TOOLS & TECHNIQUES TO ACHIEVEDELIVERY EXCELLENCE D John Peter PMP
NOTE• The views and opinions expressed in this document are the personal views of the author.• All trademarks and copyright contents in this documents are owned by their respective trademark and/or copy right holders• All rights of this document is reserved, this document should not be distributed or reproduced without prior permission or written approval.
INTRODUCTIONJohn is a Project Management Professional, currently working withMindTree as Associate Director.He has over 18 years of experience in information technology. Hisarea of experience progressed from programming, projectmanagement and program management. His area of expertise isSoftware Estimation and metrics & measurements.He has developed estimation tools using function point analysis.His area of focus is achieving Delivery Excellence by using the rightTools and Techniques.John holds MS degree from BITS, Pilani.
TOPICS OF DISCUSSION• Excellence & Delivery Excellence• Definitions and Representations• Key Success Factors & Criteria• Excellence Factors & Criteria• Project Scenarios• Tools to achieve Excellence – A case study• Techniques for achieving Excellence• Conclusion• Summary• Q&A
WHAT IS EXCELLENCE ?• Definition o Write a one sentence definition for EXCELLENCE• Quality of being outstanding or extremely good• Delivery Excellence of an organization• Quality, Capability and Maturity of delivering outstanding or extremely good deliverables.
WHAT IS EXCELLENCE?• Representation o Logos/Symbols that represents Excellence
PROJECT SUCCESS FACTORSIDENTIFIED BY RESEARCHERS
DELIVERY EXCELLENCE FACTORS & CRITERIA Delivery Excellence Criteria Performance Benchmark Sl. Critical Factors ensure Performa Proj. BU Org. Industry No. Delivery Excellence Planned Achieved nce Level Level Level Level 1 Customer Satisfaction 90% 95% 106% 2 Business Objective $1bn $1.1bn 110% 3 Effort (over-run) <10% <5% 200% 4 Cost (over-run) <10% <5% 200% 5 Schedule (over-run) <5% <2% 250% Quality <1/kloc .5/kloc 180% 6 • Defect Density, >70% >80% 114% • Review EffectivenessGet “SEAL OF DELIVERY EXCELLENCE” when the Performance goes beyond 100%Excellence is Quality of being outstanding or extremely good
TOOLS TO PREDICT CSS A CASE STUDYSUCCESS SUCCESS CUSTOMER CONFIDENCE LEVEL IS H/M/L BASED ON THE LEVEL OF SUCCESS CRITIRIAFACTORS CRITERIA HIGH MEDIUM LOWCOST DELIVERY EXCEEDING MEETING BELOW ON EXPECTATION EXPECTATION EXPECTATION BUDGETEFFORT DELIVERY EXCEEDING MEETING BELOW ON EXPECTATION EXPECTATION EXPECTATION BUDGETTIME DELIVER EXCEEDING MEETING BELOW ON TIME EXPECTATION EXPECTATION EXPECTATION
TOOLS TO PREDICT CSS A CASE STUDYSUCCESS SUCCESS CUSTOMER RELATIONSHIP STATUS IS E/G/A BASED ON THE LEVEL OF SUCCESS CRITIRIAFACTORS CRITERIA EXCELLENT GOOD AVERAGEQUALITY STATED EXCEEDING MEETING BELOW GOALS EXPECTATION EXPECTATION EXPECTATIONCOMMUNI OPEN EXCEEDING MEETING BELOWCATION 95x95x95 EXPECTATION EXPECTATION EXPECTATIONRESOURCE TALENT & EXCEEDING MEETING BELOW RIGHT FIT EXPECTATION EXPECTATION EXPECTATION
TECHNIQUES TO ACHIEVEMOVE FROM ACHIEVEMENT AREAS MOVE TOTRADITIONAL WAY EXCELLENCE WAYINDIVIDUAL INNOVATION CO-CREATIONMANUAL BUILD, TESTING AUTOMATIONREACTIVE MODEL HIGH MATURITY PREDICTIVE MODELOPAQUE/DELAYED COMMUNICATION TRANSPARENT/QUICKUSING OBJECTIVE RESOURCE SKILL USE SUBJECTIVE METHODSPROCESS ASSESSMENT/FITMENT CERTIFIED (PMP, SCJP, MCSE)ABILITY MEETING BUSINESS RESPONSIBILITY GOALS AND OBJECTIVESRE-INVENT & SAVE TIME & COST REFER BEST PRACTICES ,RE-CREATE LESSONS LEARNT & RE-USEWAIT FOR SURVEY CAPABILITY&MATURITY PREDICT CS LEVELSUPPLY ON DEMAND TALENTS ACQUISITION PREDICT DEMAND&SUPPLYRESOURCE POOL COMPETENCY DEV. CENTRE
CONCLUSION 39% On Time Delivery 9% 49% On Budget Delivery With PMO 27% No PMO 61% Achieved stated deliverables 36%Source: PM Network-Feb 2011 0% 50% 100%WHEN COMPANIES PERFORMED BETTER WITH PMO (AS PER ABOVE SURVEY REPORT),DEFINITELY COMPANIES CAN PERFORM MUCH BETTER WITH“DELIVERY EXCELLENCE” TOOLS & TECHNIQUES
SUMMARYSo what is Excellence? Is it like climbing the Mount Everest or Winning a medal? Notreally, because equating excellence with heroism not only demotivates but alsodiscourages to achieve Excellence. Hence the important point here is to change thatmindset, “excellence is a habit rather than a heroic act”.Then, who can achieve Excellence? “Everyone” in the team CAN achieve excellenceby exceeding stakeholder expectations. Stakeholder means not necessarily onlycustomers; even excellence can be achieved by getting a smile from an internal orexternal team member.Hence, achieving excellence is not an one time activity instead it should be a “DailyGoal”. Collective effort of Daily Goal across the organization will SURELY brings notonly “Excellence” but also “Delivery Excellence”.
AcknowledgementsLior Arussy, Excellence Every Day: Make the Daily Choice -Inspire Your Employees and Amaze Your Customers“Project Success Factors” identified through research by various researchers http://ipublishing.co.in/ajmrvol1no1/EIJMRS1007.pdfAn Example of Excellence http://championsclubcommunity.com/customer-service/explore/stories-of-excellence/Reviewera: Angeline, Preslyn, Nagesh, Raghavendra,Arun, Mahesh