the role of pmo within a transformation programme
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1 The role of PMO within a transformation programme 1
The role of PMO within a
transformation programme
Giorgio Difronzo PMP ®,PgMP ® PMO Vodafone Omnitel N.V. Director at large PMI-NIC February 28th 2012
2 The role of PMO within a transformation programme
Agenda
Q&A
The context
Lessons Learned
The role of PMO
PMO: Top 10 Functions
3 The role of PMO within a transformation programme
Agenda
Q&A
The context
Lessons Learned
The role of PMO
PMO: Top 10 Functions
4 The role of PMO within a transformation programme
The context…
A complex market in continuos evolution:
5 The role of PMO within a transformation programme
..satisfy today’s end customer needs and anticipate tomorrow’s one …
Simplification
Marketing: “availability of
informations related to new services”
Marketing: “need to speed up time in
order to create new offer”
Sales: “integrated CRM shared
between different
sales channels”
CRM: “360 customer
view”
Sales: “Customer
profile visible to all
channels”
CRM: “Campaign
tracking and visibility for
all channels” CRM: “Full automization of
Self- Care”
Dealer: “Simplify procedures”
Which are the expectations of internal stakeholders? … and which are the drivers?
Market
Opportunity
Time to Market
…Internal stakeholders needs to…
6 The role of PMO within a transformation programme
customer experience
…and customer experience is changing…
… Customer are expecting to live an unique and satisfactory experience
“I received a phone call
yesterday for a new offer,
the same that was
proposed me in the
shop!”
“I received the phone yesterday with 2 SIM,
but I don’t know why!”
“They offer me an iPad
but they didn’t konw
anything about fixed
line problem!”
“I asked to talk with
the same agent about
my problem but was
impossible!”
“I call my agent
for a problem on
fixed line and
I’ve been told to
call Customer
Assistance! ”
“I brought my
phone to repair
but when I
called Customer
Assistance they
didn’t know the
status!”
“I wanted to buy
an iPad but I had
to subscribe 3
pages contract!”
“In the invoice I
didn’t find the
same offer I
read in the
brochure”
What customers want… … and what they desire
Simplicity
Flexible Solutions
Single Point of Contact
7 The role of PMO within a transformation programme
…require a Business Transformation
Segments
MOBILE
D
A
T
A
@
From vertical offer management by
channels….
Ch
an
ne
ls
… to multi-dimensional client-
centric management
Young Basic
Advanced Elite
Ethnics
Products & Services
Vo
ce
Dsl
Ap
ps
Mo
bile
Dev
ice
M-P
aym
ent
Clo
ud
Ser
vice
s
Qo
S
Integrated Offer
Not only simplification, but evolving to a new management model:
8 The role of PMO within a transformation programme
Business Transformation has the objective to…
DISCOVERY BUY USE &
MANAGE
UPGRADE
/ CHANGE
Re-thinking CRM processes and offer structure in order to guarantee a different
and unique customer experience
Commercial Offer CRM Processes
12 Macro CRM Processes
134 Touch Points Services
9 The role of PMO within a transformation programme
Business Transformation stakeholders
10 The role of PMO within a transformation programme
Business Transformation Phases
execution
Processes
.
Offer
.
Pocesses d
Systems
Customer
Intelligence,
reporting
and KPI
Organization
Offer &
Caalogue
Opeating
Model
inside-out
Idea & Concept Design, Build, Test and
Launch
Business Transformation has two macro- phases, with ad hoc managemet approach
in terms of analysis/re-design
11 The role of PMO within a transformation programme
From IT Transformation to Business Transformation
From… … to
12 The role of PMO within a transformation programme
IT is not an integration
of new systems
IT is not a vertical
operation on only
one Department
IT is not an upgrade
on actual systems
…is a visible change, within Customer Experience, that modify
how end user interact with the company and how the company
offers products and services to end user
So what is Transformation Programme?
13 The role of PMO within a transformation programme
Head of Transformation
Programme
Sales
Service & Care
Catalogue & Offer
Customer Intelligence
IT Transformation
Team
PMO &
Financials
Change &
Training
A new Team, cross-functional with different skills
http://prezi.com/6vgbujss1ouv/la-squadra/
Business Transformation Team
14 The role of PMO within a transformation programme
Agenda
Q&A
The context
Lessons Learned
The role of PMO
PMO: Top 10 Functions
15 The role of PMO within a transformation programme
Infrastructure Management
Stakeholders Management
Vendors Management
Communication Management
Office Management
Knowledge Management
The role of PMO
16 The role of PMO within a transformation programme
Infrastructure Management
Stakeholders Management
Vendors Management
Communication Management
Office Management
Knowledge Management
The role of PMO
17 The role of PMO within a transformation programme
• Analyze interrelated factors: people, processes and procedures • Evaluate different facets: competency / capability / maturity • Identify PMO enablers
Program Assessment
• Set up & establish PMO organization and structure • Involve stakeholders
PMO Organization and Structure Definition
• Prepare and maintain program charter • Develop program/project management policies • Support program/project manager authority • Support executive control board • Stakeholders Alignment
Program Governance Definition
Facilities and Equipment Support
• Define & Collect program team requirements • Manage program facilities • Manage program equipment
Infrastructure Management
The role of PMO (1/6)
Key Outcomes: Program Charter, Program policies & procedures
18 The role of PMO within a transformation programme
Infrastructure Management
Stakeholders Management
Vendors Management
Communication Management
Office Management
Knowledge Management
The role of PMO
19 The role of PMO within a transformation programme
• Build long-term value & alliances by increasing the value of the customers.
Customer Value Management
• Gather information, to understand and meet the needs of the customers more effectively •Use software tools to allow communication and information to flow
Information Management
Customer Relationship Management
• Establish CRM guidelines for all program teams to follow • SPOC for customer queries coming from the program teams
Stakeholders Management
The role of PMO (2/6)
Key Outcomes: Stakeholder Map, Stakeholder Management Plan
20 The role of PMO within a transformation programme
Infrastructure Management
Stakeholders Management
Vendors Management
Communication Management
Office Management
Knowledge Management
The role of PMO
21 The role of PMO within a transformation programme
Key Outcomes: Contract, Deliverables Tracking Matrix, Communication Plan.
• Develop Vendor Management Guidelines in order to have a clear understanding of the goals and requirements
Vendor Management Guidelines Definition
• Verify tha penalties within the contract are established if deliverables are not completed within the agreed duration and with the required level of quality • Tracking deliverables status and progress
Deliverables Management
Communication Guidelines Definition
• Set expectations and standards, which will be used for managing the vendors and contractors during work • Promote familiarity with the overall guidelines to the project managers and vendors
Vendors Management
The role of PMO (3/6)
22 The role of PMO within a transformation programme
Infrastructure Management
Stakeholders Management
Vendors Management
Communication Management
Office Management
Knowledge Management
The role of PMO
23 The role of PMO within a transformation programme
Key Outcomes: Communication Management Plan
• Identify communication channels • Monitor and control communication channels • Continuous improvement of the communication channels
Communication Channels Management
•Understand Stakeholder expectations and profile •Understand preferred communication media and adapt to stakeholder profile •Intercept and and manage project interdependencies
Communication Audience Management
Information Management • Monitor for avoiding possible confusion and misunderstanding • Controll the various steps and due date efficiency
Communication Management
The role of PMO (4/6)
24 The role of PMO within a transformation programme
Infrastructure Management
Stakeholders Management
Vendors Management
Communication Management
Office Management
Knowledge Management
The role of PMO
25 The role of PMO within a transformation programme
Key Outcomes: PMO Governance Model and Handbook, Program Status Report
Define PMO Governance Model
PMO Governance Model Definition
Make certain that the program under its control is run according to best practice
Program Monitoring & Control
Support in every aspect of program management, including strategic direction and resource requirements
Program Support
Program Reporting Ensure that the required reporting information for the program is provided to the PMO within the specified timeframe to facilitate production of management reporting for the executive board
Office Management
The role of PMO (5/6)
26 The role of PMO within a transformation programme
Infrastructure Management
Stakeholders Management
Vendors Management
Communication Management
Office Management
Knowledge Management
The role of PMO
27 The role of PMO within a transformation programme
Key Outcomes: Knowledge Management Hub
Design the knowledge management hub Knowledge Management Hub Definition
Determine the medium needed (e.g., electronic or paper) Medium Definition
Knowledge Management System
Implement the knowledge management system
Knowledge Managment
The role of PMO (6/6)
28 The role of PMO within a transformation programme
Agenda
Q&A
The context
Lessons Learned
The role of PMO
PMO: Top 10 Functions
29 The role of PMO within a transformation programme
1. Clarify infrastructure management purpose within organization 2. Contemplate all kind of resources (tangible and intangible) 3. Define infrastructure management PMO roles 4. Leverage resources 5. Schedule and control resources
PMO Infrastracture Management Lessons Learned
30 The role of PMO within a transformation programme
1. Identify, analyze and manage PMO’s stakeholders 2. Define PMO’s role and responsibilities 3. Adopt a customer-oriented approach 4. Measure customer satisfaction via ad hoc KPI 5. Adopt a continuous improvement approach in order to ensure excellent customer service
PMO Stakeholders Management Lessons Learned
31 The role of PMO within a transformation programme
1. Analyze vendors’ roles within program 2. Define PMO key activities for managing vendors 3. Define the must-have in vendor management guidelines 4. Define the vendors’ information type to be stored 5. Adopt a customer oriented approach
PMO Vendor Management Lessons Learned
32 The role of PMO within a transformation programme
1. Identify PMO’s communication channels 2. Identify PMO’s communication audience 3. Identify and isolate “rumors” in communication flow among the different parties 4. Risk and Issue Management 5. Identify PMO responsibilities in communication management
PMO Communication Management Lessons Learned
33 The role of PMO within a transformation programme
1. Define Program Management Office type (physical vs. virtual) 2. Define staffing adopting make vs. buy decision 3. Support program/project manager 4. Provide guidelines to program/project manager 5. Adopt uniformly guidelines
PMO Office Management Lessons Learned
34 The role of PMO within a transformation programme
1. Define knowledge management hub 2. Define knowledge management PMO’s role 3. Identify the benefits (tangible and intangible) to the organization 4. Develop knowledge management processes and functions 5. Harvest Knowledge
PMO Knowledge Management Lessons Learned
35 The role of PMO within a transformation programme
Agenda
Q&A
The context
Lessons Learned
The role of PMO
PMO: Top 10 Functions
36 The role of PMO within a transformation programme
I. Program Status Reporting to upper management
II. Standard methodology Development and Implementation
III. Program Performance Monitoring & Control
IV. Competency Assessment and Development
V. Knowledge Hub Implementantion and Adoption VI. Upper management Advisor VII. Interdependent projects coordination within the program VIII. Program Scoreboard Development and maintenance IX. Program/project management promotion within
organization X. PMO performance Monitoring & Control
Top 10 most important PMO “functions”
37 The role of PMO within a transformation programme
Agenda
Q&A
The context
Lessons Learned
The role of PMO
PMO: Top 10 Functions
38 The role of PMO within a transformation programme
Questions & Answers
39 The role of PMO within a transformation programme 39
Thank you
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