In: Operations Management
a. Give an example from your professional experience where you have identified and implemented an improvement in the work processes/activities. b. Explain how you would communicate the savings and productivity/service improvements achievements to the relevant personnel within or outside the organisation
This is a real time experience example. There was a issues related to the productivity of the system architects and as a group of architects, how to measure the same and which are the key metrics which can showcased to top management about this business group. So, a focus group (combination of the Quality Assurance manager and senior system architects from different domains) is formulated to understand the issues, research the related problems with the other organizations (to benchmark the same), refer to the Garter reports, perform the surveys (as needed) and finally come back with the recommendations. The work was completed, and the key metrics were finalized by following the structured approach. A data collection document was created, and the pilot project was run for six months, to check on the good and bad about the metrics. After the six months completion of the pilot, reflection was done in a steering committee along with the key members for the decision making (to standardize the findings as policies and for the further usage). Once all the key outcomes were discussed along with the limitations, top management agreed and gave ‘go-ahead’ for the usage of key metrics to measure the productivity of the system architects group, with the necessary word of caution.