playbook: real people managing projects

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Service Innovation | Dr Shaun West Playbook:real peoplemanaging projects Visual project management – our solution to an old problem Shaun West, Renate Åkerhielm, Hannes Felber May 2016 Dr Shaun West

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Service' Innovation'|'Dr'Shaun'West

Playbook:)real)people)managing)projects)From)developing)the)idea)to)measuring)success)Business)and)design)working)together)to)find)a)better)way)to)lead)projects))Inspired)by)‘Design)Thinking’)and)‘Agile)Project)Management’)to)create)a)“Visual)Project)Management”)framework)) ))Authors:)Renate)Akerhielm,)Hannes)Felber)and)Shaun)West)!! !! !

Playbook:)real)people)managing)projects

Visual'project'management'– our'solution'to'an'old'problemShaun'West,'Renate'Åkerhielm,'Hannes'Felber

May'2016

Dr Shaun'West

Service' Innovation'|'Dr'Shaun'West

Playbook:'real'people'managing'projectsThe)authors)and)the)Chief)Idea)Killer

Renate'Åkerhielm,'Chief'Idea'Promoter'[email protected]

Shaun'West,'Chief'Idea'Builder'[email protected]

Hannes'Felber,'Chief'Idea'[email protected]

Service' Innovation'|'Dr'Shaun'West

OutlineProject)management)has)become)a)painful)administration)process

What'did'we'see'as'the'problem?

What'do'others'say?

What'do'’users’'think'and'say?

The'playbook'is'our'attempt'to'focus'on'project'management'and'ensure'that'nonTspecialists'are'able'to'deliver'projects'efficiently'and'effectively'

Our'solution:'a'project'management'playbook

Service' Innovation'|'Dr'Shaun'West

WHAT)DID)WE)SEE)AS)THE)PROBLEM

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemProjects)are)poorly)defined

What'is'the'problem'and'what'is'the'desired'outcome?

T What'is'the'difference' between' the'aim,'objectives'deliverables,' milestones,' work'streams'and'tasks?

T The'customer'does'not'know'what'they'want!

T Why'don’t'they'tell'us'what'they'want?

24)page)document)– no)project) title

http://www.slideshare.net/Sam

uel90/projectTcharterT4397483

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemWhat)is)a)project)plan?

What'are'the'measures'of'success'for'the'project?

T The'project'plan' is'not'just'the'schedule'or'Gantt'chart

T MS'Project'is'not'the'project'plan

T Creating' the'schedule' too'soon'means'we'focus'on'the'detail' rather' than'the'project'outcome

T The'plan'sits'hidden' from'view

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemProject)documentation)and)process)is)more)important)than)the)project)outcome

What'is'the'minimum'we'need'to'do'at'each'stage?

T Project'management' process'and'documents'become'more'complex' over'time

T Project'templates' try'to'cover'all'bases

T We'end'up'with'a'missTmatch'of'documents

T We'use'process' for'large' complex'projects' for'simple'projects

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemProgress)meetings)become)ineffective

How'do'we'get'review'meetings'to'focus'on'the'real'outcomes?

T Bogged'down'in'detail

T Loss'of'focus'on'the'aim'and'objectives

T Lack'of'understanding' of'dependencies

T Reporting' upward'rather' than'sharing'with'team'

T Focus'on'the'negative' and'pass'the'buck…

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemProject)are)not)closed)out)

How'can'we'be'more'open'with'the'project'close'out?

T Unwilling' to'share' lessons'learnt

T No'budget' to'pull'the'team'together

T Moving'to'the'next'project…

Service' Innovation'|'Dr'Shaun'West

WHAT)DO)OTHERS)SAY?

Service' Innovation'|'Dr'Shaun'West

What'do'others'say?NASA)has)a)project)management)problem)and)are)trying)to)find)better)ways)to)work

How'do'we'simplify'their'project'management'processes'and'make'it'more'effective?

MIT)SLOAN)MANAGEMENT)REVIEW)http://mitsmr.com/1EkWUru'

Service' Innovation'|'Dr'Shaun'West

What'do'others'say?'Twentyeighty’s list)of)top)trends)in)project)management

T The'need'for'design' thinkers'

T The'significance' of'portfolio'and'program'management'

T Diversity' matters'

T Colocation,'global' teams'and'distributed' work'

T The'spread'of'into'nonTPM'arenas'

T The'permanency' of'agile'project'management

T Broadening' strategic' role'of'the'project'manager'T Turn,'turn,'turn'— the'fundamentals' of'change'management'

T Mastering' modernTday'complexity'T Upskilling' talent'

How'can'we'learn'to'deal'with'these'challenges?

Service' Innovation'|'Dr'Shaun'West

What'do'others'say?'We)need)both)creativity)and)discipline)to)deliver)projects

How'do'we'balance'these'to'opposing'requirements?

Service' Innovation'|'Dr'Shaun'West

WHAT)DO)’USERS’)THINK)AND)SAY?

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemStudents)input)T overview

T Confusion'with'expectations

T Roles,'what'is'expected' from'a'project'manager?

T Dealing' with'uncertainty/change

T How'to'plan'when'you'don’t'have'all'the'answers?

T Is'a'project'more'than'a'Gantt'chart?T Dealing' with'creativity' and'project'discipline

How'do'we'make'it'easier'for'novices'to'deliver'projects'successfully?

Most confusing with PM is to understand correctly what the customer needs and what he expects from us.

…it is analogous to orchestra conducting. To manage all the available resources in order to deliver what our customer needs and to create value…

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemStudents)input)T visuals

How'do'we'make'it'easier'for'novices'to'deliver'projects'successfully?

Project Aim

The aim is to design a performance cockpit

infrastructure and interface based on creating

customer value. It should be cloud based with

an interactive view which runs on different

(mobile) devices. This cockpit should bring

benefits (faster problem solving process and

forecasting ) for the customer (customer

process thinking) and Bystronic in the Industry

4.0 revolution and should be easy and simple

to use.

Project Objectives

Cockpit Concept

Customer Feedback: Integration and Testing

Information and Interface Requirements of

the Customer (specific to OEE/CPE

standards)

Design of Service and Infrastructure to

support above Requirements

Deliverables & Workstreams

W3 Time Plan

W4 Literature Research

W4 Cockpit Mock-up

W5 Personas & Project Idea Canvas

W6 Customer process & Customer Journey:

Service Blueprinting

W8 Customer requirements

W10 Concept Draft

W12 Final Concept

W14 Business Plan (customer value &

benefits)

W15 Final Documentation

W15/16 Final Poster & Flyer

project effectiveness

project efficiency

Organisation Promoters/Opponent

influence

- +

HSLU

Risks (Top five)

Not knowing the risks-Not fully understand what is expected from

the project

-

Just working on project without

documentation

-

Too less meetings with customers-Losing time with graphical perfection

(although CI/CD is not created from

Bystronic side)

-

Bystronic

Shaun West Ronald Egli

Stefanie Hirsiger

week 4 - Visualisation Mock-upInput of GUI from Petra Müller

Revision of Cockpit Mock-ups > Create

Basis Template

Literature Research: User Interface, User

Experience

Repetition of Service Innovation

Document Literature Research

week 5 - Customer Need (internally)Customer Need (internally)

User, Task & Context Analysis

Personas & Scenarios

Update Project Idea Canvas

Testing Mock-up

Document Mock-up-Phase

Day off work Thursday & ill

week 6 - Data Requirements Data Requirements (to fulfill needs)

Customer Process & Customer Journey:

Service Blueprint

Testing Mock-up

Document Customer process & Customer

journey

Day off work Tuesday

week 7 - Data Infrastructure (Requirements)Data Infrastructure (Requirements)

Analysis of where does the data come from

Testing Mock-up

week 8 - User Interface User Interface (Evaluate Customers'

Requirements)

Design Interface with Mock-up

Document Data/Customer Requirements

Preparation Kundenworkshop Cockpit

Mid-term presentation

week 9 - Concept Draft Design Interface with Mock-up

Concept Draft (Cockpit Storyboard)

Design Storyboard with Interface

week 10 - Concept Draft Concept Draft (Cockpit Storyboard)

Design Storyboard with Interface

Document Concept Draft

week 11 - Verification of Concept Verification of Concept (Internal Customers)

Testing Interface

Day off work Thursday

week 12 - Concept: Final Storyboard Concept: Final Storyboard (BlechExpo 2016)

Document Concept

week 13 - Business Plan: Finalise Customer Value and BenefitsBusiness Plan: Finalise Customer Value and

Benefits

week 14 - Business Plan: Finalise Customer Value and BenefitsBusiness Plan: Finalise Customer Value and

Benefits

Feedback and Evaluation

Document Business Plan

Documentation: Proof Reading

Day off work Thursday

week 15/16 - Documentation & FinalisationDocumentation: Proof Reading

Correction

Print Documentation & Burning CD

Create Poster & Flyer

Proof Reading: Poster & Flyer

Myself

Bystronic

Shaun West

week 1 - IntroductionSystem Analysis

Internal Training: Product Training Laser

Literature Research: OEE

Research of Visualising Data

Reading the "Lastenheft"

week 2 - Literature ResearchInternal training: Global Marketing, Project

Cockpit, Remote/Predictive Maintenance, Big

Data

Identify Stakeholder (Workshop Bystronic)

Literature Research: UI, UX, Industry 4.0

week 3 - Project ManagementInternal Training: Remote Maintenance

for Hotline

Visualisation of Cockpit: First

Drafts/Mock-ups of How Leading the

Customer Through the Cockpit

Time Plan

Project Idea Canvas: Update it based on

stakeholder

Literature Research:Usability

means that the task is delayed

Time Plan (Project Canvas)Dienstag, 8. März 2016

09:06

Project Management (Project Canvas) Seite 1

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemStudents)input)– individual)responses

How'do'we'make'it'easier'for'novices'to'deliver'projects'successfully?

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemStudents)input)– individual)responses

How'do'we'make'it'easier'for'novices'to'deliver'projects'successfully?

Service' Innovation'|'Dr'Shaun'West

What'did'we'see'as'the'problemSome)managers)express)dread)with)managing)projects

How'can'we'make'managing'projects'intuitive?

T We'have'more'and'more'nonTprofessional'project'managers'managing' projects

T The' tools'we'have'don’t'deal'well'with'change

T We'make'a'plan'and'put'it'into'the'draw

T Project'management' is'about'control'and'reporting

T Our'people'don’t'understand'delivery' and'budgets

http://goo.gl/ZJ0lMB

Service' Innovation'|'Dr'Shaun'West

OUR)SOLUTION:)A)PROJECT)MANAGEMENT)PLAYBOOK

How)does)this)book)work?))

5!

!

How*does*this*book*work?*The!project!value!chain!used!in!this!book!is!shown!in!Figure!3;!this!is!a!value!chain!that!takes!you!from!the!idea!stage!to!the!close!of!the!project.!!It!is!a!good!way!to!ensure!that!you!deal!with!key!issues,!like!communication,!reporting!and!project!organisation!that!recur!throughout!the!life!of!the!project.!!!

This!approach!assumes!an!iterative!process!involving!the!endAuser!(or!the!customers)!at!all!stages.!!This!book!promotes!openness!toward!external!changes,!and!dynamic,!flexible!and!adaptive!mindsets:!

•! throughout!the!project!•! in!all!processes!•! within!the!team.!

!Figure'3'The'idealised'project'value'chain'showing'loops'(or'iterations)'between'and'within'different'phases'

Why!is!this!helpful?!!Projects!often!work!through!these!four!phases,!although!not!always!as!clearly!as!described!here!as!phases!can!be!mixed,!particularly!during!the!idea!and!create!phases.!

Each!phase!in!this!book!comes!with!a!canvas!that!we!have!developed!to!help!ensure!that!the!outcomes!of!each!phase!can!be!achieved.!!!

The!book!uses!the!concept!of!the!Chief!Idea!Killer!(CIK)!as!the!persona!of!the!person!who!wants!to!stop!your!project.!!The!approach!taken!is!to!disarm!the!CIK!

–!by!staying!under!the!radar,!by!visibly!promoting!your!project!or!by!providing!you!with!the!route!to!argue!your!case!for!your!project!directly!with!the!CIK.!

The!design!of!the!canvases!allows!you!to!print!!a!downloadable!copy!them!out!A3!(or!bigger)!and!to!post!them!in!your!work!area.!!Think!BIG!and!VISUAL!!

Phase*1*–*idea*The!first!phase!covers!idea!generation!(or!ideation).!!This!phase!is!often!fun!and!runs!under!the!radar,!although!in!more!enlightened!organisations!it!is!considered!normal!business.!!It!is!important!to!remember!that!the!steps!may!be!in!different!orders!depending!upon!the!situation.!!The!outcomes!expected!here!are!to:!

•! identify!the!problems/opportunities!•! test!your!concept!or!identify!the!route!cause.!

Your!deliverable!from!this!phase!should!be!a!proposal!based!on!the!customer!value!proposition.!Figure!4!provides!an!overview!of!the!main!steps.!

!Figure'4'Using'the'customer'value'proposition'to'present'your'idea''(based'on'Osderwald,'2014)'

Service' Innovation'|'Dr'Shaun'West

Our'solution:'a'project'management'playbookIdea:)what)is)the)problem)and)the)possible)solutions

Consider'the'problemTsolution'fit'and'share'your'vision

Basics

T We'need' to'understand' the'problem

T We'can'then'develop' a'solution

T Can'you'describe' the'value'proposition'clearly?

Communication

T What'should'we'communicate,' to'whom'and'when?

Reporting

T What'is'the'appropriate' level'of'reporting?

Team

T Who'should'be'in'the' team

T What'do'the'team'members'do?

Finding)the)right)idea)for)your)project))

14!

!

!Finding*the*right*idea*for*your*project*

!This!chapter!deals!with!developing!and!defining!ideas!into!a!form!that!your!customer!will!like.!!This!can!be!a!critical!time!as!ideas!are!very!fragile!and!they!need!to!be!looked!after!carefully!and!protected.!

What'the'Chief'Idea'Killer'is'looking'for'

!

“we#tried#this#before#and#it#did#not#work…”#

“you#need#more#analysis…”#

“your#ideas#are#not#clear…”#

“your#team#is#not#aligned…”#

“but#we#have#a#mature#market…”!

!!

Top!defences!

•! Make!personas!for!your!end!users!and!make!sure!you!understand!the!personas’!needs!and!problems.!

•! Carefully!ideate,!prototype!and!market!test!your!idea.!•! Make!sure!you!solve!the!persona’s!problem!but!understand!the!

boundaries!of!your!idea.!•! Know!who!supports!your!project!and!idea!find!out!what!has!been!done!

before.!•! Gain!insight!on!competitors!in!the!market!and!your!position!in!the!

market!segment.!•! Continuously!communicate!with!all!stakeholders.!!

!

Lessons!from!experience!

•! If!someone!says!“no”!they!must!add!“because”!•! Always!give!feedback!when!you!involve!others!•! Never!criticize!•! People!hardly!ever!prepare!–!so!assume!zero!!

!Figure'16'The'idea'phase'in'detail'

This!phase!considers!how!to!convert!your!initial!idea/problem!into!a!detailed!customer!value!proposition!where!the!customer!is!put!first.!!Firming!up!your!idea/problem!into!a!wellAdefined!idea!is!an!iteration's!task!of!“identify,!find,!create”.!!We!have!split!the!process!up!into!the!following!parts:!

•! identify!the!endAusers!and!customers!•! find!their!outcomes!•! identify!their!pains!and!gains!•! find!ways!to!minimise!the!pains!and!maximise!the!gains!•! identify!the!impact!on!customers!!•! create!some!ideas!of!how!you!might!deliver!what!is!required!•! how!do!you!know!if!the!idea!is!marketable?!

You!will!need!to!return!many!times!to!your!endAusers!to!get!the!full!insight!into!what!they!need.!!You!can!prototype!and!test!here!to!improve!your!understanding!and!your!idea.!!!

25%'of'the'project'duration

Service' Innovation'|'Dr'Shaun'West

Service' Innovation'|'Dr'Shaun'West

Our'solution:'a'project'management'playbookCreate)the)project)and)how)you)will)deliver)it

Remember'that'a'plan'is'only'a'best'guess

Basics

T Clear'aim,'3T5'objectives' and'deliverables

T Team'and'interfaces

T Schedule' with'work'streams,'effort'and'spend

T Risk!

Communication

T What'should'we'communicate,' to'whom'and'when?

Reporting

T What'is'the'appropriate' level'of'reporting?

Team

T Who'should'be'in'the' teamT What'do'the'team'members'do?

Creating)projects)with)impact))

24!

!

!Creating*projects*with*impact*

This!chapter!is!designed!to!help!you!to!create!your!project!from!your!customer!value!proposition!canvas.!!Most!of!the!work!here!is!based!on!creating!the!‘normal’!project!plan.!!The!aim!has!to!be!to!drive!the!creativity!of!your!team!rather!than!to!drive!them!to!despair!with!over!analysis!and!over!planning.!!The!final!plan!you!create!must!be!flexible!and!adaptive.!

What'the'Chief'Idea'Killer'is'looking'for'

!

“your#project#is#poorly#defined…”#

“we#tried#it#before…”!

“there!are!no!measurable!objectives…”!

“you!have!no!project!risks…”!

“your!schedule!is!too!optimistic…”!!

!

Top!defences!

•! Clearly!define!the!idea!and!market!test!it.!•! Understand!the!boundaries!of!your!idea.!•! Know!who!supports!your!idea.!!•! Find!out!what!has!been!done!before.!!

!

!

Lessons!from!experience!

•! Draft!clearly!using!straightAforward!English.!•! Be!concise.!•! Be!as!detailed!as!needed!–!not!going!into!the!same!detail!at!all!levels.!

So!now!you!have!a!good!idea!and!you!need!to!convert!it!into!a!project.!!Often!organisations!use!terms!like!“project!charter”!to!define!the!project.!!All!too!often!they!run!into!100s!of!pages!and!are!poorly!described.!!This!does!not!support!effective!and!efficient!communications.!

!Figure'30'The'create'phase'in'detail'

The!project!definition!in!this!book!is!based!on!the!‘project!canvas’!and!is!shown!in!Figure!31.!!To!draft!the!canvas!you!will!need!to!complete!the!following!tasks:!

•! Confirm!the!context!of!the!project!•! Agree!the!title,!aim!and!objective!•! Check!the!available!resources!(including!the!budget)!•! Build!up!the!project!plan!(deliverables,!tasks,!resources/costs,!team!

structure!and!risks)!•! Agree!your!project!with!your!customer.!

These!tasks!are!in!addition!to!the!onAgoing!tasks!of!communications,!reporting!and!team!development!that!you!must!continue!to!do.!

10%'of'the'project'duration

Service' Innovation'|'Dr'Shaun'West

Service' Innovation'|'Dr'Shaun'West

Our'solution:'a'project'management'playbookDeliver)your)project)by)effective)sharing)of)status

We'often'focus'on'reporting'up'rather'than'sharing'what'we’re'doing

Basics

T 6'questions' to'be'asked'every'day

T Use'to'drive' the'project

T Any'team'member'can' (must)'use'the'red' flag

T How/when'do'we'review'a'project?

Communication

T What'should'we'communicate,' to'whom'and'when?

Reporting

T What'is'the'appropriate' level'of'reporting?

Team

T Who'should'be'in'the' teamT What'do'the'team'members'do?

Delivering)projects)with)impact))

34!

!

!Delivering*projects*with*impact*

!

This!chapter!is!designed!to!help!you!deliver!projects!for!internal!and!external!

customers.!!To!do!so!requires!directed!energy!to!ensure!that!work!is!done!on!

time!so!that!the!project!is!efficient!(to!time,!to!budget,!to!quantity)!and!

effective!(that!it!creates!customer!value).!!!

What'the'Chief'Idea'Killer'is'looking'for'

!

“your#project#is#late…”#

“your#project#is#over#budget…”!

“you!keep!changing!plan…”!

“you!have!many!problems…”!

“you!don’t!make!decisions…”!!

!

Top!defences!

•! Be!transparent!with!the!project!communications!–!don't!hide!

•! Have!formal!and!informal!communication!routes!

•! Ensure!that!the!team!share!the!project’s!status!!

Your!project!must!be!delivered!to!the!budget!with!the!resources!at!the!time!

you!agreed!and!to!the!quality!you!agreed.!!There!cannot!be!any!other!options.!!

This!is!about!delivering!to!expectations.!!!The!world!of!your!customer!may!

change.!Changes!require!you!to!agree!a!change!to!the!resources,!deliverables!

and!schedule.!!Agree!changes!but!always!make!sure!that!you!negotiate!–!if!

you!need!‘x’,!I!need!‘y’!–!and!manage!risks.!!The!rule!is!‘no!surprises’.!

To!help!you!deliver!the!project!you!already!have!the!project!canvas!–!this!is!

your!longArange!planning!tool.!!To!help!you!on!a!dayAtoAday!or!weekAtoAweek!

basis!the!project!status!canvas!works!as!a!more!detailed!tool!(Figure!47).!

Lessons!from!experience!

•! Keep!the!energy!level!up!–!weekly!or!daily!meetings.!

•! Share!the!good!and!learn!from!the!bad.!!

•! Keep!the!message!consistent.!

!

Figure'46'The'delivery'phase'in'detail'

The!canvas!is!a!very!simple!tool!that!helps!you!and!the!team!to!follow!up!on!

the!project.!!To!help!you!with!this!minefield!this!chapter!has!been!broken!up!

into!the!following!sections:!

•! creating!action!through!active!followAup!

•! looking!at!the!bigger!picture!

•! data,!information!and!action!

•! dealing!with!uncertainty!through!problemAsolving!

•! dealing!with!changes!

•! communications!

•! reporting!

•! team.!!! !

60%'of'the'project'duration

Service' Innovation'|'Dr'Shaun'West

Service' Innovation'|'Dr'Shaun'West

Our'solution:'a'project'management'playbookClose)your)project)and)share)the)lessons

We'often'forget'to'celibarate the'completion'of'a'project

Basics

T Did'we'deliver' what'the'customer'needed?

T Did'we'deliver' the'project'efficiently?

T What'would'we'do'next' time'differently?

Communication

T What'should'we'communicate,' to'whom'and'when?

Reporting

T What'is'the'appropriate' level'of'reporting?

Team

T Who'should'be'in'the' teamT What'do'the'team'members'do?

Closing)projects)with)impact))

40!

!

!Closing*projects*with*impact*

This!chapter!is!designed!to!help!you!to!close!your!project!out!successfully.!!This!is!very!often!forgotten!about,!often!‘we!are!too!busy!to!invest!time!in!this!unnecessary!work’.!!Once!you!hand!your!customer!the!final!deliverable!the!team’s!energy!is!lost!and!anything!additional!is!considered!a!‘cost’.!!This!chapter!will!help!you!to!get!value!from!this!project!phase.!

What'the'Chief'Idea'Killer'is'looking'for'

!

“your#project#finished#late…”#

“you#did#not#complete#the#project…”#

“your#project#cost#too#much…”#

“#Your#customer#did#not#like#your#project…”!

!

Top!defences!that!can!be!applied!

•! Close!out!the!project!both!internally!and!externally.!•! Share!a!project!success!story.!•! Post!the!outcomes!achieved.!•! Create!excitement!in!the!company!from!the!impact!of!the!project.!

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Lessons!from!experience!

•! Always!make!sure!you!close!the!project!with!the!team.!•! Share!what!you!have!all!learned.!•! Explain!the!highlights!and!learnings!to!each!team!member.!•! Make!sure!of!both!efficiency!(internal)!and!impact!(external!

effectiveness).!

You!must!consider!your!internal!and!external!stakeholders!and!provide!them!with!information!that!is!valuable!to!them.!!For!the!future,!you!must!also!share!the!project!learning!and!impact.!!Why?!!This!means!next!time!the!project!could!be!duplicated!quicker,!cheaper!and!with!higher!quality.!

!Figure'53'The'close'out'phase'in'detail'

This!phase!is!broken!up!into:!

•! Hard!facts!A!project!efficiency!and!customer!impact!•! Soft!facts!–!was!it!well!managed!and!what!would!we!do!different!next!

time?!•! Project!success!story!•! Communications!•! Reporting!•! Team.!

5%'of'the'project'duration

Service' Innovation'|'Dr'Shaun'West

Service' Innovation'|'Dr'Shaun'West

CLOSING

Creating)projects)with)impact))

31!!

Identify'risks'and'how'to'mitigate'them'

Highlighting!the!risks!for!a!project!is!a!very!positive!activity!to!do.!!The!team!must!be!engaged!in!this!process!as!the!project!is!only!as!strong!as!the!weakest!link.!!!First,!pick!up!the!risks!you!may!already!have!from!creating!the!schedules!and!dealing!the!detractors.!!List!them!on!PostAits,!an!example!is!given!in!Figure!42!showing!the!key!questions!that!have!to!be!asked.!

!! !Figure'42'A'Post'it'note'with'the'risks'and'the'mitigation'described'

Second,!check!that!the!likely!cost!of!mitigation!is!not!similar!to!or!larger!than!the!risk!you!are!trying!to!mitigate.!!This!does!happen!in!some!cases!and!it!is!better!to!face!the!risk!directly!(but!knowingly)!than!to!mitigate!or!reduce.!Third,!agree!on!your!risk!comfort!level.!!This!is!tough!and,!as!a!rule,!any!risk!that!has!an!impact!more!than!10%!of!the!days!required!or!cost,!or!has!more!than!25%!likelihood!should!have!a!new!task!associated!with!it.!!You!can!do!more!complex!calculations!(based!on!impact!x!likelihood),!although!for!many!projects!this!is!may!not!be!necessary.!!!Now!list!the!top!(5A7)!remaining!risks!on!your!project!canvas.!

Obtaining*your*customer’s*agreement*Once!you!and!your!team!think!the!project!is!sufficiently!well!defined!it!is!time!to!review!it!in!detail!with!your!customer.!!Although!you!may!take!you!three!reviews!on!the!project!canvas!until!you!are!happy.!The!formal!project!agreement/signAoff!is!often!done!with!101!PowerPoint!slides!–!this!is!very!inefficient!and!does!not!lead!to!customer!engagement.!Worse,!it!opens!up!the!project!to!the!CIK.!!So!what!is!the!best!way!to!get!the!customer’s!agreement?!!Talk!them!through!the!proposal!using!the!project!canvas!!

!Figure'43'Stand'up'meeting'with'the'customer'at'the'project'canvas'

Meetings'with'energy'create'results'

Use!your!project!canvas!as!the!way!to!get!agreement!on!your!project.!!Standing,!discussing!and!providing!people!with!pens!creates!an!environment!for!creativity.!!Sitting!

makes!people!play!with!their!phones!and!become!the!‘smart!kid!on!the!block’.!!!Drive#your#meetings#to#create#energy#–#show#the#passion#that#you#have#for#your#project!##If#you#have#no#passion,#then#don’t#do#the#project.#

First,!you!must!understand!your!customers.!!Know!who!will!be!at!the!meeting!and!plot!them!out!on!your!attractors/detractors!map.!!Understand!what!each!person!wants!to!see!and!know.!

Service' Innovation'|'Dr'Shaun'West

ClosingLink)to)our)book)– you)many)find)some)new)insights)and)tools

goo.gl/t4DpL6 T goo.gl/Ceit4d

Service' Innovation'|'Dr'Shaun'West

ClosingProject)management)needs)a)simpler,)more)active)approach)to)deliver)success

Our'project'management'playbook'is'way'we'drive'innovation'projects

Four'distinct'project'phases

We'need'to'send'more'time'framing'the'problem

we'need'to'learn'to'be'creative'and'disciplined

We'need'communication'and'sharing'rather'than'reporting

Service' Innovation'|'Dr'Shaun'West

Thanks)for)your)time!