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GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved.
Better TogetherCross-Team Collaboration & the RACI ModelChicago 2014
Manisha Gupta
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved.
Session Goal
3
CSO is ONE Team with MANY Strengths.
Establish a framework that enables each of us to work better together
Workshop:
Understand how RACI works
After Chicago:• Identify the critical activities for
Customer Success Organization• Extend the RACI Matrix for entire GPC
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved. 4
Agenda
What is RACI? 15 min
Hands on work shop 25 min
Share your Learning's 15 min
Wrap up 5 min
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved. 5
Successful Collaboration Projects in NAMER
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RACIA framework for creating collaborative Relationships
Responsible
• Who takes the action
• Person who completes a particular process/task or leads the person who completes the task
• Responsibility level is determined by individual who is “Accountable”
Accountable
• Person with decision Authority
• Only one A per activity
Consulted
• Kept “in the loop”
• Person consulted for input, information, insights and perspectives before a final decision is made
• Two way communication
Informed
• One way communication
• Normally after activity has been performed, or decision has been made
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved. 7
Developing the RACI MatrixA framework for creating collaborative Relationships
1. Clarity for most critical things – Not necessarily EVERYTHING we do
2. Directional Clarity – Not necessarily 100% accuracy
3. Due Diligence – not guess work
4. R and A is required for each activity. Only one accountability per activity
5. It takes a few iterations to get this right.
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved. 8
Developing the RACI MatrixHow it can help uncover a few opportunities….
A • Too many A’s = Need to understand better• No A = Big trouble = decision will be slow and work adhoc
R• No R’s = Is Anything being done ?• Lot’s of R = one person has too much work?• No R or A = Trouble• Too many R’s = Are we playing chinese whisper or pass the ball?
C and Is• Too many C’s = Opportunity for efficiency• Too many I’s = Opportunity for efficiency
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved. 9
Client Interaction Point
TC KPIs Key activity Tiers Accountable Responsible Consulted Informed Tools
Use Case/ CommentsAll activities captured across team/business
Who is accountable for this activity?
Who is responsible for doing this activity?
Who's point of view needs to be included?
Who just needs to know what is happening?
How to request/ track?
Jobs
Education All tiers Marketing Sales/ RPC TC TC Limited Listings, New features
Jobs Analytics (QBR) All tiers RPC Biz Analytics TC TC Jobs Dashboards
Presales All tiers Sales Sales TC / RPC Einstein request
Retention All tiers RPC RPC TC Merlin , Dashboards
Utilization Rate Utilization All tiers RPC TC TC go/jobsdashboardAttach Rate Automation All tiers TC TC RPC/ Sales ES SFDC report
Liquidity All tiers Products Products/ Marketing TC RPC/ ES Products Dashboards
Jobs Automation
Sales/ RPC Education All tiers TC Sales Effectiveness TC Einstein request
Customer Education
Utilization Rate Job Automation Analytics All tiers TC Sales Ops go/jobsdashboardWrapping, Distribution
Attachment Rate Presales All tiers TC Sales RPC Einstein request
Attachment Rate, SLA for onboarding
Post Sales Onboarding All tiers TC TC RPC/ Sales ESJW Implementation
request
Hand Over to ES TC TC ES RPC/ Sales Status = Live in SFDC
Post Go Live Support All tiers ES ES TC RPC/ Sales lcshelp / SFDC tracking Issue with the automation
Ongoing Account Management
All tiers TC RPC Sales ES TBD Utilization reduces for an existing account
Change Management All tiers TC TC RPC/ Sales ES/ RPC/ Sales TBDCustomer request a change in automation strategy, Request will come to TC through Sales or RPC
Integrations
Education All tiers TC RPC, Marketing BD, Products Einstein request Changes in API, New Parnerships etc
Presales All tiers TC RPC Marketing, BD Einstein request
Onboarding All tiers TC TC RPC/ Sales TBD
Post Go Live Support All tiers TC TC RPC/ Sales TBD
Change Management All tiers TC TC RPC/ Sales TBD
Example: Tech Consulting RACI (WIP)
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved.
Workshop
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved.
Each table is a team - with TC, CEC, RPC and CES representation
25 minutes
Workshop (25 min)– Review the Challenge – Review the RACI– Brainstorm a solution
2-3 teams will be asked to share their learning (15 min)– 1 speaker– 1 slide/ Poster sheet
Other share your findings in the Chatter group and email to Manisha
Workshop format
GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved.
The RACI Challenge
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Client Situation: 40 LinkedIn Recruiter Licenses ; recruiters are said to be overloaded 260 LinkedIn Job Slots :
180 posted via eQuest Job Distributor 80 posted manually.
One Gold Career Page for ACME Corporation with 150K+ followers. 10 Brands with each a company page and a silver career page affiliated to the ACME Corporation Page.
ACME use the ATS Taleo but we don’t know how many instances. ACME Career Site has >400 open positions that seems to include a few distinct brands. They have offices all over the world with majority of user in USA, a 2 member office in Dublin, 1 member in Canada, 1 in
Brazil and they are recently opened an office in Dubai
Your Challenge :• Identify Key Activities required for Discovery, Implementation, Account Management, Change
Management and support• Identify RACI for each activity to foster clarity with team and with Customers• Identify Handoffs for each step if any• Identify Key opportunities to drive Customer Success that will result in Upsell, Retention.
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Workshop Results & ConclusionRPC-TC Collaboration Workshop
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So whatHow will RACI make my life easier?
Clarifies roles and responsibilities - prevents conflicts and confusion between team members
Improves Team Communication:
Enables Effective Decisions Making: By identifying critical activities, RACI enables effective and faster decision making
The important thing is not to stop questioning. Curiosity has its reason for existence.
- Albert Einstein
Thank You