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When asked to improve, what is ITs obsession with the dream of total automation of everything?

Is it the ultimate exercise in black-and-white thinking? Given the reality of countless failed automation efforts marked by dead-bodies, is there a better middle road?

This basis of my ensuing posteriori-logic-trap becomes especially apparent when one begins to peel away at the thin veneer that obscures the complete failure of IT at large to operate in the realm of the scientific method.

In my dictionary, automation merely consists of  defined practices, values and expected outcomes committed to code. But I have found that in the crucial connective fascia between; Project Management, DEV, QA and Ops, IT often lacks substantive specification, accurate documentation which often yields non-deterministic untraceable outcomes (action x and y caused effect z).

Ok, this may be a pretty harsh statement, but one that is borne out of over 20 years in IT, working with hundreds of IT organizations that struggle to accurately articulate either the goal or the definition of IT operations.  If nearly every implicit destination defined below those two map coordinates is off by even single digit percentages and we consider the length and breadth of the IT journey, not to mention the height of the weeds we can get caught up in, well let’s just say chronic ITFAIL pain is both aft and on the horizon.

In the great book, Why Smart Executives Fail: And What You Can Learn from Their Mistakes the classic story of GMs “must replace labor with robots” fail is told in brutal hindsight.  The lessons are clear but are an order of magnitude harsher when one considers the lesson that history has now taught us.  Not only was the money they spent on those automation efforts lost to their deficient consitency of practice (automation just accelerated their rate of failure) but they could have purchased Nissan, Toyota, Honda and maybe even Mazda with the money they squandered on robots.

Only after years of trial and error have manufacturers struck a balance between automation and human involvement.  Shigeo Shingo, the first person to document the Toyota Production system author of many amazing books including, Kaizen and the Art of Creative Thinking - The Scientific Thinking Mechanism, formalized this approach by refining the Japanese concept of Jidoka or Autonomation.  Simply put, Autonomation is automation with human intelligence.  This is the direction we need to explore in IT for our command and control systems.

To help define just where the intersection and labor divisions should best occur there are several Toyota Production system terms that are worth investigating as a path to improving your shop’s performance

Muri - Overburden - Is every day an exercise in futility? The email piles up the issues escalated, phone calls from execs, standing daily or weekly outage conference calls? Is your IT organization behind or stuck on projects?  How many of these precious business projects are missing their commitment dates, over budget, under resourced because your team is overwhelmed with unplanned firefighting and drive-bys?

Mura- Inconsistency - Routine tasks and changes are like roulette with a two out of ten ending in unexplained failure that consumes your brightest staff for hours or days?  Is patching or upgrading a fearful event which is marked by all knocking on wooden or even wood veneered objects and the presence of a shaman or holy person to ward off evil fail spirits?

Muda -Waste-All of those operating expense dollars lost to firefighting, audit corrective action drive-bys, shadow IT projects, unauthorized changes and root cause analysis meetings that take weeks to recommend the same trifecta of we need more budget, more staff and more time to focus on proactive tasks?

Right now many IT organizations are looking at Muda or waste in order to drive down costs.  I posit that understanding Muri and Mura would be a much more valuable use of time and ultimately will reduce waste and increase IT throughput

Inevitably the solutions recommended by IT teams to these issues will involve automation or tools.  This is not all bad, but the focus should be on building more deterministic ways of working for humans and considering where automation may help humans interact with their IT infrastructure more consistently.

This process of self reflection or Hansei is important fuel for Kaizen (continuous improvement).  It becomes essential to distill all of the undesirable symptoms of overburden, inconsistency and waste and understand the few root causes that drive them all.

Did you know that the “Just In Time’ concept was pioneered by a group of Toyota Employees? These Toyota team members were lead by Taiichi Ono on a trip to the US in the 1950s to visit US auto manufacturers .  They journeyed to Michigan and walked through Ford plants and were generally unimpressed by the high amounts of inventory they required to operate and the variance in labor output from day to day.

During the visit they stopped by a Piggly Wiggly grocery store and were amazed by their inventory replenishment system that only requested new items when they were sold. From this focus on Kaizen and Hansei they developed what later became the famous Just-In-Time philosophy that has become a pillar of the Toyota Production System.

It is not merely enough to improve in this economy, we are faced with the imperative of only improving the most important functions so as to quickly improve execution and IT throughput. As we set out on our journeys and investigation of other practices let’s make sure we are attacking true root causes of overburden and rework not just merely their undesirable effects.

I think that the Toyota Production System offers us many valuable insights in to building better IT. I find the thinking behind the system to be more enlightening than the practices. I encourage you to view all TPS, Lean and “Best Practices” in this light. Often the answer to “why” is more important than the “what” IMHO.

I will be writing more about the intersections of TPS and IT.  I will be focusing on universal principles, that draw from Goldratt’s Theory of Constraints work, Steven Spear, Taiichi Ohno, Shingeo Shingo, Deming and the 10 years of research Gene Kim and I have done around IT high performance, in the coming weeks.

It’s a gorgeous orange and blue hued morning as I look out the west facing glass of my spacious corner office.  I walk behind the cherry desk and return and sit in the Herman Miller chair. After fuddling with the controls I get the chair to fit me correctly.

I open up my laptop and begin to connect the power adapter and arrange the desk.

“Hello?” I am startled by a voice from the door, which I had apparently failed to close.

“Good Morning!” I replied, if not a bit too enthusiastically, I thought.

“My name is Mariah Hansen and I am your assistant.  Can I get you anything?”

Mariah was certainly not hard to look at and that was a perk.  Now I needed to figure out if I could confide in her.  The role of interim executive is often not a popular one.  When a senior leader moves on from a company it can create some serious uncertainty amongst the staff. I made sure that everyone knew that the previous CIO had asked me to take over after he left.  I had met with every peer of the CIO to establish a social rapport and let them know I was here to serve.  I had attended company holiday functions and been entertained by the President and also by the divisional CEOs.  But I have found that IT staffs are often the hardest to win over. I have found that many feel a new CIO will fire them and bring in their own dream team. I knew that the only way to convince these folks was by painting the path we needed to get on and earning their credibility day by day. 

I walked over to the door to shake Mariah’s hand.

“Great to meet you Mariah, I am Phil Chairs.  I would love to get some coffee, but I haven’t been able to find it.”

She laughed musically “We have our own machine.”

I figured an IT department of nearly 800 people, in this location alone, would have its own coffee break room.

“Could you point me in the right direction? I need this stuff to get going.” I smiled.

“No, I meant you and I have our own machine! I have one of those pod machines that makes amazing coffee one cup at a time.  It’s in my cubicle towards the back next to the color laser printer.  The coffee pods are in the locking shelf above.  You can just email me or call and I can bring you a cup anytime you want.”

“Wow, I love that idea Mariah. Consider yourself emailed then.  I need two cups, and do we have any half and half?”

“Coming right up!  Oh and we should talk before your Leadership Team meeting this morning.  Paul, your boss wants to get an update on all IT projects and their status.  Now before you panic I have already got all of that information for you.  I put a folder in your basket that has the printouts.  I have also had your new deputy CIO, Rob McNunzio, put the data into power point slides that are waiting in your email.  Look all of that over while I get you coffee and we can chat about your scheduling this week when I bring it to you.”

“Sounds great.  Thanks so much!  See you in about fifteen then.”

As I walk back to my sleek cherry desk I find the bulging folder of project updates and begin to leaf through it.

As I sit down I wonder if this data is accurate.  When was any of this was audited last?  What is our project management process, and who was in charge?  Who managed the budgets and performed the plan updates?  What kind of oversight was currently in place?  I needed my right hand man. I reached for the phone and buzzed Mariah.

“Hello, office of the CIO this is Mariah”, she answered.

“Hey it’s me again, could you get a hold of Rob and have him meet with me after you and I are finished?  I need to get answers to some questions before the leadership team meeting.”

“It would be my pleasure.  Is that all?”

“Yep, thanks Mariah.”

After going through the project Gant charts and looking at the slides Rob had created I had many more questions swimming in my head.  I pulled out a yellow legal pad from my briefcase and began listing them out as they came.

1.       Is there an established PMO?

2.       Who are our project managers?

3.       Who controls the purchasing for capital projects?

4.       Who reports on status?

5.       How many projects are on the docket?

6.       Who prioritizes them and how?

7.       Do we have a project methodology?

8.       Who is in charge of resourcing and time tracking?

9.       Who is in charge of the financial side (tracking capitalized labor, P&L reconciliation, etc.)?

10.   Who manages the project risk issues?

11.   Why are so many of the large projects at 80% completion with more time left than has elapsed?

Just then Rob knocked on my door sporting a huge grin.

“Good morning, Chief.” He joked dryly

“Morning Rob” I cracked a smile.

“I guess we should talk about this circus of projects. Mariah just called me and I was relieved.  I didn’t want you going in to a bloodbath this morning.  You need some background and history on the key projects or else you will look like a wounded fawn in there to those jackals.  Believe me, you have a couple of guys, namely the CFO, Dave Williams, and the CMO, Skip Sorrenson, that will go type-a on you and try to assert dominance so they can horse-collar you like they did the last CIO.”

“Nothing like a friendly meeting of the leadership team” I thought aloud.