Screening 1

2 Agenda Introducing Ulysses Consulting Luxembourg. Staffing Management Plan. Key Roles in a LSS Project. Responsabilities. Skills Matrix. Staffing your LSS Project. 2

3 Activities of Ulysses HR Headhunting Recruitment & Selection IT IT Recruitment Co-Sourcing Temporary IT Resources (SAP, Service Management, process improvement, J2EE,.NET, ) 3 HR Engineering for the ICT market A business approach to Recruitment & Talent Acquisition

4 Why a Headhunter? CVs of Master Black belts (Manufacturing Industries) A seminar about Lean Six Sigma applied to IT Services Join Effort with PMI, AIT Group and Ulysses Personally strong interest in Methodologies and PM WG Hermes Luxembourg 4

5 Staffing Management Plan 9.1 Organizational Planning 9.4 Team Mgt 5

6 Staffing Management Plan (ctd) What Define specific roles and skills to execute project tasks How Based on the tasks in the WBS refine initial description of roles identified in the earlier stage of the project. Determine timetable for the needed staff. Determine availability of the staff Secure the needed staff Identify training or coaching needed Iteratively refine the staffing plan Over the course of the project, period of time person or skills set is needed and number of hours. Work with management to determine if staff with the required skills within the timeframe is available. external resources needed? Work with the project sponsor to get more resources if needed. Negotiate with staff s management to make staff available. Prioritize competing projects. Plan training, coaching according to timeframe. Adjust according to project schedule development. 6

7 Staffing Management Plan (ctd) What Define specific roles and skills to execute project tasks How Based on the tasks in the WBS refine initial description of roles identified in the earlier stage of the project. Determine timetable for the needed staff. Determine availability of the staff Secure the needed staff Identify training or coaching needed Iteratively refine the staffing plan Over the course of the project, period of time person or skills set is needed and number of hours. Work with management to determine if staff with the required skills within the timeframe is available. external resources needed? Work with the project sponsor to get more resources if needed. Negotiate with staff s management to make staff available. Prioritize competing projects. Plan training, coaching according to timeframe. Adjust according to project schedule development. 7

8 Key Roles in a LSS Project Trains BBs and GBs Leads complex projects Internal deployment leader Owns deployment plan Capture and reports metrics Leads larger LSS projects Coaches GB Conducts LSS training Develop LSS strategic plans (Full or part-time) Master Black Belt Black Belt Owns vision, direction, business results Leads changes, Allocate resources Run steering committe Owns value streams Owns financial results Remove barriers, Mediating Champion ALL EMPLOYEES Provide data and VOC inputs Apply concepts to their own jobs and work area Green Belt Process Owner Team Members Facilitator Sponsors LSS projects Responsible for executions Provide resources for projects Reports on ROI Remove roadblocks Team or Project Specific support (Part-time) 8 Leads projects SME on process area (Part-time)

9 Key Roles in a LSS Project (Ctd) Internal deployment leader Owns deployment plan Capture and reports metrics Trains BBs and GBs Leads complex projects Leads larger LSS projects Coaches GB Conducts LSS training Develop LSS strategic plans (Full or part-time) 9 Master Black Belt Owns vision, direction, business results Leads changes Allocate resources Run steering committe (SC) Deployment Lead Black Belt Executive Champion ALL EMPLOYEES Provide data and VOC inputs Apply concepts to their own jobs and work area Green Belt Leads projects SME on process area (Part-time) VS Champion Process Owner Team Members Owns value streams Owns financial results Remove barriers Coordinates with SC and Deployment lead Sponsors LSS projects Responsible for executions Provide resources for projects Reports on ROI Remove roadblocks Team or Project Specific support (Part-time)

10 Key Roles in a LSS Project (Ctd) EXECUTIVE CHAMPION GRAND CHAMPION CHAMPION Chairman Sony Corporation Chairman Sony Europe General Manager Sony Alsace SECTOR CHAMPION BLACK BELT GREEN BELT YELLOW BELT WHITE BELT Directors Sony Alsace Managers Sony Alsace - PM SME of each business line Employees with 3 to 5 years exp. Employees with less than 3 years exp. 10

11 Matrix Business Skills Needed Needed? Champion Business and Operations Local Business Processes Cross-Functional thinker Complex Business processes Identify Business Opportunities Customer promotion: CTQ-CS LSS Believer Process Owner Master BB Black Belt Green Belt Facilitator 11

12 Matrix Hard Skills Needed Important Champion LSS Methodologies & Tools Maths & Stats Statistical Tools Project Management Change Management Time Management Meeting Management Presentation Management Applications (DB, Spreads., ) Process Owner Master BB Black Belt Green Belt Facilitator 12

13 Matrix Soft Skills Critical Important Communication - Empathy Leadership Change Management Negotiation, crisis, conflicts Involve Stakeholders Train Team Builder New Ideas and Suggestions Analytical Rigorous Problem Solver Ownership Risk Taker Stress Resistant Quick Learner Champion Process Owner Master BB Black Belt Green Belt Facilitator Interpersonal Personal 13

14 Staffing: Involve HR! Key factor of success - right people for the right project Competences Mgt Job Descriptions Selection People Management Training Reward Metrics Fish-tank Retention HR department and its activities are a good candidates for LSS projects 14

15 Staffing: Train, Hire, Contract? Lean Six Sigma specificities Based on very specific methodologies and tools It s cultural Deeply linked to Company s business, processes and structure It s a continuous process Widely spread within the organization 15 You won t avoid training of current staff Knowing the organization vs LSS tools and methods Commitment vs Paycheck Hiring based on timeframe and current resources First LSS program, hire or contract to set framework Take into account shortage of humanresources Employee loyalty

16 Staffing: Costs Type of Costs Training Certification Substitution Hiring Recruitment Recognition, rewarding program Hardware, Software, Infrastructure 16

17 Staffing: Recruitment Costs Recruitment Costs No Cure No Pay: Success Fee (% of Annual Salary) Retainer: Retainer Fee (fix amount) + Success Fee Headhunting: Success Fee (3 x 1/3) Contingency: Success Fee but no specific search Access to Job boards Testing: Psychometric tests 17

18 Staffing: Salary Trends Salary Trend Master Black Belt Source: ITJobsWatch 1 GBP = 1,47 EUR 18

19 Staffing: Salary Trends (Ctd) Salary Trend Black Belt Source: ITJobsWatch 1 GBP = 1,47 EUR 19

20 For more information on how Ulysses can help your organization, please contact us Ulysses Consulting Luxembourg SA Rue Jean Engling, 12 L-1466, Dommeldange

21 Apply Lean Six Sigma to Service Industry: A real methodology to sustain your competitive advantage! - Individual Capacity Screening - Back-up Material 21

22 Champion s Responsabilities Senior Manager Part-time job Change Agent Responsabilities Select and assess LSS projects Initiate LSS projects Day-to-day responsability for the business process to be improved Remove roadblocks Ensure LSS project team has resources to successfully execute the project Deployment of the program Lead change management Mediating issues between BB/MBB and Top Management Run Steering Committee Own Value streams and Financial results Align LSS program to Organization s goals and objectives 22 Accountable for LSS program success

23 Process Owner s Responsabilities Middle Manager Part-time job Change agent Responsabilities Responsible for the LSS execution within his department Sponsor the LSS project Provide resources Report on ROI Remove roadblocks Inspire and motivate team members 23

24 Master BB s Job Description BB = Black Belt Full-time job Middle Manager Change Agent Responsabilities Strategizing on LSS projects Participate to project selection Key support person to the Champions to assist in project Definition Watchdog of LSS deployment Owns Deployment plan Revising and Improving methodology and statistical tools Link between Champion and BBs Lead large and complex LSS projects Data capture and metrics Training and coaching of Six Sigma GB and BB 24 Help Process Owner with transition

25 BB s Job Description BB = Black Belt Full-time job Team Leader Change Agent Responsabilities Lead cross-functional LSS projects Link betwen line employees and management Train and coach GB and junior BB Conduct LSS training Develop strategic LSS program with MBB Inspire project team even if no management position 25

26 GB s Job Description GB = Green Belt Usually Part-time job (5-25 %) SME Change Agent Responsabilities Deploying their organisation s LSS program Leading and executing process-level improvement projects as part of their overall job Participating as a team member and partner in Black Belt projects Helping to direct and collect data and conduct experiments for improvement projects Do much of the legwork Working with process owners to ensure project gains are held Facilitating the sharing of best practices throughout the organisation 26

27 Facilitator s Job Description Senior Manager Part-time job Change Agent Responsabilities Solving out problems Enabling group and individuals to work out solutions Manage conflict Helping timely decision in crisis situation Establish decision-making process 27

28 Staffing: Involve HR! HR can assist in Key factor of success - right people for the right project Competences Management Creating job descriptions Providing tools to keep motivation up Rewarding and recognition program 28 Selecting appropriate people Selecting training suppliers Assisting organization in Change Management Assisting BB in conflict management Assisting BB in team management Experience in scorecards, in analyze and metrics LSS projects might be good fish-tank for promotions Retaining good employees HR department and its activities are a good candidates for LSS projects