A global network equipment and services corporation needed to improve and replace the 10-year-old methods and processes supporting its Shared VLAN (SVL) support organization. The existing processes were expensive and time consuming, but also exposed problems with internal customer satisfaction due to an excessive, 20 percent rework situation and low employee morale from unmanaged intake and acceptance processes.
The SVL organization’s highly skilled resources were overburdened with work management processes that distracted from their highly visible and business-critical technical support activities.
Experis SolutionExperis interviewed and surveyed technical and customer management staff during an Agile Readiness and Adoption assessment to determine how Agile could be tailored to SVL process improvement needs. Recommendations for leveraging Kanban and Scrumban were defined to support a just-in-time Agile Factory framework for individual and group initiatives. This placed customer- centric activities on newly defined Service Request Managers while newly defined Service Delivery Managers would better control delivery.
An Agile Factory framework, from intake through implementation process, and organizational recommendations are being implemented. Progress is now measured using defined metrics and embraced in continuous deployment and integration automation.
Technicians now focus on their technical support activities. Experis trained the SVL organization in the new frameworks and is implementing the frameworks through pilot project coaching. Experis has provided Agile coaching resources to minimize risk and maximize delivery effectiveness.
The Agile framework that has been defined and embraced will be integral in reducing an overall 20 percent rework state. It will increase overall team velocity and morale on a more predictable and consistent basis.