This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here: http://flevy.com/browse/business-document/it-management-models-224 This presentation is a collection of PowerPoint diagrams and templates used to convey 26 different IT governance, management and delivery excellence models. Models/frameworks include the following: 1. IT Infrastructure Library (ITIL) Model 2. ISO/IEC 20000 IT Service Management Model 3. ISO/IEC 27000 Information Security Management Systems Model 4. COBIT 5 Model 5. Capability Maturity Model Integration (CMMI) 6. People Capability Maturity Model (PCMM) 7. ISO/IEC 15504 (SPICE) 8. Organizational Project Management Maturity Model (OPM3) 9. Portfolio, Programme, Project Management Maturity Model (P3M3) 10. Portfolio, Programme, Project Office Model (P3O) 11. PRINCE2 Project Management Model 12. IDEAL Model 13. Waterfall Model 14. Agile Model 15. Scrum Model 16. COPC-2000 Model 17. Lean Levers for IT Outsourcing 18. Cause & Effect Diagram 19. DMAIC Process Improvement Model (Six Sigma) 20. ISO 9001 Quality Management Model 21. Baldrige Performance Excellence Model 22. EFQM Business Excellence Model 23. Balanced Scorecard 24. Benchmarking Model 25. SERVQUAL Model 26. Change Management Model

1. © Operational Excellence Consulting. All rights reserved.
This presentation is a collection of PowerPoint diagrams and
templates used to convey 26 different IT management models.
IT Management Models
Diagrams and Templates of IT Governance,
Management & Delivery Excellence Models

2. © Operational Excellence Consulting. All rights reserved. 3
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

3. © Operational Excellence Consulting. All rights reserved. 5
IT Infrastructure Library (ITIL) provides a practical framework
for identifying, planning, delivering and supporting IT
services to the business
The Business
Perspective
ICT
Infrastructure
management
Security
Management
Planning to Implement Service Management
Applications Management
Service Support
Service Delivery
TheBusiness
TheTechnology
Source: Office of Government Commerce (OGC)

4. © Operational Excellence Consulting. All rights reserved. 7
ITIL a framework that describes Best Practice in IT Service
Management
Financial
Management
For
IT Services
Availability
Management
Capacity
Management
Service
Level
Management
IT Service
Continuity
Management
Release
Management
Problem
Management
Change
Management
Incident
Management
Configuration
Management
Security
Management
Service
Delivery
Service
Support
Service
Desk

5. © Operational Excellence Consulting. All rights reserved. 9
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

6. © Operational Excellence Consulting. All rights reserved. 11
Insert Header
Incident Management
Problem Management
Resolution Processes
Supplier Management
Business Relationship
Management
Release Processes
Release Management
Service Level Management
Service Reporting
Information Security
Management
Service Delivery Processes
Service Continuity &
Availability Management
Capacity Management
Control Processes
Configuration Management
Change Management
Relationship Processes
Budgeting & Accounting
For IT Services
Overall Management System
Planning & Implementing Service management
Planning & Implementing New/Changed Service
ISO/IEC 20000
Source: ISO/IEC
Insert bumper – takeaway statement
ISO/IEC 20000 Model (TEMPLATE)

7. © Operational Excellence Consulting. All rights reserved. 13
ISO/IEC 27000 is a global standard on Information Security
Management Systems (ISMS)
Security
Policy
Communications
& Operation
Management
Information
Security

8. © Operational Excellence Consulting. All rights reserved. 15
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

9. © Operational Excellence Consulting. All rights reserved. 17
Insert Header
Source: ISACA
INFORMATION
MONITOR &
EVALUATE
PLAN &
ORGANIZE
DELIVER &
SUPPORT
ACQUIRE &
IMPLEMENT
IT RESOURCES
BUSINESS OBJECTIVES
GOVERNANCE OBJECTIVES
COBIT
Insert bumper – takeaway statement
COBIT 5 Model (TEMPLATE)

10. © Operational Excellence Consulting. All rights reserved. 19
Insert Header
Source: ISACA
5. Separating
Governance
From
Management
4. Enabling a
Holistic
Approach
3. Applying a
Single
Integrated
Framework
2. Covering the
Enterprise
End-to-end
1. Meeting
Stakeholder
Needs
COBIT 5
Principles
Insert bumper – takeaway statement
COBIT 5 Principles (TEMPLATE)

11. © Operational Excellence Consulting. All rights reserved. 21
COBIT 5 Framework describes 7 categories of enablers that
help foster the achievement of the enterprise’s objectives
and deliver value
Source: ISACA
2. Processes
7. People, Skills &
Competencies
6. Services,
Infrastructure &
Applications
5. Information
1. Principles, Policies & Frameworks
4. Culture Ethics &
Behavior
3. Organizational
Structure
Resources

12. © Operational Excellence Consulting. All rights reserved. 23
COBIT 5 - Domain and Process Structure
Processes
Control Objectives
Control Practices
Domain

13. © Operational Excellence Consulting. All rights reserved. 25
Capability Maturity Model Integration (CMMI) Constellations
CMMI-DEV
Provides guidance
for managing,
measuring, and
monitoring
development process
CMMI-SVC
Provides guidance
for delivering
services within
organizations and to
external customers
CMMI-ACQ
Provides guidance
to enable informed
and decisive
acquisition
leadership

14. © Operational Excellence Consulting. All rights reserved. 27
Insert Header
Source: Software Engineering Institute
Insert bumper – takeaway statement
CMMI Model (TEMPLATE)
Optimizing
Quantitatively
Managed
Defined
Initial
Managed
Process unpredictable,
poorly controlled and
reactive
Process characterized for
projects and is often
reactive
Process characterized
for the organization
and is proactive
Process measured
and controlled
Focus on process
improvement
1
2
3
4
5

15. © Operational Excellence Consulting. All rights reserved. 29
People Capability Maturity Model (PCMM) is a roadmap for
implementing workforce practices that continuously
improve the capability of an organization’s workforce
Level 5
Optimizing
Level 1
Initial
Level 2
Managed
Level 3
Defined
Level 4
Predictable
Change
Management
Inconsistent
Management
People
Management
Competency
Management
Capability
Management
Continuously
Improving
Practices
Measured &
Empowered
Practices
Competency-
Based Practices
Repeatable
Practices
Source: Software Engineering Institute

16. © Operational Excellence Consulting. All rights reserved. 31
PCMM Process Areas define the Best Practices for
enhancing workforce capability
Maturity
Levels
Process Areas Threads
Developing
individual
capability
Building
workgroups &
culture
Motivating &
managing
performance
Shaping the
workforce
5
Optimizing
Continuous
Capability Improvement
Organizational
Performance
Alignment
Continuous
Workforce
Innovation
4
Predictable
Competency Based
Assets
Mentoring
Competency
Integration
Empowered
Workgroups
Quantitative
Performance
Management
Organizational
Capability
Management
3
Defined
Competency
Development
Competency
Analysis
Participatory Culture Career Development Workforce Planning
2
Managed
Training &
Development
Communication &
Coordination
Compensation
Performance
Management
Work Environment
Staffing
Source: Software Engineering Institute

17. © Operational Excellence Consulting. All rights reserved. 33
ISO/IEC 15504 (SPICE) is an international standard for the
assessment of (software) processes
Level 5 – Optimizing
• Process Innovation
• Process Optimization
Level 4 – Predictable
• Measurement
• Process Control
Level 3 – Established
• Process Definition
• Process Deployment
Level 2 – Managed
• Performance Management
• Work Product
Management
Level 1 – Performed
• Process Performance
Level 0 – Incomplete
Source: ISO/IEC
SPICE = Software Process Improvement
and Capability Determination

18. © Operational Excellence Consulting. All rights reserved. 35
The purpose of ISO/IEC 15504 is capability determination in
the context of customers and suppliers, and a continuous
process improvement
Level 5 – Optimizing
• Process Innovation
• Process Optimization
Level 4 – Predictable
• Measurement
• Process Control
Level 3 – Established
• Process Definition
• Process Deployment
Level 2 – Managed
• Performance Management
• Work Product Management
Level 1 – Performed
• Process Performance
Level 0 – Incomplete
Optimizing
The process is continuously
improved to meet current and
projected business goals.
Incomplete
The process is not
implemented or fails to achieve
its purposes.
Performed
The process is performed and
achieves its purpose.
Managed
The process is managed and
results are specified, controlled
and maintained.
Established
A standard process is defined
and used throughout the
organization.
Predictable
The process is executed
consistently within defined
limits.
Source: ISO/IEC

19. © Operational Excellence Consulting. All rights reserved. 37
Organizational Project Management Maturity Continuum
Standardize
Portfolio
Program
Project
Measure Control Continuously
Improve

20. © Operational Excellence Consulting. All rights reserved. 39
OPM3 helps organizations utilize project management to
accomplish their goals on time, within budget, and improve
their overall effectiveness
Source: Project Management Institute, Inc.
Prepare
For
Assessment
Satisfied
with
Results
Perform
Assessment
Repeat
the
Process
Implement
Improvements
Plan
for
Improvements
S
L
OPM3

21. © Operational Excellence Consulting. All rights reserved. 41
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

22. © Operational Excellence Consulting. All rights reserved. 43
Insert Header
P3M3
Programme
Management
Portfolio
Management
Project
Management
Management
Control
Resource
Management
Organizational
Governance
Risk
Management
Stakeholder
Engagement
Financial
Management
Benefits
Management
Source: Office of Government Commerce (OGC)
Insert bumper – takeaway statement
P3M3 Model (TEMPLATE)

23. © Operational Excellence Consulting. All rights reserved. 45
Insert Header
Source: Office of Government Commerce (OGC)
Insert bumper – takeaway statement
P3M3 Components & Maturity Levels (TEMPLATE)
ManagementControl
ManagementControl
ManagementControl
Management Control
Benefits Management
Financial Management
Stakeholder Management
Risk Management
Organisational Governance
Resource Management
Level 5 - Optimised
Level 4 - Managed
Level 3 - Defined
Level 2 - Repeatable
Level 1 - Awareness
Portfolio
Management
Programme
Management
Project
Management
P3M3 Model

24. © Operational Excellence Consulting. All rights reserved. 47
P3O model can add value to the business areas to ensure
changes are aligned to strategic and operational
governance
Source: Sue Vowler, Project Angels
Business Change
Value
Are we getting the right
business benefits?
Business
Change
Governance
Business Change
Delivery
Are we getting them done
well?
Business Change
Design
Are we doing them the right
way?
Business Change
Strategy
Are we doing the right
things?

25. © Operational Excellence Consulting. All rights reserved. 49
P3O aligns Portfolios, Programmes and Projects to deliver
business value to the organization
Source: Sue Vowler, Project Angels
Portfolio
The „Right‟ things to do?
How are we doing?
Project
Deliverables
Programme
Outcomes
Benefits
Processes
How do we do it?
Let‟s do it the
same way!
Capacity
Can we do it?
Can we adopt it?
Change the Business
Business
as Usual
Run the
Business
Doing the
RIGHT things
effectiveness
efficiency
Doing the
Things RIGHT

26. © Operational Excellence Consulting. All rights reserved. 51
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

27. © Operational Excellence Consulting. All rights reserved. 53
Insert Header
Corporate / Programme Management
Directing a Project
Starting Up a
Project
Managing
Stage
Boundaries
Controlling a
Stage
Initiating a
Project
Managing
Product
Delivery
Closing a
Project
Planning
Insert bumper – takeaway statement
PRINCE2 Project Management Model (TEMPLATE)
Source: Office of Government Commerce (OGC)

28. © Operational Excellence Consulting. All rights reserved. 55
The IDEAL model forms an infrastructure to guide
organizations in planning and implementing an effective
software process improvement program
Source: Software Engineering Institute
Learning
Diagnosing
Initiating
Establishing
ActingStimulus
for Change
Characterize
Current and
Desired Status
Develop
Recommendations
Set
Context
Build
Sponsorship
Charter
Infrastructure
Set
Priorities
Develop
Approach
Plan
Actions
Create
Solution
Pilot Test
Solution
Refine
Solution
Implement
Solutions
Analyze
and
Validate
Propose
Future
Actions

29. © Operational Excellence Consulting. All rights reserved. 57
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

30. © Operational Excellence Consulting. All rights reserved. 59
Waterfall Model of Software Development
Requirements
Design
Implementation
Verification
Maintenance
Insert bumper – takeaway statement
Waterfall Model (TEMPLATE)

31. © Operational Excellence Consulting. All rights reserved. 61
The Agile Manifesto
• Individuals and interactions over processes and tools
• Working software over comprehensive documentation
• Customer collaboration over contract negotiation
• Responding to change over following a plan
Source: The Agile Alliance (http://www.agilealliance.org)

32. © Operational Excellence Consulting. All rights reserved. 63
Agile software development is a group of software
development methods based on iterative and incremental
development
Adjust
& track
Re-prioritize
features
Next Iteration
Onto development
4, 5, etc.
Record &
incorporate
changes
Feedback
Review
Development n
Add functionality n Release
Development 1
Add functionality 1
Development 2
Add functionality 2
Yes
Accept
?
Integrate
& Test
Integrate
& TestIntegrate
& Test
Start
Initiate project
Define
requirements
High level
requirements
Release
to marketTest
Agile
lifecycle
Continuous visibility
Developers Users
Clients
No

33. © Operational Excellence Consulting. All rights reserved. 65
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

34. © Operational Excellence Consulting. All rights reserved. 67
Insert Header
Product Backlog Sprint Backlog Sprint
30 days
24 hr
Working increment
of the software
Insert bumper – takeaway statement
Scrum Model (TEMPLATE)

35. © Operational Excellence Consulting. All rights reserved. 69
COPC-2000 VMO Standard is a collection of performance
management systems for customer-centric service
operations for vendor management organizations
38 Items across 5 Categories
Business
Processes
- 18 Items -
Support
Processes
- 7 Items -
People
Processes
- 4 Items -
Enabler
Enabler
Enabler
Performance
Measurement
- 5 Items -
Goal
Leadership &
Planning
- 4 Items -
Driver
Source: COPC Inc.

36. © Operational Excellence Consulting. All rights reserved. 71
COPC-2000 CSP Standard is a collection of performance
management systems for customer-centric service
operations for customer service providers
Source: COPC Inc.
1.1 Statement of Direction
1.2 Business Planning
1.3 Target Setting
1.4 Reviewing Process
Performance
1.5 COPC CSP Standard
Review
1.0 Leadership
& Planning
2.1 Managing Change
2.2 Process, Procedures &
Methodologies
2.3 Corrective Action &
Continuous Improvement
2.4 Transaction Monitoring
2.5 Forecasting, Staffing &
Scheduling
2.6 Compliance
2.7 Technology
2.8 Vendor & Key Supplier
Performance Management
2.9 Business Continuity
2.10 Reporting & Data
Integrity
2.0 Processes
4.1 End-user Satisfaction &
Dissatisfaction
4.2 Client Satisfaction &
Dissatisfaction
4.3 Service Performance
4.4 Quality Performance
4.5 Sales Performance
4.6 Efficiency & Cost
Performance
4.7 KSP Performance
4.8 Achieving Results
4.0 Performance
3.1 Defining Jobs
3.2 Recruiting & Hiring
3.3 Training & Development
3.4 Verifying Skills &
Knowledge
3.5 Staff Performance
Management
3.6 Managing Staff Feedback
3.7 Staff Attrition &
Absenteeism
3.0 People
Enablers
Goal
Driver

37. © Operational Excellence Consulting. All rights reserved. 73
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

38. © Operational Excellence Consulting. All rights reserved. 75
Lean levers can be applied to eliminate waste in IT services
Segmenting complexity
Redistribute activities
Flexible manpower systems
Reduce incoming work
Reduce NVA work
Standardize operations
Form separate channels for complicated tasks so that simple ones are
not held up
Align activities with appropriate skill set and group
Balance processing capacity with the ongoing demand by moving people
to where the work activity is
Eliminate tasks from a person by reducing the actual work activity
arising
Eliminate work that does not directly add value to the end customer
Establish best practices to execute a task
1
2
4
5
6
7
Pool resources Utilize existing skills and resources to reach economies of scale
3
Source: McKinsey

39. © Operational Excellence Consulting. All rights reserved. 77
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

40. © Operational Excellence Consulting. All rights reserved. 79
Insert Header
Source: Kaoru Ishikawa
Cause & Effect Diagram (TEMPLATE)
Insert bumper – takeaway statement
Manpower
Methods
Machines
(or Equipment)
Measurement
Output
Materials
(or Information)
Environment
Causes Effect

41. © Operational Excellence Consulting. All rights reserved. 81
DMAIC is a data-driven improvement cycle used for
improving, optimizing and stabilizing business processes
Define the problem or
opportunity
Measure the current
performance and capability
Analyse to identify root causes
Improve by implementing
potential solutions
Control by standardizing solution
and monitoring performance
Define
Measure
Analyze
Control
6Improve

42. © Operational Excellence Consulting. All rights reserved. 83
 Identify the critical
business issues
and concerns
 Understand the
current process
and it‟s customers
 Characterize the Y
and potential X‟s
 Collect data for
process elements
 Verify/quantify
important X‟s
 Identify factors
(X‟s) that have an
influence on the
business issue.
 Implement
solutions to
improve Y
 Adjust the factors
that influence the
business concerns
 Manage important
X‟s and monitor the
Y over time
 Mange routine or
day-to-day
operations for
these critical
factors
 DMAIC allows for the utilization of multiple tools and techniques when improving
processes; including statistics and Lean techniques.
 The Control phase allows teams to develop a process to ensure improvement
results will be sustained over the long-term.
Define
Opportunity
Measure
Performance
Analyze
Opportunity
Improve
Performance
Control
Performance
Each step in the DMAIC process is required and results in
deliverables that ensures the team is focused on key
process performance measures

43. © Operational Excellence Consulting. All rights reserved. 85
DMAIC Model (TEMPLATE)
KEY STEPS
• Text
• Text
• Text
• Text
• Text
Define
Measure
Analyze
Improve
Control
Insert Header

44. © Operational Excellence Consulting. All rights reserved. 87
DMAIC Project Timeline (TEMPLATE)
Jan
2013
Feb
2013
Mar
2013
Apr
2013
May
2013
Jun
2013
Jul
2013
Aug
2013
Sep
2013
Define
Measure
Analyze
Improve
Control
Insert Header

45. © Operational Excellence Consulting. All rights reserved. 89
ISO 9001 quality management system establishes proven
processes that meet customer requirements
Value-adding activities
Information flow
Input Output Product/
service
Continual improvement of the
Quality Management System
CustomerRequirements
CustomerSatisfaction
Management
Responsibility
Resource
management
Measurement,
analysis &
improvement
Product
realization

46. © Operational Excellence Consulting. All rights reserved. 91
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

47. © Operational Excellence Consulting. All rights reserved. 93
Insert Header
4
Measurement, Analysis & Knowledge Management
2
Strategic
Planning
5
Workforce
Focus
3
Customer
Focus
6
Operations
Focus
1
Leadership
7
Results
Organizational Profile:
Environment, Relationships & Strategic Situation
Insert bumper – takeaway statement
Baldrige Performance Excellence Model (TEMPLATE)

48. © Operational Excellence Consulting. All rights reserved. 95
EFQM Business Excellence Model
Enablers Results
Leadership
People
Strategy
Partnerships
& Resources
Key
Results
Processes,
Products &
Services
People
Results
Customer
Results
Society
Results
Learning, Creativity & Innovation

49. © Operational Excellence Consulting. All rights reserved. 97
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

50. © Operational Excellence Consulting. All rights reserved. 99
Insert Header
FINANCIAL
BUSINESS PROCESSES
Vision
and
Strategy
To succeed financially, how
should we appear to our
shareholders?
LEARNING & GROWTH
CUSTOMERS
To achieve our vision, how will
we sustain our ability to
change and improve?
To achieve our vision,
how should we appear to
our customers?
To satisfy our shareholders
and customers, what
business processes must
we excel at?
Source: Kaplan & Norton
Insert bumper – takeaway statement
Balanced Scorecard (TEMPLATE)

51. © Operational Excellence Consulting. All rights reserved. 101
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

52. © Operational Excellence Consulting. All rights reserved. 103
1. IDENTIFY WHAT IS TO BE BENCHMARKED
2. IDENTIFY COMPARATIVE COMPANIES
3. DETERMINE DATA COLLECTION METHOD AND COLLECT DATA
4. DETERMINE CURRENT PERFORMANCE “GAP”
5. PROJECT FUTURE PEROFMANCE LEVELS
6. COMMUNICATE BENCHMARK FINDINGS AND GAIN ACCEPTANCE
7. ESTABLISH FUNCTIONAL GOALS
8. DEVELOP ACTION PLANS
9. IMPLEMENT SPECIFIC ACTIONS AND MONITOR PROGRESS
10. RECALIBRATE BENCHMARKS
 LEADERSHIP POSITION ATTAINED
 PRACTICES FULLY INTEGRATED INTO PROCESSES
Phase 1:
PLANNING
Phase 2:
ANALYSIS
Phase 3:
INTEGRATION
Phase 4:
ACTION
MATURITY
Insert Header
Source: Robert C. Camp
Insert bumper – takeaway statement
Xerox Benchmarking Model (TEMPLATE)

53. © Operational Excellence Consulting. All rights reserved. 105
SERVQUAL method can be used to perform a gap analysis
of an organization’s service quality performance
Source: “SERVQUAL” by Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry
Responsiveness
Empathy Tangibles
Assurance
Reliability

54. © Operational Excellence Consulting. All rights reserved. 107
Contents
 IT Infrastructure Library Model (ITIL)  Agile Model
 ISO/IEC 20000 IT Service Management Model  Scrum Model
 ISO/IEC 27000 Information Security
Management Systems Model
 COPC-2000 Model
 COBIT 5 Model  Eight Types of Waste in IT Services
 Capability Maturity Model Integration (CMMI)  Cause & Effect Diagram
 People Capability Maturity Model (PCMM)
 Six Sigma DMAIC Quality Improvement
Model
 ISO/IEC 15504 (SPICE)  ISO 9001 Quality Management Model
 Organizational Project Management Maturity
Model (OPM3)
 Baldrige Performance Excellence Model
 Portfolio, Programme, Project Management
Maturity Model (P3M3)
 EFQM Business Excellence Model
 Portfolio, Programme, Project Office (P3O)  Balanced Scorecard
 PRINCE2 Project Management Model  Benchmarking Model
 IDEAL Model  SERVQUAL Model
 Waterfall Model  Change Management Model

55. © Operational Excellence Consulting. All rights reserved.
www.oeconsulting.co
m.sg
END OF PRESENTATION
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