CMMI Case Studies

Staged approach of CMMI for Services Model

Mitigating operational loss in a power distribution client business

IT process harmonization using CMMI-SVC

Reducing the technical and commercial loss y-o-y and inefficient resource utilization
Managing the higher variation in turnaround time leading to reduced outcome & unpredictable service delivery performance
Lack of reusability and availability of known error database for most occurring issues
No cascading of goals for quality and process performance KPIs (key performance indicators)

To reduce its operational loss through improved profitability and service quality, it became a necessity to continuously innovate and invest in usage of technologies, knowledge sharing and reusability within the organization
Streamlining the service delivery and management processes, baselining the process performance, identifying the process performance gaps and improving process performance using incremental and innovative improvement actions

Process improvement frameworks - CMMI®-SVC
MSA gage R&R, box plot analysis, normality study, control charts, capability (Cp & Cpk) analysis, analysis of variance, hypothesis testing, SMART goals, RCA techniques: 5 why analysis, fishbone analysis
Monte carlo simulation technique, measurement framework deployment

Technical and commercial loss reduced by approximately 6.4 per cent
For IT enabled service & operations team, mean of productivity improved 20-30 per cent & variations reduced by more than 50 per cent
Process performance models created by referencing past data, enabled the PMs to predict outcome of process beforehand and initiate timely actions to improve the process outcomes
Workflow configuration tools were deployed which led to enhanced asset search options for operations team

Supporting effective management and development in an organization

A case study for e-learning sector

Strengthen the requirements gathering and understanding the process
Incorporate a robust yet flexible change management system
Analyze customer feedback and take proactive actions to eliminate issues before they occur
Evaluate the learnability of online courses to help the clients meet their customer needs

Differentiate itself from competitors by increasing innovation in its learning management system (LMS) and customize their offerings by aligning them with customer’s needs
Evaluate different strategies for a given requirement and thereby select the most suitable approach
Focus to deliver best scenario-based learning and cross-media publishing solutions

Improved turnaround time of 20-25 per cent with faster deliveries by changing business processes & meeting customer demands
Thorough project schedules both in terms of predictability as well as progressively reducing the time to complete projects
Use process-driven approaches, developments and test frameworks to help ensure solutions are efficient and expandable

CMMI framework for process improvement

Gap Analysis across locations
Process harmonization within Incident Management, Problem Management, Change Management and Request Fulfillment
Service Catalog rationalization and workflow finalization and Awareness Sessions: Across Locations