Name: Gurwinder Singh

Challenge

I am hired as a change specialist of my organisation to change the existing silo culture into more  collaborative culture to increase customer satisfaction score by 30 percent . There are currently 5  teams with each has 9 members working on five different products that release features  to address  the rapid needs of customers during the COVID period. The existing culture is teams operate in a silo  manner and also product features are selected based on product owners knowledge that is  fragmented about the product and not customer driven.

Selection

As I do have digital product and agile cultural transformation experience and coached the team  members on Agile culture and Scrum framework of complex product development, I am going to try  learning launch tool to test the agile operating model of complex product development.

Application

For our learning launch, I focussed on implementing collaborative culture between three teams first  to ensure that team members can follow Agile Scrum framework in working together. All the three  teams share a common goal of working towards customer centric features identified through mind  mapping tool techniques. I setup a timeboxed, iterative and incremental culture for these teams and  every week, the individual team leaders share the lessons learnt and action required to further  improvement. In this way of experimentation, learning and action on continuous improvements  made the team working collaboratively towards a common goal. After two months of  experimentation, fine tuning and aligning all the team members to work collaboratively, then  implemented the same for the remaining three teams successfully.

Insight

Learning by experimentation across teams helped to understand the existing culture of the teams.  Also testing the agile operating model through learning launch tool helps to understand the pros and  cons of the model for each iteration of product development and I fine tuned accordingly. This tool  gives opportunity for the teams to practice the Agile scrum framework through each two weeks  iterations and continuously improve to work as a collaborative team. After two months, we received  a customer satisfaction score up by 20 percent and our journey continues towards a target score of  30 percent. The insight is each team can maintain a lessons learnt log after experimentation and  share across the other teams to learn and improve. This will help the teams to accelerate the  customer centric delivery

Approach

Next time, I may use Learning Launch tool and also mind mapping tool to ensure that from operating  model perspective use learning launch tool for test the model with one team. For structuring ideas  from the product owners, I will initiate mind mapping tool to capture all the ideas, prioritisation and  select right features that our customers want us to deliver. Combining this tool in digital and agile

cultural transformation will help me to accelerate the delivery of what our customers want to  increase the customer satisfaction score.

