1. Experience World Class Processes!© Adaptive Processes Consulting Juggling the Balls Art of Managing Multiple Standards Implementation LN Mishra Principal Consultant Adaptive Processes Consulting Pvt. Ltd. 24 th August 2011 www.AdaptiveProcesses.com

2. Experience World Class Processes!© Adaptive Processes Consulting 2 About Adaptive Processes  Mission: “To improve governance, risk and compliance management practices in cost-effective and timely manner”  More than 100 person-years consulting experience in quality and information security  ISO 9001:2008 certified from DNV  GRCPerfect – Enterprise Governance, Risk and Compliance Management system for rapid and cost effective process implementation  Completed 10 ISO 9001, 5 ISO 27001, 10+ ISMS, multiple CMMI, ISO 20000 initiatives  Served close to 90 clients so far  Endorsed education provider for IIBA, Canada  100% key client repeat rate

3. Experience World Class Processes!© Adaptive Processes Consulting Speaker Profile – LN Mishra  18+ years of IT and Consulting experience with various companies such as IBM, Infosys, PWC, iGate etc.  Certified ISO 9001, 27001, 20000 and BS 25999 Lead Auditor  Certified Project Management Professional from PMI, USA  Certified Scrum Master from Good Agile, USA  Certified Quality Analyst from QAI, USA (World Topper-Year 2000)  Implemented management systems for more than 25 companies  PGDM from IIM Ahmedabad and BE in Electronics and Communication  Current Role – Principal Consultant, Adaptive Processes Consulting

4. Experience World Class Processes!© Adaptive Processes Consulting Objectives of the Presentation  Discuss challenges associated with multi- model implementation  Best practices that the presenter learnt in his experience as a management system consultant  Question and Answer 4

5. Experience World Class Processes!© Adaptive Processes Consulting Standards and Standards….. 27001200001400118001 PCMM

6. Experience World Class Processes!© Adaptive Processes Consulting Changing over time  ISO 9001 – 1994, 2000, 2008  BS 15000 - ISO 20000 – 2005, 2011  CMM to CMMI – v1.0, 1.1, 1.2, now 1.3  BS 7799 – ISO 17799 – ISO 27001  ITIL – V2 then V3

7. Experience World Class Processes!© Adaptive Processes Consulting 7 Challenges So many audits? People recruited seem to have lesser experience day by day So many standards!!! They are changing Our systems are changing slower than our business needs How can we continually improve our delivery capability? So little time?

8. Experience World Class Processes!© Adaptive Processes Consulting Standards are order of the day  Competitive advantage in market place  Streamline their processes to achieve better Quality and Productivity  Customer requirements  Legal requirements  Address attrition issues 8

9. Experience World Class Processes!© Adaptive Processes Consulting Challenges faced  Too many requirements More than 2000 requirements 80+ processes 50 + policies 60+ data requirements 20+ trainings Numerous audits and assessments for projects.  Large effort needed in upkeep of the management system

10. Experience World Class Processes!© Adaptive Processes Consulting Challenges faced  Confusion of terminology “Document Control” in ISO 9001 becomes “Configuration Management” in CMMI, “Corrective and Preventive Actions” in ISO 9001 becomes ‘Causal Analysis and Resolution” in CMMI. Service continuity vs. Business Continuity  Projects face ever increasing demands on schedule, quality, productivity, staffing and attrition

11. Experience World Class Processes!© Adaptive Processes Consulting Causes behind the challenges  Each model implementation is a separate initiative  Viewing organizational processes from standard’s perspective 23 Processes for 23 Process Areas of CMMI Change management preocess – one for CMMI and one for ISO 27001  Difficulty in integrating multiple models/standards into one improvement program  Lack of comprehensive integrated data management system  Excessive emphasis on documenting and assessing processes  Bookish view of process implementation

12. Experience World Class Processes!© Adaptive Processes Consulting  Looking at the organization as a wholesome entity  Integrated Quality, Security, HR Management System  Simple systems  Integrated data management system  Cross-functional teams  Regular feedback from all stakeholders regarding process expectations and performance against them  Make policies and processes role and context based  Tailor processes as per complexity  Integrate all audits  eLearnings Best Practices

13. Experience World Class Processes!© Adaptive Processes Consulting 13 Integrated Process Model

14. Experience World Class Processes!© Adaptive Processes Consulting Pain is unavoidable, suffering is. Thank You! Any Questions?