Nowadays, so much new technology and knowledge is arising that one cannot even keep up with the latest developments in all aspects of a specialist field. This is quite a shock, to be honest. Instead of burying our heads in the sand and watching others overtaking you, instead we start running. To ensure that this doesn’t become uncoordinated, knowledge acquisition and knowledge management must be arranged in your team. This works most effectively with a Service Champion concept, which I am happy to introduce to you. Continue reading “Lean: The Service Champion principle”
At Fujitsu, a Lean Management methodology called Sense&Respond® is widely used for service delivery in many areas to achieve improvements in IT operations. Some time ago I was interested in this methodology, then it became fascinating and about 2.5 years ago the idea came up to use it in my area, i.e. for presales consultants.
We are a team of Presales consultants for End User Services, which means that we are many times on the road in different projects to advise customers, to explore the business value of Workplace, to develop solutions together, to submit offers or to solve problems.
Applying Lean Management encountered two typical answers. First, “Lean is old and obsolete, why don’t you do something agile?” or second, “Lean is for production, not for consulting.
If you agree with me, I might be able to stimulate you to read (and imitate) the following keywords:
- In the key area “Blueprints” we have increased twice as much productivity
- We have our training 100% under control, which is a real advantage in view of the current rapid developments in the Workplace area.
- Overtime and travel times (approx. 30% of the time) are far lower than the market average, and
- We actually know our value as advisers to the client, which means we know what to deal with and which is trash.
The problem was indeed all lean management methodologies and testimonials revolve around products or services. Usually an ongoing manufacturing process in which the entire team has a common task. For us, only the “consulting” approach is similar, the current “business value creation” products are very different. It was therefore quite a journey to apply Lean Methodologies to our consultants. I would like to tell you about this trip in the following article, but an important warning first.
A mindset like Lean unfolds its value, in such a way that team members themselves raise potential for improvement and one responds to it together, hence the name of the method Sense&Respond: Recognize something and react appropriately to it.
If you check out our methods, please take them as an example. It could be that they are useless for your area (but of course they can be sensational). Tools and methods are a construction kit that has to be adapted. Methods must not be a meaningless extra work, rather they must have a value.
Lean Management is a journey with errors and insights, I cannot switch it on by a switch or delegate it to a quality team. So you are warned.
My team is spread all over Germany, that actually worked quite well in the past, but the spatial distribution is not exactly conducive for the introduction of Lean Sense&Respond. For the first steps like defining the mission it took us a long time and the first problem Solving Sessons lasted forever. In fact, small sub-groups are responsible for speeding up the process, preparing and coordinating a measure for the most part. The preparing steps may seem like fulfilling a duty, but they create a sound shared understanding.
The most noticeable breakthrough for me was Quality Function Deployment (QFD). We asked our internal and external customers what they really wanted from us and why. So what do you want from a presales team, not what do you want from the services we help to sell. We already knew many of the points we found, but the QFD has put them in the right priority, also points have come out that serve for our further development. For example, customers prefer to have their costs reflected 1:1 on their cost center structures. The disadvantage, however, is that such a procedure changes the given price sheets. But this suggestion is absolutely vailde, because only so costs can be avoided really effectively. From the QFD we have created a set of orientation rules and consulting know-how, which allow us to estimate procedures well and also contain some No-Gos.
We have restructured our weekly virtual team meeting, this is now facilitated in turn and successes, such as concerns (Concerns) structured. Follow-up activities are derived from concerns that address the team or the organization. This can be a problem solving session, for example. The most important thing that has emerged is mutual responsibility.
When we started Sense&Respond I drowned in Concerns that were assigned to me. On the one hand because we are the first presales team at Fujitsu, i.e. our neighbours in the organisation didn’t know about it, on the other hand because we didn’t fully understand the mandate which Lean gives to each one of us and haven’t yet accepted the responsibility for it.
I have to admit that I was always uncertain during the whole journey to our own quality improvement toolbox. Many of the methods and procedures we invented turned out to be useless in version 1.0 after a few months. They started to smell like bureaucracy, were annoying or information graves. We have sharpened our methods for the third time in the last 2.5 years. Some of them were actually only polished up because they had forgotten over time that this method is valuable and others were completely rebuilt or thrown overboard. In general, one can say whenever we create a new methodology or approach: It typically takes a year or a redesign to get everyone’s fun going.
After months of experience with Sense&Respond, the main result is a team that works closely together to address shortcomings, improve quality and promote efficiency. Even if this has always been a very stressful time for an organisation and its clients. My team already was a great team, but now we have a deep understanding of our added values and shortcomings. We promote the added values, help each other with our imperfections, and that much more naturally than before.
I started this blog post as the beginning of a small series, because I am sure that lean methodologies will have a long future with us in the team and can also inspire other consulting teams. I will be happy to tell you more details here, but I will also be happy to talk to you at any time.