Fast and Furious Service Rollout: thanks to Agile · Fast and Furious Service Rollout: thanks to...

Service  Management  2015  AUS TR A L I A #SMConfAU  

Fast and Furious Service Rollout: thanks to Agile

Sarah  Blake  &  Norman  Spurr  

THURSDAY  20  -­‐  FRIDAY  21  AUGUST  2015  |  SOFITEL  WENTWORTH  SYDNEY  

Service  Management  2015  AUS TR A L I A #SMConfAU  

Our story – the characters

Peter  Service  Centre  

Manager  

Lucy  Senior  ExecuOve  

Wendy  Finance  Officer  

Brennan  IT  Manager  

Service  Management  2015  AUS TR A L I A #SMConfAU  

Our story – the problems

Incomplete  

Delays  

Complaints  

Diversion  Rework  

Stress  

Chaos  

Inbox  Overload  

Service  Management  2015  AUS TR A L I A #SMConfAU  

Introduction

Service  Management  2015  AUS TR A L I A #SMConfAU  

Framework

Awareness   Delivery  

Service  Management  2015  AUS TR A L I A #SMConfAU  

#1

Service  Management  2015  AUS TR A L I A #SMConfAU  

#1 Take the time to listen

Sit  and  ask  Show  Write  Sign  off  

How  it’s  usually  done  

Service  Management  2015  AUS TR A L I A #SMConfAU  

#1 Take the time to listen

Observe  

Listen  to  what  is  said  Listen  to  what  is  NOT  said  

QuesOon  

How  we  do  it  

Service  Management  2015  AUS TR A L I A #SMConfAU  

#2

Service  Management  2015  AUS TR A L I A #SMConfAU  

#2 Demonstrate it right the first time

Service  Management  2015  AUS TR A L I A #SMConfAU  

#3

Service  Management  2015  AUS TR A L I A #SMConfAU  

#3 Keep them in their comfort zone

Service  Management  2015  AUS TR A L I A #SMConfAU  

#4

Service  Management  2015  AUS TR A L I A #SMConfAU  

#4 Accept a Minimum Viable Product

Service  Management  2015  AUS TR A L I A #SMConfAU  

#4 Accept a Minimum Viable Product

Email  Portal  

KPI’s  Knowledge  

Service  Management  2015  AUS TR A L I A #SMConfAU  

#5

Service  Management  2015  AUS TR A L I A #SMConfAU  

#5 Define requirements the agile way

Service  Management  2015  AUS TR A L I A #SMConfAU  

#6

Service  Management  2015  AUS TR A L I A #SMConfAU  

#6 Hit a weekly delivery schedule

Service  Management  2015  AUS TR A L I A #SMConfAU  

Questions?

Service  Management  2015  AUS TR A L I A #SMConfAU  

Framework

Awareness   Delivery  

Service  Management  2015  AUS TR A L I A #SMConfAU  

#1 Take the time to listen

Service  Management  2015  AUS TR A L I A #SMConfAU  

#2 Demonstrate it right the first time

Service  Management  2015  AUS TR A L I A #SMConfAU  

#3 Keep them in their comfort zone

Service  Management  2015  AUS TR A L I A #SMConfAU  

#4 Accept a Minimum Viable Product

Service  Management  2015  AUS TR A L I A #SMConfAU  

#5 Define requirements the agile way

Service  Management  2015  AUS TR A L I A #SMConfAU  

#6 Hit a weekly delivery schedule

Service  Management  2015  AUS TR A L I A #SMConfAU  

Sarah Blake – IT Manager, CSIRO sarah.blake@csiro.au Norman Spurr – Executive Manager IMT, CSIRO norman.spurr@csiro.au

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