3. Assessment and Planning

Question 1

Function of Assessments

Answer 1

To measure, analyze, and understand something’s behavior and performance; they should improve understanding by accurately reflecting the current state with the desired state. This allows you to identify gaps between the two states and develop and action plan.

Question 2

5 Most common Evidence Collection Methods

Answer 2

1) Metrics/Data Mining
2) Surveys
3) Interviews
4) Roundtables
5) Observations

Question 3

7 Most Common Assessment Methods

Answer 3

1) Gap Analysis
2) SWOT
3) Change Readiness Assessment
4) Customer/User Satisfaction Analysis
5) SLA Achievement Analysis
6) Benchmarking
7) Maturity Assessment

Question 4

Gap Analysis

Answer 4

Identifies the difference between actual practice and the chosen assessment criteria. Look at the current state, look at the desired state, identify the gap between the two states and create an action plan to close the gap.

Question 5

SWOT Analysis

Answer 5

Identify the Strengths, Weaknesses, Opportunities, and Threats.

Question 6

Change Readiness Assessment

Answer 6

An estimation of an organization’s ability to transition to a new way of working.

Question 7

Customer/User Satisfaction

Answer 7

Analysis of how customers/users feel about the services they use based on their feedback. Often conducted after a change has occurred to measure satisfaction levels.

Question 8

SLA Achievement Analysis

Answer 8

Analysis of the quality of a service based on a comparison of service performance against service level agreements (SLAs).

Question 9

Benchmarking

Answer 9

A comparison of the results of this assessment with the results of similar assessments performed for other comparable organizations. Should be completed regularly.

Question 10

Maturity Assessment

Answer 10

An estimation of the maturity of a process or an organization based on a defined framework such as the ITIL process maturity model.

Question 11

Change Agent

Answer 11

A role that facilitates the development, application, and advocation of new ways of working

Question 12

SLA

Answer 12

Service Level Agreement: A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service.

Question 13

Project Gates

Answer 13

The review that occurs at the end of each phase to assess the project’s state to determine whether the next phase can begin. (The Waterfall Method)

Question 14

Value Stream Mapping

Answer 14

A method of visualizing the flow from demand or opportunity to value and then planning how that flow can be improved.

Question 15

Value Stream Map

Answer 15

A visual representation of a service value stream which shows the flow of work, information, and resources.

Question 16

Benefits of Value Stream Mapping

Answer 16

1) Helps organizations to visualize more than the single-process level in production.
2) Helps organizations to identify and remove waste.
3) Highlights where decisions about workflows need to be discussed and make
4) Incorporates Lean concepts and techniques
5) Helps to plan and document improvements.

Question 17

Types of Waste

Answer 17

1) Muda - Waste/Uselessness. Things being done that add no value.
2) Muri - Overburden/Unreasonable. Caused by tight time frames, release windows, or other time constraints.
3) Mura - Variability/Irregularity. Unacceptable variations in ways of working.

Question 18

Types of Muda

Answer 18

1) Transportation of goods - movement of work product information, or materials
2) Inventory - work-in-progress, having more than strategic levels of products.
3) Motion of People - Unnecessary physical movement.
4) Waiting Time - stopping or slowing down, waiting for work to arrive.
5) Overproductions - producing more than is needed or before it is needed.
6) Over processing - excessive or unnecessary work.
7) Defects and Rework - reworking to correct mistakes, inspection, and scrap
8) Talent - unused human creativity and potential.

Question 19

Kaizen Burst

Answer 19

Areas where more investigation is needed; area where the team knows something is wrong, but has not been able to identify the issue.