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Agenda - Why Process Improvement - Introduction to Process Health Framework - Process improvement based on Process Health Framework - Lessons learned - Next Step 

Why Process Improvement 

Meaning of ‘Process’ in this session + Working style Work procedure + Work environment Process 

Major topic of all engineering organizations !(#$%&'('), #$%+(')) -./' Quality Productivity Defects, Performance 

Why Process Improvement is necessary General approach § Increase Quality and Productivity Quality Productivity Measure Quality, Productivity Solve root cause problem Process Improvement Process 

Difficulties in Process Improvement Motivation Continuity What to improve 

Need to change approach Change perspective! § Increase Quality and Productivity Quality Productivity Measure Quality, Productivity Solve root cause problem Process Improvement Process § Increase Process Quality and Satisfaction Measure process Improve process Positive impact on Quality and Productivity Quality Productivity Process 

Introduction to Process Health Framework 

What is Process Health Framework Quantitative process diagnosis Guide for process improvement 

Process Health Framework Design Concept § Input Quality § Output Quality § Human error § Inefficiency/Waste/Delay § Repeatable 16 Factors that affect quality and productivity 3 Process Indicators Survey Questions for quantitative diagnosis Process 

§ Production process is healthy? Process Indicator & Factor Requirement Analysis Engineering Quality Design Development Validation Deployment Operation 

§ Is there a Management system for the entire production process that allows people to focus on work? Process Indicator & Factor Scope Management Management Visibility Resource Management Communication /Collaboration Schedule/Progress Management Risk/Issue management 

§ Engineering Quality, Management Visibility are sustainable? Process Indicator & Factor Organizational Capability Knowledge Management New Member Soft-Landing Process Performance Tool Management Improvement 

Process Indicator & Factor Dev, QA, SRE… Common Engineering Quality Management Visibility Organizational Capability 

Survey Questions Factor Expectations Comprehensive Questions Knowledge Management § Systematic WIKI document management § Easy to search for necessary information & documents § Easy to understand previous history § It is easy for our team to find and use the information needed to perform the tasks in charge. § Our team is conducting change management of information necessary for performing tasks. EXAMPLE 

Process Health Dashboard Indicator Status Indicator § Baseline § Trend 

Process Health Dashboard Details by factor Factor § Decreased § Increased § Consistently high 

Process Health Dashboard Focusing area Survey Question § Reduced/ Increased satisfaction § High percentage of negative response rate 

Process Improvement based on Process Health Framework 

Process Health Overall Status Indicator Average: 3.85 → 4.35 

How to use - Our approach Process Health Survey Check focusing area Set up improvement goals Execute improvement tasks ‘Quarterly’ Improvement Cycle 

Improve our approach Who Approach Finding § PI (Process Innovator)-led § Targeting focusing area § Learn improvement needs - Interview Members § Proposal for improvement § Effective with common needs § Limited - Improvement experience ↓ Mid phase ~ (2022. 2Q ~ Now) Initial phase (2021. 2Q ~ 2022. 1Q) § Organization-led § Refer to survey result § Identify & prioritize improvement needs § Set-up OKR-based goals § Execute improvement tasks § Effective with organizational specific needs § Parallel - Improvement experience ↑ * OKRs stand for objectives and key results, a goal-setting methodology that can help your team set and track measurable goals. 

Major Focusing Area * Process Health Check Cumulative results (1st~6th) Improvement needs Improvement experienced 

Various Improvement Cases Dev QA Plan Result Improvement Needs Satisfied Insufficient documentation Requirements Document Template Impact on existing specifications Planning Checklist Engineering Quality > Requirement Analysis (1/3) 

Various Improvement Cases Dev QA Plan Result Improvement Needs Satisfied Insufficient update Requirement Review Procedure Document update after Q&A Engineering Quality > Requirement Analysis (2/3) 

Various Improvement Cases Dev QA Plan Result Improvement Needs Satisfied Insufficient change management Change Request Procedure Requirements Reception Channel Official request for impact analysis Engineering Quality > Requirement Analysis (3/3) 

Various Improvement Cases Result Improvement Needs Satisfied Not reviewed or not merged PR Git Reminder Bot Remind timing of PR review and merge Dev QA Organizational Capability > Tool Management (1/2) PR: Pull Request 

Various Improvement Cases SRE: Site Reliability Engineer Result Improvement Needs Satisfied Difficulty checking ACL rules SRE / DevOps ACL Check Method ACL Check Script Rule Search Web-based Tool Dev Organizational Capability > Tool Management (2/2) 

Various Improvement Cases App Dev QA Server Dev Result Improvement Needs Satisfied Fragmentation of information (iOS/Android) Development Document Maintenance Native Screen Naming Uniform Screen ID Debug Options Organizational Capability > Knowledge Management (1/2) 

Various Improvement Cases App Dev QA Server Dev Undefined or fragmented specs Result Improvement Needs Satisfied Core Function Structure/ Specification Refactoring Development Document Maintenance Organizational Capability > Knowledge Management (2/2) 

Various Improvement Cases Lack of Guide and Training Result Improvement Needs Satisfied On-boarding Guide Guide Items Standardization Guide Structure Deduplication Organizational Capability > New member soft-landing (1/3) 

Various Improvement Cases Lack of Guide and Training Result Improvement Needs Satisfied Organizational Capability > New member soft-landing (2/3) On-boarding Curriculum On-boarding Goal by Phase 

Various Improvement Cases Lack of Guide and Training Result Improvement Needs Satisfied Organizational Capability > New member soft-landing (3/3) Continuous Feedback every 1, 3, 6 months 

Various Improvement Cases New member Existing member Leader Result Improvement Needs Satisfied Lack of Guide and Training On-boarding Guide Guide Items Standardization Guide Structure Deduplication On-boarding Curriculum On-boarding Goal by Phase Continuous Feedback every 1, 3, 6 months Organizational Capability > New member soft-landing 

VOC It is used to see the health of the team It helps us see if our team is on the right path Meaningful items that the engineering org. should pay attention to Finding and improving unclear processes has become a constant task Continuous improvement activities, continuing to check process-related problems in weekly Meaningful improvement as the members implemented the improvements they wanted Benefits 

VOC If the survey scores are low, I feel like we’re doing something wrong When I talk to my team about the focusing area, there are cases where there is no need for improvement, or it cannot be improved There is a burden to do additional work when the survey results are released Sometimes, It is Difficult to find areas to improve based on the survey results Difficulties 

Effort to overcome difficulties Consensus Continuous Communication Additional Work / Survey fatigue Identifying member needs Difficulty in specifying improvement tasks 1on1, Retrospective, Task Force 

Lessons Learned 

Lessons Learned Continuous approach Leader’s role Member participation § Repeat Improvement cycle § Accomplishment § Consensus § Positive Improvement cycle § Solve improvement needs § Motivation 

Next Step 

Next Step Member-led improvement culture Expand application target Advanced Process Health Framework 

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Thank you 

Appendix 

Factor Survey Questions Requirement Analysis § I am provided with enough information for requirements/specification analysis. § Our team responds appropriately to requirements and changes in requirements. § I am aware of specifications that are added/changed during development or QA. Design § Our team creates and manages design documents to understand the structure and implementation of the product. § Our team's design reviews help to improve design quality. Development § I am satisfied with the process and results of the code review. § Our team creates readable code. § Our team conducts necessary tests during development to ensure that the changes are valid and there is no impact from the changes. Validation § Our team releases verified branches into the service environment. § The output of our team satisfies our planning intentions. § I am aware of our organization's quality standards. Deployment § Our team undergoes check on release preparations before deployment. § I understand and comply with the development/deployment process. Operation § Our team is satisfied with the response system in consideration of the urgency when a problem occurs with the service being operated. § Our team is active in analyzing the root cause of outage and responding to measures to prevent recurrence. [Appendix] Survey Questions (1/3) Engineering Quality 

Factor Survey Questions Scope Management § In our team, task priorities are managed. § In our team, background information is given and priorities are adjusted when the scope of task changes. § In our team, it is easy to understand the impact of the change in the scope of the task and to negotiate the schedule. Resource Management § Our team estimates man-hours when performing tasks and updates the estimate according to reality. § Our team allocates workloads in consideration of exceptional circumstances that may arise from experience when performing tasks. Schedule/Progress Management § Our team manages the task schedule plan and progress easily. Risk/Issue management § In our team, Risks/Issues are identified at the appropriate time and the responsible department (person in charge) is assigned. § Our team is doing well with risk/issue tracking. § Our team is resolved without risk being issued. Communication/ Collaboration § I have a good understanding of the task goals and the R&R of the members who will collaborate with me. § Our team works smoothly with related departments and task progressing members. § I understand the purpose of most of the meetings I attend, and things are going well for that purpose. [Appendix] Survey Questions (2/3) Management visibility 

Factor Survey Questions Knowledge Management § It is easy for our team to find and use the information needed to perform the tasks in charge. § Our team is conducting change management of information necessary for performing tasks. New Member Soft-landing § Our team provides the training needed for new members to understand the service and adapt to their work. § Our team provides new members with information necessary to understand and perform their work methods, such as Fintech's own systems, terms, and work standards. Tool Management § I have no difficulty in utilizing the tools and systems that my team uses to perform work. Process Performance § Our service has defined an appropriate work process that is the standard for performing work. § Our team's business processes are helpful. § Our team complies with work standards/processes. Improvement § Our team is active in improving the way we perform our work. § I feel that the way our team performs its work is improving. [Appendix] Survey Questions (3/3) Organizational capability