www.truesolutions.com. getting giving the most from your people the most to your customers...
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www.truesolutions.co
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GETTING
GIVING
THE MOST
FROM YOUR PEOPLETHE MOST TO
YOUR CUSTOMERS
HARNESSING THE POWER OF
MANAGEMENTPROJECT
PMO View From Cruising Altitude
Harnessing the Power of Project Management
Learn how your organizationcan move from:
Flat to extraordinary
Cost center to profit center
Over-staffed to lean
Over-budget to cost effective
Sales slump to sales goals
Harnessing the Power of Project Management© 2011 Wes Balakian, PMP CEO True Solutions Inc.
Improve business results
Maximize profitability in any economy
Increase productivity without capital investment
Expand human capital effectiveness
Excel at customer satisfaction
Deploy effective, results-driven business processes
How you or your company will benefit from this:
Working in a Change-Centric World
Corporate globalization Multinational products Cultural differences and needs Maturing of project management as a function and a profession
Productivity and efficiency demands “Do more with less” Mergers and acquisitions Flatter, leaner organizational structure Team environment
“I need it yesterday” mentality – the new REALITY!
Business partner
Consultants
• What holds them together?
• What makes them work?
• Who knows how to manage them?
Projects are how Organizations Manage Change
Sales
Harnessing the Power of Project Management
Part 1: Getting the Most from Project Management
Part 2: Getting the Most from Your People
Part 3: Giving the Most to Your Customers
Harnessing the Power of Project Management
Part 1: Getting the most from Project Management
Discovering a good thing in a bad economy
How to solve the four biggest problems plaguing CEO’s
Modern project management
Getting the Most from Project Management
Project Management is A Good Thing in a Bad Economy
In an economic crisis, project management can fulfill its primary purpose: To put a viable, consistent system in place.
Using proven methodologies allows you to predict project schedules, costs and requirements – this is vital when no organization can accommodate budget overruns or product delays.
Competition in this economic climate requires optimum performance and measurable results. Project management can provide those things to allow success even in difficult times.
Getting the Most from Project Management
Solve the Four Biggest Problems Plaguing CEO’s
1. Failing to deliver on time
2. Not enough sales
3. Failing to hire & retain talent
4. Failing at managing change
Successful CEO’s realize that regardless of the
economy at a given time,
Project Management is indispensable.
Getting the Most from Project Management
Modern Project Management
Predictable results
Repeatable delivery times, and budgets
Scalable delivery models
Consistency in project deliverables
Business acumen
VALUE
PROJECT MANAGEMENT
TRAINING
SKILLS TRAINING
LEADERSHIP TRAINING
Value Delivers Results
Value Delivers Results
DELIVERS
REPEATABLEBUSINESS PROCESSES
COMMUNITY TRANSFORMATION
BUSINESS PROCESS OPTIMIZATION
Value Delivers Results
Value Delivers Results
RESULTS
CORPORATE STRATEGY
CORPORATE GOALS
STRATEGIC ALIGNMENT
Value Delivers Results
VALUE
Value Delivers Results
DELIVERS
PROJECT MANAGEMENT
TRAINING
SKILLS TRAINING
LEADERSHIP TRAINING
REPEATABLEBUSINESS PROCESS
COMMUNITY TRANSFORMATION
BUSINESS PROCESS OPTIMIZATION
RESULTS
CORPORATE STRATEGY
CORPORATE GOALS
STRATEGIC ALIGNMENT
EQUALS
+
SUSTAINABLE SCALABLE
REPEATABLE PREDICTABLE
INSTITUTIONALIZATION CULTURE CHANGE
BUSINESS SUCCESS
+Value Delivers Results
Getting the Most from Project Management
How do you determine where you or your organization is regarding:
1. Capabilities
2. Skills
3. Maturity
4. Experience
5. Knowledge
6. Application
7. Comparison with your competition
Training Needs Assessment
Project Characteristics Most Important Second most important
Third most important Fourth most important
Fifth most important
1. Very large project (large
scope)
Leadership Relevant prior experience
Planning People Skills
Verbal Communication
Strong at building teams
2. A project with high uncertainty
Risk Management
Expectation Management
Leadership People Skills
Planning
3. A very novel project; considerable innovation required
Leadership People Skills Has vision, purpose, goals
Self Confidence
Expectation ManagementListening
Project Management Skill and Competencies in the context of a Project Characteristic
Harnessing the Power of Project Management
Part 2: Getting the most from your people
The CERT-ified Art of Communication
The Path to Heaven is Paved with Good Retention
The Stuff Dream Teams are Made of
Handling Human Capital and Re-Sourcing Your Success
C.E.R.T. Intelligence:
Many, if not all, projects are global.
Why is it so important to have CERT-Intelligence?
Collaboration
Management
EmotionalEmotional
TacticalTacticalRelationshipRelationship
CulturalCultural
Success
Opportunity
C.E.R.T. Intelligence: Cultural
EmotionalEmotional
TacticalTacticalRelationshipRelationship
CulturalCultural
Collaboration
Management
ProjectProjectss
Success
Opportunity
Barriers to Cultural Intelligence
10.
9.
8.
7.
6.
Language differences
Time zone disparities
Lack of training on managing effective virtual teams
How technology can help OR hurt
Misunderstood personalities / emotions / social and business norms
Barriers to Cultural Intelligence
5.
4.
Team members who are unsure of specific expectations
Lack of awareness of cultural differences – ignorance is NOT bliss in the customer’s eyes!
Vague or inconsistent understanding of project goals / charter
Teams without cohesion / focus
3.
2.
1. COMMUNICATIONS!
Getting the Most From Your People
CulturalCultural
RelationshipRelationship TacticalTactical
EmotionalEmotional
The CERT-ified Art of Communication
Idea Encoding
IdeaEncoding
Decoding Meaning
DecodingMeaning
Sender Receiver
Sources of Perceptual Differences
CommunicationsCommunications
CommunicationsCommunications
Idea Encoding
IdeaEncoding
Decoding Meaning
DecodingMeaning
Sender Receiver
Distraction/Perceptual Differences
Message (initiated)
Message(feedback)
Distraction/Perceptual Differences
Shared Experiences
Field of Experience Field of Experience
Sources of Perceptual Differences
ValuesPersonalities
WordsJudgments
Emotional Intelligence: Leadership
Maintain a clear vision that encourages people to align with you
Create an environment where people want to be responsible
Clearly describe what is necessary for “quality” performance
Transfer responsibility to the people who do the work
Set an example and challenge people to continually learn
Relationship Intelligence: Interaction!
Relationship Intelligence empowers professionals to uncover, extend and leverage their relationships – commonly called “networks”.
Relationships include:
You and management
You and your team
You and other managers, suppliers and stakeholders
You and your friends, family and acquaintances
RI is a corporation-wide asset that reveals complex connections between:
People and companies
Experience and expertise
RI transforms who and what we know, into new revenue opportunities!
An organization’s most valuable assets are the relationships it nurtures with clients and contacts.
C.E.R.T. Intelligence: Tactical
EmotionalEmotional
TacticalTacticalRelationshipRelationship
CulturalCultural
Collaboration
Management
ProjectProjectss
Success
Opportunity
C.E.R.T. Intelligence: Tactical
Tactical Intelligence is the Art and Science of determining what the opposition is doing, or might do, to prevent the accomplishment of your mission/objective.
How things “get done” – or don’t!
The process behind meeting the objectives of a project
The actual work required to go from “as is,” to “to be” - in other words, from “idea” to “invoice”
Knowing what your team needs, why they need it, and when they need it, to keep the project moving.
CERT-Intelligence: Now you have it!
If you don’t cultivate an astute sense of awareness and appreciation for other cultures and their attitudes, behaviors, and beliefs, you could end up jeopardizing your chance for cross cultural success – a dangerously high risk in a global world.
Without a clear vision and a strong sense of emotional leadership – which comes from having a well-honed emotional intelligence – your team isn’t going to follow you.
Your organization’s most valuable assets are the relationships you nurture and maintain with your clients and contacts. That’s the reason knowing how to handle these all-important relationships is key to your success.
Tactical intelligence is pretty basic: “You know what you need to get done; now do it.” You put your vision to action and make sure your people are doing what they’re supposed to do.
The Importance of:
Cultural Intelligence
Tactical Intelligence
Relationship Intelligence
Emotional Intelligence
Getting the Most from Your People
The Path to Heaven is Paved with Good Retention
Hire the best Have multiple people involved in hiring decisions Define roles and responsibilities Provide a vision of current and future opportunities
Retain proven talent Clear role delineation Map out a clear career path Motivate your assets Invest in their success Create environments where they can thrive
Getting the Most from Your People
Handling Human Capital and Re-Sourcing your Success
Resource Optimization
The purpose of planning is to understand what your resources are, how you can best use those resources, and when you ought to do it.
Resource Automation
Have a system to track your resources optimization
Invent an inventory of skill sets
Responsibilities matrix
Measure and control these assets
Harnessing the Power of Project Management
Part 3: Giving the most to your Customers
Back to Basics: Increasing Sales
The Secret of Becoming Slim & Trim: Shortening Delivery Times
At Face Value: Improving Customer Satisfaction
An Involved Customer is a Happy Customer
Giving the Most to Your Customers
Back to Basics: Increasing Sales
People buy what they are confident of
People buy from whom they trust
People buy based on successful relationships
People buy created value, not added value
People buy a “No Excuses” approach
Giving the Most to Your Customers
The Secret to Slim and Trim: Shortening Delivery Times
Eliminate bottlenecks
Simplify complex processes
Resolve unproductive supplier relations
Develop valid performance metrics
Accelerating your order-to-delivery cycle is primarily a question of turning a critical eye on your organizational processes, and identifying points of waste, back-up, and inefficiency.
Giving the Most to Your Customers
At Face Value: Improving Customer Satisfaction
Manage Satisfaction Shortcomings:
Face-to-face interaction
Friendliness and approachability
Responding promptly
Customer Satisfaction 101:
1.Put a clear customer service policy in place
2.Anticipate customer needs
3.Deliver on your promises
Giving the Most to Your Customers
An Involved Customer is a Happy Customer
Involve your customers in the process of delivering quality to them
Remember the value of the worker-bee
Value objective reviews of your organization’s practices
Remember that you, your customer, other service providers and their clients are business partners
Harnessing the Power of Project Management
Project Management works across all industries, across the
globe, and across economic tides.
Project management equips you with all the tools you need,
to steer your company toward phenomenal success.
Harnessing the Power of Project Management
www.truesolutions.com
1.866.770.0903 or 972.770.0900
Current State
Analyze &
Benchmark
Organizational
Implementation
Plan
Future StateRoles &
Responsibilities
QuadMap®: The Process Framework
TSI’s QuadMap®: For Continuous Improvement
Define
Analyze
Control
Improve Measure
C.E.R.T. Intelligence: A Management Tool
Pipeline Bookings
Win/Loss
Marketing Campaigns
CustomerSatisfaction
Cost and Hours: • Billable • Non-BillableMargin
Backlog
At Risk
Billing
Unbilled
Revenue
Write-Offs
ADR
Headcount• Pyramid• Billable vs. Non-Billable
Training
Utilization
WorkforcePlanning (Skills)
Hiring
ExternalResourceUsage
Attrition
Resource Availability
Reuse Harvest
Best Practices Qualification
Revenue
Practice
People
KnowledgeMoney
Customers
Projects
Progress Status
Risks
Issues
Milestones
% Complete
EarnedValue
QualityReviews
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