PMI Summit 2013 – learning on the fly 1

Learning on the flyTraditional learning practices don’t work

Robert Doetsch / Coen Donders (ResultH)

PMI Summit 2013 – learning on the fly 2

Bio Coen DondersSenior Project ManagerNational and international projectsAreas:

Energyfixed and mobile telecom / GSM-RailICT developmentContract Management

Co-founder of ResultH

Bio Robert DoetschSenior Project Manager

National and international projectsAreas:

TV (CATV, Digital, IP, Interactive)TelecommunicationProduct developmentProcess Management

Co-founder of ResultH

Common characteristics of our projects are:technical, one-off, long lasting, complex, multi-vendor, etc…

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Is it important to evaluate at the end of a project in order to improve?

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It is important to evaluate at the end of a project in order to improve.

It is important to continuously evaluate at the end of a project in order to improve.

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Traditional approach

LEFT SIDE BRAIN

o Implementation of processeso At the endo Documenting experienceso For use in next projectso Organized and logical

approach

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Why traditional evaluation doesn’t work

Input for next project: Inside outSuperficial results due to long evaluation periodRe-use after project ending, e.g. often after long periodLess motivation at the end of projectSometimes even skipped

Experiences have a limited sustainability………use them before they blur!

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Why traditional evaluation doesn’t work

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Our general approach

Head Heart Hands

• Hard skills• Processes• Plans• Traditional focus

• Soft skills• Intuition• Culture• Creativity

• Execution• Combine head and

heart to move the hands fruitfully

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Evaluation by Head

How to use your head:

Focus on critical aspectSimple and easy Improving instead of documenting

Typical Influenced by:

Supply chainContracts

Impact of the project

Tailor your process!

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Evaluation by Heart

How to use your heart:Motivation is key for learning processesContinuous presentSoft skills are individualInside - in

Typical Influenced by:

Time pressureChallenge in the work

Responsibility and MandateCulture: National, Company, Project,

Team

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Evaluation by Hands

Focus evaluation process only on critical success factors of the project

Use best practises as a start to implement evaluation process

Determine how to gather information for the evaluation process

Implement improvements

Involve the team to determine success factors

Motivate the team to evaluate and improve

Create environment where people can be critical.

Give people responsibility and mandate to implement improvements

Only the combination of head and heart will be successful!

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Important

Every hard aspect (head) should be combined with a soft (heart)

Implement improvements is more important then documenting them

Make improvements visible

Do it from the start of the project

Use valuation to improve the current project

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Some best practices

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CALL CENTRE MERGEREvaluation as a motivator

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CallcenterA

Call-centre merger Facts

800.000 customers

170 call agents

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CustomerRelation

Management

Call-centre merger + New CRM

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CustomerRelation

Management

Call-centre mergerMarketing

HRM

Facility

ICT

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70+ projects!

Call-centre merger

Pressure will growAcceptance will lowerSick leave will increase

Motivation will drop fast

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We need to know what is going on?What problems do the agents face?Again another process \ project would be counterproductive!And how can we improve the situation?Motivation defined as success factor

A special task for the transit team …

Call-centre merger how to improveEvaluation as a motivator

Best

pra

ctice

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3. The Champions

1. The Team

2. The iceberg / wailing Wall

Evaluation as a motivator

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7. Fun

8. Work time

3. Remove call time

4. Relax on desk

6. Break out

5. Improved several procedures step-by-step

1. The Team

2. The iceberg

Evaluation as a motivator

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Inside – out: Method also used to transit call centre B

Call-centre merger result

CRM

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WORKFLOWEvaluation as a strategy

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Implementation of digital workflow/case management system

> 500.000 end-users

Implemented on distributed locations (nation-wide) , 200+

Influence on many different part of organization

Expected resistance

Small issues will have have big impact

Project workflow

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Fast & continuous feedback required to quickly implement improvements

Different aspect of implementation (IT, HR, etc) require much information

How to implement a continuous radar ?

Evaluation as a strategy

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What aspects are important?

Communication

IT performance

Training

User experience

Defining the control information

How to gather the information?

Interviews

Checklists

Helpdesk calls

Reporting

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Using an evaluation team

The organizationTraining

Information

Evaluation teamProjectmanager

ICT

HR

improvements

Improvements

Information

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Outcome

Minimal re-work due to fast control loop

Smooth implementation

Minimal resistance

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Conclusion:

Evaluation is key to success

There is no ‘Off the shelf’ evaluation process that solves it all.

A (HHH) project manager who understands business is mandatory

PMI Summit 2013 – learning on the fly

Use all elements for success

Define of clear customized process at start of the project and adapt during project

Create a culture allowing continuous exchange of experience.

Keep review short cycles and DO IT. It does not go naturally.

Head Heart Hands

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Now you know why ResultH is with an H !

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