managing project escalations webinar by kw3 consulting
DESCRIPTION
Complex initiatives have challenges. Often times, there will be project escalations. Project escalations are hopefully based on fact, rather than emotion. How you manage project escalations is critical to success. If left unaddressed, escalations can slow down projects and create chaos – causing bigger problems. Join your fellow colleagues to discover: - Why do escalations come about? - Should escalations be based on facts or emotions? - How to handle and avoid unnecessary escalations - Key steps to resolving escalationsTRANSCRIPT
www.kw3consulting.com
Managing Project Escalations
Webinar
October 9, 2014
Kirk Williams
• Complex initiatives are tough
• Many moving parts, multiple teams, stressful
• Senior Leaders wants it done, done well and HATE SURPRISES
• The Challenge – issues get escalated too early or too late.
• Early and Late Escalations are SURPRISES
• Today, we will talk about 5 strategies to help you manage early and late
escalations
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The Challenge
Logistics For Today’s Call
• The call is being recorded
• Copies of slides will be made available at the conclusion of the call
• We will have a couple of poll questions so be ready to answer
• Please enter your questions in the chat box at any time
• Tweet your comments during the call - #escalations
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Kirk Williams
• Founder & CEO - KW3 Consulting
• Management Consultant for 17 years
• Worked for Accenture Consulting for 13 years
• Started KW3 Consulting 4 years ago
• Managed multi-million dollar business and technology transformation initiatives
• Consulted with small, large and Fortune 500 companies. Some include Wells Fargo, Cisco, JPMorgan Chase, Callaway Golf
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Today’s Discussion
Types of Escalations
Discuss Each Type of
Escalation and Key Strategies
Case Study
Key Takeaways
and Wrap-Up
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Poll #1
I want to learn about who is on the call.
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Knowing Communication Styles
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Dominance – direct, strong-willed and forceful
Influence – sociable, talkative and lively
Steadiness – gentle, accommodating and soft-hearted
Conscientiousness – private, analytical and logical
Types of Escalations
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Pre-Mature Escalations
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• People have their own agendas
• People want to be the “hero”
• Additional unnecessary work
• Diverts attention from the required
activities to get the project done
Strategies
• CONSISTENT STATUS
REPORTING VIEW
• Regular checkpoints with
senior leadership
• Stay fact-based
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• Status on key
functionality
• Green / Yellow / Red
Heat map to
highlight problem
areas
• Quick and easy for
executive level to
understand current
status
Accurate Escalations
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• You are ahead of the curve
• Proactive and Preemptive
• You are in control
Strategies• Consistent Status
Reporting
• Trade-off Scenarios
• Senior Leadership
Checkpoints
• Program Management
Processes In Place
Late Escalations
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• Team member(s) have missed an
important milestone or
deliverable
• Team members tend to work in
silos – “siloed thinking”
• Miscommunication has occurred
among the team
Strategies
• Trade-off scenarios
(3 options)
• Acknowledge mistakes
• Consensus building
Trade-off Scenario Template
• 3 Options
• Various scope options
• Pros and cons for
each option
• Dependencies
# Option Revised Delivery Date Pros Cons Dependencies Recommend (Y/N)
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Trade-off Scenario Template
• Visual Option
• Resource Implications
• Proposed timeline
• Scope adjustments
Poll #2
What type of escalations have you dealt with most?
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Case Study
Client
• A regional financial services company in Southern California
• A business intelligence implementation project
Challenge
• Some client resources were very nervous and wanted to be the hero
• Unnecessary escalations occurred
• Midnight emails from the CEO
• Called to the CFO’s office for 7am
Solution
• Structured reporting process – consistent view
• Stayed fact based
• Repeated buy-in from executives.
• Need executives to make the time
• Understood who we were dealing with
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Key Takeaways
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Trade-off Scenarios
Consensus Building
Consistent Status View
Lead with the facts
Understand others
“Off The Gantt” Training Series
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• Escalations is just one piece of the
Advancing towards Program
Management
• Our “Off The Gantt” Training
Series coming up in December.
Email me for more details
• Full day interactive and engaging
session
• Followed up by 3 conference calls
- Coming in December 2014 -
Upcoming Webinars
• Thursday, November 13th @ 10am PST
• Thursday, January 18th @ 10am PST
• Thursday, February 12th @ 10am PST
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Thank You
• www.kw3consulting.com – updated blogs and case studies. Comment on our blog
• Follow us on LinkedIn - https://www.linkedin.com/company/kw3-consulting-llc
• Follow us on Twitter - https://twitter.com/KW3Consulting
• Please fill out the survey and give your feedback
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