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IT Manager Leader Standard Work

In 2015, I started on a lean production system journey. My aim is to improve my personal level of leadership by learning to focus on reducing waste activities and increasing customer value-add activities.  One concept in lean philosophy is leader standard work. It’s not easy to set a baseline for metrics and desirable activities without first having a play card for leaders to follow. Without a play card, the actions of a leader will be random and more subject to putting out the fires that pop-up each day.

 

I documented my first draft of leader standard work by first writing down all of the recurring activities that I already do. Then I examined each activity to see how they aligned to lean principles and noted what visual controls I have to measure and control each activity. If my activity didn’t align to a lean principle then I eliminated it.

 

Activity Lean Alignment/Leadership Influence Visual Controls
Daily
Review service metrics for open tickets Check SLA adherence/Conformance to schedule
Provide assistance with at-risk tickets.Stop and fix the problem, Standardized tasks
Open ticket report by age
Ticket system dashboard
Weekly
Change log review Make sure production changes are reviewed for communication, interdependencies, and quality testing.
Audits / Compliance
Change log database
Team Lead meeting Communicate company and team results.
Discuss escalations and commitments.
Develop countermeasures
Discuss performance and adherence to standard work (Gemba walk chosen project board in TFS)
Develop exceptional people and teams
Change log

Portfolio dashboard
Software development system board

1:1 meeting with direct reports Coaching (Advanced problem solving, Development)
Review standard work (weekly team standups, communication to stakeholders)
Ensure high productivity and engagementIdeas for improvement
Grow leaders who understand the work
Software development system board
Portfolio dashboard
Open Tickets
Gemba Walk – Go see for yourself Understand the work
Coach and connect
Demonstrate commitment to lean system
Software development system board
Monthly
Portfolio review Prioritize WIP and near-term backlog
Level out the workload
Create continuous process flow and bring problems to the surface
Portfolio dashboard
Status Report Leader check understanding of work
Review progress towards meeting goals (Actual vs Plan)
Develop countermeasures
Become a learning organization through reflection
Order source metrics
Financial metrics
Service level metrics
Portfolio dashboard
Capex/Billable Hours Financial account reclassification for capital work or billable  to customer Billable hours report
Steering Committee Regulate intake of new work (ROI, Current WIP, Capacity)
Make decisions by consensus
Group presentation and Discussion
Semi-Annual/Annual
Mid-year check-in/Annual review with direct reports Check progress toward meeting goals with each employee
Adjust goals if necessary
Career development discussion
Develop exceptional people and teams
Annual plan
Annuals goals
Annual Policy and Standard Work Review Review and update all policies and leader standard work documentation
Standardized tasks are the foundation for continuous improvement and employee empowerment
Policy documents

Leader standard work is a precursor to managing for continuous improvement and culture change. It is the basis for a job description. But it’s way better than that because it focuses on a systematic and repeatable approach to collaboration, employee development, problem solving, and understanding the business.

After creating the list I set my calendar with recurring entries corresponding to the tasks (for those I didn’t already have set). It’s a start and continuation of the lean journey.

Onward and upward!