project management + customer experience by @prakashswamy
TRANSCRIPT
![Page 1: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/1.jpg)
Project Management+
Customer Experience
An alternate perspective on projects, an easy to comprehend & simple to apply model to manage, ideas to elevate policing to partnership, insight into who the real customer is & how to elevate their experience to enchantment!
![Page 2: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/2.jpg)
![Page 3: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/3.jpg)
Thus Spake Wikipedia
Project Management is the process and activity of planning, organizing, motivating, and controlling resources, procedures and protocols to achieve specific goals in scientific or daily problems.
A project is a temporary endeavor designed to produce a unique product, service or result [1]
with a defined beginning and end (usually time-constrained, and often constrained by funding or deliverables),[2] undertaken to meet unique goals and objectives,[3]
typically to bring about beneficial change or added value.
अरे यार, just leave project mgmt to the
PMs :O
The long, convoluted & boring explanation of Project Management…
![Page 4: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/4.jpg)
So Much To Learn!
http://www.projectmanagement.com/Knowledge-Shelf/
http://www.sqa.org.uk/e-learning/ProjMan01CD/page_28.htm
http://www.slideshare.net/pm4dev/cfakepathcourse-fpm-092709
http://www.slideshare.net/bostonredsoxsux/project-management-9816448
There’s already tons of learning material on Project Management…
![Page 5: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/5.jpg)
What’s a Project?
Is everything in Life a Project?
![Page 6: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/6.jpg)
Who doesn’t like a Story!
Project Management insights from the eternally popular Tortoise & Hare tale…
![Page 7: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/7.jpg)
What if that Story too was a Project!
Participants’ reflection goes here…
![Page 8: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/8.jpg)
Project Lifecycle
There are many models to manage the project lifecycle…
![Page 9: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/9.jpg)
How to Manage any Project - a simple Model
Business Need Working Product
The easy to comprehend and simple to apply model – for any project in Life…
![Page 10: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/10.jpg)
Essence of Project Managementurposelanrepare
egulatoryequirementsesources
versightperationalutliers
udgeustifyoy
xtractxecutexpectationlarifyollaboratelosureroubleshootrainrack
Whatever be the project, here are the essentials to manage…
![Page 11: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/11.jpg)
Is there someone who can help me?
Ah, the poor PM!
What the Project Manager wants vs what (s)he gets…
![Page 12: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/12.jpg)
Forget RAG, Learn to Bag (a winner)
How to spot a winner – all the things that make a project successful…
![Page 13: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/13.jpg)
Hello (Delivery) Partner!
MSA
SOW
Work Order
Plan
SLA
Status Reports
Dashboard
Sign-off
Minutes
Repository
Dos, Don’ts & other stuff to assure consistent quality delivery…
![Page 14: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/14.jpg)
![Page 15: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/15.jpg)
Customer Experience
I’m global, organized into verticals,
horizontals, CoEs…
I know multiple Methodologies
I use several Tools
I have defined Processes
I utilize certified Resources
I leverage many Metrics
I Innovate & Collaborate
I SMAC my competition
I Don’t
Care.
Just deliver what I need!
What any service provider sells vs. what any customer needs…
![Page 16: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/16.jpg)
Customer’s Experience
What the...
Why are customer disenchanted with service providers…
![Page 17: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/17.jpg)
Who the…
Customer, Who?
DeliveryTeam
Customer Facing Team
Customer IT Team
Customer Business Team
Customer’s Customer
Who the real Customer is…
![Page 18: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/18.jpg)
You, the Customer!
What happens when you are the customer…
![Page 19: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/19.jpg)
What’s Your Experience!
What’s your experience as a Customer – exasperating or enchanting…
![Page 20: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/20.jpg)
Customer Experience!
“You may never know what results come of your action, but if you do nothing there will be no result.”
“If I have the belief that I can do it, I shall surely acquire the capacity to do it even if I may not have it at the beginning.”
“Live as if you were to die tomorrow. Learn as if you were to live forever.”
“The difference between what we do and what we are capable of doing would suffice to solve most of the world’s problem.”
“An ounce of practice is worth more than tons of preaching.”
“A ‘No’ uttered from the deepest conviction is better than a ‘Yes’ merely uttered to please, or worse, to avoid trouble.”
“Be the change you want to see in the world.”What Mahatma said about Customer and his ideas to transform experience to enchantment…
![Page 21: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/21.jpg)
Thoughts… Views… Clarifications… Reflections…
![Page 22: Project Management + Customer Experience by @PrakashSwamy](https://reader034.vdocuments.us/reader034/viewer/2022052602/55a2065a1a28abde788b45ce/html5/thumbnails/22.jpg)
How to connect with @PrakashSwamy to learn more such enchanting ideas about Life…