Slides as presented at the Lean Kanban France Conference, 30 Nov 2017. http://2017.leankanban.fr/sessions/the-service-delivery-review-the-missing-agile-feedback-loop/
Portfolio kanban (St. Louis Agile Product Ownership Meetup)Matthew Philip
Slides as presented at the St. Louis Agile Product Ownership Meetup, Dec. 10, 2018. https://www.meetup.com/Agile-Product-Ownership/events/tnhplqyxqbnb/
This document discusses fitness criteria, which are defined by customers and stakeholders to determine if a product or service is fit for its intended purpose. Fitness criteria effectively act as key performance indicators and should guide improvement initiatives. The document provides examples of fitness criteria like delivery time and quality. It emphasizes that metrics only matter if they are recognized and cared about by customers, and that fitness criteria should be established through conversations with customers to understand what is important to them.
2017 Music City Agile Conference: NoEstimates WorkshopMatthew Philip
Slides from my workshop as facilitated at the 2017 Music City Agile Conference in Nashville, Tennessee. https://2017.musiccityagile.org/schedule/the-noestimates-game
Thriving (Not Merely Surviving) the First Year: Redesigning the Onboarding Ex...Matthew Philip
Slides as presented at XP2018 Conference, Porto, Portugal in the Agile in Education and Training/Building competence in industry track https://www.agilealliance.org/xp2018/program/
Flow From Blockers: How to Use Blocker Clustering to Improve Predictability, ...Matthew Philip
"Flow From Blockers: How to Use Blocker Clustering to Improve Predictability" presentation as given at the Agile Lean Europe 2015 Conference in Sofia, Bulgaria, 28 August 2015.
Leadership at Every Level: Intent-Based Leadership PracticesMatthew Philip
This document discusses leadership at every level and creating an environment where people can flourish. It promotes encouraging leadership from all employees through practices like andon cords, competence building, shared vision, and autonomy-support meetings. These "safety nets" and "vision balloons" aim to create psychological safety and clarity of purpose to allow aligned autonomy across an organization. The goal is shifting away from traditional top-down management styles to a model where all people see themselves as leaders.
Skyword Platform Tips & Tricks: Content Marketing Made EasierSkyword Inc.
This document summarizes a presentation on Skyword's content marketing platform. It discusses tips for optimizing workflows, enhancing the contributor experience, effective ideation practices, keyword strategies, calendaring best practices, and analytics integration. Attendees are asked to provide feedback on the presentation.
QuickBase for the Outside World: Building for Field Users, Clients and VendorsQuickBase, Inc.
If your QuickBase apps don't serve workers in the field, mobile users, clients or vendors, you’re missing tremendous value, and we’ll show you how to get it. In this session, you'll learn how to integrate users outside of company headquarters to achieve seamless communication, visibility, tracking, and performance. This includes mobile and tablet users with work assignments, electronic signatures, approvals, scanning/QR codes, electronic payments, and more. Take QuickBase to the next level of power and value with these practices.
Streamlining Automation Scripts and Test Data ManagementQASymphony
Last week we hosted a webinar, “Streamlining Automation Scripts and Test Data Management”, to compliment the release of qTest 8.1. This webinar covers Test Data Management, QASymphony’s new Automated Script Generator, and new UI for the qTest eXplorer Session Manager
Views You Can Use - How to Maximize and Measure Video's Impact throughout the...Lattice Engines
Looking to build an integrated video marketing program to support thought leadership and demand gen goals? Jenna Keegan and Amanda Maksymiw of Lattice Engines will share how marketing operations, demand generation and content marketing can work together to make the most impact. They’ll offer best practices on creating integrated campaigns, tips for building a tech stack to power your video program, a framework for measuring engagement and ROI, and ideas for making the most of your video investments.
This document discusses the relationship between Agile development practices and key performance indicators (KPIs). It notes that Agile focuses on early delivery of business value, while KPIs are typically used to measure performance. However, directly applying traditional KPIs like lines of code or story points completed can incentivize behaviors that go against Agile principles. Instead, it recommends measuring outcomes like defects, code quality, release frequency and stability as a better way to support Agile teams. The key message is that teams should not work to achieve KPIs but rather KPIs should help teams by reflecting their actual performance.
How Spyder Trap Transformed Its Business with QuickBase SyncQuickBase, Inc.
As a busy digital marketing agency, Spyder Trap is always working on new projects for its customers. Managing billing, invoicing, payments and commissions for each project was a highly complex task for the company's small financial team. In this session, you'll learn how Spyder Trap leveraged QuickBase Sync to seamlessly connect QuickBooks Online with QuickBase for a true end-to-end project management system. You'll emerge from this session with your own ideas for how connecting other cloud apps to QuickBase can improve your company's processes.
Embracing the Consumerization of IT in Your CompanyAtlassian
Here are two truths: Employees expect consumer experiences. IT teams need to follow processes and measure success. Can both be done at the same time?
Atlassian's IT team recently answered this question and found that it's not only possible, but necessary. Nikki Nguyen from Atlassian will walk through how Atlassian's IT team transformed the IT experience to make it both more employee friendly and efficient. He will talk through how the team changed their team structure, their tools, their metrics for success...and some unexpected tips and tricks that they found out along the way.
Products covered:
JIRA Service Desk
7 Secrets of Successful HipChat IntegrationsAtlassian
One of the great things about HipChat is its ability to support add-ons that pull useful information from other systems into team chat rooms. Many teams use add-ons to do things like notify them about incidents, track marketing metrics, or organize team projects.
But, getting teams to use the right add-ons in the right way can be a challenge. While many provide a lot of value to the team, others don't get much adoption.
Learn what makes for a successful HipChat add-on from HipChat Ecosystem team manager, Anatoli Kazatchkov, who has studied the essential traits of popular add-ons. You will learn how to avoid making your add-ons too noisy, how to make the functionality discoverable, and how to provide the right information in the right context.
Products covered:
HipChat
DevOps principles are great, but when introduced into a legacy development process, this change can be tough. However when working on projects with tight timelines or trying to catch up to a rapidly advancing market, it’s important that these processes are put in place. It’s important that everyone is on the same page with these changes, and for non-technical team members, it can be difficult to quantify the benefits of DevOps culture. This can be frustrating for someone who’s heard success stories and wants to implement it at their company.
This talk will be a look at how we introduced a build system, updated version control practices and changed communication standards at a company with a previously-decade old toolset and mindset. We’ll also examine how a fragile server provisioning and rigid deploys were transitioned to a more fluid DevOps model. This resulted in consistent environments and a modern developer toolset. Together, these changes resulted in greater development velocity and a much smoother process from ticket to deploy.
Jacques G. Quereau is seeking a position that allows him to support his family and demonstrate values such as honesty, trust, and openness. He has over 30 years of experience in various roles including sales, service, operations supervision, and owner of a renovation business. His background includes wireline operations, well intervention supervision, and production assistance. He is skilled in Microsoft Office, sales software, public speaking, problem solving, and budgeting. References are provided from previous supervisors and business contacts spanning 10 to 20 years.
From Spreadsheet Hell to Streamlined Automation with QuickBaseQuickBase, Inc.
This document discusses how spreadsheets often fail when used for complex workflows and processes that require collaboration. It provides examples of clients that migrated problematic spreadsheet workflows to QuickBase applications. These include a company that streamlined its sales bidding process, a chemical plant that automated a parts request approval workflow, and a hard drive manufacturer that automated sending birthday greetings to employees. The document concludes by offering tips for identifying problematic spreadsheets and building QuickBase applications to replace them in order to gain benefits like improved collaboration, data validation, tracking, and reporting.
What's Measured Improves: Metrics that matterRaj Indugula
“Every line is the perfect length if you don't measure it.”
- Marty Rubin
So your organization has embarked upon a transformation to be more nimble and responsive by employing the latest tools and thinking in the Agile and DevOps arena. In this transformational context, how do you know that your initiatives are effective? Empirical measurements should provide insights on business value flow and delivery efficiency, allowing teams and organizations to see how they are progressing toward achieving their goals, but all too often we find ourselves mired in measurement traps that don't quite provide the right guidance in steering our efforts.
Rooted in contemporary thinking and tested in practice, this talk explores the principles of good measurement, what to measure, what not to measure, and enumerates some key metrics to help guide and inform our Agile and DevOps efforts. If done right, metrics can present a true picture of performance, and any progression, digression of these metrics can drive learning and improvement.
The service delivery review the missing agile feedback loop by Matthew PhillipAgile ME
Though the standard agile feedback loops -- product demo, team retrospective and automated tests — provide valuable awareness of health and fitness, many teams and their stakeholders struggle to find a reliable way to understand an important area of feedback, including their level of agility: the fitness of their service delivery. This session introduces the service-delivery review as the forum for this feedback. Participants will learn the basics of how to conduct a service-delivery review and the benefits, as well as typical fitness metrics. The context will be for software-delivery teams but the lessons will be applicable for any team, group or department that provides a service.
Indicateurs de performance et SAFe : Quoi, comment et lesquels ? - Agile en S...Agile En Seine
Présenté par Eduardo Alvim, Gladwell Academy
Les métriques et l’agilité sont un sujet controversé, car les entreprises ne savent pas toujours ce qu'il faut mesurer et comment. Ce type de comportement les conduit à garder les mêmes indicateurs standards qu'elles ont utilisées au cours des dernières décennies, ce qui ne reflète pas toujours la nouvelle façon de travailler, encore plus lorsque vous passez à l’agilité à l’échelle.
Au cours de cette session, à travers un partage d’expériences et d'exemples concrets, vous découvrirez comment les entreprises performantes définissent leur tableau de bord à l'aide d’indicateurs significatifs. Vous apprendrez ce qu'il faut mesurer, comment le faire et quelles mesures choisir, compte tenu du contexte dans lequel vous vous trouvez.
Eduardo Alvim, SPCT, Senior Trainer and Consultant, Agile Globetrotter, Gladwell Academy
Eduardo est le premier et (jusqu’à présent) le seul SPCT certifié parlant espagnol et portugais au monde. Il dispense également des formations en anglais et en français. Avant de devenir SPCT, Eduardo a acquis une vaste expérience professionnelle dans les domaines du développement de logiciels, de l’informatique et de la gestion d’équipe. Eduardo a mis en œuvre des méthodes de travail Agile dans des secteurs aussi divers que l’aviation, la santé, l’industrie pharmaceutique, la banque et l’assurance, les médias et l’informatique. Il a ainsi acquis une connaissance pratique approfondie de la nécessité des méthodes de travail agiles et des exemples concrets des avantages de la mise en œuvre de SAFe. Eduardo est convaincu qu’il faut étendre les processus de transformation à l’ensemble de l’entreprise pour rester à l’avant-garde de notre économie post-numérique. En tant que SPCT, il met l’accent sur les approches stratégiques, les objectifs et résultats commerciaux mesurables et un objectif clair. Il est titulaire des certifications CSM, PSMI, PSMII, CSPO, CSP-SM, CSP-PO, SA, SPC, RTE, LPM et autres. La motivation d’Eduardo en tant que coach est de fournir aux organisations le bon cadre pour s’améliorer structurellement et de donner aux individus les outils pour s’épanouir dans leurs rôles respectifs, raison pour laquelle il intervient comme speaker dans les événements les plus prestigieux autour de l’agilité dans le monde entier.
Forget your feelings: How to actually quantify your buyer personas - SaaSFest...Price Intelligently
As an industry we've been talking about buyer personas for over a decade, yet few of us are actually using them in the proper manner. Instead, we create cute avatars and pretty names to characterize our personas without getting into the nitty gritty of who these people are on a quantified level. In this presentation at Price Intelligently's SaaSFest 2016, Patrick Campbell walks through a step by step process for actually quantifying your buyer personas to accelerate your learnings and growth.
In this PPC Hero Live Summit presentation, get an inside look at how Hanapin experts identify key trends and gaps within clients’ accounts. Sr. Account Analyst, Jacob Fairclough, and Associate Director of Services, Carrie Albright discuss how to locate optimization opportunities and make changes that deliver positive results.
How to Connect your SEO to What your Customers Really WantAleyda Solís
How to focus your SEO process to connect with your customers search behavior? Learn about the questions to ask and tools to use, as well as process to do it here.
This document outlines Jeff Sing's approach to establishing a quality roadmap through quarterly service delivery reviews. It discusses collecting the right data to understand quality trends, showcasing data during reviews to facilitate discussions, and iterating on initiatives based on review outcomes. The goal is to use a data-driven approach and collaborative discussions to continuously measure and improve how well an organization fulfills its customers' needs.
Understanding a QuickBase App You Didn't Build QuickBase, Inc.
The document provides information about understanding an app that was built by someone else. It discusses the benefits of assessing the app objectively without attachment. It outlines a process for understanding the original design intent, architecture, and how people are using the app. This includes reviewing documentation, interviewing users and the original builder, and examining the table relationships and field usage. It also discusses assessing whether the app meets the current needs and deciding whether to modify the existing app or build a new one. The document stresses the importance of documenting findings and implementing change management to track future modifications.
The document provides an overview of Quality Function Deployment (QFD), a structured methodology for incorporating customer needs into product design and development. It discusses the key aspects of QFD, including identifying customer requirements, design attributes, and their relationships. It describes the "House of Quality" diagram which maps these relationships. It also discusses how additional houses can be used to flow customer needs through different stages of development and production to ensure the customer voice is maintained.
Point Pricing: Drive Agency Performance, Productivity & Profit with a Value-B...MarketingAgencyInsider
How does your pricing strategy perform? Do employees, clients and prospects actually like it? The right pricing strategy makes it easier for agencies to scope work, grow accounts, improve productivity, and drive performance. PR 20/20 introduced point pricing to the industry in 2012. In this session, we’ll share why we transitioned to a value-based pricing model, how we pulled it off, and lessons learned along the way.
Ws live chicago: Quality over Quality ScoreNavah Hopkins
The document discusses strategies for achieving profit with paid search campaigns rather than solely focusing on quality score. It provides examples showing that quality score is more of a health indicator and should not be the primary goal. The presentation emphasizes optimizing campaigns for revenue and profitability over vanity metrics. Specific tips include treating quality score as a health indicator, honoring your budget, building branded campaigns, striving for industry-leading metrics, and judging success based on profit rather than clicks or impressions.
NTS 2014 Marketing and Communications Functional Track Session.Josephus AYOOLA
Session Delivered to members of AIESEC in Nigeria Marketing and Communications Functional Track on how to better understand their roles and synergize to drive the organisations focus programmes operations and achieve better results.
Process awareness - key points to keep in mind when designing your service s...TOPdesk
This session shows you how to streamline your service delivery and subsequently provide the best customer experience through the employment of process design. We will provide pointers for you to take back to your teams and start implementing positive changes to improve your service desk’s visibility within the organisation.
Point Pricing: An Inside Look at PR 20/20's Value-Based Pricing Model (#INBOU...PR 20/20
In his 2012 book, The Marketing Agency Blueprint, Roetzer advocated for the end to billable hours, and the need for agencies to move to value-based pricing that directly ties activities to outcomes. This session is an inside look at his efforts the last four years to discover PR 20/20's "value metric," and build an entirely new pricing system. Roetzer will share origins of the concept, challenges faced in constructing the model, lessons learned in rolling it out to clients, and tips for how agencies can reimagine their own pricing models to drive growth and unlock profits.
Product Managers need tools to help them effectively communicate strategy and tactics and to help in the decision-making process. The Product Playbook and the frameworks we recommend using to develop the playbook also generate stakeholder alignment and improve your ability to deliver a product that wins in the market place.
LKIN17: Damn we missed the date again - Sudipta Innovation Roots
This document discusses improving project estimation and predicting delivery dates. It begins by noting that detailed estimation does not strongly influence lead times due to typically low flow efficiencies in systems. Lead time histograms can provide a statistical, less biased way to predict completion dates with confidence levels. Class of service and work item characteristics can help identify the most accurate histogram. Considering cost of delay functions alongside histograms helps determine when work should start to balance timely delivery and optimization of resources. The document advocates predicting delivery dates through this mathematical approach rather than relying on effort estimates.
This document discusses improving project estimation and predicting delivery dates. It begins by noting that detailed estimation does not strongly influence lead times due to typically low flow efficiencies in systems. Lead time histograms are proposed as a better approach to predict completion dates with confidence levels, as they incorporate all system factors without personal bias. Class of service and work item characteristics can identify the most accurate histogram. Considering cost of delay functions alongside histograms helps determine when work should start to balance timely delivery and optimization of resources. The document advocates predicting customer expectations rather than effort or duration and focuses on statistical prediction over detailed planning.
Agile2016: Stop Using Agile with Waterfall Goals: Goal Agility with OKR Felipe Castro
Slides from my talk during Agile2016. Although we have been using Agile mindset and processes tactically, when it comes to strategy and goal setting the waterfall command&control mindset is still the norm.
Most organizations are still using an annual, waterfall, top-down process to create a static set of goals that conflicts directly with Agile.
This talk shows how to define agile goals using OKR (Objectives and Key Results), the goal setting framework adopted by Google, Twitter, LinkedIn and Dropbox.
Similar to The Service-Delivery Review: The Missing Agile Feedback Loop [2017 Lean Kanban France Conference] (20)
Slides as presented at the Lean Agile London / Lean Agile Global meetup, Oct. 20, 2022 (https://www.linkedin.com/feed/update/urn:li:activity:6989216827318882304/)
No (Lab) Jacket Required Workshop [Kanban Global Summit 2022]Matthew Philip
1. The document discusses designing experiments for organizational learning and describes a workshop on experiment thinking.
2. The workshop covers topics like the improvement kata approach, experiment mindsets, scientific thinking, and conducting experiments through activities, discussions and exercises.
3. The goal is to help participants develop skills in experimentation, hypothesis testing, and learning through failure in order to support innovation and improvement initiatives within their organizations.
The 8 Stances of a Transformational LeaderMatthew Philip
The document outlines eight stances that a transformational leader can take to enable high performance in people, teams, and organizations. The eight stances are: 1) Organizational Refactorer to reduce accidental complexity, 2) Strategy Deployer to foster a leader-leader culture, 3) Anzeneer to make safety a prerequisite, 4) Environmentalist with a passion for "terroir", 5) Coach to enable others over doing work themselves, 6) Experience Designer to design for engagement, 7) Experiment Curator to foster a learning culture, and 8) Flow Manager to optimize the whole system. Taking these stances is aimed at reducing friction, fostering learning, creating aligned autonomy, and improving organizational
Strategy Deployment: Aligning Action to VisionMatthew Philip
Strategy Deployment is any form of organizational improvement in which solutions emerge from the people closest to the problems. This is an example of how to bring about such improvement through fast, focused, collaborative activities like Visioning, X-Matrix and Experiment Canvas.
Metrics at Every (Flight) Level [2020 Agile Kanban Istanbul FlowConf]Matthew Philip
Slides as presented on Dec 8, 2020 at FlowConf organized by Agile Kanban Istanbul. https://www.flowconf.com/
Organizational change often stalls out at departmental boundaries, whether that is IT or another division. How do we help organizations connect vertically and horizontally to realize the outcomes that they have when undertaking large-scale change efforts?
Join this session to learn from a case study of a bank that combined flight levels and metrics to bridge their departmental boundaries and recognize gains not only in software delivery effectiveness but unifying higher-level strategy.
Stop writing stories, start validating working softwareMatthew Philip
Slides as presented at the 2020 Ágiles Latam Conference.
Abstract:
Barry O’Reilly exhorts today’s leaders to “break the cycle of behaviors that were effective in the past but are no longer relevant in the current business climate, and now limit or may even stand in the way of your success.” After more than two decades of writing, refining, grooming, estimating and documenting user stories, it’s time to unlearn them.
In a vast and sad irony, user stories have become the heavyweight documentation and process that they were meant to replace. This session proposes that we strip away the accrued behaviors and get back to the heart of agile and focus on delivering — and measuring progress by — working software.
No (Lab) Jacket Required: Designing Experiments for Learning [XP2020 Conference]Matthew Philip
Slides as presented at the XP2020 Conference (Copenhagen/Online) by Matthew Philip (Accenture | SolutionsIQ).
Abstract
Hypothesis-Driven Development is thinking about the development of new ideas, products and services – even organizational change – as a series of experiments to determine whether an expected outcome will be achieved, so we need to know how to design and run experiments properly. This workshop session helps participants understand the importance of using experiments to help teams and organizations learn and improve, while giving hands-on practice in designing experiments to yield measurable evidence for that learning. We’ll even play a couple of inductive-logic games to get us in the mindset of how to write tests to validate — and invalidate — our hypotheses in order to acquire knowledge. Whether you’re in product development of organizational improvement, for those wanting to move from projects to experiments in the quest of continuous learning and evolutionary improvement, this session will provide the tools and mindset for going beyond simply calling something an experiment to conducting experiments with the proper rigor to maximize learning.
This 60-minute workshop session helps participants:
understand the importance of using experiments to help teams and organizations learn and improve
gain hands-on practice in designing experiments to yield measurable evidence for that learning
understand how to properly measure outcomes without confirmation bias
https://www.agilealliance.org/xp2020/xp-2020-online-program/industry-and-practice-abstracts/#Philip
From Andon to Yokoten: Japanese for AgilistsMatthew Philip
This document discusses Japanese terms related to lean and agile principles. It begins with asking the reader to list work-related Japanese words or phrases they know. It then explores the meaning of various terms like andon, anzen, gemba, hansei, heijunka, hoshinkanri, jidoka, kaizen, kanban, kata, muda/mura/muri, obeya, pokayoke, shu-ha-ri, yatai and yokoten. At the end, it suggests takeaways for the reader and provides additional resources for learning more about lean concepts and their origins in Japanese industry.
No (Lab) Jacket Required: Designing Experiments for Learning [2019 Flowcon]Matthew Philip
Slides as presented during the workshop with Karl Scotland at Flowcon, Paris, Dec. 12, 2019. https://www.flowcon.fr/
Hypothesis-Driven Development is thinking about the development of new ideas, products and services – even organizational change – as a series of experiments to determine whether an expected outcome will be achieved, so we need to know how to design and run experiments properly.
This session helps participants understand the importance of using experiments to help teams and organizations learn and improve, while giving hands-on practice in designing experiments to yield measurable evidence for that learning. We’ll even play a couple of inductive-logic games to get us in the mindset of how to write tests to validate – and invalidate – our hypotheses in order to acquire knowledge.
Whether you’re in product development or organizational improvement, for those wanting to move from projects to experiments in the quest of continuous learning and evolutionary improvement, this session will provide the tools and mindset for going beyond simply calling something an experiment, to conducting experiments with the proper rigor to maximize learning.
Slides as presented at the 2019 Prairie DevCon Deliver Conference. http://www.prdcdeliver.com/
Leadership at Every Level: Practices for Aligned Autonomy
What does it mean to have leadership at every level of an organization? How do you create aligned autonomy in your team or organization? This talk connects the philosophy of intent-based leadership with practices that enable you to realize the benefits of aligned autonomy, regardless of where your name is in your org chart. By discovering virtual safety nets and vision balloons, you’ll learn how to pragmatically establish psychological safety and alignment of purpose, two of the core traits of high-performing teams.
No (Lab) Jacket Required [Agile Midwest Conference]Matthew Philip
Slides as presented at the 2019 Agile Midwest Conference.
https://agilemidwest.org
Abstract: Hypothesis-Driven Development is thinking about the development of new ideas, products and services – even organizational change – as a series of experiments to determine whether an expected outcome will be achieved, so we need to know how to design and run experiments properly.
This session helps participants understand the importance of using experiments to help teams and organizations learn and improve, while giving hands-on practice in designing experiments to yield measurable evidence for that learning.
Leadership at Every Level: Practices for Aligned AutonomyMatthew Philip
The document discusses practices for leadership at every level and aligned autonomy in organizations. It promotes enabling acts of leadership from all employees. Several "safety nets" and "vision balloons" are described to encourage psychological safety and shared vision. These include practices like "andon cords", "competence building", and "role clarity". When combined with competence and clarity, they can provide aligned autonomy. The document advocates for leader-leader models and hypothesis-driven leadership to unite people towards shared goals.
Culture add over culture fit [flowcon 2018]Matthew Philip
The document discusses balancing culture fit and culture add when building organizational culture. It advocates valuing culture add over culture fit alone in order to bring in new perspectives and ideas. Culture fit is still important for job satisfaction and performance. The document provides examples of how some companies focus on culture add through strengths-based interviewing and personal journey mapping. It also discusses challenges that can arise when solely focusing on culture fit, such as creating an intolerant monoculture.
Play soccer, not football: How to foster a whole-team approach by thinking in...Matthew Philip
This document discusses fostering a whole-team approach by thinking in activities rather than roles. It argues that a soccer model of overlapping roles is better than a football model of specialized positions. It provides examples of how activities can overlap roles in both software development and soccer. It also describes some common "smells" that inhibit a whole-team approach and remedies to address them, such as emphasizing shared skills over titles and letting teams self-organize decisions. Finally, it proposes a card game to simulate specialization versus a whole-team approach.
Certified Administrative Officer CAO.pdfGAFM ACADEMY
The Certified Administrative Officer (CAO) is a gold-standard certification awarded exclusively by the Global Academy of Finance and Management ®. Earning this designation demonstrates that you have skills and experience in office administration which includes events coordination, time management, resource management, Microsoft Office applications, and business communication.
REQUIREMENTS
The Certified Administrative Officer designation requires a diploma or a bachelor's degree in business and administration, or related field.
Two years experience in office administration
Final year graduates with industrial attachment will be considered.
In addition to educational requirements, candidates must have knowledge in Microsoft Office applications, and business communication skills.
To apply: https://gafm.com.my/digital-certification/application-for-certification/
CAPACITY BUILDING:HOW TO GROW YOUR INFLUENCE, INCOME & IMPACTTochi22
Don't wish for less problems but for more capacity.
In this slideshare, you will discover the importance of capacity and different critical areas you must build to achieve your dream life.
To get the recording of this seminar, join our community on Clubhouse @ High Impact Makers
Understanding Bias: Its Impact on the Workplace and Individualssanjay singh
In the presentation, I delve into what bias is, the different types of biases that commonly occur, and the profound negative impacts they have on both workplace dynamics and individual well-being. Understanding these aspects is the first step towards creating a more equitable and supportive work culture.
Embracing Change_ Volunteerism in the New Normal by Frederik Durda.pdfFrederik Durda
The new normal has not diminished the spirit of volunteerism; rather, it has transformed it, opening up new avenues for individuals to connect with and support their communities. As we continue to adapt, volunteerism will remain a vital force in building resilient, compassionate, and inclusive societies.
8. @mattphilip #lkfr17
In the absence of any quantitative
feedback about the performance of our
service delivery, fake due dates and
artificial boundaries are always going to
persist.
10. @mattphilip #lkfr17
FEEDBACK NEEDS
Is our
team
healthy?
Is our
service delivery
fit for its
purpose?
Is our
product
healthy?
Is our
product
fit for its
purpose?
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)
18. @mattphilip #lkfr17
A regular, quantitatively-oriented
discussion between a customer and
delivery team about the fitness for
purpose of its service delivery.
21. @mattphilip #lkfr17
POSSIBLE TOPICS
▫︎Delivery times of recent work, distribution
▫︎Blocker-clustering results and remediations
▫︎Work-type mix (% allocation to work types)
▫︎Classes of service/expectations of each work type
▫︎Value-demand ratio (value-add or failure demand)
▫︎Due-date performance (fixed-date misses)
▫︎Policy changes
▫︎Results of fitness surveys (e.g., F4P Box Score),
front-line staff reports
▫︎“What obstacles stand in the way of our service-
delivery expectations?”
22. @mattphilip #lkfr17
FEEDBACK METRICS
■ Team health
■ Engagement
■ Flow
efficiency
■ Delivery time
distribution
■ Throughput
■ Due-date
performance
■ Mean time to
restore
■ Code health
■ Performance
■ Revenue
■ Usage
metrics
■ App-store
rating
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)
23. SERVICE-DELIVERY REVIEW CANVAS
FITNESS CRITERIA METRICS
What does our customer value about our service? e.g. Predictable delivery,
quality, delivery-time expectation at 85th%
DeliveryTeam (single kanban):
SERVICES WE PROVIDE
Which service requests / work items types do we accept?What are the
service level expectations of each work item type?
PARTICIPANTS IN REVIEW
E.g., Flow manager, coach, exec sponsor, Product owner, customer(s),
external stakeholders, delivery team reps
INPUTS OUTPUTS
DUE-DATE PERFORMANCE
How well did we do with on-time delivery of fixed-date items?
EXPEDITE PERFORMANCE
How well did we do with delivery of expedite items?
STANDARD-URGENCY PERFORMANCE
How well did we do with on-time delivery of standard-urgency items?
Service-level expectation:
85th percentile:
50th percentile:
BLOCKER CLUSTERS
Express largest clusters by type, count and total days blocked
CURRENT POLICIES
OPTIONS TO REDUCE RISK
Or system-design changes to improve capability vs. expectations (e.g., reduceWIP)
FORECAST
Based on delivery times, our expectation that we will complete remaining work
IMPROVEMENT DRIVERS AND HYPOTHESES
We believe that <change> will result in <outcome> and we’ll know because of <signal>
POLICY CHANGES
Date:“Is our service delivery fit for its purpose according to our customer?”
32. @mattphilip #lkfr17
TOP CUSTOMER SERVICE-DELIVERY EXPECTATIONS
▫︎Be accessible
▫︎Treat me courteously
▫︎Be responsive to what I need and want
▫︎Do what I ask promptly
▫︎Provide well-trained and informed employees
▫︎Tell me what to expect
▫︎Meet your commitments and keep your promises
▫︎Do it right the first time
▫︎Follow up
▫︎Be socially responsible and ethical
-Brad Cleveland, International Customer Management Institute
34. @mattphilip #lkfr17
BENEFITS OF A SERVICE-DELIVERY REVIEW
▫︎Forces you to focus on customers and become fit
for the purpose for which they chose you
▫︎Sets clear standards and achievement
▫︎Generates feedback with (meaningful) data
▫︎Helps you understand why you fail and then align
improvement efforts
▫︎Builds customer trust and loyalty
▫︎Improve your relationships!
36. @mattphilip #lkfr17
TAKEAWAYS FOR TOMORROW
▫︎Identify and involve your customer
▫︎Ask the “fitness” question (What do you value…?)
▫︎Discover your services
▫︎Establish service-delivery expectations
▫︎Keep doing the other useful feedback loops
▫︎Reduce/combine meetings rather than add new
▫︎Consider as way to measure “agile adoption”
37. @mattphilip #lkfr17
The tighter you make your feedback
loops, the greater agility you can exhibit
as a business, the faster you can sense
and respond.
— Anderson and Zheglov, Fit for Purpose
38. @mattphilip #lkfr17
REFERENCES AND FURTHER EXPLORATION
▫︎ http://www.djaa.com/kanban-cadences
▫︎ https://www.slideshare.net/agilemanager/kanban-cadences-information-flow
▫︎ https://mattphilip.wordpress.com/2017/05/24/service-delivery-review-the-
missing-agile-feedback-loop/
▫︎ When will it be done? by Dan Vacanti (https://leanpub.com/whenwillitbedone)
▫︎ http://kanbanize.com/
▫︎ https://actionableagile.com/
▫︎ https://hbr.org/1988/07/the-power-of-unconditional-service-guarantees
▫︎ http://www.icmi.com/Resources/Customer-Experience/2015/10/Ten-Customer-
Expectations-and-How-They-Are-Changing
▫︎ https://hbr.org/2010/07/stop-trying-to-delight-your-customers
▫︎ http://xprocess.blogspot.fr/ (Andy Carmichael)
▫︎ Fit for Purpose by Anderson and Zheglov