10-pmp_project comm management_pmbok_v4.pdf
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PMP Examination Preparatory Course
Topic: Project Communication Management
Version 4.0
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©2009 Capgemini - All rights reserved 1
PMP Workshop | Financial Services All work described was performed by Capgemini or a Capgemini affiliate
Communications Management
Stakeholder Analysis
Expert J udgment
Communication Methods
Stake Holder Register
Distribute Information
Issue Logs
Stakeholder Management Strategy
Communication Methods
Performance Reports
Hot Topics
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©2009 Capgemini - All rights reserved 2
PMP Workshop | Financial Services All work described was performed by Capgemini or a Capgemini affiliate
Communications Management
Processes required to ensure timely and appropriate generation, collection, distribution,
storage, retrieval and ultimate disposition of project information.
Project Communication Management process includes
1. Identify Stakeholders
2. Plan Communications
3. Distribute Information
4. Manage Stakeholder expectations
5. Report Performance
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Communications Management
ReportPerformance
Distribute Information
Manage Stakeholder
Expectations
PlanCommunications
IdentifyStakeholders
Closing
Monitor ing &
ControllingExecutingPlanningInitiating
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Identify Stakeholders
Process of identifying all people or organizations impacted by project, and documentingrelevant information regarding their interests, involvement and impact on project success.
Project stakeholders are persons and organizations that are
Actively involved in the project
Whose interests may be positively or negatively affected by the execution or
completion of the project May exert influence over project and its deliverables
Internal or external
May be at different levels and possess different authority level
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PMP Workshop | Financial Services All work described was performed by Capgemini or a Capgemini affiliate
Identify Stakeholders
Stakeholder analysis.
Expert judgment.
Tools and Techniques
Stakeholder register
Stakeholder managementstrategy.
Project Charter
Procurement documents. Enterprise environmental
factors
Organizational processassets.
OutputsInputs
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PMP Workshop | Financial Services All work described was performed by Capgemini or a Capgemini affiliate
Identify Stakeholders - Inputs
1. Project charter : Provides information about internal and external parties involved andaffected by the project.
2. Procurement documents : Required when project is result of procurement activity orbased on an established contract.
3. Enterprise environmental factors :
Organizational or company culture and structure Government or industry standards
4. Organizational process assets :
Stakeholder register templates
Lessons learned from previous projects
Stakeholderregisters from previous projects
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PMP Workshop | Financial Services All work described was performed by Capgemini or a Capgemini affiliate
Identify Stakeholders – Tools & Techniques
1. Stakeholder analysis :
Technique of systematically gathering and analyzing qualitative and quantitativeinformation.
To identify and relate the interests, expectation, and influence of the stakeholders tothe purpose of the project.
Steps in stakeholder analysisStep 1 : Identify all potential stakeholders and relevant information pertaining to projectstakeholders.
Step 2 : Identify the potential impact or support each stakeholder can generate andclassify them so as to define an approach strategy. Classification models available but not
limited to are: Power/Interest grid, Power/Influence grid, Influence/Impact grid, Salience model.
Step 3 : Assess stakeholder behavior in order to plan how to influence them to enhance theirsupport and mitigate potential negative impacts
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Identify Stakeholders – Tools and Techniques
2. Expert J udgment
• Involves groups or individuals with specialized training or knowledge. Example: SME in business orproject area, Industry group and consultants, Project Manager who have worked on projects insame area, Professional and Technical associations, etc.
• Can be obtained through individual consultations (one-to-one meetings, interviews, etc.) or througha panel format (focus groups, surveys etc.)
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Identify Stakeholders - Output
Potential Strategies Assessment of ImpactStakeholder Interest in the projectStakeholder
1. Stakeholder register : Contains all details related to identified stakeholders like
Identification Information – Name, Location, Role in projectAssessment Information – Major Requirements, Expectations, potential influenceClassification Information – Internal/External
2. Stakeholder Management strategy : The stakeholder management strategy definesan approach to increase the support and minimize negative impact of stakeholders throughout the project life cycle.
Sample stakeholder analysis Matrix given below
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Plan Communications
Plan communications is the process of determining the project stakeholder informationneeds and defining a communication approach.
It Includes
Who needs what information ? When they will need it ?
How it will be given to them ?
By whom ?
Effective communication means that the information is provided in the right format at the
right time and with the right impact.
Efficient communication means providing only the information that is needed.
Plan Communications process is tightly linked with enterprise environmental factors, sinceorganization’s structure will have a major effect on project’s communication requirements.
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Plan Communications
Communicationsrequirements analysis
Communicationtechnology
Communication models
Communication methods
Tools and Techniques
Communicationmanagement plan
Project documentupdates
Stakeholder register
Stakeholder Managementstrategy.
Enterprise Environmentalfactors.
Organizational process
assets.
OutputsInputs
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Plan Communications – Inputs
1. Stakeholder Register : Discussed earlier in Identify Stakeholder process.
2. Stakeholder Management strategy : Discussed earlier in Identify Stakeholder process.
3. Enterprise environmental factors : All enterprise environmental factors are used asinputs in this process.
4. Organizational process assets : Lessons learned and historical information are of particular importance.
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Plan Communications – Tools & Techniques
1. Communications requirements analysis :
•Determines the information needs of the project stakeholders.
•These requirements are defined by combining the type and format of information needed with ananalysis of the value of that information.
•Includes determining and limiting who communicates with whom.
Calculating number of communication channels
Number of communication channels = n × (n-1)/2 where “n” is the number of stakeholders
Example: with 5 stakeholders No. of channels which will exist are = (5× 4)/2 = 10
2. Communication technology :
•Used to transfer information back and forth among project stakeholders.
•Factors that can affect the project include Urgency of the need for Information, Availability of technology, expected project staffing, duration of the project and project environment.
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Plan Communications – Tools & Technique.
3. Communication Models : A basic model of communication shown below demonstrateshow information is sent and received between Sender and Receiver.
Sender Receiver
Encode
Decode
Decode
Encode
Message
Feedback - Message
MediumNoise
Noise
Basic communications model
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Plan Communications – Tools & Techniques Contd.
4. Communication methods : It can be broadly classified as
Interactive communication
Multidirectional exchange of information e.g. Video conference
Push Communication
Sent to specific recipients who need to know the information.
Doesn’t certify that it actually reached or was understood . E.g. memos.
Pull Communication
Requires recipients to access the communication content at their own discretion.
Used for Large volumes of information or for very Large audiences.
Project Manager decides what, how and when communication methods are to be used
in the project.
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Plan Communications – Outputs
1. Communication management plan includes:
• Stakeholder communication requirements
• Information to be communicated
• Reason, Timeframe, Frequency and person responsible for the distribution of the information.• Person responsible for authorizing release of confidential information.
• Resources allocated for communication activities, including time and budget.
• Flow charts of information flow in the project
• Escalation process. Etc.
Communication management plan is a subsidiary of the projectmanagement plan
Communication management plan is a subsidiary of the projectmanagement plan
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Plan Communications – Outputs Contd..
2. Project document updates
• Updates to project documents including but not limited to
− e.g. Project schedule,
−Stakeholder register and
− Stakeholder management strategy.
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Plan Communication – Question
Q. A project team has 5 members including the project manager. A new member joins theteam. The increase in number of communication channels is?
a. One
b. Tenc. Fifteen
d. Five
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Distribute Information
It is the process of making relevant information available to project stakeholders as planned.
Effective information distribution includes ( some examples)
• Sender – receiver models
• Choice of media
• Writing style
• Presentation technique
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©2009 Capgemini - All rights reserved 20
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Distribute Information
Communication methods
Information distribution
tools
Tools and Techniques
Organizational processassets (updates)
Project Management plan
Performance reports
Organization processassets
OutputsInputs
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Distribute Information – Inputs
1. Project Management plan : Communication management plan included in project
management plan details stakeholder communication needs, channels of distribution,periodicity of distribution etc.
2. Performance Reports : Used to distribute project performance and status information.Should be as precise and current as possible.
3. Organization process assets :• Policies, procedures and guidelines regarding information distribution.
• Templates
• Historical information and lessons learned.
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Distribute Information – Tools and techniques
1. Communications methods : Individual and group meetings, video and audio conferences,computer chats, and other remote communications methods are used to distributeinformation.
2. Information distribution tools :
•Hard and Soft copies
•Electronic communication and conferencing tools.
•Electronic tools for project management.
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Distribute Information – Outputs
1. Organization process assets (updates)
• Stakeholder notifications about resolved issues, approved changes
• Project Reports – Formal and informal project reports detail project status, issue
• logs, closure reports, etc• Project presentations.
• Project Records – Correspondence, memos, reports, and documents describing
• the project
• Feedback from stakeholders
• Lessons learned documentation
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Manage Stakeholders expectations
It is the process of communicating and working with stakeholders to meet their needs andaddressing issues as they occur.
Increase the likelihood of project acceptance by actively managing stakeholderexpectations
Proactive identification and addressing of concerns that have not become issues yet.
Clarifying and resolving issues.
Managing expectations helps to increase the probability of project success.
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Manage Stakeholders expectations
Communication methods
Interpersonal skills
Management skills
Tools and Techniques
Organizational processassets
Change request
Project Managementplan updates
Project document
updates
Stakeholder register
Stakeholder Management
strategy
Project Management plan
Issue Log
Change Log
Organizational processassets
OutputsInputs
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Manage Stakeholders expectations - Inputs
1. Stakeholder register : List of relevant stakeholders for the project (Discussed earlier inIdentify Stakeholder process)
2. Stakeholder management strategy : Defines the approach to increase the support andminimize the negative impacts of the stakeholder (Discussed earlier in Identify
Stakeholder process)
3. Project Management Plan : Communication management plan in Project Managementplan documents the identified and analyzed needs of stakeholders.
4. Issue Log : Used to document and monitor the resolution of issues.
5. Change Log : Used to document the changes that occurs.
6. Organization process assets : Assets like Organizational communication requirements,Issue management procedures, Change Control procedures and Historical Informationabout previous projects.
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Manage Stakeholders expectations - Tools and Techniques
1. Communication method : Method identified for each stakeholder in the communicationmanagement plan.
2. Interpersonal skills : Building trust, Resolving conflict, Active listening, etc.
3. Management Skills : Presentation skills, Negotiating, writing skills and Public speaking.
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Manage Stakeholders expectations - Output
1. Organizational Process assets updates : Cause of issues, reasoning behind correctiveactions and lessons learned
2. Change Request : Any Change request as a result of managing stakeholders.
3. Project Management plan updates : This is required when new or changedcommunication requirement are identified.
4. Project document updates : Documents that may be updated are Stakeholdermanagement strategy, Stakeholder register, issue log etc.
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Report Performance
Process of Collecting and distributing performance information.
Includes status reporting, progress measurement, and forecasting.
Involves periodic collection and analysis of baseline versus actual data.
Needs to provide information at an appropriate level for each audience.
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Report Performance
Variance analysis
Forecasting method
Communication methods
Reporting systems
Tools and Techniques
Performance reports
Organizational process
assets updates
Change requests
Project Management plan
Work performance
information
Work Performancemeasurements
Budget forecast
Organizational processassets
OutputsInputs
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Report Performance – Inputs
1. Project management plan : Contains the various baselines used to assess projectperformance
2. Work performance information : Information like deliverable status, Schedule progress
and costs incurred.
3. Work Performance measurements : Work performance information evaluates actualprogress compared to planned Progress.
4. Budget forecast : Provides information on the additional funds that are expected to berequired for the remaining work as well as estimates for the completion of total projectwork.
5. Organizational process assets :Report templates, Policies and procedures that definethe measures and indicators to be used, Organization defined variance limit.
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Report Performance – Tools and techniques
1. Variance analysis : After-the-fact look at what caused a difference between the baselineand the actual performance.
2. Forecasting methods : Predicting future performance based on actual performance todate. Different categories
− Time series methods
− Causal/econometric methods
− J udgmental methods
3. Communication methods : Status review meetings can be used to exchange and analyzeinformation about the project progress and the performance.
4. Reporting systems : A standard tool to capture, store, and distribute information tostakeholders about the project cost, schedule progress and performance.
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Report Performance – Outputs
1. Performance reports :
• Organize and summarize the information gathered.
• Present results of the analysis compared to the performance measurementbaseline.
• Common formats include bar charts, S-curves, histograms and tables
• Variance analysis, earned value analysis and forecast data is often included.
2. Organization process assets (updates) : Organization process assets that can be
updated includes but are not limited to, report formats and lessons learned
documentation.
3. Change requests : Any changes which gets generated as a part of project performance
analysis. These change requests are processed as ‘Recommended corrective actionsand Recommended preventive actions.
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Recap
Stakeholder Analysis
Expert J udgment
Communication Methods
Stake Holder Register
Distribute Information
Issue Logs
Stakeholder Management Strategy
Communication Methods
Performance Reports
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Review Questions Time
Review Questions