The document discusses the role of a PMO (Project Management Office) within a business transformation program. It notes that a transformation program aims to rethink CRM processes and commercial offers to improve the customer experience. A transformation involves changing from vertically organized channel management to a client-centric model focused on products, services and integrated offers. The role of the PMO is to help manage the inside-out process redesign and system upgrades needed to transition the organization and enable the new operating model.

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 2012
1 The role of PMO within a transformation programme

2. Agenda
Q&A
PMO: Top 10 Functions
The context
The role of PMO
Lessons Learned
2 The role of PMO within a transformation programme

3. Agenda
Q&A
PMO: Top 10 Functions
The context
The role of PMO
Lessons Learned
3 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 Transformation
Not 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 Offer
7 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
Services
8 The role of PMO within a transformation programme

9. Business Transformation stakeholders
9 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
Launch
10 The role of PMO within a transformation programme

11. From IT Transformation to Business Transformation
From… … to
11 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 user
12 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 Learned
14 The role of PMO within a transformation programme

15. The role of PMO
Infrastructure Stakeholders Vendors
Management Management Management
Communication Office Knowledge
Management Management Management
15 The role of PMO within a transformation programme

16. The role of PMO
Infrastructure Stakeholders Vendors
Management Management Management
Communication Office Knowledge
Management Management Management
16 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 & procedures
17 The role of PMO within a transformation programme

18. The role of PMO
Infrastructure Stakeholders Vendors
Management Management Management
Communication Office Knowledge
Management Management Management
18 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 Plan
19 The role of PMO within a transformation programme

20. The role of PMO
Infrastructure Stakeholders Vendors
Management Management Management
Communication Office Knowledge
Management Management Management
20 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 Management
22 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 Plan
23 The role of PMO within a transformation programme

24. The role of PMO
Infrastructure Stakeholders Vendors
Management Management Management
Communication Office Knowledge
Management Management Management
24 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 Report
25 The role of PMO within a transformation programme

26. The role of PMO
Infrastructure Stakeholders Vendors
Management Management Management
Communication Office Knowledge
Management Management Management
26 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 Hub
27 The role of PMO within a transformation programme

28. Agenda
Q&A
PMO: Top 10 Functions
The context
The role of PMO
Lessons Learned
28 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 resources
29 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 service
30 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 approach
31 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 management
32 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 guidelines
33 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 Knowledge
34 The role of PMO within a transformation programme

35. Agenda
Q&A
PMO: Top 10 Functions
The context
The role of PMO
Lessons Learned
35 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 & Control
36 The role of PMO within a transformation programme

37. Agenda
Q&A
PMO: Top 10 Functions
The context
The role of PMO
Lessons Learned
37 The role of PMO within a transformation programme

38. Questions & Answers
38 The role of PMO within a transformation programme

39. Thank you
giorgio.difronzo@vodafone.com
Contacts giorgio.difronzo@pmi-nic.org
39 The role of PMO within a transformation programme