21 Sutras of leadership - book notes

 

Kirkpatrick four levels of finding coaching outcomes

Visual Representation of a High Level Plan

Creative Process - Points to Remember

Notes from Ideas Book - Phase 5 Enacting Ideas

Notes from "Ideas book"

Fifth and last phase is "Enacting Ideas", Below are few inputs on preparation

Notes from Ideas book - Phase 4 Judging the ideas

Notes from "Ideas book"

Fourth phase is "Judging the Ideas", Below are few inputs on preparation

Notes from Ideas Book - Phase 3 Developing and Understanding Ideas

Notes from "Ideas book"

Third phase is "Developing and Understanding", Below are few inputs on preparation

Notes from Ideas book - Phase 2 Generating Ideas

Notes from "Ideas book"

Second phase is "Generating Ideas", Below are few inputs on preparation

Notes from Ideas Book - Phase 1 Preparing for Idea generation

Notes from "Ideas book"

First phase is "Preparing for Idea Generation", Below are few inputs on preparation

Testing Framework - Predictive/Statistical

Independent testing includes majorly 5 components as depicted above. Each of the 5 components are further explained below taking the industry frameworks like PMBOK, ITIL, Six Sigma, Lean, Agile, CMMI Services etc.,

Similarly Usage or application of statistics can be grouped into 4 major categories as below.

Below diagram depicts few of the tools/techniques used in each of the above 4 categories.

Below slides shows few of the examples in each of the above categories with the alignment to the testing scenarios/processes/metrics.

Below slides provides few more examples/models that can be applied in actual testing i.e., test case generation, test execution, test planning etc.,

Improve Phase - Identify the Solutions

Six Sigma – Measurement System Analysis

Context: In this scenario the incident tickets were reviewed by the selected and trained reviewers with respect to a predefined parameters.  The main objective is to understand the accuracy as well as the consistency among the reviewers before confirming the review results followed by appropriate actions.

Review results are the output of the review measurement process carried out by

v  Reviewers, Checklist, Environment, Review method, Data collection/capturing

Components of MSA Process:

·   Key Considerations:

§  The study should be performed over the range (Severities, Shifts, Reviewers, Towers etc.,)

§  Actual Checklist should be used, already written review procedures should be followed

§  It should be business as usual

§  Measurement variability should be presented “as-is”, not as it was designed to be

·   Data Collection:

§  Select15 reviewers and 10 tickets to be evaluated

§  Appropriate sampling techniques should be used

§  Each ticket is to be reviewed 2 times by each reviewer with a gap of sometime (e.g. a week)

§  Analyze the data to verify the repeatability, reproducibility and accuracy

·   Frequency:

§  Once in a quarter

§  Addition of new reviewers in to the system

§  Changes to review checklists, Changes to the current process being evaluated

§  Missing correlation with other sources like customer feedback etc.,

SLA Prediction Model

Service Level Agreements (SLA) with the customer is common in most of the service operations. SLA’s might vary depending on the business need and many a times the Non Compliance to SLA’s might lead to huge penalties as well as customer dissatisfaction.

This topic provides an approach for predicting the SLA compliance in advance and helps in effectively managing the SLA to avoid noncompliance as well as penalties. This is just an approach the model can be adjusted based on the business rules, past trends, SLA compliance parameters etc.

Scenario: The team resolves the incident tickets received from the customer/automated tools. The project has a committed SLA with the customer on the “Time to Resolve the Issue”. And this Time to Resolve SLA is different for different severity of the tickets. Each issue reported is associated with a knowledge article that is been referred by the analyst to resolve the issue.

Model Approach:

·        Understand the SLA commitments

o   Time To Resolve – Time it took to resolve the issue reported from the issue received i.e., Time To Resolve = Issue resolved time – Issue reported time

o   SLA for Time Resolve

§  Severity 3 – 240 Minutes

·        Assess the parameters that might affect the SLA

o   Parameters that might impact the Time To Resolve includes

§  Severity

§  Issue type

§  Shift

§  Week Day/ Week End

§  KB Article

·        Analyze the issue categories

o   By Problem type

o   By KB article

·        Gather the data for the past 3-6 months (Depending on the volume and issues coverage)

o   Below is the  sample data captured for the Time To Resolve SLA

·        Understand the Time To Resolve distribution with respect to the above parameters as highlighted in second bullet

o   Time To Resolve

§  Distribution with respect to

·        Confirm the parameters that are impacting the Time To Resolve

o   Time To Resolve

§  Above table as observed there is a significant variation in the distribution from Morning shift to Night shift

§  Confirmed parameters include

·        Issue Type

·        Shift

·        Baseline the Time To Resolve distribution with respect to the above parameters

o   Time To Resolve – Baselines

·        Develop the Model to be referred/used for predicting the SLA compliance. This can be customized based on the business need

Consulting – Introduction to ITIL

Introduction:

•        Information Technology Infrastructure Library

•        Global standard that has been in use for over 20 years

•        Collection of best practices to optimize the services

•        Started in 80s

•        v2 came along in 2000-2002

–       Still Large and complex (8 Books)

–       Talks about what you should do

•        v3 in 2007

–       Much simplified and rationalized  (5 books)

–       Much clearer guidance & easier

–       Aligned with ISO20000