Learning Launch

Challenge

I am working in reputed organization and part of the 11-member’s team. everybody working on

same location and half of the team is relatively new to the product. We also have support team working  closely with customer from different part of regions(location).  Our challenge is to improve efficiency of  the team as we are struggling to manage maintenance work while are getting new projects from our  customer. we are limited with resource as management not ready to expand.  In way it is good problem  to have as we have interesting work to do.    Selection

As we are already loaded with lot of work, we do not have luxury of time to try many things, so

we chose the learning launch tool. It’ll not affect our regular work much and meant to quickly test an  idea and prototype.    Application

We focused on the team time where it spends as part of our learning launch. We introduced

new tool called OrangeScrum to get the details of work and time spend by everyone in a team. we  allocated one resource to learn and setup OrangeScrum tool and in a week time, the tool setup is over  and educated the team to use OrangeScrum. this is tested our assumption that we are spending  unnecessary time for helping support team to answer customer query.  After the month, we get report from the tool to see how much time team spends for each category of  task. As we expected we spend 15% of time for helping support team and another 10% time is spend on  solving internal issue like build issue and environment issues. The rest 75% is spend for the actual  planned work.    Some of the request from the support team were repeated one and comes from different

customer and different person.    Insight

By applying learning launch tool, we identified that our assumption and result were slightly

different as we are spending 10% of unplanned activity on internal issues. But 15% is time what we  expected to find in this activity.

The support team query is due to the lack of documentation, mostly repeated queries are

configuration issues and troubleshooting documentation is missing to resolve those issues.

Other 10% time is due to manual process we follow.

Approach    As we already identified the where team spending the time and as gained in the insight, we are

lacking documentation and automation. Our approach is to document each support team request with  solution in shared location and educate the support team to look at the available resource before  request support from our team.

We also need to automate the build process to reduce the time spending over there to improve

our efficiency. We’ll go for second round of learning launching after 6 months to see how much we  improved and where we are spending the time now.

