Delivering Value through High Maturity 3rd International...

Confidential | Copyright © Larsen & Toubro Infotech Ltd.

September 07, 2012

Delivering Value through High

Maturity

3rd International Colloquium on

High Maturity Best Practices (2012)

• Customer Perspective

• Demand for retaining same resources for a long time

• Year on year improvement in productivity

• Management Perspective

• Increase profitability

• Release of senior resources for new upcoming prospects

• Team Perspective

• Motivation and retention of the team

Typical Scenario in Long Running

Engagements

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Expectations

Rotation of resources without impacting customer

satisfaction

Key Challenge

• Critical billing application for a key customer

• Part of an engagement running for last 7 years

• Critical success factor - On time delivery

• Sudden ramp up of resources

• Missed deadline or Fire fighting to meet deadlines

• Impact on customer satisfaction

• Huge Variation in Productivity

• Difficulty in work load-balancing between old & new resources

Typical Maintenance Project : A Case Study

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Problem faced during resource rotation and ramp-up

Project Overview/Background

• Analysis of work items : Study of pattern

• Analysis of customer feedback

• Analysis of high variation in productivity

Typical Maintenance Project : A Case Study

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Approach to address the problems faced

Need to Analyze further

Two patterns observed

-> One group of Data points clustered around mean

-> Other group of Data points had high variation

Statistical Monitoring – Variation in Productivity

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Effort per Complexity Points (EPCP) plotted in control charts

using Project baselines

Analysis of the scenario

UCL, 0.7107

LCL, 0.322

Mean, 0.5164

USL, 0.73

LSL, 0.325

Pattern of work items

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Analysis of work item pattern

Work items classified into two categories

• Repetitive

• Non Repetitive

Pattern Analysis

• Two Baselines derived for new stratifications Baselines

• Hypothesis test to identify difference

between productivity of two stratifications

• No significant difference between

Repetitive & Non Repetitive

Hypothesis Test

• Reject this stratification of

work items

• Continue using initial Project

Baselines

Decision

Further Analysis of the problem

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Further

Analysis

• Few Data points close to Upper Control Limit (UCL)

• High variation in productivity

• Work items with low productivity executed by new resources

• Certainty level for completing the work items on time was low (33%)

Stratification based on resources

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Based on pattern in control charts, two new

stratifications were identified:

• Old Resources

• Newly joined Resources

Pattern Analysis

• Two Baselines derived for new stratifications Baselines

• Hypothesis test proved significant

difference between the datasets of

productivity of ‘Old resources’ and ‘Newly

joined resources’

Hypothesis Test

• Productivity for new and old

resources is significantly different

• Need to improve productivity of

new resources

Conclusion

Trigger for Causal Analysis & Resolution (CAR)

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Fish Bone Analysis

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Root Causes Identified

Causes and Corrective/Preventive Actions

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Knowledge Transition Plan not comprehensive enough to cover

all functional and technical aspects

• Update Knowledge Transition plan

• Enhance Knowledge Capture Document

Successful completion of Knowledge Transition not ensured

• Introduce Certification process to ensure successful and

effective completion of Knowledge Transfer

• Periodic tests of newly joined resources on completion of

Knowledge Transition milestones

Time Constraint for Knowledge Transition & Training

• Develop E-learning capsules

• Recording of KT sessions

• Plan for on-job training

Effectiveness Analysis - Results

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Conclusion

• Statistical analysis done for data points after implementing

actions derived from CAR

• Hypothesis test (Kruskal Wallis Test) for EPCP of two

scenarios (before and after implementation of CAR) shows

significant improvement

Quantitative

Improvements

• 14% improvement in total PDLC productivity

• Increased certainty level of completing the work

items within the estimated timeframe from 33% to

72%

Benefits

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Benefits to Customer

• Increased productivity which resulted into cost saving of $12K in

6 months timeframe

• Consistent On-time delivery

• Increased Customer Satisfaction Index (from 3.9 to 4.8 )

• Transformed from one of the vendors to preferred partner

Benefits to project

• Quick and effective ramp-up of resources

• Improved project profitability

• Confidence and morale boosting to the team after receiving various

• awards and appreciations from customer

Benefits to Organization

• A role model for other long term engagements facing similar challenges

• A key differentiator for awarding many more business from the same

customer

Contact Information

Madhavi Tipnis

– Software Quality Analyst, Quality Group, L&T Infotech

– Madhavi.Tipnis@Lntinfotech.com

– Phone: Desk - 022-67952194

Pallavi Choudhary

– Senior Manager, Quality Group, L&T Infotech

– Pallavi.Choudhary@Lntinfotech.com

– Phone: Desk – 022 – 67952813

Website : www.lntinfotech.com

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Thank You

Our Business Knowledge,

Your Winning Edge.