Thank you for the feedback. I will incorporate it to improve my summarization skills.

1. TOOLS & TECHNIQUES
TO ACHIEVE
DELIVERY EXCELLENCE
D John Peter PMP

2. 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.

3. INTRODUCTION
John is a Project Management Professional, currently working with
MindTree as Associate Director.
He has over 18 years of experience in information technology. His
area of experience progressed from programming, project
management and program management. His area of expertise is
Software Estimation and metrics & measurements.
He has developed estimation tools using function point analysis.
His area of focus is achieving Delivery Excellence by using the right
Tools and Techniques.
John holds MS degree from BITS, Pilani.

4. 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

5. 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.

6. WHAT IS EXCELLENCE?
• Representation
o Logos/Symbols that represents Excellence

7. KEY SUCCESS FACTORS
EFFORT
COST
SCHEDULE
SUCCESS
RESOURCE
QUALITY

8. SUCCESS CRITERIA
EFFORT
DELIVEY ON
BUDGET
COST
DELIVEY ON SCHEDULE
BUDGET DELIVEY ON
TIME
SUCCESS
RESOURCE
TALENTED & QUALITY
MATCHING MEETING
GOALS

9. PROJECT SCENARIOS
SCOPE
30
25
20
15 IDEAL
RESOURCE 10 EFFORT
SCOPE +
5
0 SCHEDULE+
EFFORT+
QUALITY SCHEDULE

10. JUGGLING WITH SUCCESS
FACTORS & CRITERIA

11. PROJECT SUCCESS FACTORS
IDENTIFIED BY RESEARCHERS

12. 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 Effectiveness
Get “SEAL OF DELIVERY EXCELLENCE” when the Performance goes beyond 100%
Excellence is Quality of being outstanding or extremely good

13. TOOLS TO PREDICT CSS
A CASE STUDY
SUCCESS SUCCESS CUSTOMER CONFIDENCE LEVEL BASED ON THE
EXPECTATION SETTINGS
FACTORS CRITERIA EXCEEDING MEETING BELOW
EXPECTATION EXPECTATION EXPECTATION
COST DELIVERYON HIGH MEDIUM LOW
BUDGET
EFFORT DELIVERY HIGH MEDIUM LOW
ON BUDGET
TIME DELIVER ON HIGH MEDIUM LOW
TIME

14. TOOLS TO PREDICT CSS
A CASE STUDY
SUCCESS SUCCESS CUSTOMER RELATIONSHIP STATUS BASED ON THE
EXPECTATION SETTINGS
EXCEEDING MEETING BELOW
FACTORS CRITERIA EXPECTATION EXPECTATION EXPECTATION
QUALITY STATED
GOALS EXCELLENT GOOD AVERAGE
COMMUNIC OPEN/TRA
ATION NSPARENT EXCELLENT GOOD AVERAGE
95x95x95
RESOURCE TALENT &
RIGHT FIT EXCELLENT GOOD AVERAGE

15. TOOLS TO PREDICT CSS
A CASE STUDY
Excellence zone
Excellence zone

16. TECHNIQUES TO ACHIEVE
MOVE FROM ACHIEVEMENT AREAS MOVE TO
TRADITIONAL WAY EXCELLENCE WAY
INDIVIDUAL INNOVATION CO-CREATION
MANUAL BUILD, TESTING AUTOMATION
REACTIVE MODEL HIGH MATURITY PREDICTIVE MODEL
OPAQUE/DELAYED COMMUNICATION TRANSPARENT/QUICK
USING OBJECTIVE RESOURCE SKILL USE SUBJECTIVE METHODS
PROCESS ASSESSMENT/FITMENT CERTIFIED (PMP, SCJP, MCSE)
ABILITY MEETING BUSINESS RESPONSIBILITY
GOALS AND OBJECTIVES
RE-INVENT & SAVE TIME & COST REFER BEST PRACTICES ,
RE-CREATE LESSONS LEARNT & RE-USE
WAIT FOR SURVEY CAPABILITY&MATURITY PREDICT CS LEVEL
SUPPLY ON DEMAND TALENTS ACQUISITION PREDICT DEMAND&SUPPLY
RESOURCE POOL COMPETENCY DEV. CENTRE

17. 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

18. SUMMARY
So what is Excellence? Is it like climbing the Mount Everest or Winning a medal? Not
really, because equating excellence with heroism not only demotivates but also
discourages to achieve Excellence. Hence the important point here is to change that
mindset, “excellence is a habit rather than a heroic act”.
Then, who can achieve Excellence? “Everyone” in the team CAN achieve excellence
by exceeding stakeholder expectations. Stakeholder means not necessarily only
customers; even excellence can be achieved by getting a smile from an internal or
external team member.
Hence, achieving excellence is not an one time activity instead it should be a “Daily
Goal”. Collective effort of Daily Goal across the organization will SURELY brings not
only “Excellence” but also “Delivery Excellence”.

20. Acknowledgements
Lior 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.pdf
An Example of Excellence http://championsclubcommunity.com/customer-service/explore/stories-of-excellence/
Reviewera: Angeline, Preslyn, Nagesh, Raghavendra,Arun, Mahesh