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On Boarding 
Ground rules, expectations and values that 
matters! 
Suresh Gopalakrishnan, MBA, PMP, CSM 
Sgk_00@yahoo.com
Agenda 
Your Logo 
Learning from last lecture 
Take away for professional life 
Ground rules 
My value framework 
Why define values/beliefs? 
Few things to excel in professional life 
Information paradox 
1 
2 
3 
โœ“ 
4 
5 
6 
7 
8 Three things critical to reach the destination 
Recommended webinars 
Backup slides 
9 
12 
Recommended books 
10 
11 Recommended TED talks
Learning from the last lecture 
Last lecture (10 Min) by Randy Pausch, Professor at Carnegie 
Mellon University before he died from cancer 
http://www.youtube.com/watch?v=BODHsU3hDo4 
We are what we do repeatedly, Excellence is, therefore, not an act but a habit - Aristotle
Take away for professional life 
When things get tough there are two options โ€“ panic and 
runaway or face it with courage 
Experience is what you get when you donโ€™t get what you want 
When you do things incorrectly and no one is giving you an 
honest feedback, it is time to move on โ€“ it means they have 
given up on you 
There is a reason for the brick wall 
Donโ€™t complain โ€“ work harder 
Most important โ€“ !! HAVE FUN !! 
Justification is one of the biggest obstacle in bringing about personal excellence โ€“ Bhagavad Gita
Ground rules 
Single most important thing to remember โ€“ โ€œThere are no 
results inside an enterpriseโ€™s walls. The result of a 
business is a satisfied customerโ€ โ€“ Peter Drucker 
Trust is the basis of everything 
Theory Y (ambitious, self-motivated and exercise self-control) 
instead of X (inherently lazy and avoid work) 
Not being on time is the worst thing a consultant can do 
Own your mistakes โ€“ โ€œTo err is human; to own it, divineโ€ 
(Aircraft Carrier example) 
Think of packaging every solution delivered to clients 
Contribution to knowledge repository is critical 
There is only one boss. The customer. And he can fire everybody in the company from the chairman 
on down, simply by spending his money somewhere else โ€“ Sam Walton
My value framework 
I strongly believe that 
Experience shapes our values and 
beliefs 
To excel in daily life, personal and 
professional, practice egolessness, 
transparency, collaboration, and 
accountability 
Be aware of strength and weakness, 
equally 
Put people first, always 
Plan ahead to carry forward 
values/beliefs
Why define values/beliefs? 
You know where you are and where you want to be 
Now you need a map that helps you guide to the destination 
Defining values helps you with navigation 
In addition, others know exactly what matters to you and what 
can be expected of you ! 
Your beliefs become your thoughts, 
Your thoughts become your words, 
Your words become your actions, 
Your actions become your habits, 
Your habits become your values, 
Your values become your destiny 
-Mahatma Gandhi
Few tips to excel in professional life 
Read the book on Emotional Design by Donald A. Norman 
http://www.ted.com/talks/don_norman_on_design_and_emotion?language=en 
Be aware of Detail and Dynamic complexity - Develop system 
thinking 
Learn about EQ, it is as important as IQ! 
It is your ability to perceive, control, and evaluate emotions 
Take a free test at http://psychology.about.com/library/quiz/bl_eq_quiz.htm 
Be aware of the top 10 reason for project failures (Slide 15) 
Think from customerโ€™s perspective โ€“ ALWAYS! (Slides 16-19) 
Be aware of Estimate Convergence graph (Slide 20) 
โ€œIf I had six hours to chop down a tree, Iโ€™d spend the first four hour sharpening the axโ€ - A. Lincoln
Information Paradox 
Read first two chapters (free download) 
http://www.fujitsu.com/us/news/publications/books/ip.html 
Technology only provides capability โ€“ be 
aware of silver bullet thinking 
Understand benefit based business 
transformation 
Be aware of four critical dimensions of 
complexity 
Linkage / Reach / People / Time
Three critical things to reach the destination 
CHANGE 
MANAGEMENT 
- Vision / Communicate 
- Empower/ Celebrate 
- Committed users 
SOLUTION DELIVERY 
- Clear requirements 
- Accurate estimation 
- Quality Assurance 
- Planning/Scheduling 
PROJECT SPONSORSHIP 
- Projectโ€™s strategic alignment 
- Sponsor commitment 
- Expectation Management
Recommended books 
In Life and Leadership by Colin Powell 
The McKinsey Mind by Ethan Rasiel & Paul N. Friga 
Emotional Intelligence by Daniel Goleman 
The Power of Habit by Charles Duhigg 
Software Requirements: Thorny Issues and Practical Advice 
by Karl E. Wiegers 
Chapter 2 (free) of โ€œCosmic Truth About Software 
Requirementsโ€ (embedded in slide 20) 
Strengths Finder 2.0 by Tom Rath 
The fifth discipline by Peter M. Senge 
The Goal by Eliyahu M. Goldratt 
โ€œWhat we see depends mainly on what we look forโ€ โ€“ J. Lubbock
Recommended webinars 
Subscribe to http://www.itmpi.org 
Sample FREE seminars: 
Cosmic Truths About Software Requirements 
Software Requirements: 10 Traps to Avoid 
Navigating the Minefield: Estimating Before Requirements 
We Need it By October: What's Your Estimate? 
10 Traps to Avoid in Software Process Improvement 
The Marriage Between IT and the Business: Making it 
Work 
The Psychology of Customer Satisfaction 
โ€œEvery act of conscious learning requires the willingness to suffer an injury to one's self-esteem. That is 
why young children, before they are aware of their own self-importance learn so easily; and why older 
persons, especially if vain or important, cannot learn at allโ€ --Thomas Szasz
Recommended TED talks 
Powerful model for inspirational leadership 
https://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action 
Tips on how to speak with empathy 
http://www.ted.com/talks/julian_treasure_how_to_speak_so_that_people_want_to_listen 
How can you build a sense of shared purpose among people? 
https://www.ted.com/talks/stanley_mcchrystal 
Body language affects how others see us 
https://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are 
Why you fail to have a great career 
https://www.ted.com/talks/larry_smith_why_you_will_fail_to_have_a_great_career 
What motivates us to work? 
https://www.ted.com/talks/dan_ariely_what_makes_us_feel_good_about_our_work
BACKUP SLIDES
36 Common Project Failure Reasons 
Sandbagging is 
not the answer 
From article โ€œIT Project Management: Infamous Failures, Classic Mistakes, and Best Practicesโ€ by R. Ryan 
Nelson, University of Virginia
Claim is not yet assigned to a rep 
DAY 
3 
You have a pain in the neck. Friend helps you to get medicine. Claim rep had left 
a v/mail on your home phone 
DAY 
4 
You are in a car accident. Called the company. Company want you to call the 
agent. You call the agent and could only reach voice mail 
DAY 
1 
Able to reach the agent. Someone from claim office will call you 
DAY 
2 
Customer perspective example 
Insurance company# 1
Customer perspective example 
It is a Sunday 
DAY 
7 
Call from second claim rep who handles medical issues 
DAY 
8 
You get connected to claim rep. But he handles only auto claim, not medical 
issues. 
DAY 
5 
Car is taken to a mechanic and received a rental car. Neck is still hurting 
DAY 
6 
Insurance company#1 โ€“ Contd.. 
By this time you are ready to look for an alternate insurance firm
Customer perspective example 
But this is how insurance firm view on claim handling 
All calls should be reported through agents 
SUCCESS# 1 
SUCCESS# 2 
Insurance company#1 โ€“ Contd.. 
SUCCESS# 3 
SUCCESS# 4 
Assignment must occur within one business 
day of being reported by the agent 
Claim rep should contact the customer within 
one business day 
Claim should be assigned based on specialty 
(auto/medical) 
100% 
SUCCESS 
IN CLAIM 
HANDLING 
Company views this as a successful claim handling 
But customer is already shopping for another agency
You are in a car accident. Called the company. Claim rep called in 10 
minutes and arrived at scene in another 10 minutes. 
Rep arranged an appointment with doctor next day 
Rental car arrived in next 30 minutes 
Tow truck arrived in 30 minutes and took the car 
End of 1 hr all issues have been taken care!! 
DAY 
1 
Customer perspective example 
Insurance company# 2 
STATISTICS WORTH KEEPING IN MIND 
One 
week vs. 
one Hour 
British Airways survey outcome. 
Only 8% disgruntled customers complained 
23% of those complaints were never recorded 
69% disgruntled customers never complained at all 
1% increase in positive comments led to $300-500K revenue increase
Estimate convergence graph
Cosmic Truth About Software Requirements 
Copy this link if you cannot open the embedded file ๏ƒ  
http://www.processimpact.com/more_about_reqs_book/chapter_2.pdf 
Chapter 2
THANK YOU!

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On Boarding

  • 1. On Boarding Ground rules, expectations and values that matters! Suresh Gopalakrishnan, MBA, PMP, CSM Sgk_00@yahoo.com
  • 2. Agenda Your Logo Learning from last lecture Take away for professional life Ground rules My value framework Why define values/beliefs? Few things to excel in professional life Information paradox 1 2 3 โœ“ 4 5 6 7 8 Three things critical to reach the destination Recommended webinars Backup slides 9 12 Recommended books 10 11 Recommended TED talks
  • 3. Learning from the last lecture Last lecture (10 Min) by Randy Pausch, Professor at Carnegie Mellon University before he died from cancer http://www.youtube.com/watch?v=BODHsU3hDo4 We are what we do repeatedly, Excellence is, therefore, not an act but a habit - Aristotle
  • 4. Take away for professional life When things get tough there are two options โ€“ panic and runaway or face it with courage Experience is what you get when you donโ€™t get what you want When you do things incorrectly and no one is giving you an honest feedback, it is time to move on โ€“ it means they have given up on you There is a reason for the brick wall Donโ€™t complain โ€“ work harder Most important โ€“ !! HAVE FUN !! Justification is one of the biggest obstacle in bringing about personal excellence โ€“ Bhagavad Gita
  • 5. Ground rules Single most important thing to remember โ€“ โ€œThere are no results inside an enterpriseโ€™s walls. The result of a business is a satisfied customerโ€ โ€“ Peter Drucker Trust is the basis of everything Theory Y (ambitious, self-motivated and exercise self-control) instead of X (inherently lazy and avoid work) Not being on time is the worst thing a consultant can do Own your mistakes โ€“ โ€œTo err is human; to own it, divineโ€ (Aircraft Carrier example) Think of packaging every solution delivered to clients Contribution to knowledge repository is critical There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else โ€“ Sam Walton
  • 6. My value framework I strongly believe that Experience shapes our values and beliefs To excel in daily life, personal and professional, practice egolessness, transparency, collaboration, and accountability Be aware of strength and weakness, equally Put people first, always Plan ahead to carry forward values/beliefs
  • 7. Why define values/beliefs? You know where you are and where you want to be Now you need a map that helps you guide to the destination Defining values helps you with navigation In addition, others know exactly what matters to you and what can be expected of you ! Your beliefs become your thoughts, Your thoughts become your words, Your words become your actions, Your actions become your habits, Your habits become your values, Your values become your destiny -Mahatma Gandhi
  • 8. Few tips to excel in professional life Read the book on Emotional Design by Donald A. Norman http://www.ted.com/talks/don_norman_on_design_and_emotion?language=en Be aware of Detail and Dynamic complexity - Develop system thinking Learn about EQ, it is as important as IQ! It is your ability to perceive, control, and evaluate emotions Take a free test at http://psychology.about.com/library/quiz/bl_eq_quiz.htm Be aware of the top 10 reason for project failures (Slide 15) Think from customerโ€™s perspective โ€“ ALWAYS! (Slides 16-19) Be aware of Estimate Convergence graph (Slide 20) โ€œIf I had six hours to chop down a tree, Iโ€™d spend the first four hour sharpening the axโ€ - A. Lincoln
  • 9. Information Paradox Read first two chapters (free download) http://www.fujitsu.com/us/news/publications/books/ip.html Technology only provides capability โ€“ be aware of silver bullet thinking Understand benefit based business transformation Be aware of four critical dimensions of complexity Linkage / Reach / People / Time
  • 10. Three critical things to reach the destination CHANGE MANAGEMENT - Vision / Communicate - Empower/ Celebrate - Committed users SOLUTION DELIVERY - Clear requirements - Accurate estimation - Quality Assurance - Planning/Scheduling PROJECT SPONSORSHIP - Projectโ€™s strategic alignment - Sponsor commitment - Expectation Management
  • 11. Recommended books In Life and Leadership by Colin Powell The McKinsey Mind by Ethan Rasiel & Paul N. Friga Emotional Intelligence by Daniel Goleman The Power of Habit by Charles Duhigg Software Requirements: Thorny Issues and Practical Advice by Karl E. Wiegers Chapter 2 (free) of โ€œCosmic Truth About Software Requirementsโ€ (embedded in slide 20) Strengths Finder 2.0 by Tom Rath The fifth discipline by Peter M. Senge The Goal by Eliyahu M. Goldratt โ€œWhat we see depends mainly on what we look forโ€ โ€“ J. Lubbock
  • 12. Recommended webinars Subscribe to http://www.itmpi.org Sample FREE seminars: Cosmic Truths About Software Requirements Software Requirements: 10 Traps to Avoid Navigating the Minefield: Estimating Before Requirements We Need it By October: What's Your Estimate? 10 Traps to Avoid in Software Process Improvement The Marriage Between IT and the Business: Making it Work The Psychology of Customer Satisfaction โ€œEvery act of conscious learning requires the willingness to suffer an injury to one's self-esteem. That is why young children, before they are aware of their own self-importance learn so easily; and why older persons, especially if vain or important, cannot learn at allโ€ --Thomas Szasz
  • 13. Recommended TED talks Powerful model for inspirational leadership https://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action Tips on how to speak with empathy http://www.ted.com/talks/julian_treasure_how_to_speak_so_that_people_want_to_listen How can you build a sense of shared purpose among people? https://www.ted.com/talks/stanley_mcchrystal Body language affects how others see us https://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are Why you fail to have a great career https://www.ted.com/talks/larry_smith_why_you_will_fail_to_have_a_great_career What motivates us to work? https://www.ted.com/talks/dan_ariely_what_makes_us_feel_good_about_our_work
  • 15. 36 Common Project Failure Reasons Sandbagging is not the answer From article โ€œIT Project Management: Infamous Failures, Classic Mistakes, and Best Practicesโ€ by R. Ryan Nelson, University of Virginia
  • 16. Claim is not yet assigned to a rep DAY 3 You have a pain in the neck. Friend helps you to get medicine. Claim rep had left a v/mail on your home phone DAY 4 You are in a car accident. Called the company. Company want you to call the agent. You call the agent and could only reach voice mail DAY 1 Able to reach the agent. Someone from claim office will call you DAY 2 Customer perspective example Insurance company# 1
  • 17. Customer perspective example It is a Sunday DAY 7 Call from second claim rep who handles medical issues DAY 8 You get connected to claim rep. But he handles only auto claim, not medical issues. DAY 5 Car is taken to a mechanic and received a rental car. Neck is still hurting DAY 6 Insurance company#1 โ€“ Contd.. By this time you are ready to look for an alternate insurance firm
  • 18. Customer perspective example But this is how insurance firm view on claim handling All calls should be reported through agents SUCCESS# 1 SUCCESS# 2 Insurance company#1 โ€“ Contd.. SUCCESS# 3 SUCCESS# 4 Assignment must occur within one business day of being reported by the agent Claim rep should contact the customer within one business day Claim should be assigned based on specialty (auto/medical) 100% SUCCESS IN CLAIM HANDLING Company views this as a successful claim handling But customer is already shopping for another agency
  • 19. You are in a car accident. Called the company. Claim rep called in 10 minutes and arrived at scene in another 10 minutes. Rep arranged an appointment with doctor next day Rental car arrived in next 30 minutes Tow truck arrived in 30 minutes and took the car End of 1 hr all issues have been taken care!! DAY 1 Customer perspective example Insurance company# 2 STATISTICS WORTH KEEPING IN MIND One week vs. one Hour British Airways survey outcome. Only 8% disgruntled customers complained 23% of those complaints were never recorded 69% disgruntled customers never complained at all 1% increase in positive comments led to $300-500K revenue increase
  • 21. Cosmic Truth About Software Requirements Copy this link if you cannot open the embedded file ๏ƒ  http://www.processimpact.com/more_about_reqs_book/chapter_2.pdf Chapter 2