Using Lean for Competitive Advantage and Customer Delight – A Case Study  

Oleh:

Ganesh, N. Balaji

Jenis: Article from Proceeding
Dalam koleksi: 12th ANQ Congress in Singapore, 5-8 Agustus 2014, page 1-6.
Topik: Lean; Mistake Proofing; Visual Controls; Design Structure Matrix; Orthogonal Arrays
Fulltext: CS2-1.5-P0121.pdf (71.1KB)

Isi artikel

Executing bespoke Application Development (AD) projects, which requires incremental feature addition to a large code base is quite challenging. According to an IBM study, only 40% of projects meet schedule, budget and quality goals. Hence cost of delivery reduction with best in class quality has become an imperative for any service company in the IT outsourcing space. This case study shares the experience from a large Application Development (AD) project in the insurance domain, executed under risk reward model with end to end responsibility from requirements to system testing. The team was expected to deliver on time or ahead of schedule with 0 high and critical defects in production, at-least 5% effort under run versus plan, flexibility to absorb additional effort as change requests without impact to schedule. The team brainstormed to arrive at key areas where lean principles could be leveraged to optimize efforts, reduce defects, maximize flow, compress cycle time and manage complexity to meet the stringent schedule, cost and quality goals effectively. Lean tenets like Visual Controls, Mistake Proofing, Design Structure Matrix (DSM), Orthogonal Arrays (OA) were implemented to achieve significant effort optimization (10% effort under-run), 33% improvement in development productivity, absorption of 200+ hours of Change Request efforts and delivery 1 week ahead of schedule with high quality (60% defect reduction, zero critical and high defects). Lean levers helped derive significant competitive advantage by maximizing program rewards and inculcating a culture of continuous improvement leading to high employee satisfaction and customer delight

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