1. © 2014 IBM Corporation “Leaders Guide to Radical Management” for DevOps with Steve Denning Week 2 – Shift #1: From shareholder value to customer delight February 4, 2014

2. © 2014 IBM Corporation Background and Intros for New Participants 2 … a moment to get a fresh cup of coffee for previous participants

3. © 2014 IBM Corporation The DevOps Community: Two Parts Connections Community; Highly Collaborative Content is “work in progress” Work groups – issues – tangible outcomes Discussion groups, book clubs developerWorks site High-quality content Articles, tutorials, white papers Links to community, social DevOps Community DevOps Site 3 JOIN HERE

4. © 2014 IBM Corporation New News for the week of February 3, 2014  DevOps in the Enterprise Survey –Maps characteristics - to performance - to practices and principles –Survey is ready for a test drive. We will be looking for reviewers soon. –Send email if interested  Gregg Gibson of FamilySearch is presenting on March 6 11-12 ET –Gregg’s focus at FamilySearch is development of Platform as a Service on Amazon Web Services and driving adoption of PaaS and continuous delivery across the organization.  Gene Kim – DevOps Author and Enthusiast, Date TBD  Dibbe Edwards –VP of Rational Development, Date TBD  Innovate 2014 Submissions due Feb 7 –Agile and DevOps Topics, submit proposalsubmit proposal 4

5. © 2014 IBM Corporation Today’s Session: Week 2 – Shift #1: From shareholder value to customer delight  February 4, 2014  The shift from making money to delighting customers  The end of sustainable competitive advantage  The shift from strategy focused on coping with competition to strategy focused on adding value to customers  The imperative of continuous innovation  Measuring customer delight  Background reading –LGRM Chapter 4. Delighting Clients –Maximizing Shareholder Value - The dumbest idea in the worldMaximizing Shareholder Value - The dumbest idea in the world –What killed Michael Porters Monitor Group? The One Force that Really MattersWhat killed Michael Porters Monitor Group? The One Force that Really Matters –It's the Official End of Competitive AdvantageIt's the Official End of Competitive Advantage –Is Delighting the Customer Profitable?Is Delighting the Customer Profitable? –The Relative NPS Trap: Why Philips Isn't Delighting CustomersThe Relative NPS Trap: Why Philips Isn't Delighting Customers 5

6. © 2013 IBM Corporation6 What does Delighting Clients have to do with DevOps? DevOps: An enterprise capability for continuous software delivery that enables clients to seize market opportunities and reduce time to customer feedback Accelerate software delivery – for faster time to value Balance speed, cost, quality and risk – for increased capacity to innovate Reduce time to customer feedback – for improved customer experience Communication, Collaboration, Integration “Individuals and interactions over process and tools” and “Our highest priority is to satisfy the customer through early and continuous delivery of valuable software.” – Agile Manifesto

7. © 2014 IBM Corporation Steve Denning and The Leaders Guide to Radical Management 7 Recognized as HBR Top 200 Business Thought Leader Best-selling author Forbes contributor

8. © 2014 IBM Corporation The Meaning of Work "Producing...things...is deadening, dispiriting, soul destroying." Delighting clients makes work meaningful. 8

9. © 2014 IBM Corporation Scaling Delight in the Modern Economy 9 Set the GoalReinforce with action Measure

10. © 2014 IBM Corporation Making Money is the Result, Not the Goal 10

11. © 2014 IBM Corporation Book Discussion: Do we have the right goal? 11 Does your team or organization’s vision statement put the client first? Does your vision statement align with your goals?

12. © 2014 IBM Corporation Article: The Dumbest Idea In The World: Maximizing Shareholder Value 12 Is there a conflict? How does an org resolve the conflict?

13. © 2014 IBM Corporation Part 2: Practices 13

14. © 2014 IBM Corporation Book Discussion: The 9 Practices for Delighting Clients 14 #1 Identify Your Primary Clients #2 Delight Primary Clients by Meeting their Unrecognized Desires #3 Aim for the Simplest Possible Thing That Will Delight #4 Explore the Possibility of Delighting More by Offering Less #5 Explore More Alternatives #6 Defer Decisions Until the Last Responsible Moment #7 Avoid Mechanistic Approaches #8 Focus on People, Not Things #9 Give the People Doing the Work a Clear Line of Sight to the People for Whom the Work is Being Done

15. © 2014 IBM Corporation Article: Is Delighting the Customer Profitable? 15

16. © 2014 IBM Corporation Summary  Thanks for participating!  We are sending out a very short survey on this session and really would like to get your input and feedback  Please join the DevOps CommunityDevOps Community  See you next time! –Shift #3: From controlling individuals to enabling self-organizing groups –February 11, 2014 –12:00-1:00 p.m. EST (GMT-5) –9-10:00 p.m. EST (GMT-5) 16