Transforming ICT Service Delivery through Lean

The success of any ICT Service Delivery project hinges on how fast we can identify the problems, drill down to the root causes and continuously work towards improving upon them. The transformation story of a large ICT project at Ericsson is a classic example of one such successful engagement. It is a case study on how Lean Thinking can trigger a completely different mindset thereby bringing in a change in attitude and culture. This Application Development & Maintenance project was technically challenging and required 32 different skills across 9 functional areas from Enterprise Systems to Telecom Products. Even more challenging was to manage highly dynamic customer requirements which created initial expectation mismatch. The leadership team took a strategic decision to adopt the Lean methodology. Through continuous focus, more customer involvements and “fast and flawless” delivery Ericsson staged a complete turnaround of the project in less than 6 months. The productivity improved by 45% and defects reduced by 60%. Achieving Customer Satisfaction of 92% was testimony of this amazing improvement. Here is an opportunity to learn more about this wonderful story from two Lean Thinkers who were at the helm of the change. The change that was initiated by the leaders but taken forward by the team - a cultural transformation in true sense.