How I became a Lean CIO by Sari Torkkola, Lean IT Summit 2014

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Three years ago Sari Torkkola was a CIO with great people in her team who...were burning out due to constant fire-fighting and internal customers describing the service level as “IT sucks”. She then realized that the traditional way
of managing does not produce results for anybody. One day, she googled «Lean». 3 years later, she has turned into a leader who coaches everyday. This is the story of her Lean journey. More about Lean IT on

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How I became a Lean CIO by Sari Torkkola, Lean IT Summit 2014

  1. 1. Copyright © Institut Lean France 2014 Lean IT Summit ® ® How I became a Lean CIO P ris, France 16 & 17 October, 2014 Sari Torkkola Patria
  2. 2. Three years ago IT was in crisis How Business Units saw it How IT saw it Lean thinking
  3. 3. Now we are an example of operational excellence Let’s talk Let’s prioritize Thank you for the quicker service. Sick leaves -50%. We are in control.
  4. 4. My transformation What is a good question? Fire fighter, Manager, Bottleneck Teacher, Coach, Leader What is a good answer
  5. 5. Lean IT Summit ® ® 1st phase EXPERIMENTS AND A3 PROBLEM SOLVING
  6. 6. ”Researcher’s attitude” gives courage and creates action Experiments vs. 100% certitude To fail = to learn
  7. 7. Tool: A3 problem solving Supervisors selected and analysed the TOP3 problems 1. Unclear Roles and Responsibilities 2. When are IT contracts ready? 3. How new projects start?
  8. 8. Who has done this?
  9. 9. Lean IT Summit ® ® 2nd phase VISUALISATION
  10. 10. Tool: Xmatrix VISUALISATION of roles and objectives
  11. 11. IT Procurement Contracts VISUALISATION
  12. 12. Tool: KANBAN Project Portfolio Management Visualisation The First version The Current Version The monthly meeting time cut to half. The participants needed cut to half.
  14. 14. Lean IT Summit ® ® 3rd phase TAKE EVERYBODY ON BOARD
  15. 15. Voice of the (unfair) customer ”You are lazy” Daily fight meetings
  16. 16. Tool: KATA Coaching Learning how to change processes for good What was your last step?
  17. 17. Voice of customer Improving the Collaboration of the five Business units and the Group ICT
  18. 18. Lean IT Summit ® ® 4th phase DESIGN TO FLOW
  19. 19. Internal training How to design effective (IT) Processes 1. Process family matrix 2. Current state map with VSM 3. Takt Capability, Demand 4. Flow by creating information processing cells 5. FIFO (first-in-first-out) to connect the processing cells 6. Workflow cycles, rhythm 7. Integration events, rhythm 8. Standard work 9. Single point sequence initialization 10. Visualisation – what’s happening 11. Changes of Demand 12. Future state map with VSM 13. Visualise Abnormal process state and create standard work for abnormal situations
  20. 20. Tools: KATA Coaching and Design for Operational Excellence Breaking through silos - finally
  21. 21. Little’s Law + SPC = RESULTS
  22. 22. To contol variation we made Statistical Process Chart for each Little’s laws component Leadtime = Work in process ⁄ completed LEADTIME PROCESS DEMAND WORK IN PROCESS COMPLETED
  23. 23. Lean IT Summit ® ® Today LEAN IT
  24. 24. What you get: fruits What you see: tools What you practice: principles, values
  25. 25. Thank You! Sari Torkkola Senior Vice President, Information Technology, CIO Mobile: +358408692436
  26. 26. Suggested reading: Systems thinking and improving collaboration • The fifth discipline Fieldbook, Peter Senge • The new economics, Edward W. Deming • Managing to learn, Using the A3 management process to solve problems, gain agreement, mentor and lead, John Shook • System archetypes: • Theory of Constraints Handbook, Chapter 20: The layers of resistance - The Buy-In Process According to TOC, Efrat Goldratt-Ashlag • My Linkedin Post: ”Excuse me, do you speak Lean?” 26
  27. 27. Suggested reading: Design to flow • Switch: How to Change Things When Change Is Hard, Chip Heath, Dan Heath • The office that grows your business, Kevin J. Duggan • Design for Operational Excellence, Kevin J. Duggan 27
  28. 28. Suggested reading: Impact and control of variation • This is Lean, Niklas Modig Pär Åhlström • Understanding Variation: The Key to Managing Chaos, Donald J. Wheeler • The Goal, Eliyahu M. Goldratt Jeff Cox 28