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A jornada de melhoria contínua da EDS - Processos e Métodos para suporte às práticas do CMMI 5 EDS-Electronic Data Syste

A jornada de melhoria contínua da EDS - Processos e Métodos para suporte às práticas do CMMI 5 EDS-Electronic Data Systems do Brasil Ltda. Dezembro 2005 Márcio Silveira. Objetivo .

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A jornada de melhoria contínua da EDS - Processos e Métodos para suporte às práticas do CMMI 5 EDS-Electronic Data Syste

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  1. A jornada de melhoria contínua da EDS - Processos e Métodos para suporte às práticas do CMMI 5 EDS-Electronic Data Systems do Brasil Ltda. Dezembro 2005 Márcio Silveira

  2. Objetivo A palestra tem por objetivo apresentar o framework criado pela EDS para suportar o modelo CMMI no que tange aos diversos níveis de maturidade do mesmo. Ela é baseada na experiência do apresentador como líder, e posteriormente consultor, do grupo de melhoria contínua (SEPG) do centro de desenvolvimento da EDS no Rio de Janeiro que atingiu o nível 5 do Modelo CMMI em Abril de 2005.

  3. Agenda • Quem Somos • Infraestrutura de Métodos e Processos da EDS • Resultados da Jornada de Melhoria Contínua • Perguntas

  4. Quem Somos ? 4

  5. 7-Eleven • Automotive Component Systems of Canada Inc • adidas - Salomon AG • adidas America • AEGON Direct Marketing Services • Airport Systems Group PDS • Airtel • Alberta Government Services • Alberta Learning • Alberta Transportation • Alliant Energy • Allied Domecq Spirits & Wine • Aloha Airlines • America West Airlines • American Airlines/AMR Corp • American Red Cross • AMSA - AETNA • Anheuser-Busch • Arkansas Blue Cross Blue Shield • Army & Air Force Mutual Aid Association • ASM Brescia • Aspect Communications • Assicurazioni GENERALI S.p.A. • AT&T • Auchan - Italia • Australia and New Zealand Banking Group Ltd • Austrian Social Security Assoc. • Avery Dennison Office Products WW • Avista Corp. • AVL List GmbH • AXA Belgium • Banca Mediterranea • Banca Serfin, S.A. • Bancaja • Bancomer, S.A. • Banesto • Bank of Canada • Bank of New Zealand • Bank of Overseas Chinese • Bank of Queensland • Bank One Corporation • Bankinter • Bell Canada Inc. • BellSouth • Bethlehem Steel Corporation • BP France • Brasil Telecom S/A • British Airways PLC • British Broadcasting Corporation • Browning-Ferris Industries • Bruno's Supermarkets, Inc. • Canadian Imperial Bank of Commerce • Canadian Pacific Railway (Alberta) • Capital One Services, Inc. • Carlsberg-Tetley • Carlson Wagonlit Travel • Catalog Reengineering System (CRS) • CCAD DMS Corpus Christi Army Depot • Cegelec • CGEA Onyx - Vivendi • Chantemur CVDH • CHEMCENTRAL • ChevronTexaco • CIGNA Health Care • Ciments Français • Citibank - Germany • Citibank México S.A. (Confia / Diners) • City of Los Angeles • City of Toronto • C-IV: Accenture • Clearstream • CMA-CGM • Compaq Computer Corporation • Continental Airlines • Coors Brewing Company • Credit Agricole Indosuez Luxembourg • Czech Army • D/SIDDOMS II Lot 3 • Daikin Europe NV • DaimlerChrysler Corp. • DANONE SA • Decathlon S.A. • DecisionOne • Defense Finance and Accounting Service (U.S.) • Defense Information System Agency (U.S.) DEIS II • Defense Logistics Agency (U.S.) DSCC-B • Defense Manpower Data Center • Del Monte • Delphi • Department for Work and Pensions - Jobcentre Plus • Department of Education (U.S.) • Department of Housing and Urban Development (HUD) • Department of Justice (Canada) • Department of National Defence (Canada) • Dept Environment, Transport & Regions • Deutsche Bank • Deutsche Bank Affiliates • Deutsche Telekom • Discovery Toys • Eagle Foods • Easylink Services Corp. • Eaton Automotive • Aproximadamente 35.000 Clientes, 120.000 funcionários em 60 países Global Sales & Client Solutions Service Delivery Portfolio Management Americas Americas EMEA EMEA Asia Pacific Asia Pacific LA LA US US CAN CAN UK UK Cont. Cont. North North South South Region Region Europe Europe Business IT Consulting Applications Process Infrastructure Outsourcing Business Support Units PLM Subsidiaries Subsidiaries A.T. Kearney Solutions

  6. Modelo Organizacional da EDS • Aproximadamente 33,000 Engenheiros de Software ao redor do mundo localizados em unidades chamadas Application Delivery Units (ADUs). • Todas as ADUs usam o mesmo modelo organizacional chamado Global Delivery Model (GDM) • Todas as ADUs aplicam a mesma metodologia para desenvolvimento e manutenção de aplicações. Ela se chama Global Solution Management System (GSMS) • 2 ADUs no Brasil: • Rio de Janeiro (550 empregados) • São Paulo (900 empregados)

  7. Infraestrutura de Métodos e Processos da EDS 7

  8. Jornada de Melhoria Contínua – Rio ADU ISO-9001:1994 Surveillance & ISO-9001:2000 Pre-audit Following PI Wave Planning ISO-9001:2000 Certification CMM Level 3 CBA-IPI Nov/05 ISO-9001:1994 Certification Mar-Apr/05 QMS preparation Dec/03 May-Aug/05 Jul/04 Aug/02 Aug/03 May/99 eSCM Pilot Apr/97 May/01 CMMI Level V SCAMPI Jan/98 CMM Level 4 CBA-IPI Jul/96- Mar/97 CMM Level 4 MSA CMM Level 2 CBA-IPI QMS Launch Initial Unpredictable and poorly controlled

  9. Grupo de Melhoria Contínua de Processos (PPI) ISO/GSMS Audits QA Coordination NCN/OBS tracking ISO/9001certification support GSMS/QMS Mentoring/Coaching Tailoring support PI assessments Training Coordination [Transition Team] PreSage (Profile/Projects) Estimating support Measurement plan support FP SMEs Quality Engineer (OQE) Quality Analysts (PQE)

  10. Processo Geral de Melhoria Contínua Corporate Objectives Business Drivers Technology Drivers PI Opportunities Voice of Customer Inputs/Drivers Strategies/Initiatives SWOT Analysis / GQM Measurement (Monitor & Control) Voice of Management Strategic Business Plan (SBP) Organization Improvement Strategy Governance Council (Board)

  11. Global Applications Delivery QMS (GAD-QMS) • Como conduzimos o nosso negócio • Em linha com ISO/9001:2000e SEI-CMM/CMMI nível 5 • Modelo disponível via WEB • Mecanismo de controle de mudanças • Todos os Engenheiros de Software podem acessar • Suportado por outras ferramentas tais como GSMSWorks • Integrado com o repositório de boas práticas (BPR) { Dividido em 2 áreas Processos de Negócio (QMS) Processos de Engenharia de Software (GSMS)

  12. GAD QMS

  13. GSMS - Processos de Engenharia de Software

  14. GSMS (Work-Types)

  15. GSMS (Work Management- Plan Project Work)

  16. GSMS (Work Management- Plan Project Work – Estimate Project Work – Estimate Procedure)

  17. Customizando o projeto ... Project’s Defined Process File Requirements and Approach Documentation OSSP-Org. Plans TailoringCriteria Tailoring Execution Waivers Tailoring Tool Tailoring Decisions Project’s Defined Process File (PDSP) Starting Point Schedule Amendment History

  18. Planos Organizacionais Organization Improvement Strategy Organizational Quantitative Management _Approach Organizational Training Plan Organizational Communication Plan Organizational ProjectPlan QA Function Organizational Measurement Strategy Organizational Standards & Procedures Organizational Risk Management Plan Organizational CM Plan Organizational Quality Plans Organizational Measurement Plans

  19. GSMSWorks DescriçãoAjuda os engenheiros de software a aplicar a metodologia de desenvolvimento, manutenção e gerenciamento de projetos através da manutenção do workbook do projeto. Funcionalidade • Vários projetos podem ser criados e mantidos • Roda num ambiente de LAN • Todos os templates do GSMS disponíveis • Possui uma representação gráfica do GSMS • Mantém versionamento dos documentos gerados

  20. GSMSWorks

  21. GSMSWorks

  22. GSMSWorks

  23. Processo de Métricas Organizacional/Projeto FPA & SLOC Analysis Counting & Report FPA & SLOC Counting FPA & SLOC Counting PreSage CTTS Analysis & Report RioSC Projects Local Metrics Team Metrics Start-up& Planning Planning PTR Analysis Metrics Time Execution & Tracking Tracking Report Record Metrics Analysis Metrics Close-Down & Close-down Report EDS Central Metrics Metrics Programme Group Maintenance

  24. Modelo de Estimativas Project Characteristics Staff Duration FPA or SLOC SLiM Effort Reliability e EDS & Industry

  25. Processo de Métricas Organizacional/Projeto - CTTS

  26. Processo de Métricas Organizacional/Projeto - PreSage

  27. Project Tracking Reports (PTR) - Coleta Repositório Local do Projeto para coleta e análise das métricas definidas. Possui todas as métricas, na respectiva granularidade, que precisam ser coletadas pelo projeto.

  28. Project Tracking Reports (PTR) – Análise Suportado por gráficos pré-formatados que auxiliam o processo de análise.

  29. Pre_Rel_Defects_Cum_Tables Pre_Rel_Defects_Cum_Tables Post_Rel_Defects_Cum_Tables Post_Rel_Defects_Cum_Tables Unit_Test_Tables Unit_Test_Tables Integration_Test_Tables Integration_Test_Tables Release_Tables (PS only) Release_Tables (PS only) Gen_Tables Gen_Tables Project Tracking Reports (PTR) – Consolidação Project Tracking Reports-Project 1 Project Tracking Reports–Project 2 . . . Project Tracking Reports–Project N Organizational Consolidated Tracking Reports Consolidation Process for Prod Supt work type Consolidation Process for Dev+ work type

  30. Consolidation Process for Appl CR Tracking (PS only) Consolidation Process for Corrective Actions Consolidation Process for Lessons Learned Project Tracking Reports (PTR) – Consolidação (cont.) Corrective Actions Lessons Learned Appl CR Tracking Project Tracking Reports - Project 1 Project Tracking Reports – Project 2 . . . Project Tracking Reports – Project N MS-Access Tables Appl CR Tracking Table Corrective Actions Table Lessons Learned Table

  31. Métricas usadas como um meio de prevenção e ações proativas

  32. Processo de Métricas Organizacional/Projeto – Gerenciamento Quantitativo

  33. Gerenciamento Quantitativo – QI Macro

  34. Alguns resultados do controle estatístico • Melhoria da qualidade dos produtos (redução de defeitos) • Aumento de produtividade; • Redução de variabilidade; • Melhorar eficiência de auditorias

  35. Manufatura – Redução de Defeitos Project Quality Objective: Maintain the Design Review Defect Detection Rate in greater or equal than 9.68 defects per 100 pages of Design documentation until December 2005. How: ensure correct review expertise assigned to the reviews in the different functionalities.

  36. Manufatura – Redução de Defeitos Result: post-release defect reduction (and other additional benefits)

  37. Manufatura – Aumento de Produtividade Project Process Performance Objective: Reduce the time spent in the solution of the ticket by 40% on April, 2005 How: Ticket resolution procedures changes. Additionally the project was able to improve response-time

  38. Telecom - Redução de Defeitos Project Quality Objective: Increase Produce Internal Review Defect Detection Rate by 57% by June 2005 How: creating review checklists

  39. Telecom - Redução de Defeitos Result: external defects reduction (and additional benefits)

  40. Transportes – Redução de Defeitos Project Quality Objective: Increase the average of defect found in internal reviews to 1.2 defects by task; Increase the “internal/total” rate of defects found to 71% until March 2005 How: creating test scripts (along with reuse procedure)

  41. Transportes – Redução de Defeitos Result: not yet able to obtain proof that results have reduced defects found externally however projects is still performing investigation.

  42. Auditorias – Aumentar Eficiência How: by implementing Virtual PC where customers require us to be directly connected to their network.

  43. Entendendo a capacidade destes processos podemos prever performance How: by implementing Virtual PC where customers require us to be directly connected to their network. • Prevendo performance de revisões • Prevendo variação de estimativas

  44. Service Excellence Dashboard PreSage Voice of the Client Client Executive (CE) Feedback Service Performance Indicators (Delivery) “Ninguém na indústria de TI tem algo similar ao Service Excellence Dashboard ... Ele posiciona a EDS significativamente adiante dos principais competidores” Dean Davison, Meta Group

  45. Gerência de Configuração de Software Change Control Board Configuration Controller Check Out Work Area GSMSWorks Controlled Environment Endevor SourceSafe StarTeam Check In

  46. Controle de Mudanças Project Scope Would you please…. Mr. New Requirements Change Control Software Configuration Management COMPLAINTS Mr. Defect

  47. Revisões de Conformidade (Produto) Draft 1.0A WP Review Report Make Corrections and Follow-Up Additional Review ? NO YES WP Criteria Work Prod. Sign-off Draft Work Product 1.0B SCM Tool

  48. Garantia da Qualidade (Processo) Project Workbook Processes NCN/OBS Tracking SQA SQA Report QA Criteria

  49. Implementando Melhorias e Inovações Diagnostic Reports (PTRs, CAR LOG, Metrics Reports; StoryBoards etc) Detailed Improvement Proposal CCB Meetings (GB; Innovation) CCB Meetings (GB; Innovation) Additional Pilot Documentation Improvement Prop. Go/No Go Organizational Repository Any Level Organizational Level Project Level

  50. Eliminando Causas de Defeitos Organizational Level Project Level Analisando as causas Selecionando … Org. Quality Plans Organizational Measurement Plan Components Organizational Repository Causal Analysis Report Project Measurement Plan Components Project Quality Plans PTR (Corrective Actions) Implementando as ações Avaliando a efetividade Registrando os resultados Metrics Analysis Meeting Causal Analysis Report PTR (*) (Corrective Actions) Metrics Analysis Meeting - QM PTR (*) (Corrective Actions) Analisando as causas Organizational Repository Process / Technology changes; Meetings; Training etc

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