At the Lean IT Summit 2015, Silvia Cespa explained how 6 years of Lean practice radically transformed BNL - the Italian bank - IT department. A fascinating story that involved 650 persons, 45 Team Projects and 17 IT Projects and resulted in impressive results. The video of the presentation and many more Lean IT stories will be available on www.lean-it-summit.com

1. LEAN IT ADVENTURE
IN BNL
2009-2015
SILVIA CESPA
Paris, 08/10/2015

2. BNP PARIBAS GROUP and BNL - IT Department
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BNL History - From birth to BNPP Integration

3. BNP PARIBAS GROUP and BNL - IT Department
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760 people
150 Projects/year
470 IT Applications
566 M code lines
13.000 internal users

4. ACE DIT
1 Coach 3 PL
Nord EstNord
Ovest
Centro
Sud
ACE in BNL and in IT Department
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ACE History in BNL IT Department

5. 6 Years
650 People
45 Team Projects
17 IT Projects
ACE DIT
1 Coach 3 PL
Nord EstNord
Ovest
Centro
Sud
ACE in BNL and in IT Department
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6.  100% maintenance teams involved
 -30% Users’ help requests on IT
applications
 -80% Lead Time Users’ help requests
resolutions
Finding solutions to our customers’ problems
helps us solve our problems too and allows
us to work with much more ease
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Maintenance Teams - the road trip
Discovering the Customer and measure to rule over chaos

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Maintenance Teams - the road trip
2 4
Foreseeing
Customers’
Needs
Emergency
management
Problem
solving
Problems
Prevention
Discovering the Customer and measure to rule over chaos
Internal Customer
Satisfaction (1-5)

8. A deep understanding of customers’ needs
and a collaborative environment within the
organization are fundamental to build
together the future of the company
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North Star - the road trip
Right Targets for Right Customer to right asset governance
 4 Main KPI identified
 760 people involved in defining
improvement actions

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North Star - the road trip
Right Targets for Right Customer to right asset governance
2,2 4
Whole
department
focused on
targets
Focus on too
many KPIs /
too many
customers
Focus on 4
KPIs /
priority
customers
Defining and
Sharing
targets at
any level
Internal Customer
Satisfaction (1-5)

10. We have visual and objective evidence of the
problems concerning projects and we are able
to solve and prevent them
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Projects Teams - the road trip
A lot of work and customers are disappointed!
 18% project teams involved
 From 50% to 75% On Time IT projects

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Projects Teams - the road trip
A lot of work and customers are disappointed!
2,5 4
Effective
project
management
Projects
« Play it by
ear »
Problem
solving
Problems
Prevention
Internal Customer
Satisfaction (1-5)

12. Going to see in the field the problems our
customers are having when using our
applications is fundamental to find the better
fitting solutions
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ACE FAST Problem Finding - the road trip
Healthy shock: Customer’s problems are our problems
 14 ACE FAST Problem Finding Projects
 -1700 m/dd saving
 -70% requirements analysis phase duration
 -44% requirements analysis phase effort

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ACE FAST Problem Finding - the road trip
Healthy shock: Customer’s problems are our problems
2,5 4,5
Focus on
Business
wants
Focus on
customers’
problems
Realise IT
solutions to
solve
customers’
problems
Co-working
to find a
solution
Internal Customer
Satisfaction (1-5)

14. Designing the application together with the
end users that are actually going to work with
them dramatically improves the quality of the
final product
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ACE FAST Paper Mockup - the road trip
Customers’ needs meet the way they need
 3 ACE FAST Paper Mockup projects
 -30% functional analysis phase duration
 -30% functional analysis phase effort

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ACE FAST Paper Mockup - the road trip
Customers’ needs meet the way they need
2 4Focus on
customers
hypothetic
ways of
working
Focus on
customers
real ways of
working
Realizing IT
solutions to
meet
customers’
real needs
Customers
collaboration
to draw
solution
prototype
Internal Customer
Satisfaction (1-5)

16. • You don’t understand: we are different!
• Users don’t undestand!
• We can’t change anything!
• We can’t do more or better than this!
• We are not Japanese!
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LEAN in BNL IT Department: changing the way we think!
• We have understood: we think different!
• We try to undestand users!
• We can improve everything!
• We know how to do more and better!
IT People in 2009 IT People today
• We are not Japanese!

17. THANK YOU!
BNL
Banca Nazionale del Lavoro SpA
Via V. Veneto, 119 - 00187 Roma
Tel. +39 06 47021
Bnl.it