2. Agenda
Strategy for Managing Customers
Strategy for Managing Scope
Strategy for Managing and Sustaining Revenue & Profits
Results
Results specific POA
3. Strategy for Managing Customers
Manage
Customer
Relations
•Understand Customer Needs
Communicate effectively and regularly
Active listening
Address concerns / issues raised by customer
Build trust with stakeholders
Manage expectations by setting realistic expectations regarding delivery timelines
Chart RASCI Matrix
4. Strategy for Managing Scope
Manage
Scope
•Define clear scope and objectives
•Document the detailed requirements
•Collaborate with relevant stakeholders.
•Implement process of change control to manage scope creep
•Assess the impact of change on the project timelines and budget and
communicate
•Validate the project deliverables with the customer in agile manner
5. Strategy for Managing and Sustaining
Revenue & Profits
Manage
Money
•Plan project budget taking inputs from all internal stakeholders
•Allocate resources judiciously
•Monitor the costs continuously
•Implement cost control measures to prevent budget overruns
•Optimize resource utilization without impacting quality
•Report and highlight budget status, expenditures, and any deviations
6. Results
Stakeholder Management with high score in customer satisfaction survey
•Profitable Revenue
•Happy customer
•Tight scope and schedule management with adherence to Change management process
•Risk management with early warnings and mitigations
•Change Request Management with agreed revenue and achievable timelines
•Ensure program is on track for customer delivery (On time In Full, possibly ahead of schedule) and go-live
•Establish as SPOC for the program with the multiple stakeholders
•Ensure timely closure of customer testing phases
•Availability to customer at all times for any customer initiated discussions
7. Plan of Action for stakeholder
management
Identify , classify and prioritize Stakeholders – Use Stakeholder Engagement Assessment Matrix classification into Unaware/Neutral/Supportive/Resistant and
prioritize stakeholders needs and expectations based on their influence and impact (use Power Interest Grid)
•Communications with stakeholders - Keep stakeholders informed about developments and take feedback from stakeholders actively and regularly
•Address concerns or issues raised by stakeholders - Resolve any concerns raised by stakeholders promptly
•Set clear expectations - Set achievable expectations like service level agreements (SLAs) or delivery milestones
•Analyze Customer Satisfaction - Analyze the data to identify trends, areas for improvement, and success stories from surveys.
•Rewards and Recognition - Acknowledge , appreciate and reward stakeholders who contribute to project achievements and exceptional customer satisfaction.
•Learn from past success or failure - Learn best practices from past tailor them to fit your stakeholder requirements.
•New product development or decision - Make use of customer feedback to guide new product improvements, service enhancements, and other decisions
•Celebrate Successes - Celebrate project successes and milestones with the customer
8. Plan of action for Profitable and
Sustainable Revenue
Ensuring timely delivery
•Repeat customers is key to sustainability
•Honest Pricing that balances profitability with customer value
•Identifying new areas of engagement with existing clients
•Understanding the market trends and competition
•Enhancing both product and service offerings
•Optimizing costs like resource allocation and infrastructure costs
9. Plan of action for Happy Customer
Ensuring timely delivery
•Repeat customers is key to sustainability
•Honest Pricing that balances profitability with customer value
10. Plan of action for Scope
Tight scope and schedule management with
adherence to Change management process
Risk management with early warnings and
mitigations
11. Plan of action for Scope
Tight scope and schedule management with
adherence to Change management process
Risk management with early warnings and
mitigations
13. Plan of action for Profitable Revenue
1.Continuous Improvement:
1. Continuously monitor and evaluate the project's performance against revenue targets.
2. Gather customer feedback and use it to make improvements to the IT project.
2.Quality Assurance:
1. Ensure the IT project delivers a high-quality product or service to enhance customer satisfaction.
2. Perform rigorous testing and quality assurance throughout the project lifecycle.
3.Data Security and Compliance:
1. Prioritize data security and compliance with relevant regulations to build trust with customers.
2. Implement security measures and data protection protocols.
4.Monitoring and Reporting:
1. Set up key performance indicators (KPIs) to measure project success and revenue generation.
2. Regularly monitor project progress and provide stakeholders with detailed reports.
5.Customer Feedback and Support:
1. Establish channels for customer feedback and support to address issues promptly and improve customer satisfaction.
