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In this new “age of the customer” the traditional PMO’s focus on process and execution is now shifting to accommodate a more broad view of their organization in order to provide better strategic advice to their stakeholders. Listen in now to hear an insightful discussion with special guest, Margo Visitacion, Vice President and Principal Analyst, Forrester Research, Inc. who recently authored research that supports this concept of The Concierge PMO – aka the group with “all the answers.” Best-selling business author and Planview senior editor, Jerry Manas hosts this interactive event so you walk away learning why serving as the knowledge center is a great fit for PMOs.
Citation preview
The Concierge PMO Steps and Benefits of Managing an Inclusive Knowledge Center
Margo Visitacion, Forrester Research, Inc.
Jerry Manas, Planview
Access the webcast at Planview.com/Concierge
© 2014 Planview, Inc. | 2 | Confidential
Presenters
25 years of experience in IT project management, quality assurance and PMOs
At Forrester, Margo’s research covers the following areas: PMO, Project Portfolio Management, QA and Agile practices
Margo helps clients develop and improve best practices in PMOs, PPM and QA, and helps with tool selection
Margo Visitacion, Vice President & Principal Analyst, Forrester Research
Jerry Manas, Senior Editor, PRISMS Planview
Bestselling author of Napoleon on Project Management and Managing the Gray Areas
25 years of experience in management consulting, PMO development, and project management.
Develops and promotes best practices in the areas of leadership, planning, execution, and value delivery at Planview
Access the webcast at Planview.com/Concierge
To enable your customers, meet their
needs.
Access the webcast at Planview.com/Concierge
© 2014 Forrester Research, Inc. Reproduction Prohibited 4
A great PMO is like a great concierge . . .
› Enables business and
technology managers
› Provides solutions to
problems
› Removes barriers
› Provides guidance and insight
› Adapts to changing situations
› Mitigates risks
› Provides great customer
service
Access the webcast at Planview.com/Concierge
© 2014 Planview, Inc. | 5 | Confidential
It’s time to think like a brand manager
Customer Focused Objectives
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© 2014 Forrester Research, Inc. Reproduction Prohibited 6
It’s time to think like a brand manager
Who are your customers?
What are their needs?
What are their
capabilities?
What kind of projects/initiatives do they deliver?
What do they need to
be successful?
How do they measure success?
How do you need to work with
them?
How do you keep them engaged?
How do you measure
their satisfaction?
Access the webcast at Planview.com/Concierge
© 2014 Forrester Research, Inc. Reproduction Prohibited 7
Understand the needs of your customers
Customers Process
Are current processes getting in the way of outcomes?
Access the webcast at Planview.com/Concierge
© 2014 Forrester Research, Inc. Reproduction Prohibited 8
Coaching to create a delivery-driven organization that uses planning to succeed The inclusive PMO
Understand pains to prioritize quick wins.
Over-allocated key resources
Lack of visibility of dependencies at the portfolio level
Inconsistent issue and change management
Insufficient change management to prepare organization
Inconsistent messaging
Start wide and light; build depth as you need it.
Simple WBS — forget schedules for the moment (really!)
Communication stream
Push resource forecasting and performance over tasks.
Start capturing data now.
Focus on health, capacity, and work in progress.
Access the webcast at Planview.com/Concierge
© 2014 Forrester Research, Inc. Reproduction Prohibited 9
Designing PMO strategy to support customers’ needs drives good business
• Measure interaction
• Satisfaction
• Innovation
• Highly usable tool sets
• Continually assessing process to cut waste
• KPIs = achieving strategy
• Portfolio analytics
• Resource management
• Demand management
• Clearly defined PMO strategy
• Portfolio facilitation
Defining the vision
Active partnership
Engaging customers
Enabling the
business
Access the webcast at Planview.com/Concierge
© 2014 Planview, Inc. | 10 | Confidential
Broaden the view for a best-in-class PMO
People, Objectives, Strategy, and Technology (POST)
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© 2014 Forrester Research, Inc. Reproduction Prohibited 11
PMO POST approach
› A guide to best-in-class
› Expect peaks and valleys.
› Identify key pains and quick wins.
People
• Leadership
• Sponsorship
• Culture
Objectives
• Goals
• Practices
• Outcomes
Strategy
• Vision
• Road map
• Outcomes
Technology
• Tools
• Data
Relationships Alignment Purpose Decision
Enablement
Access the webcast at Planview.com/Concierge
© 2014 Planview, Inc. | 12 | Confidential
Outcomes: Start with the Questions
› This will drive the tools and training needed
› Common pain areas are demand prioritization and capacity planning
Access the webcast at Planview.com/Concierge
© 2014 Planview, Inc. | 13 | Confidential
Don’t be a dealer in methodology; be an enabler of business agility.
Integrated Strategic Execution
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© 2014 Planview, Inc. | 14 | Confidential
Delivering Value: The PMO as an Integrator Through the Change Continuum
* The Portfolio Ecosystem, from the book, Taming Change with Portfolio Management, by Pat Durbin and Terry Doerscher
The PMO delivers value through Enabling Change. The vehicle for integration is Portfolio Management.
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© 2014 Planview, Inc. | 15 | Confidential
Prioritize Investments
Assess Capacity
Roll Up to Strategies
Assign Resources
Manage Product
Roadmaps
Common Technology Areas of Need
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© 2014 Planview, Inc. | 16 | Confidential
Be a Concierge PMO: Think like a brand manager, broaden the view, and enable business agility
Closing Thoughts
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Thank You
Access the webcast recording at: http://Planview.com/Concierge Questions or comments? Email us at [email protected]
Access the webcast at Planview.com/Concierge