Value Stream Operations: INRIX Quality Journey

Nadeem SaeedVP of Quality

Agenda

• Who Am I?

• Who is INRIX?

• June 2016 – State of Affairs

• Defintion of ‘Value’ from customer perspective

• Turn Around Plan: An INRIX journey into Excellence

• Results

• Wrap Up

Who Am I?

Lived in 6 countriesManaged team worldwideEngineering & Customer LeaderCertified Motorola SW MBB

Who am I?• Experienced leader in setting up, scaling and leading global operations

delivering hardware and software products and services in high volume, high quality environments.

• With Honeywell, Motorola, Microsoft and INRIX, led engineering and operational teams for category leading software and systems offerings that are being used in retail, logistics, healthcare, enterprise, government and consumer sectors.

• Senior technology executive with extensive experience leading major operational and business improvements in the mobile, wireless, infrastructure and enterprise software spaces.

• Based in the US, Europe and AsiaPac, focused on setting up large off-shore operations.

• For past 10 years effectively used Quality as a strategy, to enhance portfolio differentiation, optimize efficiency, while building and growing globally distributed teams.

• Motorola certified Six Sigma Master Black Belt with extensive knowledge in Design for Six Sigma, DMAIC and Lean methodologies.

• Led integration teams during medium to large scale M&A activities at Motorola and Microsoft.

• Hold a Masters in Computer Science degree

Who is INRIX?

Smart Cities

& Enterprise

INRIX Mission

Improving Transportation Worldwide by Connecting Every Car & City

Connected &

Autonomous Vehicles

Movement Today & TomorrowTechnology is fundamentally reinventing transportation, creating a unique opportunity

Smarter

Transportation

IoT Sustainability

Use of Big Data for Decision Making

Urbanization AnalyticsAutonomous Connected Electric

Transformation of Automotive Industry

Shared The convergence of

the connected car

and smart cities

Our 450+ Customers Are Leaders in Their Industries A proven track record of applying insight and intelligence to move people, cities and businesses forward

Automotive Public Sector Enterprise Mobile & Media

June 2016 – State

of Affairs

9

10 Confidential & proprietary

June 2016 – INRIX State of Quality Affairs

• Acted like a startup

• Solid customer base

• Embraced ‘Quality’ and ‘Customer Focus’ as core values

• Agile development

• DevOps / 24x7x365 operations

• Long multi-years contracts with detailed requirements / SLA built in

• Focus on Quality after product launch

• Siloed functional operations

SalesProduct

ManagementDev and

EngineeringOperations

Customer Support

Quality Focus

Defintion of

‘Value’ from

customer

perspective

Customer ‘Value’

• Near Realtime Data

• High Availability

• High Reliability

• High geographic global coverage

• Quick Time to resolve issues

INRIX Confidential12

Customer ‘Value’ gap = Time to resolve issues

Turn Around Plan:

An INRIX journey

into Excellence

INRIX Confidential13

14 Confidential & proprietary

Turn Around Change Management / Institutionalization

Guiding Principles

Guiding Principles

Guiding Principles

Guiding Principles

Guiding Principles

Norms that define the right processes

Values that drive the right behaviors

Objectives Objectives Objectives Objectives

15 Confidential & proprietary

INRIX Mission

and Culture

Quality Policy

and Goals

Improving transportation worldwide by connecting every car and city

Passion

Quality is a focus of everything we do. It is how our customers measure us, and often why they pick our products over other alternatives.

The people who work here understand that all INRIX employees impact the quality of our products and services either directly or

indirectly.

Customer

FocusQuality

Global

MindsetCollaborative Innovative

It is the Policy of INRIX to continually improve our solutions, products and services to maintain high satisfaction with our global

customers.

All INRIX employees are responsible for:

• Ensuring we understand our customers’ expectations

• Meeting our customer and regulatory commitments

• Innovating and collaborating on continuous improvements

• Supporting the Quality Management System

Compliance with standards

that matter to our customers

Meet our promises to

customers by achieving

Service Level Commitments

Agile systems and processes

that are scalable to the

capacity needs of our

customers

Strong customer loyalty for

INRIX solutions, products

and services

AccountabilityTransparency

& TrustFamilyUrgency

Quality

ObjectivesISO 9001 Certification

Meet or exceed 100% of SLA

commitments

50% Improvement in the

time to resolve problems100% Customer renewal

16 Confidential & proprietary

Turn Around Change Management / Institutionalization

Customer Obsession Focused Few Data, Data,

and DataEngage

EveryoneLean and

Integrated

SalesProduct

ManagementDev and

EngineeringOperations

Customer Support

Proactive RepeatableCustomer Value InnovationBroad Impact Community-based

ISO 9001 CertificationMeet or exceed 100% of

SLA commitments

50% Improvement in the

time to resolve problems100% Customer renewal

Quality Focus

Quality Award

What Is Value Stream Analysis?

Planning tool to eliminate non-value add waste from customer

perspective – permanently!

17

+ + =

Current State Value Stream State

• Chartered a cross functional team consisting of Sales, Product management, Development and Engineering, SaaS Services,

Customer Support, Legal

• Conducted three sessions

• Session 1: Define current state and identify waste

• Session 2: Ideas on removing waste and propose new state

• Session 3: Finalize roll-out plan with owners and responsibilities

• Relentless Execution

Customer

Value

18 Confidential & proprietary

Customer Obsession: Mapping End to End Process

18Continuous Improvement

Lean and Integrated: Relentless Execution

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

19

SaaS Production Reviews

Root Cause Council

Loss Reviews

Proposal Reviews

Extended Business Reviews

Business Reviews

OKRs Q Q Q Q

M M M M M M M M

Q Q Q Q

W W W W W W W WW W W W

W W W W W W W WW W W W

W W W W W W W WW W W W

W W W W W W W WW W W W

New

LEGENDS

Weekly

Monthly

Quarterly

20

Engage Everyone!

• Best way to change is when others think it is their idea

• Make customer ‘value’ visible

• Use performance governance: Objectives and Key Results (OKRs)

• Positive Peer Pressure: Quality Award

Engage Everyone! Driving Right Behaviors through Quality Award

• Purpose: to advance best practices and promote a culture of Quality, the award will be given to

recognize work/actions/behaviors that resulted in enhanced quality of INRIX products.

• The Award: The recipient will be publicly recognized at the company meeting and presented with a

individual engraved award

• Eligibility: Any individual, group, or team globally at INRIX who enhanced quality within the quarter. The

same exact group may not receive the award more than once in a 6-month period.

• Nomination: Peer nomination via survey monkey

• Evaluation criteria: The work being nominated will be evaluated based on the following criteria:

Proactive, Repeatable, Substantive initiative, Value, Innovation, Broad Impact, Community-based

• Judging: By award committee based on evaluation criteria

• Intra-departmental Award Committee: HR, Engineering, Marketing, Products, Quality, Innovation, Sales,

Winner from last quarter

21

A quarterly award recognizing contributions to enhanced quality at INRIX

ISO 9001:2015

22

Quality Policy & Quality Objectives

ISO Framework introduced in Mar 2017

What is ISO 9001?

It’s the most recognized international standard for Quality.

• Internationally recognized

• Demonstrates a commitment to Quality

• Most companies require supplier to be certified

• Sales and Marketing tool

• RFQ/RFI necessity

• Assists with process integration

• Flexible (nonprescriptive)

• Intended for small or large organizations

• Any sector

23

BenefitsWhy Now?

• Differentiates us from other

competitors

• RFQ/RFI necessity

• INRIX has contractual

obligation to be ISO 9001

certified

• Customers demand it

• Builds foundation for future

growth

24

Awareness Campaign• Fun activities

• Pop quizzes

• Caricature

• Emails

• Free food (Popcorns, Donuts, Ice

cream machine

• Happy hours

• T-shirts

ISO 9001:2015 Status Update

25

Highlights

• Internal Audit Complete

• Stage 1 External Audit Complete

• Only minor issues discovered

• Stage 2 External Audit Passed

“This small-ish organization has a mature approach to quality and customer satisfaction. There is a distinct and promoted

corporate culture that is focused on results. As per procedure, no findings were documented, but a list of OFIs was

provided. Overall, the quality management system is headed in the right direction. Certification should not be an issue

and continuous improvement is well established.”-Nancy Pasquan, Stage 1 Audit Report

We Passed Stage 2

Stage 1 Executive Summary

September 22, 2017 INRIX successfully

completed stage 2 audit for ISO9001:2015

0 major findings and

0 minor findings

Certificate is being processed and on its way

"The teams we interviewed were all ‘proud’ to show their information...."

We did this 3

months ahead of

revised schedule!

Way to Go!

Conclusion

27

Tying it all together

In Conclusion: Value Stream Operations

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Customer Obsession

Put Customer in the center of everything you do

Focused Few

Be specific and deliberate about what really matters

Data, Data and Data

Do what you measure and measure what you do

Engage Everyone!

Drive change selflessly

Lean and Integrated

Think and act Lean

Value Stream Operations