Making of Stakeholders Delight[Durai] Duraideivamani Sankararajan PMP® | SCPM® | PRINCE2® Practitioner | CSM | ITIL® v3 (F).

Disclaimer: Views expressed here are my own and based on my experience / expertise in delivery excellence. Not representative of any organisation I was / am involved with.

Agenda

▪ Successful project completion Challenge

▪ PMBOK, Process Groups and Knowledge Areas

▪ Best practices in these Knowledge Areas

▪ Case Study and

▪ Key list of deliverables [Back up Slides].

Making of Stakeholders Delight

Successful Project Completion Challenge

� Project Failure is not an option, a reality !� ~ 55 % of Successful Projects - PM thought so � Stakeholders did not agree

� Only less than 40% of projects meet schedule, budget and quality goals

� Most analyses conclude that between 65% and 80% of IT projects fail to meet their objectives.

� Let us review ‘Best Practices’ in the� Making of Stakeholders Delight !

PMBOK from PMI [Project Management Institute]

� PMBOK – Project Management Body of Knowledge, is a guide, which presents a set of standard terminology and guidelines for project management, approved ANSI.

� PMI published Fifth Edition in 2013 and is the current version

� Provides guidelines for managing individual projects and defines PM related concepts.

� Recognises 47 processes that fall into five basic process groups and ten knowledge areas.

PMBOK – Process Groups

1. Initiating• Process performed to define a new project or a new phase

2. Planning• Process performed to define the scope, objective and actions

required to meet these objectives of the project

3. Executing• Process performed to complete the work planned to adhere to the

project specifications

4. Monitoring & Controlling and• Process performed to track, review and take corrective actions

5. Closing• Process performed to complete all activities of the project to

formally close the project or phase.

PMBOK – Knowledge Management Areas

1. Project Integration Management2. Project Scope Management3. Project Time Management4. Project Cost Management5. Project Quality Management6. Project Human Resource Management7. Project Communications Management8. Project Risk Management9. Project Procurement Management and10. Project Stakeholder Management.

Best Practices in Project Integration Management

• Review SoW / Contract / Project Charter• Document any concern you have and share with Stakeholders

• Conduct Project Kick-off Meeting• Finalise key stakeholders & commitments• Review estimation and project objective• Finalise project scope, requirements and deliverables• Finalise verification and validation methodology• Finalise project governance model• Finalise RACI Matrix• Present high level risks

• in Kick-Off meeting, review and obtain sign-off.

• Conduct Project Closure Meeting [lessons learnt].[PS: are not so commonly practiced activities]

Best Practices in Project Scope Management

• No Open ended or Vague Requirement• Keep target environment in mind, always• Prepare Bi-directional traceability doc

• Requirements through Test Cases & back

• Customer to develop UAT cases• Project team should not prepare

• All CR’s thro’ Change Control Board• Involve business / end-user team from day one• Present demo / proto-type early in the project• Project Exit Criteria to be sign-off.

Best Practices in Project Time Management

• Estimation should be reviewed by PM• Any concerns to be taken up with Stakeholder• Plan and budget rework after Quality Control• Plan time for process improvement• Plan for learning curve & training• Key stakeholders agree to revised estimation

• Project Plan should be baselined• Reviewed and approved by all key stakeholders• Without baselining, project should not be continued

• Exit Criteria for each milestone• Look-ahead and Retrospect meetings / reviews

• For each milestone.

Best Practices in Project Cost Management

• Project Cost Base lining• Cost for each milestone is defined

• Cost Variance, Milestone-wise published• Weekly, Monthly, Quarterly / Steering Committee Reports

• Budget to be made available for • Contingency and• Risk Response.

Best Practices in Project Quality Management

• Quality Requirements sign-off • Robust Verification & Validation Process• Plan and budget rework after QC• Test Cases Should be developed• Customer to write UAT cases• Exit Criteria for each test phase defined• Captured Quality Metrics to be analysed

• Corrective Action to be taken up for process improvement

• Checklists to be available and religiously filled• Sign-off with customer on list of quality documents.

Best Practices in Project HR Management

• NO Over Confidence & heroism• Establish R & R and Authority• Review Skillset requirement• Every one commits ownership• Identify Human Resources related Risks

• Work out Risk Response & Mitigation Plans

• Commit to enhance project team’s skills• Helps to keep project team motivated• Work with every one in the project team for career development

• Share periodic feedback – Feedback is key to success.

Best Practices in Project Communications Management• Effective Communication may change this issue

• Network with all key stakeholders• KISS–‘Keep it Simple’ Communication• Communication Matrix

• To be reviewed monthly, so that it is current

• Capturing Lessons Learnt• After every milestone completion• In the Project Closure phase• Communicated to all stakeholders and project team.

Best Practices in Projects Risks Management

• Budget for contingency, risk response• All major Risks/Issues should be addressed• Risks and Issues List to be reviewed

• In every status review meeting• Should be one of the Project Management activities• Entire team member & key stakeholders participate• Adequate time and effort to be budgeted• All key stakeholders to review Risks / Issues Register.

Best Practices in Project Stakeholders Management

• Governance Structure from day one• Network with all key stakeholders• Stakeholders are involved start-to-end

• And in agreement throughout

• Successful delivery is ‘All Hands on Deck’

• Periodically review Stakeholders List• New changes / promotions triggers updates• Impact of Stakeholder might have changed

• Each Stakeholder’s role is defined and understood• Transparent communication with every stakeholder• Project Success Criteria is approved.

Case Study of a Successful Project – Delightful Stakeholder� Siebel CRM implementation for a leading financial company, USA

� Requirements validated with business users � Proto-type / demo of solution presented to customer

� Revision in scope / requirements administered through CCB� Stakeholders’ R&R made clear and involvement from day one� Stakeholders participated closely in each milestone and reviews� UAT cases developed by customer and reviewed by project team� Clear Exit criteria for each milestone and project defined� All quality metrics analysed for process improvement, each phase

� Recommendations implemented, tweaking process as required� Training Plan for project team and end-user put in place� Look-ahead meetings, in advance of next milestone

� ‘All hands on deck’ – internal & external stakeholders� Leading to successful completion and delighted stakeholders.

THANK YOU !!![DURAI

durais@yahoo.com]

Back-up / Reference Slides

Key Deliverables in Project Integration Management� Project Charter, if not available already� Project Management Plan [not .mpp file]

� Communication Management Plan� Cost Management Plan� Human Resources Plan� Procurement Management Plan, as applicable� Quality Management Plan� Requirements / Scope Management Plan� Risk Management Plan� Schedule Management Plan� Stakeholders Management Plan

� Change Requests Register� Risks / Issues Register� Lessons Learnt Document.

Key Deliverables in Project Scope Management� Scope Management Plan� Requirements Management Plan� Requirements Document� Bi-traceability Document [Requirements through Test Cases]� Change Requests Register� Deliverables Register.

Key Deliverables in Project Time Management� Schedule Management Plan� Baselined detailed project plan

� Milestones clearly defined� Exit Criteria for each Milestone defined & agreed upon� Retrospect Meetings Schedule� Look Ahead Meetings Schedule.

Key Deliverables in Project Cost Management

� Cost Management Plan� Cost Performance Baseline

� Cost for each Milestone clearly defined� Weekly, Monthly, Quarterly / Steering Committee Reports

• Reviews should focus on Cost Variance Analysis.

Key Deliverables in Project Quality Management� Quality Management Plan

� Metrics Collection, reviews and course correction� Verification and validation approach finalised

� Metrics Collection Template� Test plans and test cases.

Key Deliverables in Project HR Management

� Human Resources Plan� Project Team Training Plan

� Hardware / Software training� Soft skills training – viz. Cultural barrier, etc.

� Project Team Induction Plan� Project Team Performance Evaluation Report� RACI Matrix� Project Team Transition Plan.

Key Deliverables in Project Communications Management

� Communications Management Plan� Status Reports

� Weekly Review Status Report� Monthly Review Status Report� Quarterly / Steering Committee Review Report

� Each of these report to display OPEN issues / points� Minutes of Meeting with Actions, for these meetings

� Project Team Induction Plan� Project Team Performance Evaluation Report� Lessons Learnt for future reference, during project closure

� Communicated to every Stakeholder.