Q 778. In the Improve phase, how do you pick the best ideas to fix a process—like a software company tackling slow bug fixes by choosing between more coders or better testing tools? What’s your approach to testing changes without encountering resistance to the change?

 

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In a DMAIC project's fourth phase is known as "Improve Phase", the progressive significant improvement depending upon the output of 'Analyze' phase. Where it setting the parameters for quantifiable change as well as it immediately builds upon the verified findings from the 'Analyze' phase, and outputs of this stage will help to make effective 'Control' phase for manufacturing and service sector projects. At this point, deliberate solutions start to take shape not as band-aid remedies, but as focused interventions based on proven core causes. This phase create an enhancements that specifically target the variance and inefficiencies that were previously discovered. Ideas for improvements are not only generated, they are put to the test under pressure. While impact-effort matrices rank the activities that will have the greatest impact with the least amount of disturbance, tools such as FMEA (Failure Modes and Effects Analysis) aid in anticipating such hazards. Each given improvements, modification, and qualitative changes are supported by a hypothesis testing and where it possible, validated through simulations (most of them are Monte Carlo) or pilot runs. Before scaling, these small-scale experiments aid in identifying unforeseen repercussions and improving ideas.

In the DMAIC at this stage the co-operation becomes even more important. I work with stakeholders and frontline employees to jointly develop and improve solutions, making sure that adjustments are reasonable, palatable, and long-lasting. Standardizing processes, removing stages that don't add value, restructuring forms, improving system logic, or using Poka-Yoke techniques to prevent errors are some possible solutions. Lean tools also excel at this stage; standard work, visible controls, Kaizen bursts, and 5S help lock in changes. In order to assess the impact, data collecting continues and even escalates. Many different dashboards, graphical charts, and control charts monitor early performance changes, and I check improvement by comparing pilot outcomes to baseline data. During the Improve phase, understanding turns into action (mostly proactive rather than, reactive).

 

It is purposeful, team-based, and data-driven, turning proven core causes into significant, quantifiable change that aligns with business objectives and client expectations.

 

Best ideas to fix process

Ideation techniques can be used to generate the idea to fix a process with in the teams. There should be free flow of ideas to think divergently and come up with as many ideas as you can . All ideas should be taken seriously and looked into with pros and cons.  From the given ideas, selection of best solution can be made using statistical tools and cost benefit analysis. Towards end, the solution effectiveness should be reviewed to ensure measurable improvements in the process. the solution which serves effectively with better score should be considered based on the requirements and criteria.

 

When we talk about a software company, creating software requires code which involves solving new problems and inventing things. Testing tool is rule based which follow steps to check if the software works properly. Coding requires specific skillset and creativity to create innovative solution while testing via testing tools require more of cost. Testing can only reflect the defects however coder is the one who will make the right amendment to fix the bugs.

 

We need to strike the balance to bring the best of both the worlds, where in the coder who create new inventions and testing tools who help in identifying the issue to fix because without coder the testing tools cannot correct the issue.

 

Steps to approach change without change resistance

Change happens when the capability is adopted or when new process is created. Change is tough in any situation. People resist change due to distrust.

·        Include and inform everyone involved and impacted to keep the clear and open and two-way communications

·        Take impacted stakeholder’s point of view and get them involved from planning. this will also create ownership for them from very beginning

·        Reflects what’s is it for them

·        Check the nature of change and impact

·        Make early adopters as your brand ambassadors who will help create the detractors to neutral and neutral to promoter

·        Senior leadership should always be onboarded for the change from the beginning. They play crucial role in translating the policy into action and can be influential in implementing the change  

·        Impacted personnel should be trained on the new changed process

 

Picking the best idea is the most critical part during the improve phase, when there is multiple solution available and identified, best way is to go data driven, structured and inclusive approach. We can go one step ahead by choosing the Strategic Best Fit (Best Aligned Option) and not just the Best Idea, reason being most of the time the best solution on the papers is not the best fit operationally. 

Some of the consideration includes that of:
1) Is this solution rolled out to multiple teams across the organization? - Scalability
2) Will this idea/solution work on long-term? potentially considering on-going, upcoming changes - Organization and Industry wide - Sustainability 
3) Does this align with the team preference? considering the resource ecosystem - Team Alignment 

This in fact should be done with the cross functional stakeholder and leaders to get the broader clarity so that Involving them early and frequently and leveraging the Change Management System in the organization. 
This will bring down the resistance to change in a significant way. 

 

Below is the holistic structured data driven approach that could complement the POV.

 

"The Decision Matrix."

 

"The best idea is the one that scores high not just in creativity, but in feasibility, impact, and alignment with organization needs."

In order to pick the best suited solution to fix a problem, generate ideas targeting the root cause of the problem which is identified at the analyze phase.

 

Start by developing potential solutions for the validated root causes by using techniques such as: a) Round Robin Style of Brainstorming b) Critical Thinking via Six Thinking Hats

 

Evaluate solutions using: a) Pugh Matrix b) Delphi Technique c) Multi Voting d) Nominal Group Technique or/and FMEA. These tools will help prioritize one solution over the other considering multiple criteria such as cost and potential benefits. For e.g. Pugh Matrix may be used to draw comparison between two alternative solutions in a software company tackling slow bug fixes, if they should add more coders or enhance their testing tools. Both the solutions can be scored using multiple criteria such as a) Cost b) Data Privacy c) Accessibility d) Training Requirements e) Time to deploy etc.

 

Changes can be first tested using DOE (Design of Experiments to evaluate process inputs generating desired output. Post which the selected solution can be implemented (pilot run) in a smaller sub-section of the process before full scale implementation.

In my projects I typically leverage the effort impact matrix to pick the best ideas to fix a given problem. Based on the scenario adding a criticality element to the effort impact matrix might be recommended. For the given example, using a cost benefit analysis will be a better idea since it allows for a more direct financial comparison of large investments like additional headcount vs investing in better tools and effectively quantify ROI.

 

Below are some of the steps which I would take in this example to avoid resistance to change –

1.)    Effective and transparent communication

2.)    Stakeholder involvement since early stages of analysis

3.)    Utilize A/B testing to ensure corrective actions can be promptly taken in case the interventions fails.

In the Improve phase of DMAIC methodology, the team brainstorm & identify the feasible solutions to address the root cause identified in the previous phase i.e., Analyse Phase.

 

In general, Team brainstorm and generate possible solutions using tools like Brainstorming, Affinity Diagram, Benchmarking, Yokoten Opportunities(Horizontal Deployment practices). In the second step, Team selects the techno commercial feasible solution among all possible solutions using the techniques like Impact-Effort matrix, Pugh matrix for decision making. After this, Pilot the identified solution in controlled environment to check the solution effectiveness and also to uncover the unforeseen issues in the solution. Finally, the solution will be refined based on the pilot result for full scale implementation followed by measure the results to ensure the changes are delivering expected benefits.

 

If we take the case of a software company dealing with slow bug fixes, It should follow the basic and standard procedure of Improve phase mentioned as above to select the best idea between more coders or better testing tools. The Improve phase rely on the fundamental concept - "not just any solution, but the right one for the environment, resources, and long-term goals" of the organisation.

 

To pick the best one out of the two solutions, I would follow the below approach:

1. Validating the ideas directly target to the actual problem (For example, If the slow bugs due to high manual testing cycle time, then automated testing tools are more likely to improve the turnaround times than hiring more developers)
2. Scoring the solutions using structured evaluation (Tools like Pugh matrix, Cost benefit matrix) to evaluate the ideas based on high ROI.
3. Piloting the two solutions at small scale in a controlled environment would help to monitor the KPI trends, user feedback etc for the both and can be adapt the plan based on actual outcomes
4. To anticipate and reduce the Resistance, A robust feedback mechanism might help to collect the feedback real time and creating communication channels to address the pain points of team proactively (why change is happening and how it benefits them). And also, highlighting and celebrating quick wins from the pilot would engage the team early and ensure the team participation and engagement during full scale deployment.

1. Like any project first step is to create and Impact - Effort matrix to prioritise solutions. 

 

2. Do a PDCA for quick small scale implementation and pivot the solution basis observations. If possible an A/B testing can be beneficial as well, as learned during CAIPO

 

3. Managing change w/o resistance is a critical, and will require clear communications, leaders championship for changes, involving high influencers in team to be looped in into the plan early on, etc.

The goal of the Improve phase is to make minor, incremental adjustments that will improve the overall quality of the product or service. Following the implementation of solutions, the procedure is continuously monitored to ensure that the expected improvements are achieved. Making minor adjustments at this stage reduces the possibility of disruptions to the entire procedure and change management easier.

In this phase, there are multiple tools that can help to locate problem spots, create potential fixes, and test them well. POC or small- scale trials can also be effective before going full scale. Use data driven analysis and collaborative evaluation criteria to decide.

If delays stem from poor test coverage, one can prioritize better testing tools.

If delays are due to backlog volume, more coders could be the solution.

Tools that can be used –

Brainstorming of solutions – use cross functional and multi skill or tenure teams

Solution Priority Matrix (Create a weighted decision matrix using impact on bug fix speed, cost, ease of implementation, team capacity or skills, scalability)

RACI charts (Responsible, Accountable, Consulted, Informed)

Performance Metric validation and tracking

Risk Management

Change Management & Communication plans for the new process

Use Agile principles to implement small sprints

Stakeholder engagement, weekly check-ins with the implementation team and stakeholders, collect feedback

Share quick wins for better buy-in

5 S / Poka Yoke

Visual Management and Control Techniques

 

 

 

In the Improve phase of the DMAIC cycle, we try to implement the solutions to address the root causes of the issues that are pointed out in the Analyse Phase. All changes that are required to improve the process are executed in this phase It can be done by

·       Developing/testing solutions

·       Optimizing parameters in the process

·       Establishing SOPs to reduce the variations

·       Improve process performance

The activities involved could be:

 

·       Finding the solutions to address the root causes that are pointed out in the analyze phase

·       Prioritizing the potential solutions

·       Implementing the right solutions

·       Pilot testing on a smaller scale before implementing the solution on a larger scale

·       Creating an SOP

·       Measuring the implemented solutions so as to track the improvements

 

Choosing between more coders or better testing tools for  a software company that is tackling with an issue of slow bug fixes the approach could be

·       Better training to existing coders

·       Selecting the best solution depending on the cost criteria

·       Monitoring if bugs are fixed faster by applying more coders for a particular project instead of acrros the company

·       Company has to consider solution depending on what approach is more sustainable

 

My approach would be to train the coders with latest technologies and using better testing tools so that lesser bugs are encountered. This seems to be a more sustainable approach rather than increasing the number of coders. This will also result in resistance to change .

In the improvement phase, the team focuses on eliminating the root causes and implementing the improvement. Choosing between hiring more coders or investing in better testing tools needs a structured approach.

1)Identify all the suitable solutions.
2)Apply decision matrix criteria such as Feasibility, Cost, Risk, time to implement, and whether the solution can be maintained for the long term.
3)Use automated tools like cost-benefit analysis, prioritization matrix, etc.

The best idea is to use Automated Testing Tools that reduce the fix time and medium cost instead of hiring more developers.

By Name it’s says Improve phase is a process improvement initiative that goals to have solution the works for root cause of the problem.

Measuring the best approach required for the improvement phase depends on below points:

Identifying solution:

Ø  Impact v/s Effort- High Impact with low effort should be prioritize and implemented first followed by High impact high efforts.

 

Ø  Cost Benefit Analysis: This is most important tool to evaluate the approach. We need to estimate the ROI  

 

Ø  Other Criteria like speed of deployment, cost, staff skill, expected Impact etc to be evaluated.

Example: Bug Fix Improvement Scenario

Solution	Pros	Cons	Metrics to Watch
Hire	Scales capacity	High cost	Time-to-fix, code review load
Improve testing tools	Reduces bug count upstream	Training needed, upfront cost	Bugs found pre-release, dev velocity

 

The ultimate key to success is start small and scale smart.

 

Nidhi

Swarandeep Kaur Juneja's answer has been selected as the winning answer as it covers all aspects of Improve phase - ideation, prioritization and optimization of solution. Well Done!!