"so – are we getting better?”
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So – are we getting any better?Amdocs case study
Agile Israel 2012
Shirly Paster-Benor
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Contents
Information Security Level 2 – Sensitive© 2012 – Proprietary and Confidential Information of Amdocs
● Background● The need for measurements and the conflict ● Key Performance Indicators (KPIs) guidelines● Amdocs KPIs and views● Questions?
“…we provide state-of-the-art customer experience system products and services, allowing Service Providers to achieve their business goals and gain a competitive edge”
annual revenues in excess of
$3 billion global employees
20,000customers in over
50 countriesSome of our customers
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~4000 employees
35 product
6 locations
8 lines of business
More then 100 components
1 portfolio
PBG Division – Product Business Group
© 2010 – Proprietary of Amdocs6
From Team Agility to Enterprise Agility
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Wait!
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Are we getting any better?
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Are my projects progressing as planned?
Are we ready to deliver the release on time?
Can we deliver more?How efficient are we?
What is our cost? Can we reduce it?
Can I commit to my customers?
Do we have enough work for next iteration?
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Measurements? OK
.….but we are working Agile…
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The conflict
● Self managed teams● Subjective estimation units ● Dynamic backlog● Fixed sprints ● Commitment based on past results● Scope change is embraced
Information Security Level 2 – Sensitive© 2012 – Proprietary and Confidential Information of Amdocs
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We need KPIs that will improve business
performance through Agile behavior driving
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4 guidelines
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Aligned with organization goals
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Drives Agile & Lean behavior
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Same KPIs for top management and for teams
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Transparent - reflects reality
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Training & Buy In
Start Measure Stable Measure (+believe)
Continuous Improvement
Expose to Management
Design KPIs with stakeholders
Implementation process
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Our selection
KPIs supporting biz target● Productivity● Readiness● Predictability● Cycle time
Performance improvement views/reports● EVM● Impediments RCA
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Productivity
Information Security Level 2 – Sensitive© 2012 – Proprietary and Confidential Information of Amdocs
Release 8.1 Release 8.2
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Readiness
Information Security Level 2 – Sensitive© 2012 – Proprietary and Confidential Information of Amdocs
2011.06.13 2011.06.28 2011.07.13 2011.07.28 2011.08.12 2011.08.27 2011.09.11 2011.09.26 2011.10.110
100
200
300
400
500
600
700
800
900
% ready storiesSprint end
Release end
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Predictability
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EVM – a tool for project management
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% done scope
% consumed budget
Reference
Scope changes
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Impediments RCA
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Number of impediments Cumulative impediments duration
52 days waste10 Stories impeded
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KPIs tips
● Used by management as well as by teams for continuous improvement
● Provides fuel for meaningful conversation.● Crystalize 2-3 business goals and derive KPIs from them● Choose a small set of metrics and diagnostics.● Follow trends, not numbers.● Make sure it is easy to collect.● Provides feedback on a frequent and regular basis.● Do not compare teams results, measure each unit’s
improvement
Information Security Level 2 – Sensitive© 2012 – Proprietary and Confidential Information of Amdocs
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Thank You!
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Average cycle time
Information Security Level 2 – Sensitive© 2012 – Proprietary and Confidential Information of Amdocs
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