Always Know What Done Looks Like

Transcription

1 Gain real-time visibility into your projects. cloud-based, workflow-driven Professional Services Automation Always Know What Done Looks Like Strategies for Keeping Your Team Focused on the End Game

2 Today s Speakers Shane Anastasi PS Village Advisory Board Member Vice President Global Training Operations Salesforce Author: The Seven Principles of Professional Services Kevin Sequeira General Manager / Director of Product Management Tenrox Eric Demers Senior Solution Consultant Tenrox 2

3 Housekeeping To submit a question: Raise Hand Type in your question here Click Send 3

4 AGENDA Background of the Seven Principles Defining What DONE Looks Like Maintaining the Definition of DONE - Understanding Contracts - Baselines and Change Management - Project Relevancy Test - Prescribing DONE Tenrox PSA Demo Questions 4

5 POLL: Formal Orientation Does your organization provide formal soft skills training as a part of its onboarding of new professional services hires? Yes, 35% No, 65% 5

6 Background

8 Successful PS Turnarounds require that project spot fires be controlled and prevented from adding to the existing blaze. 8 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

9 Why Do Spot Fires Go Unattended? Make me successful! THIS HAS NOTHING TO DO WITH WHAT I LEARNED AT SCHOOL! More revenue! More margin! CUSTOMER SERVICES FIRM CONSULTANT 9 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

10 So we ask them to change SUBJECT MATTER EXPERT Focus on HOW What s Possible Deliver to Specification Invest in the Technology CONSULTANT Focus on WHY What Will Be Successful Recommend a Path to Success Invest in the Customer 10 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

12 A Different Approach NEGOTIATION SKILLS COMMUNICATION SKILLS TIME MANAGEMENT SKILLS OWNERSHIP & ACTION PRINCIPLE #2 ALWAYS SPECIFIC KNOW SITUATIONS WHAT DONE LOOKS LIKE 12 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to

13 Benefits Individual Consultant Easier to learn Easier to relate to More effective Increased engagement Provides clear context for all other types of feedback Team Common vernacular Faster to see results Environment of shared learning Services Firm Greater field efficiency Less rework (higher margins) Less escalations More time to manage / invest Customer Greater level of trust Better long-term outcomes More timely delivery Greater satisfaction 13 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

14 The Seven Principles of Professional Services 1. Adapt to Your Environment 2. Always Know What Done Looks Like 3. Manage Expectations 4. Have Difficult Conversations Early 5. Think F.A.A.S.T. 10 FREE Copies Winners Announced at End of Webinar 6. Contribute to the Collective Wisdom 7. Stay Engaged (with your career) w w w. p s p r i n c i p l e s. c o m TEAM MOTIVATION CONSULTANT TRAINING TRANSFORMATION FRAMEWORK TEAM ACCREDITATION Available from Amazon (paperback & kindle), ibooks and LuLu (hardcover) 14 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

15 What is Done exactly?

16 Seeing the Forest for the Trees It matters little what the exec knows once the team is lost in the wilderness. It matters most that the team knows how to navigate their way through it! 16 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to

17 D-O-N-E DONE means a universal understanding of the project s intended final destination. This means understanding the CONTRACTUAL criteria to complete the project, while making sure that SPECIFICATIONS provide a step towards that criteria rather than becoming a distraction. 17 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

18 Why do we Lose Sight of Done? SUCCESS ACCEPTABLE OUTCOME DONE SPECTRUM MINIMUM ACCEPTABLE OUTCOME UNACCEPTABLE OUTCOME 18 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to

19 What Distracts Us from Done? Changing Customer Requirements Project Details Escalations Confusion about Testing and Testing Results Confusion about Responsibilities Urgent Matters Mistaken as Important 19 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to

20 Why is it one of the 7 Principles?

21 Every Deviation Costs! Concept of DONE (Contract) The point of deviation Planned Route Over Time Severity of deviation Realization of DONE (Acceptance) The point of identification Cost to correct the deviation The point of action Consultants must truly believe that time is the enemy once a deviation occurs it is EVERYONE S job to act urgently there is always a cost to realign a deviation acting quickly could save the project from disaster cost and time are related 21 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

22 Hundreds of potential deviations! Concept of DONE (Contract) Realization of DONE (Acceptance) This kind of chain reaction can make the time-cost relationship EXPONENTIAL! The cost of correcting one deviation can quickly expand as it causes a further diversion from Done 22 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

23 Less deviation = greater success! Concept of DONE (Contract) Planned Route Realization of DONE (Acceptance) Reduce Rework and Non-Billable Time Increased Billable Utilization and Revenue Higher Customer Satisfaction 23 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

24 Maintaining Sight of Done

25 POLL: Understanding Contracts Do your consultants receive training on how to read legal contracts? Yes, 8% No, 92% 25

26 Empower Consultants to Think about the WHOLE project like an executive about their impact on the final outcome about protecting the company s assets about their own limitations 26 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

27 The Contract is the 1 st Definition of Done THE PROFESSIONAL SERVICES BUYING PROCESS Business Case Creation Business Case Funding Vendor Selection Contract Negotiation CONTRACT CREATED PSA + SOW + HANDOVER MATERIALS Project Kick Off Project Delivery Project Conclusion 27 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

28 Baseline and Change Management We Are All Accountable for Managing Done! All consultants need to understand baseline management All consultants must work from an approved baseline All consultants must be on the look out for situations where the baseline integrity has been compromised 28 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to

29 The Done Relevancy Test Project Scope The Remaining Project IMPORTANT Scope NOT URGENT Project Scope Critical Components IMPORTANT URGENT Importance (SUCCESS) Noise NOT URGENT NOT IMPORTANT (IRRELEVANT) (ACCEPTABLE) Out of Scope or New Desires URGENT NOT IMPORTANT (CHANGE) Urgency 29 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to

30 You re the Expert - Prescribe Success! Present as the expert Prescribe Best Practices Believe in the collective wisdom Don t just give in it is too important Escalate dismissive responses Be careful of looking arrogant THE CUSTOMER WANTS TO BENEFIT FROM OUR EXPERIENCE! 30 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

31 Prescribing Techniques Technique Advantage Yes, if - Delicate redirection by acknowledging the request while highlighting the consequence Historical Success - Demonstrating historical success that has come about from adopting best practices is incredibly powerful Quantify Risk - Clearly define how going against the prescription decreases the chance of success and potentially increases costs - Identify if the eventual product / service will change Escalate - Demonstrate the importance by having a standard escalation procedure - By elevating the conversation to the executive level, you can test the want versus the need 31 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

32 Making it Stick

33 Changing Behavior with Principles The 7 Principles of Professional Services Onsite Training (1 Day) Yearly Refresher Employee Review Post-Implementation Review Discussion Groups Process Integration Success Breeds Success 33 Copyright 2015 PS Principles LLC Please report any unauthorized use of this material to admin@psprinciples.com

34 Summary Principles are more efficient teaching tools Teach your team what you already know they want to learn from you! Drive urgency to act whenever the sight of DONE is lost Develop an ongoing framework to make it stick If your team knows how to navigate the jungle, then you won t have to spend as much time rescuing them! 34

35 Upland Software Tenrox PSA and Demo

36 Cloud-based Enterprise Work Management Connecting people through technology, automating the flow of work and bringing visibility to all aspects of the organization Our Mission: To revolutionize the way organizations plan, manage and execute projects and work. Our customers use Upland s family of cloud-based software to: Run smoothly: through better visibility, governance and alignment with business objectives Change quickly: with increased coordination, visibility and collaboration One Enterprise-Class Partner Scalable 360 Service Secure Integrations Many Built-for-Purpose Products Achieve more: getting the most value from all organizational resources people, time and money The Upland Advantage 36

37 The Upland Family of Cloud-based Products Built-for-purpose tools to suit your needs delivered by a single, enterprise-class software company 37 Product Category Program & Portfolio Management IT Financial Management Project Management & Collaboration Professional Services Automation Time & Expense Management Document & Workflow Automation Web Content Management What it Does Drive program, portfolio & project results from the top-down Run IT as a business with transparency, visibility & control Improve project planning & work execution across the organization Streamline service delivery & resource management Automate project time tracking & client billing Improve efficiency with end-to-end content & process automation Boost brand awareness, increase engagement & drive conversions

38 Award-Winning Family of Cloud-Based Products Program & Portfolio Management Project Workforce Management Financial Management Enterprise Work Management Project Management & Collaboration Upland has enabled us to take better control of all aspects of our finances and improve profitability, resource utilization and make better decisions for the future. Workflow Automation & Enterprise Content Management 38

39 Tenrox PSA

40 Do you Often Ask? Are you allocating your resources to low margin projects? How can you increase resource utilization? Are you experiencing revenue leakage due to billing delays and manual billing processes? Do you enter and re-enter data into multiple systems? How can you better manage scope change on fixed bid projects? 40

41 Professional Services Automation (PSA) PSA software supports a company's ability to address and respond to customer-driven demand for services, billable projects or other types of customer-support interactions. PSA software improves service delivery, resource management, project management and collaboration, while ensuring accurate and timely time and expense capture and billing. 41

42 Professional Services Automation (PSA) Increase Project Effectiveness Achieve Better Visibility Improve Planning & Forecasting Top Reasons why services organizations implement PSA Improve Resource Utilization 4 According to a study performed by the National Computing Center 42

43 The Tenrox Value Best of breed PSA with built-in connectors Dedicated team for deployment & training Continuous support to ensure your success Intuitive UI coupled with unmatched feature set Visual workflow-driven architecture simplifies configuration and reduces learning curve Built on the Microsoft stack (SQL,.NET, SSRS) Proven turnkey solution built for organizations like yours 43

44 Tenrox PSA Enables services organizations to improve service delivery and resource management, while streamlining accurate time and expense capture and billing. Key Benefits & Capabilities: Key Functional Areas: Awards & Accolades: Best Project Management Solution PPM for PSA Certified 44 Monitor and increase resource utilization Increase control over fixed bid projects, scope change and employee-related expenditures Implement consistent project execution best practices Automate project compliance with labor and industry regulations Increase project visibility, workforce productivity and operational effectiveness Facilitate real-time communication and decisionmaking Resource & Capacity Planning Project Planning Revenue Management Workflow Designer Time Tracking Expense Management Project Financials Analytics & Reporting Integration Mobile

45 Process Driven Solution Opportunity / Projects Plan & Forecast Execute Integrate Accessible Anywhere Workflow-Engine Bill, Invoice, Chargebacks & Rev. Rec. 45 Analyze & Report

46 Tenrox Usage Scenario 1 Program Bank ($$) Project Budgets 2 Timesheet Expense Plan Capacity Forecast & Resource Plans Cost / Charge Back Rates Execute Non-Labor Costs 3 Bill & Invoice 4 Budget Vs. Actuals Chargebacks Program Burn Rate Financials Rev Rec. Analyze Optimize 46 5 Integrate Tenrox Quick Connect AP / AR / GL Accounts HR / Payroll ERP

47 Live Demo

48 48 Questions

49 Contact Us: *** SPECIAL OFFER *** 15% OFF PS Principles 1 Day Training Just mention this webinar 49

50 PDU Credits This webcast session entitles you to obtain 1 PDU towards your PMP as per the PMI Organization. This session appears on web site page. Continuing Certification Requirements System: Course information: Provider ID#: 2750 Provider Name: Upland Software Course ID: Tenrox Program Name: Always Know What Done Looks Like, Strategies for Keeping Your Team Focused on the End Game 50