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What and why of process excellence models
Adaptive Processes Consulting
Experience World Class Processes!
www.AdaptiveProcesses.com
An ISO 9001:2008 Certified Company
(c) Adaptive Processes 1Experience World Class Processes!
Every morning…
Every day morning, when a deer wakes up, it knows it must run faster than the fastest lion or it will be killed.
Every morning, a lion wakes up, it knows that it must outrun the slowest deer or it will starve to death.
It doesn't matter whether you are a lion or a deer;
When the sun comes up, you'd better be running.
2(c) Adaptive Processes Experience World Class Processes!
Experience World Class Processes! 3
Quotable quotes…..• Learning is not compulsory. Neither is
survival .- Edward Deming
• I do not know much about Quality, but I am
sure of one thing, if Quality is good,
Customers come back, else products come
back. – Margaret Thatcher
• Quality is never an accident: it is always the
result of high intention, sincere effort,
intelligent direction and skillful execution. It
represents the wise choice of many
alternatives. -William A Foster
• Losing market share, losing confidence of
customers, or going out of business are not
punishments of God – they are usually the
results of an inability to change and
improve the way things get done.
(c) Adaptive Processes
Experience World Class Processes! 4
Business Scenario
Competitive than ever before
Innovations at break neck speed
Demand for high Quality personnel increasing day by day
Shorter time to market
Success lies in being an “And” company rather than “Or” company
(c) Adaptive Processes
Imperatives for Business
Success
Consistently meet customer requirements
Improve productivity
Be innovative
Business
Success
5
Be aware and alert
Adhere to security
standards and
policies
Protect business
Experience World Class Processes!(c) Adaptive Processes
6
4 Pillars of business
Experience World Class Processes!(c) Adaptive Processes
People
Partners
Technology
Process
What and why of processes?
• Series of activities done in a coordinated manner to
achieve desired results
Deliver quality
consistently
Improve productivity
Reduce risks of project/ process failure
7Experience World Class Processes!(c) Adaptive Processes
Why focus on systems?
Ensure better, quicker
output
Assure work will be
completed in time with
desired quality and
estimated cost / within
budget
Reduce rework and
improve productivity
Increase organizational
knowledge base
Reduce person
dependencies
Reduce variance
Work smarter than work
8Experience World Class Processes!(c) Adaptive Processes
Demystifying processes Processes are rigid
Correct process design will ensure
good fit to our projects
It’s an overhead
It is an insurance against project
tragedies!
Processes slow down work
The fastest way to reach destination
may not be the safest one!
Processes stifle creativity
Continuous improvement is one key
requirement for most models!
It adds documentation
Processes can be simple yet effective
with minimal documentation
9Experience World Class Processes!(c) Adaptive Processes
Underlying premise of process
improvement
10
“Quality of a product or service is
largely determined by the quality of the
process that is used to develop and
maintain it.”
Experience World Class Processes!(c) Adaptive Processes
Do
Act
Plan
Check
Modern systems thinking
Prevention is better than cure
Quality is built in, not
inspected in
Systems view – 80% of your
problems are because of the
system, not people
Plan – Do – Check – Act
Principle for continual
improvement
11Experience World Class Processes!(c) Adaptive Processes
Standards and standards…..
12Experience World Class Processes!(c) Adaptive Processes
27001 20000
1400118001
PCMM
Changing over time
• ISO 9001 – 1994, 2000, 2008
• BS 15000 - ISO 20000 – 2005, 2011
• CMM to CMMI – v1.0, 1.1, 1.2, now
1.3
• BS 7799 – ISO 17799 – ISO 27001
• ITIL – V2 then V3
13Experience World Class Processes!(c) Adaptive Processes
Standards are order of the day
• Competitive advantage in market
place
• Streamline their processes to
achieve better Quality and
Productivity
• Customer requirements
• Legal requirements
• Address attrition issues
• Each standard brings in specific
focus area for improvement
14Experience World Class Processes!(c) Adaptive Processes
Challenges
15
So many
audits?
People
recruited seem
to have lesser
experience day
by day
So many
standards!!!
They are
changing
Our systems
are changing
slower than
our business
needs
How can we
continually
improve our
delivery
capability?
So little time?
Experience World Class Processes!(c) Adaptive Processes
Challenges faced by
organizations
Too many requirementsMore than 2000 requirements
80+ processes
50 + policies
60+ data requirements
20+ trainings
Numerous audits and assessments
for projects.
Large effort needed in upkeep
of the management system
16Experience World Class Processes!(c) Adaptive Processes
Challenges faced by
organizations
Confusion of terminology “Document Control” in ISO 9001 becomes
“Configuration Management” in CMMI,
“Corrective and Preventive Actions” in
ISO 9001 becomes ‘Causal Analysis and
Resolution” in CMMI.
Service continuity vs. Business Continuity
Projects face ever increasing
demands on schedule, quality,
productivity, staffing and attrition
17Experience World Class Processes!(c) Adaptive Processes
Causes behind the challenges
Many organizations think that
the framework is their system
Available frameworks are
inputs to organization’s system
development – they themselves
should not be used the
organization’s system
Many disconnected initiatives
Each model implementation is
a separate initiative
Difficulty in integrating multiple
models /standards into one
improvement program
18Experience World Class Processes!(c) Adaptive Processes
Causes behind the challenges
Viewing organizational
processes from standard’s
perspective 23 Processes for 23 Process Areas of
CMMI
Change management process – one
for CMMI and one for ISO 27001
Lack of comprehensive
integrated data management
system
Excessive emphasis on
documenting and assessing
processes
Bookish view of process
implementation19Experience World Class Processes!(c) Adaptive Processes
Adaptive’s system development
approach
Experience World Class Processes! 20(c) Adaptive Processes
Clients Existing System
Clients Project Management Experiences
Clients QMS
Adaptive experiences
Adaptive’s system development
approach
The system shall be as simple as
possible
System shall be designed in
layered architecture
Maximum possible re-use of
existing documentation and
practices
Usage of terms as practiced in the
organization
Systems shall be made role-
specific
Experience World Class Processes! 21(c) Adaptive Processes
Adaptive – World’s leading multi-
model implementation partner
First company in the world to develop a management
system and management system deployment system
(GRCPerfect) catering to needs of following standards
ISO 9001
CMMI
ISO 27001
Balanced Score Card
PCMM
BS 25999
HIPAA
Agile (In progress)
ISO 20000 and ITIL (In progress)
22Experience World Class Processes!(c) Adaptive Processes
Adaptive – World’s leading multi-
model implementation partner
10 Multiple multi-model implementation experience
Client Models Implemented
Infinite Computers ISO 9001, ISO 27001, CMMI, Agile
Accel Frontline ISO 27001 and ISO 20000 certification
Cross-domain ISO 27001, BCMS and HIPAA
Clutch Group ISO 9001 and ISO 27001 certification
Ness Technologies ISO 9001, ISO 27001, Agile
Ascendum CMMI and ISO 9001
MACH ITIL, ISO 9001, Six Sigma
Virtual Logic ISO 9001 and ISO 27001
Proteans ISO 9001 and ISO 27001
23Experience World Class Processes!(c) Adaptive Processes
Practical approach to solve a
business need - All our senior
consultants come with
significant software development
experience
Adaptive has is a software
development unit of its own.
Integrated Quality, Security, HR
Management System
eLearnings on ISO, CMMI, IIBA
frameworks
Adaptive – World’s leading multi-
model implementation partner
24Experience World Class Processes!(c) Adaptive Processes
Introduction to Popular IT
Standards / Frameworks / Best
Practices
(c) Adaptive Processes 25Experience World Class Processes!
Experience World Class Processes! 27
ISO 9001 Standard
• World’s most widely adopted
standard
• Specifies requirements for a
quality management system
• Organization that need to
demonstrate its ability to
consistently provide product that
meets customer and applicable
regulatory requirements
(c) Adaptive Processes
Experience World Class Processes! 28
Purpose and Applicability of ISO
9001
• Aims to enhance customer
satisfaction through effective
application of the system,
including processes for continual
improvement of the system and the
assurance of conformity to
customer and applicable
regulatory requirements.
• All requirements of the standard
are generic and are intended to be
applicable to all organizations,
regardless of type, size, product or
service provided.
(c) Adaptive Processes
Experience World Class Processes! 29
ISO 9001 process approachContinual Improvement of the Quality
Management System
Resource
Management
Measurement,
Analysis,
Improvement
Cu
sto
mer R
eq
uire
me
nts
Management
Responsibility
Product
Realization Product
Inputs
Outputs
Cu
sto
mer S
atis
factio
n
(c) Adaptive Processes
Benefits and limitations of ISO
9001
• Benefits
– World wide acceptance
– Moderate implementation difficulty
– Moderate cost of assessment – Approx. 4K
USD
– Moderate cost – Approx 6K USD
– Annual periodic audits
– Most other ISO frameworks share some
similarity with ISO 9001
– Approx. time frame – 6 to 8 months
• Limitations
– Does not carry significant marketing
muscle as a large # of companies are
already certified
– Quality of external audits are a suspectExperience World Class Processes! 30(c) Adaptive Processes
Organizations are constantly under
threat
Utility Failure Intruder Fire & Smoke
Earth Quake Flood Internet cable cut
32Experience World Class Processes!(c) Adaptive Processes
Disasters can cripple business
Lightning Heat and Humidity EM Radiation
Loss of transport / Traffic
Jam
Terrorist Attack Pandemic
33Experience World Class Processes!(c) Adaptive Processes
So the implications are…
• Business continuity and information
security are essential to maintain
competitive edge, cash-flow,
profitability, legal compliance and
commercial image
• It is extremely critical for
organizations to identify, assess and
take preventive / corrective measures
for risks that it faces
• It is legally required to protect
information that customers provide it
34(c) Adaptive Processes Experience World Class Processes!
ISO 27001
• Specifies requirements for a
Information Security Management
Systems (ISMS)
• Organization that need to
demonstrate its ability to protect
customer data, continue business
under adverse conditions and
meet applicable regulatory
requirements
• World’s most widely adopted
information security standard
35(c) Adaptive Processes Experience World Class Processes!
ISMS process approach
36
Implement and
operate ISMSMaintain and
Improve ISMS
Establish
ISMS
Monitor and
review the
ISMS
Interested
PartiesInterested
Parties
Information
Security
Requirement
s and
expectations
Managed
information
Security
(c) Adaptive Processes Experience World Class Processes!
Benefits of ISO 27001 are• Protection of information assets
• Better preparedness to face disasters
• Better legal Compliance
• Better utilization of IT assets
• Safer work place
• Aware workforce
• Provides for a market differentiator
• Reduced insurance cost
• Better employer branding
37(c) Adaptive Processes Experience World Class Processes!
Benefits and Limitations of ISO
27001
• Benefits
– Widely adopted and accepted
– Moderate to high implementation
difficulty
– Low cost of assessment – Approx.
5K USD
– Moderate cost – Approx. 8K USD
– Annual periodic audits
– Approx. time frame – 8 to 10 months
• Limitations
– May require investment IT
infrastructure
38(c) Adaptive Processes Experience World Class Processes!
Key Aspects Of ISO 27001
• Organizational security policy
– To provide management direction and
support for information security
– Helps compliance with legislative &
contractual requirements
• Organizational security infrastructure
– Security steering committee –
representatives from each function
– Approval for any new information
processing facility
– Security with respect to outsourcing
contracts / third party access
39(c) Adaptive Processes Experience World Class Processes!
Key Aspect of ISO 27001 – Cont.
2
• Asset classification and control– Accountability for assets
– Inventory of assets
– Information classification, handling
• Personnel security– Recruitment
– Non-disclosure
– User training
– Reporting security incidents
– Disciplinary process
40(c) Adaptive Processes Experience World Class Processes!
Key Aspect of ISO 27001 – Cont.
3
• Physical and environmental security
– Physical entry controls
– Securing offices, rooms and facilities
– Precautions to be taken while working
in secure areas
– Equipment sitting and protection
– Protecting power, cabling
– Equipment maintenance
– Off-site equipment protection
– Clear desk and screen policy
41(c) Adaptive Processes Experience World Class Processes!
Key Aspect of ISO 27001 – Cont.
4
• Communications and operations management– Documented operating
procedures
– Production operational change control
– Incident management procedures
– Separation of development and production environment
– System planning and acceptance
– Capacity planning
– Virus protection and Back-up
– Email security
– Protection of company web-site
42(c) Adaptive Processes Experience World Class Processes!
Key Aspect of ISO 27001 – Cont.
5
• Access control – Password policy and
management
– Monitoring system access
– Remote connectivity
– Mobile working
• Systems development and
maintenance – Security requirements
analysis and specification
– Data encryption
– Control of production environment
43(c) Adaptive Processes Experience World Class Processes!
Key Aspect of ISO 27001 – Cont.
6• Business continuity
– Identify and evaluate risks
– Develop continuity measures
– Testing, maintaining and re-assessing business continuity plans
• Compliance
– Compliance with legal requirements
– Identification of applicable legislation
– Intellectual property rights
– Safeguarding of organizational records
– Data protection and privacy of personal information
44(c) Adaptive Processes Experience World Class Processes!
46
Business scenario
IT is becoming critical to business operations and and growth
Need for alignment of IT to business
Better accountability of IT investments
Demand for IT personnel increasing day by day
Companies serving IT services need independent assessment of their capabilities
Experience World Class Processes!
Benefits of ITSM Implementation
• Provides confidence to clients
on organization’s ability to
provide high quality IT
services
• Structured change
management
• Helps in being prepared for
disasters
• Secures companies
information assets
• Better management of
incidents
• Provides for a market
differentiator 47Experience World Class Processes!(c) Adaptive Processes
Benefits and Limitations of ISO
20000
• Benefits
– Specifically developed for IT Service
management system
– Medium Implementation difficulty
– Moderate cost of assessment –
Approx. 5K USD
– Moderate cost – Approx. 10 K USD
– Annual periodic audits
– Large overlap with ISO 27K, ITIL and
ISO 9K
– Approximate is 6 – 8 months.
• Limitations
– May require investment IT
infrastructure
Experience World Class Processes! 49(c) Adaptive Processes
51
About ITIL
Experience World Class Processes!
• Framework developed for IT
Service management
• Has been hugely popular
• Very high adoption rate
Benefits of ITIL Implementation
• Provides confidence to clients on
organization’s ability to provide
high quality IT services
• Structured change management
• Helps in being prepared for
disasters
• Secures companies information
assets
• Better management of incidents
• Provides for a market
differentiator
52Experience World Class Processes!(c) Adaptive Processes
Benefits and Limitations of ITIL
• Benefits
– Extremely popular in ITSM
community
– Specifically developed for IT
Service management system
– Medium Implementation difficulty
– Higher cost – Approx. 15 K USD
– Large overlap with ISO 20K and
ISO 27K
– Approximately 6 to 8 months
• Limitations
– No organizational assessment
scheme available
– May require investment IT
infrastructureExperience World Class Processes! 54(c) Adaptive Processes
What is a CMM?
• Capability Maturity Model
– A reference model of mature
practices in a specified
discipline, used to assess a
group’s capability to perform
that discipline
• CMMs differ by
– Discipline (software, systems,
acquisition, etc.)
– Structure (staged versus
continuous)
– How Maturity is Defined
(process improvement path)
– How Capability is Defined
(institutionalization)56Experience World Class Processes!(c) Adaptive Processes
Maturity Levels
57
1
2
3
4
5
Process unpredictable,
poorly controlled, and
reactive
Process characterized for projects and is often reactive
Process characterized for the organization and is proactive
Process measuredand controlled
Focus on continuous process improvement
Optimizing
Quantitatively
Managed
Defined
Initial
Managed
Optimizing
Defined
Experience World Class Processes!(c) Adaptive Processes
Improvements from CMMI
58
Productivity
(increase)
Time to market
(reduction)
Post-release
defect reports
(reduction)
Savings vs. cost of
software process
improvement
(median) 5:1
Pe
rce
nta
ge
Im
pro
ve
me
nt
Annual Medians
35%
19%
39%
0
5
10
15
20
25
30
35
40
Experience World Class Processes!(c) Adaptive Processes
Benefits of CMMI Implementation
• Decreased Costs
– Siemens reduced cost of quality from over 45
% to under 30% over a three-year period.
– TCS saved $4.6 million in SW development
– General Dynamics reduced maintenance staff
costs by 64% while doubling the size of the
organization.
• Improved On-Time Delivery
– GM improved the percent of milestones met
from 50% to 85%.
– Raytheon North Texas improved schedule by
8% with a 50% decrease in variation.
– JPMC reduced average slippage of project
delivery dates by 70-80%.
Experience World Class Processes! 59
Source: www.sei.cmu.edu/cmmi/why/benefits/
(c) Adaptive Processes
Benefits of CMMI Implementation
• Improved Productivity
– IBM Australia improved account
productivity over 20%.
– SAIC Systems doubled its productivity.
– Warner Robins reduced effort to deliver
test programs sets by 25%.
• Improved Quality
– Siemens Information Systems Ltd.
reduced defect density an average of
71% in three technical areas.
– IBM Australia Application Management
Services closed 95% of problems within
the customer-specified time frame.
– Tufts Associated Health Plans
decreased software defects identified in
testing 25%. Experience World Class Processes! 60(c) Adaptive Processes
Benefits of CMMI Implementation
• Improved Customer Satisfaction
– Lockheed Martin increased their award
fees by 55%.
– Siemens increased their customer
satisfaction index an average of 42% in
three technical areas.
– Northrop Grumman IT received more
than 98% of possible customer award
fees.
• Impressive Return on Investment
– Accenture experienced 5 to 1 ROI for
quality activities.
– Siemens experienced 2 to 1 ROI over 3
years.
– Reuters experienced over 3 to 1 ROI from
reducing post-release defects.Experience World Class Processes! 61(c) Adaptive Processes
Benefits and Limitations of CMMI
for Dev
• Benefits– Specific model developed for
Software development
– Widely accepted
– Carries better recognition than ISO
standards
– Needed for doing business with US
defense and Govt. organizations
• Limitations– Higher implementation difficulty
– Implementation time frame – Approx
10 to 12 months
– High cost – Approx. 12K USD
– High cost of assessment – Approx.
16 to 18K USD
– Assessment once in 3 years
Experience World Class Processes! 62(c) Adaptive Processes
Key Expectations from CMMI
Experience World Class Processes! 63
Process Area Data Expectations
Project Planning Schedule
Project Monitoring and Control Executive Dash Board + Reports
Configuration Management CM Plan
Process and Product Quality Audit Management
Measurement and Analysis Schedule, Defect, Risk
Supplier Management Vendor Master & Evaluation
Requirements Management Change Request Management
(c) Adaptive Processes
Key Expectations from CMMI
Experience World Class Processes! 64
Process Area CMMI Expectations
Requirements Development Product Backlog, Traceability Matrix
Technical Solution Design documents
Product Integration Integration testing
Verification Review, Test Case Management
Validation Test Case Management
Decision analysis and resolution DAR guidelines and evidences
Integrated Project Mgmt Minutes of Meeting, Action item
Tracking
Risk Management Org Risk Master + Project Risk
Organizational Training Training Planning and Execution
Organizational Process Definition Well defined QMS
Organizational Process Focus SEPG group in place
(c) Adaptive Processes
What is a CMMI for Services?
• Newest model from Software
Engineering Institute
• Developed for services
industry
• Very suitable for IT services
organization
• Has integrated good
practices from ITIL, CMMI for
Development, ISO 20000
66Experience World Class Processes!(c) Adaptive Processes
Benefits and Limitations of CMMI
for Services
• Benefits– Specific model developed for Software
services
– Good mix of CMMI for Dev, ISO 20000 and
ITIL
– Carries better recognition than ISO
standards
– Needed for doing business with US
defense and Govt. organizations
• Limitations– New model – not widely adopted as of now
– Higher implementation difficulty
– Implementation time frame – Approx 10 to
12 months
– Higher cost – Approx. 12K USD
– High cost of assessment – Approx. 16 to
18K USD
– Assessment only once in 3 yearsExperience World Class Processes! 68(c) Adaptive Processes
70
About PMP
Experience World Class Processes!
• Project Management Professional
• Framework developed for project
management
• Developed by Project Management
Institute (PMI), USA
• Has been hugely popular
• Very high adoption rate
Benefits of PMP Implementation
• Provides confidence to clients on
organization’s ability to provide
high quality project management
capabilities
• Provides for a market
differentiator
71Experience World Class Processes!(c) Adaptive Processes
Benefits and Limitations of PMP
• Benefits
– Extremely popular in project
management community
– Specifically developed for project
management
– Medium Implementation difficulty
– Approximately 6 to 8 months
• Limitations
– No organizational assessment
scheme available
Experience World Class Processes! 73(c) Adaptive Processes
75
About BABoK
Experience World Class Processes!
• BABoK – Business Analysis
Body of Knowledge
• Framework developed for
business analysis activity
• Developed by International
Institute of Business Analysis,
Canada
• Getting hugely popular
• Very high adoption rate
• Has 7 knowledge areas
• Extensive coverage of business
analysis tools
Benefits of BABoK
Implementation
• Provides confidence to clients on
organization’s ability to carry out
business analysis activities
• Requirements management is the
most crucial phase in a SW
project’s life-cycle
• Structured requirements
management process
• Provides for a market
differentiator
• Has certification schemes
76Experience World Class Processes!(c) Adaptive Processes
Benefits and Limitations of
BABoK
• Benefits
– Extremely popular in BA
community
– Specifically developed for
business analysis activities
– Medium Implementation difficulty
– Approximately 3 to 4 months to
implement
• Limitations
– No organizational assessment
scheme available
Experience World Class Processes! 78(c) Adaptive Processes
Experience World Class Processes! 80
Experiences with SW
development
• Nearly two-thirds of
projects significantly
overrun their cost
estimates (Lederer 1992)
• 64% of the features
included in products are
rarely or never used
(Standish 2002)
• The average project
exceeds its schedule by
100% (Standish 2001)
(c) Adaptive Processes
Experience World Class Processes! 81
• Document driven
• Hand-offs between stove-piped groups
• Manage scope creep, resist new requirements
• Late changes = high cost
• Poor predictability, especially stabilization
Current software development
practices
System Requirements
Analysis
Requirements Analysis
Preliminary Design
Detailed Design
Code and Unit Testing
Integration & Acceptance Testing
Installation and Turnover
Operation and Maintenance
The Waterfall Chart
W.W. Royce, 1970
(c) Adaptive Processes
Experience World Class Processes! 82
Basic assumptions in waterfall
model
• Business environment is fairly stable
• Low rate of technological innovation
• Customers will be in a position to elaborate all
requirements up-front
None of the above assumptions are valid any more
(c) Adaptive Processes
Experience World Class Processes! 83
• Traditional software development approaches assume that requirements are known and locked prior to design and development– Controlling change is desirable
– Defined or controlled process
• Agile has emerged in environments where this was not
possible or appropriate
– Change is encouraged
– Empirical process
Agile emerges
(c) Adaptive Processes
Experience World Class Processes! 84
An umbrella term that describes SW development methodologies that
share some/all of the following characteristics
The Agile Manifesto
(c) Adaptive Processes
Experience World Class Processes! 85
Cross-functional teams that include the customer (or their proxy), development, test, and others
Incremental delivery of production quality capabilities at regular intervals
Test-driven development that puts quality first
Automated and unattended build, test, and reporting that runs at least every night
The Agile Way!
New applications
Improved applications
Fixed applications
Retired applications
New applicationrequests
Enhancementrequests
Issues
Defects
Str
ate
gic
Ta
cti
ca
l
Plan, Do, Inspect, Adapt
(c) Adaptive Processes
Benefits and Limitations of Agile
• Benefits
– Specific model developed for
Software development
– Widely accepted
– Light-weight processes
– Implementation time-frame –
Approx 6 months
– fee – Approx. 8K USD
• Limitations
– No formal assessment scheme
available
– Scaling up is an issue
– Not designed for on-site – off-
shore development approach
Experience World Class Processes! 87(c) Adaptive Processes
CMMI Agile synergy
Experience World Class Processes! 88
Your CMM
processes are heavier
than my agile
processes
CMM is the best
model for an
organizational
process
improvement
Can’t we merge
both CMMI and Agile?
Adaptive can help you define a system which takes
benefits from both CMMI and Agile!
(c) Adaptive Processes
Experience World Class Processes! 90
Why do we need improvements?
• Because Customers want
more for less INR, $, RM,
SGD
• Because people who do the
work want more INR, $, RM,
SGD for less work
• Because our competitors
are trying to overtake us
• Because we want to
overtake our competitors
(c) Adaptive Processes
Experience World Class Processes! 91
Six Sigma -
A proven improvement methodology
Problem/
Improvement Need
(Y)
X1 X2 X3 X4 X5 X6
Basic Analytical Tools
X1 X4X6
Statistical Tools
X1 X4
Y = F (X); Focus on the Causes; Respond to the Effect
(c) Adaptive Processes
Experience World Class Processes! 92
DMAIC - Improving an existing
Process
Define
Measure
Step 1: Scoping the problem
Defining the Problem Statement
Forming the team Charter
Providing focus to the issue
Analyze
Improve
Step2: Identifying causes
Data based Analysis to identify causes
Identifying the key root cause
Developing appropriate solution
Control
Step3: Institutionalizing Solution
Setting up Process Management Plans
Developing Response Mechanisms
Rolling out the solution
(c) Adaptive Processes
Benefits and Limitations of Six
Sigma
• Benefits
– Proven technique for process
improvement
– Can be used a companion
method for CMMI
– Widely accepted
– Implementation time-frame –
Approx 6 months
– fee – Approx. 4 Lakhs
• Limitations
– No formal assessment scheme
available
Experience World Class Processes! 93(c) Adaptive Processes
Balancing Measures: The
Concept
• Introduced in 1992 by
Kaplan and Norton
• Two key components
– A balanced set of
measures
– Financial and Non-financial
– Lagging and Leading
Measures
– A set of strategically
focused business
perspectives
95Experience World Class Processes!(c) Adaptive Processes
Balancing Measures: The
Frameworks
• The Balanced Scorecard
• The “Critical Few” Set of
Measures
• Performance Dashboards
• Malcolm Baldrige National
Quality Award Criteria
96Experience World Class Processes!(c) Adaptive Processes
Benefits and Limitations of BSC
• Benefits
– Widely used goal flow down
technique
– Can be used a companion
method for ISO and CMMI
– Widely accepted
– Implementation time-frame –
Approx 6 months
– fee – Approx. 6 Lakhs
• Limitations
– No formal assessment
scheme available
Experience World Class Processes! 97(c) Adaptive Processes
About Adaptive Processes
Mission: “To improve governance, risk and
compliance management practices in cost-
effective and timely manner”
More than 100 person-years experience in
quality and information security
ISO 9001:2008 certified from DNV
GRCPerfect – Enterprise Governance, Risk and
Compliance Management system for rapid and
cost effective process implementation
Completed 10 ISO 9001, 5 ISO 27001, 10+ ISMS,
2 CMMI, ISO 20000 initiatives
Served 100+ clients so far
Endorsed education provider for IIBA, Canada
100% key client repeat rate
Experience World Class Processes! 99(c) Adaptive Processes
Adaptive solutions catalogue
Experience World Class Processes! 100
CMMI, Agile
ISO 9001, PMBoKISO 27001, ISO 20000, PCI-DSS
Enterprise Risk and Continuity Management (ISO 27001, PCI-DSS, BS25999)
Performance Enhancement (Six Sigma)
Training, Auditing, eLearning
Metrics Based Improvement Process Authoring
Program Management
Office
Process Automation and
Reengineering
Software Engineering
IT Security and
Infrastructure
Management
SQA and Audit Services
GRCPerfect10+ eLearnings
ISO 9001, 27001, Audit..
Adaptive Toolkits
QMS, ISMS, ITSM, BCMS
Supporting Infrastructure
(c) Adaptive Processes
101
GRCPerfect – Enterprise Governance,
Risk and Compliance Solution
• Project Governance - Project Planning and
Tracking including Schedule, Defect, Estimation,
Timesheet, Risk, Issue, Change Requests etc.
• Risk Management as per ISO 27001 and CMMI
• Audit and vendor management
• 40+ mandatory data management modules
required for above frameworks
• Complete process definition for above frameworks
• Data control with complete role based permissions
• Dashboards, Automated Status, Metrics and
various analysis reports generation
• Built on .Net / SQL Server
• Available in SAAS mode
• Server based licensing
• Open code option
Experience World Class Processes!
Experience World Class Processes! 102
Managed compliance services
• Complete ownership and accountability of
compliance activities for QMS, ISMS, ITSM,
BCMS
• Multi-client experience to improve
organization’s processes
• Significantly reduced over all cost– Comprehensive process and compliance
management system
– Zero recruitment or training cost
– Access to Adaptive repository, elearnings
• Current clients who have benefited significantly– Bharti-AXA
– Ness technologies India
– Inatech, a Calsoft company
– JuriMatrix Legal Services
– MACH Teledata
– Empower Research
– V2Soft(c) Adaptive Processes
Experience World Class Processes! 103
Adaptive training services• More than 200 person-days of trainings conducted
• Entire spectrum of trainings in quality and
information security management
• Extremely good feedback ratings
Introduction to ISO 9001:2008 Software Engineering Excel for Executive Managers
Introduction to ISO 27001:2005 Good Programming Practices Certified Risk Analyst
Certified ISO 27001 Internal
Auditor
Introduction to Software
Assurance
Introduction to Agile and
Introduction to COBIT Introduction to MS-Project Project Management Basics
Certified ISO 9001 Internal
Auditor
Requirements Management Configuration Management
Introduction to CMMI Introduction to ISO 14000 Certified Agile Practitioner
Certified ISO 9001 Implementer Statistics for Project Managers Certified Scrum Practitioner
Certified ISO 27001 Statistical Process Control Business Continuity Planning
Disaster Recovery
Enterprise Risk Management Software Reviews Software Metrics
Balance Score Card Software Testing Principles Certified Business Analyst
(c) Adaptive Processes
Experience World Class Processes! 104
Adaptive eLearnings
• Current eLearnings available for– CMMI
– ISO 9001
– ISO 27001
– Agile and Scrum
– QMS Internal Audit
– ISO 20000
– BS 25999
– Configuration Management
• Web-based eLearning
• Has built in quizzes to test
understanding
• Provided as complementary product
with GRCPerfect
• Customized trainings can be
provided for ISO 9001 / ISO 27001 /
CMMI / Project management, Agile
methodologies
(c) Adaptive Processes
Experience World Class
Processes!
106
Our esteemed clients….
(c) Adaptive Processes
Experience World Class Processes! 108
Adaptive advantages -
End to end process services
• Minimum 3 months of time and 50% of cost
savings over traditional methods of process
definition and implementation
• Comprehensive process definition and
implementation system (GRCPerfect)
• and training services in ISO 9001, ISO 27001,
ISO 20000, CMMI, Agile, BS 25999
• eLearning products for continuous learning
• Process sustenance and process assurance
services
• Process improvement using Six Sigma
methodology
• Matured implementation methodology
(c) Adaptive Processes
Experience World Class Processes! 109
Client testimonials• I find it very easy to do business with you. Thank you for the
contribution to our system. We have a great and open working
relationship. We really respect your contributions in helping our
organization.
– Puneet Chaddha (Head-Delivery, Ness Technologies)
• Adaptive has been prompt and fast in responding to our
requirement. I am extremely happy with their people competence,
and range of service provided. Adaptive would be my obvious
choice for any of our process needs. I would recommend this team
to my circle.
– Santosh Kumar (Head-Quality, Infinite Computer Solutions)
• I have found Adaptive to be very professional and committed.
Adaptive has a very good and sound grounding in terms of
producing good software applications for Project Management and
for QMS.
– Muktesh Murthy, Head IT Global Delivery at Sigma Aldrich
• Excellent workshop and a faculty with deep knowledge.
– Manoj Nair
• Process Manager - Ma Foi
(c) Adaptive Processes
Finally in a nutshell
Model Name Core focus Market
standing
Improveme
nt Ability
ISO 9001 Quality of delivery Medium Medium
ISO 27001 Information security Very High High
ISO 20000 IT Service delivery Very High High
CMMI – Dev Quality of software delivery Very High High
CMMI-Svc Quality of Services High High
ITIL Quality of delivery High High
Agile Quality of software delivery High High
Six Sigma Improvement of services and
processes
High High
Balanced Score
Card
Establish metrics based
improvement
High High
Finally in a nutshell
The prices mentioned above are indicative to 250 employees at a single location. Rates will be 50% higher for another location or similar increase in size.
Model Name Assessment
Scheme
Available?
Approx. Cost of
consulting
(‘000 USD)
Approx. Cost
of
Assessment
(‘000 USD)
Approx. Time
Frame
(in Months)
ISO 9001 Yes 6 4 6 to 8
ISO 27001 Yes 8 5 8 to 10
ISO 20000 Yes 10 5 6 to 8
CMMI – Dev Yes 12 16-18 10 to 12
CMMI-Svc Yes 12 16-18 10 to 12
ITIL No 15 NA 6 to 8
Agile Yes 8 NA 6 to 8
Six Sigma No 4 NA 6 to 8
Balanced Score
Card
No 6 NA 6 to 8
Thank you for providing us an opportunity to present ourselves
to you.
Hoping for a long mutually rewarding relationship.
Our contact details
Email: [email protected]
Cell: 9742319990
#51, 3rd Cross, Church Street
Koramangala 6th Block Annex, Bangalore – 560095 (India)
www.AdaptiveProcesses.com
Blog: www.AdaptiveProcesses.BlogSpot.com
LinkedIn : http://www.linkedin.com/company/adaptive-processes/