Conduzir processo de mudança (STATIK (Systems Thinking Approach to…
Conduzir processo de mudança
Starting the change:
Use a narrative to sell the change
They are much more powerful than raw data
That's how humans thing
Quick and small change experements
Increase dissatisfaction, by making it explicit
Fitness for Purpose
Net Fitness Score
NFS is more actionable than NPS
Why have you answered that?
How have this service satisfied your objective? (exceed a lot, exceed a bit, satisfied, some, no)
What is your objective?
Qualidade é medida pela perspectiva do cliente
Seu propósito é atender seus clientes, gerar valor e perpetuar o negócio
Seu negócio deve então estar fit for purpose
How do you know it is fit?
Management through Fitness for Purpose is objective
(Systems Thinking Approach to Introduce Kanban)
7 - Design the Kanban System
Tip: Limit WIP, it increases quality and increases predictability, also too small WIP is not productive. 2-3 pp.
Tip: Do no model the ideal future, start from the as-is.
TIP: Design based on purpose!
Tip: Do not define responsibilities over activities between teams
6 - Uncover the service classes
5 - Model the workflow
4 - Analysed capacity
Do I have all the skills / tools?
How much can I do?
Can I do what is needed?
3 - Demand analysis
Is it seasonal?
What is the volume of those demands
What sort of demands do you have?
2 - Gather internal and external complaints
1 - Define the Fitness for Purpose
KPIs, SLEs e SLAs
From the commitment to the next virtual infinite queue
Use the distribution to understand your system
Alfa: What is the range of lead time? I.e. from 1-25 days
Why the fastest and slowest exist? Which is the narrative?
Where is your 90% percentile? We can deliver in x days with 90% confidence
How long is the tail?
CFD - Cumulative Flow Diagram
The inclination (angle) of the done line is the throughput
The line thickness is the WIP
The horizontal line between to-do and done is the cycle time