A Systemic Approach to Re-inforce Development and Operations Functions in Delivering an Organizational Program

Business environment is dynamic and volatile. Changes are due to strategic factors like growth, regulations, mergers & acquisitions, diversification, geo-politics and business innovations etc. Sometimes change or innovation could be technology led also. For any business change or innovation to be deployed in practice, it must be developed (built) and operationalized and run as business as usual (BAU). This paper presents a systemic design based on Systems engineering and cybernetics principles. A systemic approach was adopted to re-inforce and establish connect between development and operations functions in delivering an organizational program of customer contact transformation.This paper also leverages experience of deploying the same to overcome the challenges of lack of collaboration between Development and Operations silos in delivering changes in programs. This systemic model described here was implemented successfully for enhancing synergy of Development and Operations functions of a customer contact program of a major telecommunications services provider in the EMEA (Europe, Middle East and Africa) region operating in more than ten markets. Key stakeholders from DevOps were involved during the surveys conducted and assessment done. The approach involved discovery, diagnosis and design iterations in onsite and offshore model. It also presents a case, which deployed this approach, provides conclusion and future direction. Results of application of above approach to address the problem are also illustrated. The approach helped in reinforcing collaboration between the DevOps resulting in enhanced synergy, productivity and reduced time to market of telecom products and services considerably.