Program Management Experience from DHL Express IT Programs

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Program Management Experience from

DHL Express IT Programs

Thomas Deutschlaender

PMI Malaysia Evening Talk,13 March 2013

Page 2Program Management Experience from DHL Express IT Programs March 2013

International program management is

a great experience

IT Program Manager

Worked with people from over 20 countries

Lived in Malaysia for two years

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The most international company in the world

Global solutions to serve customers around the world.


Keystones to make international programs a success

Building an international team

Using supporting technology

Building an international team

Using supporting technology

Encouraging communication Encouraging communication

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International programs need special attention

Locations /physical distance

One / no distance Many locations, in different countries / long distances

Language Usually one Usually many with an agreed program language

Time zones One Skewed or asynchronous working hours

Organizations One to many Many

Cultural differences

None or low High

Kuala Lumpur


Be aware of cultural differences

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Making international programs a success

Encouraging communication Encouraging communication


Open and personal communication is the basis for a high

performing program team

■Meet the stakeholders and project teams in person.

■ Run a global Program Kick-Off meeting

■ Create a personal exchange - starting with yourself

■ Try distance communication techniques and tools and change if necessary.

Communication is a prerequisite for coordination and knowledge sharing

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Communication needs planning and management

� Run an stakeholder analysis and find the key

communicator of the program

� Create and execute a communication plan with

your stakeholder

� Ensure that the program members understand

that communication is a shared responsibility

� Listening is the most important part in

communication – regularly ask stakeholder for

their opinion


Creating a Program Charter at the outset is important

The Program Charter:

� describes the business reason for the program and

the overall objectives

� needs approval from the Program Board

� How to define the Programs Charter:

� interview stakeholders and

� explain in 15 words

� Report program progress against the agreed

objectives in the Program Charter

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Communicate program objectives to the team

� Having a clear objective gives direction

� Helps teams understand their contribution and

responsibilities

� Facilitates teams to manage themselves

� Motivates team to contribute to the overall

objectives



Building an international team Building an international team

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Creating an international team with the right skills and

attitude is critical

■ Find the right people with necessary experience, attitude and capability

■ Organize training (if required) on intercultural awareness, groupware tools and language

■ Use the start phase to build relationships between the teams

■ Create the right team attitude: ■ Focus on delivery ■ “Can do” mentality

Teambuilding must take place at the beginning of the program


A clear and self-sustainable program organization sets the

framework for successful delivery

� Ensure the right representatives (experience,

authority) are on the Program Board

� Teams should be capable of delivering results

– self-sustainable

� Programs delivering integrated solutions

require dedicated teams to manage them

end-to-end

� Treat vendor teams as part of the overall

team. “We are one team with one objective”

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Recognize achievements to ensure continued success

� Highlight contribution to the overall

Program result

� Celebrate achievements locally and

globally

� Share successes of the team, no

matter how small.


Respect is a cornerstone to making the team go the extra

mile

� Team members who feel you care

and respect them will go the extra

mile when you need them to do.

� Respecting local customs and

cultures is important.

� Recognizing team members have a

life outside work.

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Using supporting technologyUsing supporting technology


Use technology to help reduce distances and support

exchange of information

� An on-line team calendar makes visible the teams

availability. Public holidays, vacations, trainings

should be posted here.

� (Short message) office communicator enables

easy and direct dialog between team members in

different locations.

� A program blog / program Wiki supports

asynchronous communication and helps to have an

common understanding of specialist program

terminology

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Establishing a shared groupware platform is key for

knowledge sharing within the program

• “No local files” to ensure team members from all sites have access to all information at all times

• A standardized clear folder structure to reduce search time and find information. However also give teams the freedom to extend this.

• File name conventions and document templates to increase efficiency.

• Use online tools such as risk / issue and actions log to provide up to date status

“Golden rules” of knowledge sharing


Making international programs successful

� Facilitate communication with the right

attitude of openness for people from

different backgrounds

� Build the global program team that feels

and works as one team at the

beginning.

� Ensure a common platform to make it

easy for team members to contribute

and to have access to information.

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Global teams made up of different cultures can achieve

outstanding results

� Combining different experiences from

around the globe is increasing the value

for the customer.

� Participating in an international program

is an great personal experience.


The capability to run international programs is a huge

advantage

Malaysia, with its mixed population and

knowledge of world languages, has great

opportunities for running international

programs.

Companies capable of rapidly creating

international program teams to respond to

changing business requirements have a huge

competitive advantage.

International Program Management experience

will enhance your career opportunities.

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Program Management Experience from DHL Express IT Programs