People, Process, Technology synergy - a key to Business Excellence Dr. Gargi Keeni Presented in Mexico City.

1. People, Process, Technology synergy - a key to Business Excellence Dr Gargi Keeni 6 th May 2010

3. Business Excellence Information & Analysis Work Core Driver Triad H R Focus Strategic Planning Business Results Process Management Source: MBNQA, USA What do these categories mean to me as a practitioner? Customer & Market Focus Leadership

4. People - Process – Technology Synergy Process management Business results HR Focus Information and analysis People Process Technology

5. Project lifecycle Initiate Project Project Planning Work allocation Project Execution V&V Delivery Wind-up Contract PAL Process Database Quality group HR Infrastructure

6. Project planning Incorporating the knowledge of individuals / groups in the decision making process and gaining their support for the commitments made Plan Review the commitments Leverage the information within the organization Estimate the resources, effort, schedule Contract Plan ? Team members Quality Group HR Support Training

8. Effective planning = Function ( well designed processes , people awareness of their contribution to organization performance, supporting information and communication technology )

9. Project Monitoring and Control Continuous discussion of performance also focuses on work processes, resources and other issues which can improve the performance Design processes to enable effective monitoring and control Measurable performance objectives need to be defined based on the committed work and should be revised as needed Information and communication systems should support the information needs People Process Technology Effective monitoring and control

10. Establish objectives and specify measures Project / Division Objectives Project / Division Objectives Project / Division Objectives Balanced Score Card GQM (Goal Question Metric) … Business analyst Development team Production support Project / Division Objectives Project Manager Vision Mission Objectives Organization Measures No of Changes to requirements …… .. Measures Development Effort Defects Competency Levels or increase in competency levels … .. Measures Time to Fix defects Availability of System …… . Measures Mix of competency in a project Training effectiveness …… .

14. Synergy - Measurement Culture Mature measurement culture Apt Dependable Automation and tool integration People will trust the data People Process Technology

15. Using Metrics data to evaluate individuals Review defects Performance evaluation Using data for performance evaluation of a programmer has significantly reduced DEFECT REPORTING

18. Competency management Project mangers look for a good people but they do not invest in training people Once the employees realize that they are not learning their motivation level is affected Using the competencies available in the organisation effectively for the business performance

20. Select Roy… Competency level alone is not sufficient Significance of the competency also needs to be considered!!! Need a Project Manager… Oops!!! Issue resolution is more important How good should he be in Issue resolution over Planning? Strongly to very strongly preferred Roy Arun Project Manager - profile

21. Business excellence Synergy - Competency management Design processes to effectively use the competencies available in the unit- right from the planning stage Provide competence development opportunities Mentoring Capture the competencies of the individuals People Process Technology

22. Insights … % defects vis-a-vis % cost 0.00 1.00 2.00 3.00 4.00 Q1 Q2 Q3 Q4 % defects for lack of training 0.00 2.00 4.00 6.00 % cost spent on training … .increase in % cost spent on training leading to continuous reduction in % of defects attributed to lack of training

23. Thank you www.tcs.com [email_address]