PMI - SFBAC 19 April 2007Alison Wellsfry Project Rescue Crisis Management to Project Success Alison...

PMI - SFBAC19 April 2007 Alison Wellsfry

Project Rescue

Crisis Management to Project Success

Alison Wellsfry, PMP19 April 2007


Overview

• Customer Assurance Program

• Risk Identification and Response

• Executive Engagement and Communication

• Lessons Learned

• Customer Examples


Customer Assurance Program


Team Existence

• Aggressive market space requirement, constant pushing out of comfort zone

• Every environment has some difference

• Despite best efforts to plan and respond, small percentage will result in crisis

• Customer Assurance Program (CAP) team created


Team Charter

• Critical Situation Management

• Executive Engagement

• Prevention


Team Resources

• Reports go directly to executive staff– Expected to be objective, have no business group

allegiance

• Own no resources and no budget• May involve resources from any organization to

– Identify and diagnose problems– Determine strategy and implementation plan to

achieve objectives– Execute resolution plan

• Influence without direct authority


Critical Situation

There is severe customer business impact…

normal support & escalation channels/processes have been tried, but cannot resolve the issue.

AND…Engage

when

=


Critical Situation

• Severe customer business impact– Technical issues– Business relationship at risk

• Normal processes not working– Review escalations to date– First 48 hours to get situation back on track


Engagement Request

• Failing product and technical cases• Customer business impact• Our business impact• Technical description/Action plan• Assistance needed• Failing process• Exit criteria• Escalation utilized• Contacts


1st Few hours

1st Few hours

Engagement Request

Understand impact,

determine initial team and scope,

analyze risks

Problem Determination

Closed Loop feedback

Data Gathering and

Analysis

Implementation

Problem Resolution

Problem Identification

Develop short term action plan & attempt

workaround if possible

Identify Executive sponsor

Network Assurance

Engagement ends

Engagement ends

Typical Timeline


Risk Identification and Response


Risk Identification and Scope

What is the overriding deliverable?

• Address the critical technical issues

• Address the business relationship issues

• Ensure the normal process can function


Team – First Response

• What technical and business actions are critical

• Who can help identify risks

• Who can plan and implement response plan


Risk Response

• Identify risks

• Analyze probability and impact for both technical and customer sentiment– technical issue may not be high impact, but

customer perception creates higher customer sentiment impact

• Plan risk response


Common Risks

• Technical problems

• Serviceability problems

• Product quality / Solution quality

• Customer escalation process

• Internal escalation process

• Operational readiness


Risk Response Plan

• Risks drive the action plan

• Technical issues that will have the highest impact if they occur– Contingency for what-if scenarios

• Customer management – provide time to respond– Executive Sponsorship– Account Management


Exit Criteria

Typical factors

• Stability

• Issues identified and resolved

• Fixes implemented

• No new severe issues

• Normal support processes can be successful


Executive Engagement and Communication


Executive Engagement

• Identify and engage executive sponsors– Business group or product owner– Sales VP– Services VP– Named Executive Sponsor

• Who owns resources

• Who benefits from success


Executive Communication

• Communications create strategic vision– Align customer impact to actions– Align customer impact to business goals

• VP level communications put spotlight on issues– Clearly state what internal processes did not

work to resolve the issues


Communication

• Communicate status and roadblocks

• Manage stakeholders

• Voice mail - 60 seconds

• Email more detailed

• Frequency driven by customer sentiment and actions

• Reporting level (VP up to CEO) driven by customer sentiment and risks


Communication Components

• Critical Reason

• Executive Summary (30 seconds)

• Customer Sentiment

• Executive Sponsor and Engagement

• Action Summary

• Exit Criteria


Response Team

• May change over time

• Develop team– Constant awareness that this team has to

function long-term without crisis manager

• Reward efforts– Individual recognition in executive updates– Feedback to performance review– Immediate bonus


Lessons Learned


Driving Improvements

• Lessons learned from immediate crisis

• Operational metrics for trends

• Strategic Improvements


Lessons Learned

• Initial failing product

• Initial failing processes

• What can we do to keep our customers from getting to this critical state

• Crisis extenders

• What did we do well


Feedback

• Lessons Learned update– Communication to VP up to CEO,

• Owners to drive improvements

• Timeline for improvements


Operational Metrics

• Product

• Solution family

• Sales region

• Support escalation process

• Crisis extenders


Strategic Improvements

• Systemic issues – many customers with similar issue– high risk of affecting many customers

• Scope dictated by previous cases

• Executive engagement

• Communications– strategic vision– spotlight


1st Few hours

1st Few hours

Engagement Request

Understand impact,

determine initial team and scope,

analyze risks

Problem Determination

Closed Loop feedback

Data Gathering and

Analysis

Implementation

Problem Resolution

Problem Identification

Develop short term action plan & attempt

workaround if possible

Identify Executive sponsor

Network Assurance

Engagement ends

Engagement ends

Typical Timeline


Customer Examples


Customer 1

Scenario “Trading Day”

• Risk identification and response


• Communications

• Lessons Learned


Customer 2

Scenario “Streaming Video”

• Risk identification and response


• Communications

• Lessons Learned


Q & A

Alison [email protected]

+1.408.525.1184

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PMI - SFBAC 19 April 2007Alison Wellsfry Project Rescue Crisis Management to Project Success Alison...

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