Reflection - Visualization

Challenge:

I work for a company that creates computer software to support financial institutions.  Since creating  and writing software is a human activity, it lends itself to errors, or what we refer to as bugs or defects  in the software code.  I will use the term defects throughout the remainder of this paper.

Since I have a background in computer programming and I now work in project management with a  specialty in Lean Six Sigma process improvement, I was approached by our management team to help  find a solution to our ever-growing defect backlog.  To be specific, over the past 15 years we had  amassed over 7,500 defects and we didn’t have a process that allowed us to resolve defects at the same  rate in which they were identified.

The process currently in place required three separate business units within our company to coordinate  their work efforts to write, test, and deliver a defect fix to our financial institution customers.  I will also  add that these three groups didn’t communicate well with each other nor did they get along very well.

My challenge was to not only help find a solution to the defect backlog, but I also had to find a way to  get the teams to work together to identify all the pain points in the current process.  I felt this was the  first and most critical step.

Selection:

I decided to start with Visualization of the current-state process. I felt this would give the teams an  icebreaker to start working together as well as the “What-Is” to the problem.  We did the visualization  by creating a process map which I’ll describe in the application section below.

Application:

We scheduled a two-day meeting with the subject matter experts from all three product groups.  The  first day of the meeting was all about creating visualization of the current-state process.  We did this by  creating a process map using sticky notes and a wall.  Each group was responsible for describing and  writing each process step on a sticky note and then sticking in on the wall in the order that it happened.  We kept each product groups steps in their own swim-lane and made sure to highlight the steps that  resulted in a handoff to another group or was a requirement that another group needed.  I wanted the  focus to be on the teams working together, describing what they currently did, and then making it  visible so that each subject matter expert in the room could see what the other team needed and what  they produced.  As they identified the process steps, they also commented on any pain points and we  captured that data.

Here are a couple of pictures of our teams working together to produce a current-state process map  with sticky notes and a wall:

Insight:

The visualization of the current-state process was eye opening for several team members.  When we  finished the exercise, we had a complete process map from start to finish and every team’s steps  identified.  Many of them didn’t know the process from start to finish and didn’t realize what effect their  work had on another group.  It also helped them understand the pain points that other groups were  feeling and let them vocalize the pain points they were feeling.  This also broke the ice and let them see  that they could work together to solve the problems.

Another advantage that we saw from the map was all the duplication of work that was happening in the  process.  The groups didn’t realize that some of the work they were doing was already being done by  someone else.  All in all, it was a great start to finding the root cause of our problem and making it  understandable by everyone working the process.

Approach:

I believe this was the right tool for the job and don’t think anything else would have given us the reality  of the current-state.  I would like to find a more “attractive” way of process mapping other than just  square sticky notes and a wall.  I’ve tried doing it through software on a projector in the past, but it  doesn’t allow for the interaction that this method allows.

One other method may be for me to gather the process steps prior to the meeting, digitize the process  map and have it printed prior to the start.  This would work for a team that works closely together and  doesn’t need the team building aspect.


Reflection - Visualization Challenge : I work for a company that creates computer software to support financial institutions . Since creating and writing software is a human activity , it lends itself to errors , or what we refer to as bugs or defects in the software code . I will use the term defects throughout the remainder of this paper . Since I have a background in computer programming and I now work in project management with a specialty in Lean Six Sigma process improvement , I was approached by our management team to help find a solution to our ever - growing defect backlog . To be specific , over the past 15 years we had amassed over 7,500 defects and we did n’t have a process that allowed us to resolve defects at the same rate in which they were identified . The process currently in place required three separate business units within our company to coordinate their work efforts to write , test , and deliver a defect fix to our financial institution customers . I will also add that these three groups did n’t communicate well with each other nor did they get along very well . My challenge was to not only help find a solution to the defect backlog , but I also had to find a way to get the teams to work together to identify all the pain points in the current process . I felt this was the first and most critical step . Selection : I decided to start with Visualization of the current - state process . I felt this would give the teams an icebreaker to start working together as well as the “ What - Is ” to the problem . We did the visualization by creating a process map which I ’ll describe in the application section below . Application : We scheduled a two - day meeting with the subject matter experts from all three product groups . The first day of the meeting was all about creating visualization of the current - state process . We did this by creating a process map using sticky notes and a wall . Each group was responsible for describing and writing each process step on a sticky note and then sticking in on the wall in the order that it happened . We kept each product groups steps in their own swim - lane and made sure to highlight the steps that resulted in a handoff to another group or was a requirement that another group needed . I wanted the focus to be on the teams working together , describing what they currently did , and then making it visible so that each subject matter expert in the room could see what the other team needed and what they produced . As they identified the process steps , they also commented on any pain points and we captured that data . Here are a couple of pictures of our teams working together to produce a current - state process map with sticky notes and a wall : Insight : The visualization of the current - state process was eye opening for several team members . When we finished the exercise , we had a complete process map from start to finish and every team ’s steps identified . Many of them did n’t know the process from start to finish and did n’t realize what effect their work had on another group . It also helped them understand the pain points that other groups were feeling and let them vocalize the pain points they were feeling . This also broke the ice and let them see that they could work together to solve the problems . Another advantage that we saw from the map was all the duplication of work that was happening in the process . The groups did n’t realize that some of the work they were doing was already being done by someone else . All in all , it was a great start to finding the root cause of our problem and making it understandable by everyone working the process . Approach : I believe this was the right tool for the job and do n’t think anything else would have given us the reality of the current - state . I would like to find a more “ attractive ” way of process mapping other than just square sticky notes and a wall . I ’ve tried doing it through software on a projector in the past , but it does n’t allow for the interaction that this method allows . One other method may be for me to gather the process steps prior to the meeting , digitize the process map and have it printed prior to the start . This would work for a team that works closely together and does n’t need the team building aspect .