What is the digital transformation about? Launching a new app? Being Agile? Using new technologies such as big data? No! To succeed, a digital transformation requires to turn everyone into a smart creative. Step by step, Régis Medina of Institut Lean France explains the key contribution of Lean management in that journey.

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Lean
A strategy for
the digital transformation
Régis MEDINA
Lean IT Summit 2015

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The digital revolution

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A great user experience
The north star of the digital transformation

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Self-service
Customers are in control of the companies’ services – pull, not push
Companies
need to learn
how to adapt
and compete
in the digital world

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New baseline for customers
This is how you would
describe your IT department
today, right?
Simple
Reliable
Instantaneous
Transparent
Customized

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The customer is king
Companies
can no longer
ignore customer
problems and
requests
Social media
transfers power
to customers

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New competitors in all domains
“Silicon Valley is coming”
There are hundreds of startups with a lot of brains and money working on
various alternatives to traditional banking.
Jamie Dimon, CEO JP Morgan – April 2015

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Reaction #1
A brand new app

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Result
It’s a tough world out
there…
Customers complain and
expect a quick response

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Reaction #2
Agile methodologies

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Result
Teams are happier, but customers and business
end up underwhelmed :
- Some projects are really late
- Some teams keep adding features without
getting to a good product
- Some teams are more focused on applying
the recipe than on getting the business
results
So what ?
?

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Reaction #3
New technology – big data & co

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Result
We do have the technology now,
but what do we do with it?
So what ?
?

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Same old recipes?
Tools Processes ?
Tools and processes ?
This is not how modern, digital companies think.

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“From first principles”
Focus on the user –
Create great services and figure
out the money part later
Hire as many talented
software engineers as possible
and give them freedom
Ref.: How Google Works
Eric Smith, Jonathan Rosenberg
Skilled and autonomous
“smart creatives” are the key

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Deep technical knowledge in how to use the tools of the trade
Curious creative
Risky creative
Self-directed creative
Open creative
Thorough creative
Analytically smart
Business smart
Competitive smart
User smart
A firehose of new ideas
Smart Creative
An expert in doing – not just concepts, also prototypes
Ref.: How Google Works – Eric Smith, Jonathan Rosenberg

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The Digital Transformation
Turning everyone
into a smart creative
This is where Lean brings
a key contribution

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Lean Management core
Developing people
before developing products

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Letting go of the old model
Solutions
(processes
& tools)
Compliance

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Managing for creativity
User-centered
vision & performance goals
Coaching & support
in solving problems the right way
Incremental
Improvements
From everyone, everyday, across the company

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Orienting creativity
-50%
incidents
& defects
-50%
support
tickets
-50%
user
lead time
customer
satisfaction
Company goals for next year

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Developing the right creativity
Meet users
Gather facts and data
Identify root causes
Involve all stakeholders
Perform experiments
Share the learning
One to one
coaching

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Solving customer problems
customer
satisfaction
Through his problem-solving
journey, the IT Asset Manager in
charge of the scanning & archival of
contracts:
- Builds new relationships with
branch managers and
employees
- Digs into the technical details of
scanning
- Delves into the specifics of the
maintenance contract
This is a “smart creative” workout

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Deep technical knowledge in how to use the tools of the trade
Curious creative
Risky creative
Self-directed creative
Open creative
Thorough creative
Analytically smart
Business smart
Competitive smart
User smart
A firehose of new ideas
Smart Creative
An expert in doing – not just concepts, also prototypes
Ref.: How Google Works – Eric Smith, Jonathan Rosenberg

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Starting from support
-50%
support
tickets
Every support ticket is an opportunity to coach an employee in a
problem solving journey that will flex her “smart creative” muscles

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Eliminating incidents
-50%
incidents
& defects
Preventing every incident from occurring again offers plenty
of opportunities to coach IT technicians to help them develop
their technical and teamwork skills

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Engine of the digital transformation
Gather all
customer feedback
Coach people one by one
in solving problems
the right way
Meet users
Gather facts and data
Involve all stakeholders
Identify root causes
Perform experiments
Share the learning
Take problems
one by one
See your people grow
and your customers smile
Support
Incidents
Feedback forms
Interviews
...
Define user-centered
improvement metrics

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A company of smart creatives
The problem solving workout is the
key to growing the capability of your
organization, person by person

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Soon it’s your apps that will keep
these people busy!

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Régis MEDINA
Operae Partners
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Twitter
@regis_medina
LinkedIn
https://www.linkedin.com/in/regismedina
Email
regis.medina@operaepartners.com
Thanks!