On Boarding


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Presentation used while bringing consultants on board client engagements in consulting world

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On Boarding

  1. 1. On Boarding Ground rules, expectations and values that matters! Suresh Gopalakrishnan, MBA, PMP, CSM Sgk_00@yahoo.com
  2. 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 ✓ 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. 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. 4. Take away for professional life When things get tough there are two options – panic and runaway or face it with courage Experience is what you get when you don’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 – it means they have given up on you There is a reason for the brick wall Don’t complain – work harder Most important – !! HAVE FUN !! Justification is one of the biggest obstacle in bringing about personal excellence – Bhagavad Gita
  5. 5. Ground rules Single most important thing to remember – “There are no results inside an enterprise’s walls. The result of a business is a satisfied customer” – 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 – “To err is human; to own it, divine” (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 – Sam Walton
  6. 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. 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. 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 customer’s perspective – ALWAYS! (Slides 16-19) Be aware of Estimate Convergence graph (Slide 20) “If I had six hours to chop down a tree, I’d spend the first four hour sharpening the ax” - A. Lincoln
  9. 9. Information Paradox Read first two chapters (free download) http://www.fujitsu.com/us/news/publications/books/ip.html Technology only provides capability – be aware of silver bullet thinking Understand benefit based business transformation Be aware of four critical dimensions of complexity Linkage / Reach / People / Time
  10. 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 - Project’s strategic alignment - Sponsor commitment - Expectation Management
  11. 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 “Cosmic Truth About Software Requirements” (embedded in slide 20) Strengths Finder 2.0 by Tom Rath The fifth discipline by Peter M. Senge The Goal by Eliyahu M. Goldratt “What we see depends mainly on what we look for” – J. Lubbock
  12. 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 “Every 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 all” --Thomas Szasz
  13. 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. 15. 36 Common Project Failure Reasons Sandbagging is not the answer From article “IT Project Management: Infamous Failures, Classic Mistakes, and Best Practices” by R. Ryan Nelson, University of Virginia
  16. 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. 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 – Contd.. By this time you are ready to look for an alternate insurance firm
  18. 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 – 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. 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
  20. 20. Estimate convergence graph
  21. 21. Cosmic Truth About Software Requirements Copy this link if you cannot open the embedded file  http://www.processimpact.com/more_about_reqs_book/chapter_2.pdf Chapter 2
  22. 22. THANK YOU!