SESSION 105
Wednesday, November 2, 10:15 AM - 11:15 AM
Track: Improving Service Management
Lean Service Management at John Deere
Carla Lienhard
GIO Quality Manager,John Deere
[email protected]
Session Description
In this session, you’ll learn how to create a lean service management (LSM) program powered by coaching
and automated training. Discover how you can empower your team to implement the foundational
elements of LSM as you learn how to lead a transformation, implement key elements of the process, and
scale, improve, and measure your impact as you transform how your organization does business.
(Experience Level: Intermediate)
Speaker Background
Carla Lienhard is the the quality manager for John Deere’s Global IT Operations, where she prides
herself on being a people-oriented global industry quality expert specializing in leadership, cultural
transformation, and the continuous improvement of process, product, and personnel. She’s certified in
Lean IT, ITIL, Agile, and Design for Six Sigma, and she’s an ASQ Certified Software Quality Engineer.
Lean Service Management
A Grass Roots, Self-Promoting &
Self-Sustaining Transformation
Carla Lienhard
Global IT Quality Manager, John Deere
Agenda
 Introduction
 History of Global IT Operations
 Lean Service Management
 Quality Dashboard
Carla Lienhard
BA Computer Information Systems from University of Northern Iowa
Joined John Deere in 2007
Telework from office in Georgia
Currently:
Global IT Operations Service Management Quality Manager
Past:
Enterprise Electronics Group Quality Engineer
Global Tractor Electronics Engineering & Enterprise Electronics Engineering Services Process & Tools Owner
Intel Corporation (1991-2001), Technical Project Manager, Information Manager, Technical Group Lead,
Factory Automation JET Lead
Other:
ASQ Certified Software Quality Engineer, Certified ScrumMaster, IEEE Contributor [P730] Software Quality
2013 re-write, Lean IT and ITIL Certified, Design for Six Sigma Black belt, Business Relationship Management
Professional
People-Oriented Global Industry Quality Expert specializing in
1)
Quality leadership and cultural transformation
2)
Continuous improvement of process, product and personnel
History of Global IT Operations
 Evolution of Global IT Operations





IT enabling Deere employees – employee critical
IT hosting dealer apps – dealer critical
IT hosting SAP - factory critical
IT hosting automated link to equipment – customer critical
GIO became critical to Deere!
 IT consolidation brought together diverse groups with no common culture
 No longer just a data center now that we are integrated into customer
environments
Lean Service Management
Time for a video 
Lean Service Management
 Service catalog brings vocabulary of our customers to our retail and
wholesale products and services
 Leverage John Deere Quality System to establish capability and maturity
metrics
 Leveraging Deere best practices






Continuous Improvement used in factories
Quality System used in factories and engineering
Quality System used for software development (CMMI)
Enterprise Agile
John Deere University
John Deere Enterprise Design for Six Sigma
Lean Service Management
 Assessment categories for Phase 1








Risk Management
Service System Development
Work Planning
Decision Analysis and Resolution
Capacity and Availability Management
Service Delivery
Configuration and Change Management
Incident Resolution and Prevention
Lean Service Management Phase 1
Key
RSKM = Risk Management
SSD = Strategic Service Development
WP = Work Planning
DAR = Decision Analysis and Resolution
CAM = Capacity and Availability Management
SD = Service Delivery
CM = Configuration Management
IRP = Incident Resolution and Prevention
Overview of Business Goals for Phase 2
LSM Phase 2 – SLMT & GIO Factory Focus
 Capacity and Availability Management



Service Level Management
Availability Management
Capacity Management
 Configuration Management



Change Management
Service Asset & Configuration Mgmt
Change Evaluation
 Service System Development




Business Relationship
Customer Interfaces
Design Coordination
Validation and Testing
Lean Service Management
 Assessment categories for Phase 2
 Service Strategy
 User Experience
 Strategic Service Management
 Service Design
 Service Continuity
 Supplier Agreement Management
 Information Security Management*
 Service Transition
 Service System Transition
 Work Monitoring and Control
 Service Operations
 Causal Analysis & Resolution
 Access Management*
• * Not part of ITIL or CMMI so used NIST
Key
SLMT = Service Lane Management Team
GIO = Global IT Operations
GIO Quality
Dashboard
Overview of
Business Goals for
Phase 1 & 2
Key
SSD = Strategic System Development
SD = Service Delivery
CAM = Capacity and Availability
Management
WP = Work Planning
CM = Configuration Management
IRP = Incident Resolution and Prevention
SC = Service Continuity
SAM = Supplier Agreement Management
ISM = Information Security Management
SST = Strategic Service Transition
WMC = Work Monitoring and Control
CAR = Casual Analysis and Resolution
AM = Access Management
SSM = Strategic Service Management
UX = User Experience
SSD & CAM
SC, SAM
& ISM
SSM & UX
WP & CM
SST & WMC
IRP & SD
CAR & AM
Scale for capability and maturity
•
Assessment 2 hours or less
Results for Leading Metrics
Results for Leading Metrics
Results for Leading Metrics
Overview of
Business Goals for
Phase 3
Key
AsM = Asset Management
RsM = Release Management
CE = Change Evaluation
DM = Demand Management
FM = Financial Management
BRM = Business Relationship Management
AsM, RsM,
CE
DM, FM, BRM
How did we do it?
•
Department training site
• John Deere University standard automated training
• Ability to do group training and include non-Deere personnel
• Ability to track coverage of training and feedback
•
Spiral iterations
• 1900 employees world wide from Q2 2015 through end of Q2 2016
• Spiral definitions (All voluntary participation / sign up)
• Spiral 1 = pilot (1 team)
• Spiral 2 = early adopters (8 teams)
• Spiral 3 = open enrollment (>15 teams)
• Spiral 4 = open enrollment (>15 teams)
• Spiral 5 = open enrollment (>8 teams)
• Spiral 6 = open enrollment (>18 teams)
•
•
Self-sustaining coaching system (previous spiral)
Asking to participate and asking for re-assessment
Thank you for attending this session.
Please don’t forget to complete an evaluation for this session!
Evaluation forms can be completed electronically on the
FUSION 16 Conference App.