  Challenge:  The Information Technology (IT) team for one of the large manufacturing customers has been  supporting all their data and analytics platform and applications across the business lines and  unfortunately the level of business satisfaction was very poor due the following reasons,

1. Quality of services:

-  Time taken to close critical incident- varied anytime from 48hrs thru 2 weeks

-  Delayed response or no immediate response

2. Service Level were impacted: We have seen last 6 months the services level were as poor as

60% were in the expectations were at 95%

3. In-efficient process for Incidents creation / documentation / status update

  Selection:   We identified the key stakeholders which included My (Internal) team, business associates and the  IT team – Majority of the stakeholders were part of various lean six sigma initiatives and we opted  Mind Mapping.

We had access to large amount of data, accesses to critical stakeholders who are impacted or have  gone through the pain last few years and hence we wanted to focus to ensure all stake holders have  common understanding on the current process / challenges and on What If – idea generation  process

  Application:   We created a space for all stakeholders out of their day to day activities, this was half a day  workshop and agenda was to allow business and IT team to white board the current process,  challenges, pain points, what is working well and the current RACI which resulted for some of the  challenges and dissatisfactions which are highlighted earlier. The session was also used to document  the approach

  We created small groups with 1 each representative from business associates, IT team and  our team

  Handed over post-its and requested to document all process points in their current scope of  work, what is working well, what needs / can be to be done and area of improvement

  Each team members started grouping the each post-it under different themes which  included Process, people and technology

  Rest of the hour team spent discussion / debating and identifying the insights and the  causes

  Insights:   While we identified 3 themes, the insights across these themes were eye opening for some of the  business associates, IT team and the leadership team and some of the insights are as follows,

  4 to 14 days the average resolution time for tickets which poses a need for refined and  stringent SLA

  Resolution time for critical and normal incidents were over 10 working days for 90% of the  incidents

  30% Open incidents are from one of the data sources

  No single touch point for status update or for any critical help required

  Challenges to get current status and expected closure time

  Process in-consistent for incidents creation / logging – Multiple process

  Skillset challenges due to wide variety of tools

  Motivation for the consultants doing same kind of work again and again

  No single process for logging incidents and no single touch point for end user or business  associates

  Multiple instances which are not required

  Approach:    We need to increase the # of stake holders’ participants so that we will have a sizeable team

participating (We just had 6 to 7 participants)

 Allocate more time, although we had half day, but half of the half time was spent on other

activities

 More rigor and leading / open questions to be applied for these sessions


 Challenge : The Information Technology ( IT ) team for one of the large manufacturing customers has been supporting all their data and analytics platform and applications across the business lines and unfortunately the level of business satisfaction was very poor due the following reasons , 1 . Quality of services : - Time taken to close critical incident- varied anytime from 48hrs thru 2 weeks - Delayed response or no immediate response 2 . Service Level were impacted : We have seen last 6 months the services level were as poor as 60 % were in the expectations were at 95 % 3 . In - efficient process for Incidents creation / documentation / status update  Selection : We identified the key stakeholders which included My ( Internal ) team , business associates and the IT team – Majority of the stakeholders were part of various lean six sigma initiatives and we opted Mind Mapping . We had access to large amount of data , accesses to critical stakeholders who are impacted or have gone through the pain last few years and hence we wanted to focus to ensure all stake holders have common understanding on the current process / challenges and on What If – idea generation process  Application : We created a space for all stakeholders out of their day to day activities , this was half a day workshop and agenda was to allow business and IT team to white board the current process , challenges , pain points , what is working well and the current RACI which resulted for some of the challenges and dissatisfactions which are highlighted earlier . The session was also used to document the approach  We created small groups with 1 each representative from business associates , IT team and our team  Handed over post - its and requested to document all process points in their current scope of work , what is working well , what needs / can be to be done and area of improvement  Each team members started grouping the each post - it under different themes which included Process , people and technology  Rest of the hour team spent discussion / debating and identifying the insights and the causes  Insights : While we identified 3 themes , the insights across these themes were eye opening for some of the business associates , IT team and the leadership team and some of the insights are as follows ,  4 to 14 days the average resolution time for tickets which poses a need for refined and stringent SLA  Resolution time for critical and normal incidents were over 10 working days for 90 % of the incidents  30 % Open incidents are from one of the data sources  No single touch point for status update or for any critical help required  Challenges to get current status and expected closure time  Process in - consistent for incidents creation / logging – Multiple process  Skillset challenges due to wide variety of tools  Motivation for the consultants doing same kind of work again and again  No single process for logging incidents and no single touch point for end user or business associates  Multiple instances which are not required  Approach :  We need to increase the # of stake holders ’ participants so that we will have a sizeable team participating ( We just had 6 to 7 participants )  Allocate more time , although we had half day , but half of the half time was spent on other activities  More rigor and leading / open questions to be applied for these sessions