Business Excellence & Agility

Pillars of Success
My Profile
Name: Dr. Shailja Grover (Hon.)
Education: PG(Maths), PGD (Applied Stats), MBA (HR & Finance) LSSMBB, APDS-IIMC, ASM, CSM, PhD. h.c.
Experience: 25 years plus
Skills: Data Science, Lean, Six Sigma, Analytics, Project & Program Management, ISO, CMMi, SPC 5.1
Strengths: Responsibility, Analytical, Communicator, Focus & Maximiser
Research Area: Business Excellence & Business Agility

Experience
• Lead 100+ IT and Quality (6σ) projects & Trained ~8000 students; ~500 trainers & managers in various subjects like Statistics, Six Sigma, Business Analytics
and Data Science etc.
• Mentored more than 80 Lean Six Sigma projects with more than 25 million USD saves in different domains like Telecom, F&A, BFSI, HRM, Project
Management & other SSCs like Data centres, IT helpdesk, HR Helpdesk, IMS
• Transitioned ~75 queues across ~25 Telecom Campaigns/Processes for UK client catering to small, medium, and large Customers
• Transformed end-to-end Telecom Campaigns for India Partner for UK client under Equivalence of Input (EoI) Telecom Project

Certification Major Achievements

• Advance Program in Data Sciences – IIMC, Kolkata • Award of Excellence - NIIT Ltd
• Six Sigma Master Black Belt - Indian Statistical Institute • Best Trainer & Extra Miler Awards - HCL
• DYV-IIMB, Sponsored by NCW • Cash Awards–cost saving in training, Back end processes - BT, UK
• Agile Scrum Master - Simplilearn • Founder-Vivitsa BizEx, Transform for Excellence
• Certified Scrum Master - EXIN • Marquee Clients-CBSL (former TBSS), 3i-Infotech, Diageo,
• ZED Master Trainer - QCI • Projects worked-FAI, Tata Sky, RBL, HDFC, ICICI Pru, Kotak, Flipkart,
• ZED Consultant – QCI Swiggy, Naaptol, Voltas, Quess
 ion
RUPT
Dis
RUPT
An Acronym

Changes coming Emergence of Complex Anything

fast & quickly unexpected challenges look connected to
like short term everything
problems

Rapid Unpredictable Paradoxical Tangled

Disruption Fumbleness
2 Pillars of Success

Business Business
Agility Excellence
Business Agility
What is Business Agility?

• Ability to compete
• And thrive in the digital age
• By quickly responding to market changes
• And emerging opportunities
• With innovative, digitally-enabled business solutions

The organizations we created in the 20th century were designed much more for reliability and
efficiency than for agility and speed.
Agile – Background

Agile is a mindset with set of values & principles that help create great products. It is flexible and
doesn’t make decisions for you but gives foundations to make one.

As per the Agile Manifesto, there is No:

– Methodology
– Specific way of delivering software
– Framework or process

In the 90’s, Waterfall Model was followed. Though it was structured and organized, the customer were
not happy.

They were unsatisfied because ‘what they asked for was not necessarily what they needed’.

So some software developers gathered and created an alternative approach.

 Agile Manifesto: 4 Key Agile Values
Over Processes & Tools
The team you work with and the way
you work, together that determines
success.

Over comprehensive documentation

Under the agile philosophy, getting
Over following plan software in the hands of customers is the
Encourages frequent reviewing and highest priority.
retooling of current plans basis new
information that team is continually
gathering and analyzing.

Over contract negotiation

The agile philosophy highlights the importance of
customer-centric product development practices over
product-centric approaches.
Agile Manifesto: 12 Principles
What is Agile exactly?
Business Agility
Core Competencies
Business Excellence
What is Business Excellence?

1. Business Excellence is about developing and strengthening

– management systems
– processes of an organization

to improve performance and create value for stakeholders

2. Business Excellence is about achieving excellence in everything that an organization does including
– People
– Processes
– Technology

to achieve superior business results

Business Excellence : First Step
Achieve Quality Display
Memory

Operating
Battery System

Processor
Camera

Voice
Voice
clarity
clarity
Critical to Quality
Voice of
Customer
Drivers Requirements

Memory 12 GB RAM & 256 GB ROM

Display LCD, Touch Screen

Battery 1,810mAh

Rear Flash-Dual LED

Camera
Good Phone Front camera-1.2-megapixel (f/2.2)

OS Android

Processor Dimensity 9000 Plus

How to measure Quality?

• Quality is specification driven

– Does it meet the set performance requirements?
– Does it have all as per design specifications?

• Quality is measured at start of product life

– What percent is passing specification acceptance from the lot?
– How many passed Quality checks per 100 pieces?

• Quality effectiveness (Voice of Customer)

– How many products got rejected from customers?
– How many complaints from the customers?
Standardized Quality Parameter

Objectives:
1. To accurately meet
customer needs
2. To reduce variation in
process

Six Sigma
Business Excellence : Step Two
Go Lean – Eliminate DOWNTIME

Objectives:
1. Identify and reduce 8
types of wastes
2. Reduce Cycle time or
increase speed
Lean Six Sigma

Six Sigma
Lean

Meet Customer Needs with

Eliminate Waste minimal errors

Increase Speed Reduce Variation

Lean Six Sigma

Six Sigma Structure
Dr. Shailja Grover
Data Scientist | 6σ Master Black Belt | Agile Scrum Master |
ZED Master Trainer & Consultant, Ministry of MSME, Govt. of India