IT Professional Services  & Management Consulting - Continual Service Improvement

Micromation Blog

Better Customer Service Desk using Lean IT Thinking

Posted by David Smith on Feb 28, 2016 11:54:47 AM

Eyes are the windows of the soul

We've all heard and possibly even used the expression "the eyes are the windows of the soul".  The thinking is that when we look into someone's eyes, we can see their soul "who they really are", "if we like them" and all "in a heart-beat" of time.   In fact, scientific research has found there may be some truth to this by observing patterns found in the pupil and correlating them to emotional traits. 

Do customers see soul of IT through Service Desk?

Every customer experience with a service provider, good/bad or indifferent, is a “moment of truth”.  Did needs get fulfilled, adequately, quickly, and with minimal effort?   These moments or experiences shape our perceptions and opinions of the overall quality and service value received from a service provider.

Read More

Topics: Lean CSI, Lean IT

Helping Business Manage Disruptive Technologies with Lean IT

Posted by David Smith on Feb 3, 2016 6:17:29 AM

" They are generally "cheaper, simpler, smaller, and, frequently, more convenient to use." Disruptive technologies occur less frequently, but when they do, they can cause the failure of highly successful companies who are only prepared for sustaining technologies."

-Clayton Christensen, The Innovator's Dilemma.

 

Don't get SMACed by disruptive technology

The SMAC stack is a series of technologies that make use of social interactions, mobility, analytics driven by big data and cloud technology to improve the customer experience, increase asset utilization, reduce operating costs and above all increase throughput. 

Learn how Lean IT Disciplines can help you manage Disruptive Technologies.

 

Read More

Topics: Lean IT, ITSM Strategy

Better ITSM using Lean IT Thinking

Posted by David Smith on Jan 6, 2016 5:25:36 PM

IT Service Managers Breakdown

Let's face it, sometimes it's not easy being an IT Service Manager.

  • You’re under pressure to get new products/services launched; customers have to wait
  • You don't have enough time to consult/innovate for your customers
  • When new products/services are released they sometimes have issues
  • You have some resource constraints, bottleneck and skills gaps 
  • People naturally resist change
  • Making improvements stick and deliver value is not easy.

Lean IT brings new thinking and methods to IT Service Managers that will delight your customers by increasing your capacity to work more strategic and reduce time-to-value by minimizing non-value activities that consume your resources.

Read More

Topics: CSI, Lean CSI, Lean IT

Webinar: Lean IT - New thinking on delivering value with resource constraints

Posted by David Smith on Oct 13, 2015 6:30:11 PM

IT Resources Under Pressure!

Ever feel like your theme song is Under Pressure by Queen?

Pressure pushing down on me¶  ¶Pressing down on you, no man ask for¶

Like many organizations:

  • You’re under pressure to create customer value
  • You have resource constraints
  • People naturally resist change
  • Making improvements stick and deliver value is not easy.

Lean IT brings new thinking and methods that will delight your customers by increasing your capacity to work more strategic and reduce time-to-value by minimizing non-value activities that consume your resources.

Read More

Topics: CSI, Lean CSI

Lean CSI: New Thinking on Delivering More Value with Limited Resources

Posted by David Smith on Jun 22, 2015 3:19:00 PM

There's an App for That!

There’s been great accomplishments over the last four or five years in technology.   Cloud services makes it possible to get an App on just about anything, anywhere and anytime.    Not only that, there’re pretty good too considering you can use most across multiple platforms.    And there’re not that expensive, sometimes even free if you don’t need all the bells and whistles.    There’re mostly intuitive and easy to learn and use, if not no problem, just get another one.   And to top it off you can get them yourself and fast through App Stores without going through the hassles of IT or Procurement. 

Cloud Adoption, Tip of the Iceberg? 

Cloud services are so wildly successful, many organizations don’t realize how many are being used in their company.    SkyHigh Networks published Cloud Adoption & Risk Report Q1 2015 estimates the average company now uses 923 distinct cloud services which is up 21.6% over previous quarter. “That number is more than 10 times higher than what IT estimates, highlighting the exceptional growth in employee-led cloud adoption” and growing.

Icebergs Sink Ships!

For a CIO this brings up some interesting questions.   Who is responsible for cloud services?  What are the risks?  What impact will this have on legacy IT models?  How do we harvest value and minimize the risk? Where will we get the resources?

This article looks at some of the opportunities and challenges created by Cloud services through the lens of Lean CSI which is “new thinking on delivering value with resource constraints”.

Read More

Topics: Techniques, Tools, CSI, Metrics, Measurement, Lean CSI, Methods

Using Lean IT Measurements to Create Real Value – Learn How!

Posted by David Smith on Jun 11, 2015 3:30:00 PM

“The time, the time, who’s got the time?” asked March Hare

Scene from Alice in Wonderland

White Rabbit: N-n-n-no time, no time, no time! Hello, good bye, I'm late, I'm late
Alice: The Rabbit!
White Rabbit: I'm so late! I'm so very late
Mad Hatter: [snatching the White Rabbit's Watch] Well, no wonder you're late! Why this clock is EXACTLY two days slow!
White Rabbit: Two days slow?

Do you ever feel like you’re in Wonderland and your watch is two days slow?  One of the most important resources within IT is time. We “are too busy resolving incidents to document adequately”, “have no time to complete changes/projects properly”, “have no time to improve” or we “have to test less to meet delivery dates”.

Time is a precious resource, use it wisely 

This article presents the notion that time is a precious resource and should be used wisely.  That is, stop doing things that don’t add value.   See how to measure, learn and improve your use of time to create real value for competitive advantage.

Read More

Topics: Techniques, CSI, Metrics, Measurement

Tools and Techniques for Continual Improvement - CSI Register

Posted by David Smith on May 28, 2015 8:30:00 AM

Implementing Improvements is challenging

Implementing continuous quality improvements sounds easier than it really is.

People resist change – although humans are most adaptable to change, we all tend to resist it.   We go “kicking and screaming” until the benefits are made clear.   Then wish we had done it sooner.

Balance between PM science vs art – complexity of change is variable from project to project.  One improvement project can be simple and straight forward while the next is multi-dimensional.  Getting the right mix of rigor, method, skill, knowledge and experience is challenging.

Tools can be daunting - many project management tools are just too complex for most people and overkill for many improvement projects.     

Leadership by influence vs authority – most improvement projects involve resources from various departments who are not directly accountable to you.  Influencing people to get their commitment to support you is tough without authority.  

Credibility at stake – You’re as reputation is tied to your last project.  If the project was successful, you are a star, step forward.   If not, your credibility suffers, two steps back.

Reach your Goals with Less Effort and More Focus

Part 3 in this series of articles will share some tools and techniques for continual improvement that help Managers achieve their goals with less effort and more focus using a CSI Register.  See Part 1 – Domino Effect to create value faster with more focus and Part 2 – CSI Value Canvas to create compelling improvement plans that people embrace.

Read More

Topics: Techniques, Tools, CSI

Tools and Techniques for Continual Improvement - CSI Value Canvas

Posted by David Smith on May 27, 2015 8:30:00 AM

Three Common Challenges Managers Face

Continual improvement process managers face three common challenges:

  1. Breaking out of firefighting mode long enough to make an effective improvement strategy/plan;
  2. Getting senior management support, commitment and investment funding;
  3. And most importantly, winning the hearts and minds of the people who are effected by the changes.

Better Improvement Plans that People Embrace

Part 2 in this series of articles will share some tools and techniques for continual improvement that help Managers create compelling improvement plans that people embrace using a CSI Value Canvas.  See Part 1 – Domino Effect to create value faster with more focus and Part 3 - Improved management control using a CSI Register tool.

Read More

Topics: Techniques, Tools, CSI

Measure, Learn & Improve Services Value Proposition

Posted by David Smith on May 19, 2015 3:38:00 PM

Service Providers under Pressure to find Competitive Advantage

Knowing how your customers value your services is key to success.  Sometimes it’s tough to find the perfect blend of reliable service delivery with good quality and for the right cost.  Finding your optimal mix “the zone” gives you significant advantage to win new customers and keep them delighted.

Occasionally customers and service providers have different opinions of what value is.  Getting the right mix of benefits, features, quality, guarantees and costs is paramount to happy customers and a good night’s sleep.  Let’s call this right mix “the zone”.  You want to be in the zone at all times.  Focus too much in one area, say low cost, you risk other areas, like quality.  As the old expression goes “Good, fast or cheap; pick two”.  You get the point.

Get in the Zone and Create your Advantage 

This article presents some ideas, techniques, tips, tricks and best practices to help you improve your services value proposition.  That is, maximum value for the right cost, delivery and quality.  See how to measure, learn and improve your services value proposition for competitive advantage.

Read More

Topics: Techniques, CSI, Metrics, Measurement

Tools and Techniques for Continual Improvement - Domino Effect (Part 1 of 3)

Posted by David Smith on May 13, 2015 2:26:00 PM

CIOs & IT Managers under Pressure to Create Value

As an IT worker, it’s tough to put out the routine fires, take on more workload, keep pace with technology change, be expected to make service improvements and while reducing costs and resources.

Cloud computing now makes it possible for the business to bypass IT and directly buy the services they want, when they need them, inexpensively and with reasonably good quality.  

CIOs and IT Managers are under extreme pressure to create, deliver and demonstrate business value like never before.

Create Value Faster with More Focus 

Part 1 in this article will share some tools and techniques for continual improvement that help get the results you need faster using The Domino Effect.  Stay tuned for Part 2 - Better planning with Value Canvas tool and Part 3 - Improved management control using a Register tool.

Read More

Topics: Techniques, Tools, CSI

Subscribe to Email Updates

Recent Posts

Follow Me