Intuit's Annette Beatty talks about transforming organizations from an engineering mindset at the 2015 Grace Hopper Celebration of Women in Computing Conference.

1. 2015
Transforming Organizations –
from the Perspective of a
Technical Mind
Annette Beatty
October 15, 2015
#GHC15
2015

2. 2015
Agenda
 Engineering Mindset
 Transformation Examples (ok – Case Studies)
 Tools

3. 2015
Engineering Mindset
3

4. 2015
Problem Solving as an Engineer
 Understand the environment
 Analyze the issue
 Narrow down the problem area
 Experimentation iteration
− Troubleshoot the issue
Resolution!!

5. 2015
Serving a Web Page
Content
Application
Operating System
(Linux/Windows)
Hardware
(IBM/HP/SUN)

6. 2015
Career Journey
S/WEng
S/WDevelopment
Manager
StaffS/WEng
SrS/WEng

7. 2015
Annette’s Journey Line
Career/Job Timeline
+EmotionalEnergy/-
MotivationalState
Programmer
1st real job
Got a shot at doing
Software engineering
Company direction
poor– survived
2 layoffs,
then left
Another
small
company, 1st
s/w engineer
Moved to Sun
combining technical
& social skills
Oppty to
do formal
mgmt work
Job scope
increases –
3rd line mgmt
Global mgmt
oppty in different
org
Re-org merge
into another
group
Career
growth
stopped
Engagement
Mgr
Tech geek years Lobotomy years

8. 2015
Team isn’t performing well
PROBLEM

9. 2015
Technical Problem Solving Algorithm…

10. 2015
Tools

11. 2015
Examples
11

12. 2015
 First line management UNIX team
− 8 systems administrators
 Team dominated by senior staff
− No collaboration
− Limited innovation
• It’s always been done this way

13. 2015
Development OperationsArchitecture

14. 2015
Employee Satisfaction
4.35
4.09
4.02
4.19
3.45
4.20
4.04
3.90
4.26
4.33
3.46
4.06
4.13
0.00 1.00 2.00 3.00 4.00 5.00
(2.1) Do I know what is expected of me at work?
(2.2) Do I have the materials and equipment I need to do my work right?
(2.3) At work, do I have the opportunity to do what I do best everyday?
(2.4) Do I have the materials and equipment I need to do my work right?
(2.5) In the last seven days, have I received recognition or praise for doing good work?
(2.6) Does my supervisor or someone at work seem to care about me as a person?
(2.7) Is there someone at work who encouragesmy development?
(2.8) At work, do my opinions seem to count?
(2.9) Do you know how your work impacts the company?
(2.10) Are my co-workers committed to doing quality work?
(2.11) Do I have a best friend at work?
(2.12) In the last six months, has someone at work talked to me about my progress?
(2.13) This last year, have I had the opportunity at work to learn and grow?
SMG Climate Survey Organization Overall Avg
In the last 7 days, have I received recognition or praise for doing good work? 3.45
At work, do my opinions count?
Do I have a best friend at work?
3.90
3.46
Overall Average – 4.04

15. 2015
Show Me the Money!!
 $25M in licensing cost savings
 23 to 9 days average for open tickets

16. 2015
 Service Delivery Group
 IT infrastructure delivery mechanism
− Between business units and IT entities

17. 2015

18. 2015

19. 2015
 Table stakes
− Regular 1-on-1’s
− Staff meetings
 Reorganization

20. 2015
Business
Integration
Architecture Project
Run the
Business
Service Delivery Project Life Cycle
20
Priority
High level scope
Project definition
Infrastructure
architecture
Sustainable
infrastructure
Design Implementation MaintenanceCoordination
“Always on”

21. 2015
A New Way of Doing Business
21

22. 2015
Employee Survey Results
Manager
Leadership
FY11 FY12 FY13 FY14
Overall
Increase
Participation 86 93 100 +14
Employee Engagement 74 77 83 86 +12
Decision Making 59 74 66 82 +23
Innovation Practices 63 63 81 87 +24
Job satisfaction 76 79 89 90 +14
Personal Growth & Development 59 73 76 90 +31
Resources & Work Processes 67 71 64 73 +6
Teamwork & Community 67 78 95 96 +29
Manager Support 79 95 +16
Performance Management 77 77 77 87 +10
Average 67.8 75.3 80.3 88.6 +18

23. 2015
What I’ve Learned
23

24. 2015
Patterns
 Feelings of under-appreciation
 Team not connected
 No “higher purpose”

25. 2015
Low Hanging Fruit
 Organizational “table stakes” being
met?
− Regular staff meetings, 1-on-1’s
− Regular staff appreciation
 Key staff members alignment?
 Structure/logic of organization make
sense?

26. 2015
Successful Things I’ve Tried
 Prioritize
− Regular staff meetings, 1-on-1’s
− Donuts!
 Different “programs”
− Move people around
− Small, consistent staff appreciation events
− Ticket Tues/Communication Thursday
− 100,000 Grand Game
− Coffee Monday/Beer Friday stand up
− Kanban boards

27. 2015
Committed
Proactive
• Process-centric
• HR-aligned
processes
• Competency
centers
• Fire prevention
focus
• Trending metrics
•Tiered support
•Process roles
•Formal staff
development
•Training pgms.
•Staff utilization
metrics
• Service-centric.
• New roles
• "Trusted service
provider"
• Skills mgmt.
• Service quality
goals
• Utilizes industry
best practices
Service-Aligned
Business Partner
•Informal org.
•Virtual teaming
•Relationship mgrs.
focus on business
•Very effective
sourcing skills
•Business-IT staff
rotation
•CREATES industry
best practices
Awareness
• Staff by
technology
• Decentralized
• Hero-oriented
culture
• Low customer
confidence
• Informal
reviews
Informal Individual Staff Leverage
Business Focus
Formal Team Staff Leverage
Service Focus
Process Focus
Level 2
Level 3
Level 1
Level 4
Level 5
Invest in People Management Maturity

28. 2015
Parting gifts…
(How I’ve done org transformation)
 Studied organization books
 Analyzed how best to use those tools
 Applied logic to organizational structure

29. 2015
WIIFM
29

30. 2015
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31. 2015
Questions?
31
annette_beatty@intuit.com