The role of pmo within a transformation programme
Upcoming SlideShare
Loading in...5
×

Like this? Share it with your network

Share
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
1,176
On Slideshare
1,176
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
47
Comments
0
Likes
1

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 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 20121 The role of PMO within a transformation programme
  • 2. Agenda Q&A PMO: Top 10 Functions The context The role of PMO Lessons Learned2 The role of PMO within a transformation programme
  • 3. Agenda Q&A PMO: Top 10 Functions The context The role of PMO Lessons Learned3 The role of PMO within a transformation programme
  • 4. The context…A complex market in continuos evolution:4 The role of PMO within a transformation programme
  • 5. …Internal stakeholders needs to… ..satisfy today’s end customer needs and anticipate tomorrow’s one … Which are the expectations of internal stakeholders? … and which are the drivers? Marketing: Marketing: “need to “availability of speed up time in informations related order to create new Sales: offer” “integrated to new services” CRM shared CRM: “360 between different customer view” Simplification sales channels” Market Opportunity Sales: CRM: “Customer “Campaign profile visible tracking and to all visibility for Time to Market channels” CRM: “Full Dealer: “Simplify all channels” automization of procedures” Self- Care” 5 The role of PMO within a transformation programme
  • 6. …and customer experience is changing… … Customer are expecting to live an unique and satisfactory experience What customers want… … and what they desire “I received a phone call yesterday for a new offer, “I received the phone “I brought my the same that was yesterday with 2 SIM, proposed me in the but I don’t know why!” phone to repair shop!” “I wanted to buy but when I an iPad but I had Simplicity called Customer to subscribe 3 Assistance they pages contract!” didn’t know the status!” customer Flexible Solutions “I call my agent experience “In the invoice I for a problem on didn’t find the fixed line and same offer I I’ve been told to read in the Single Point of Contact call Customer “I asked to talk with “They offer me an iPad brochure” Assistance! ” the same agent about but they didn’t konw my problem but was anything about fixed impossible!” line problem!” 6 The role of PMO within a transformation programme
  • 7. …require a Business TransformationNot only simplification, but evolving to a new management model: From vertical offer management by … to multi-dimensional client- channels…. centric management Young Basic D @ Advanced Elite Ethnics A T Cloud Services Channels M-Payment Mobile Device A Apps Voce QoS Dsl MOBILE Products & Services Segments Integrated Offer7 The role of PMO within a transformation programme
  • 8. Business Transformation has the objective to…Re-thinking CRM processes and offer structure in order to guarantee a different and unique customer experience CRM Processes Commercial Offer USE & UPGRADE DISCOVERY BUY MANAGE / CHANGE 12 Macro CRM Processes 134 Touch Points Services8 The role of PMO within a transformation programme
  • 9. Business Transformation stakeholders9 The role of PMO within a transformation programme
  • 10. Business Transformation Phases Business Transformation has two macro- phases, with ad hoc managemet approach in terms of analysis/re-design inside-out execution Organization Pocesses d Processes Systems . Opeating Model Customer Offer Offer & Caalogue Intelligence, . reporting and KPI Idea & Concept Design, Build, Test and Launch10 The role of PMO within a transformation programme
  • 11. From IT Transformation to Business Transformation From… … to11 The role of PMO within a transformation programme
  • 12. So what is Transformation Programme? IT is not a vertical IT is not an upgrade operation on only on actual systems one Department IT is not an integration of new 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 user12 The role of PMO within a transformation programme
  • 13. Business Transformation Team Head of Transformation Programme PMO & Change & Financials Training Sales Service & Catalogue & Customer IT Transformation Care Offer Intelligence Team A new Team, cross-functional with different skills http://prezi.com/6vgbujss1ouv/la-squadra/13 The role of PMO within a transformation programme
  • 14. Agenda Q&A PMO: Top 10 Functions The context The role of PMO Lessons Learned14 The role of PMO within a transformation programme
  • 15. The role of PMO Infrastructure Stakeholders Vendors Management Management Management Communication Office Knowledge Management Management Management15 The role of PMO within a transformation programme
  • 16. The role of PMO Infrastructure Stakeholders Vendors Management Management Management Communication Office Knowledge Management Management Management16 The role of PMO within a transformation programme
  • 17. The role of PMO (1/6) Infrastructure Management Program Assessment • Analyze interrelated factors: people, processes and procedures • Evaluate different facets: competency / capability / maturity • Identify PMO enablers PMO Organization and • Set up & establish PMO organization and structure Structure Definition • Involve stakeholders Facilities and Equipment • Define & Collect program team requirements Support • Manage program facilities • Manage program equipment Program Governance • Prepare and maintain program charter Definition • Develop program/project management policies • Support program/project manager authority • Support executive control board • Stakeholders Alignment Key Outcomes: Program Charter, Program policies & procedures17 The role of PMO within a transformation programme
  • 18. The role of PMO Infrastructure Stakeholders Vendors Management Management Management Communication Office Knowledge Management Management Management18 The role of PMO within a transformation programme
  • 19. The role of PMO (2/6) Stakeholders Management Customer Value • Build long-term value & alliances by increasing the value of the customers. Management Information Management • Gather information, to understand and meet the needs of the customers more effectively •Use software tools to allow communication and information to flow Customer Relationship • Establish CRM guidelines for all program teams to follow Management • SPOC for customer queries coming from the program teams Key Outcomes: Stakeholder Map, Stakeholder Management Plan19 The role of PMO within a transformation programme
  • 20. The role of PMO Infrastructure Stakeholders Vendors Management Management Management Communication Office Knowledge Management Management Management20 The role of PMO within a transformation programme
  • 21. The role of PMO (3/6) Vendors Management Vendor Management • Develop Vendor Management Guidelines in order to have a clear Guidelines Definition understanding of the goals and requirements Deliverables Management • 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 Communication Guidelines • Set expectations and standards, which will be used for managing the Definition vendors and contractors during work • Promote familiarity with the overall guidelines to the project managers and vendors Key Outcomes: Contract, Deliverables Tracking Matrix, Communication Plan.21 The role of PMO within a transformation programme
  • 22. The role of PMO Infrastructure Stakeholders Vendors Management Management Management Communication Office Knowledge Management Management Management22 The role of PMO within a transformation programme
  • 23. The role of PMO (4/6) Communication Management Communication Channels • Identify communication channels Management • Monitor and control communication channels • Continuous improvement of the communication channels Communication Audience •Understand Stakeholder expectations and profile Management •Understand preferred communication media and adapt to stakeholder profile •Intercept and and manage project interdependencies Information Management • Monitor for avoiding possible confusion and misunderstanding • Controll the various steps and due date efficiency Key Outcomes: Communication Management Plan23 The role of PMO within a transformation programme
  • 24. The role of PMO Infrastructure Stakeholders Vendors Management Management Management Communication Office Knowledge Management Management Management24 The role of PMO within a transformation programme
  • 25. The role of PMO (5/6) Office Management PMO Governance Model Define PMO Governance Model Definition Program Monitoring & Make certain that the program under its control is run according to best Control practice 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 Program Support Support in every aspect of program management, including strategic direction and resource requirements Key Outcomes: PMO Governance Model and Handbook, Program Status Report25 The role of PMO within a transformation programme
  • 26. The role of PMO Infrastructure Stakeholders Vendors Management Management Management Communication Office Knowledge Management Management Management26 The role of PMO within a transformation programme
  • 27. The role of PMO (6/6) Knowledge Managment Knowledge Management Design the knowledge management hub Hub Definition Medium Definition Determine the medium needed (e.g., electronic or paper) Knowledge Management Implement the knowledge management system System Key Outcomes: Knowledge Management Hub27 The role of PMO within a transformation programme
  • 28. Agenda Q&A PMO: Top 10 Functions The context The role of PMO Lessons Learned28 The role of PMO within a transformation programme
  • 29. PMO Infrastracture Management Lessons Learned 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 resources29 The role of PMO within a transformation programme
  • 30. PMO Stakeholders Management Lessons Learned 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 service30 The role of PMO within a transformation programme
  • 31. PMO Vendor Management Lessons Learned 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 approach31 The role of PMO within a transformation programme
  • 32. PMO Communication Management Lessons Learned 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 management32 The role of PMO within a transformation programme
  • 33. PMO Office Management Lessons Learned 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 guidelines33 The role of PMO within a transformation programme
  • 34. PMO Knowledge Management Lessons Learned 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 Knowledge34 The role of PMO within a transformation programme
  • 35. Agenda Q&A PMO: Top 10 Functions The context The role of PMO Lessons Learned35 The role of PMO within a transformation programme
  • 36. Top 10 most important PMO “functions” 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 & Control36 The role of PMO within a transformation programme
  • 37. Agenda Q&A PMO: Top 10 Functions The context The role of PMO Lessons Learned37 The role of PMO within a transformation programme
  • 38. Questions & Answers38 The role of PMO within a transformation programme
  • 39. Thank you giorgio.difronzo@vodafone.com Contacts giorgio.difronzo@pmi-nic.org39 The role of PMO within a transformation programme