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PMI Summit 2013 – learning on the fly 1
Learning on the flyTraditional learning practices don’t work
Robert Doetsch / Coen Donders (ResultH)
PMI Summit 2013 – learning on the fly 2
Bio Coen DondersSenior Project ManagerNational and international projectsAreas:
Energyfixed and mobile telecom / GSM-RailICT developmentContract Management
Co-founder of ResultH
Bio Robert DoetschSenior Project Manager
National and international projectsAreas:
TV (CATV, Digital, IP, Interactive)TelecommunicationProduct developmentProcess Management
Co-founder of ResultH
Common characteristics of our projects are:technical, one-off, long lasting, complex, multi-vendor, etc…
PMI Summit 2013 – learning on the fly 3
Is it important to evaluate at the end of a project in order to improve?
PMI Summit 2013 – learning on the fly 4
It is important to evaluate at the end of a project in order to improve.
It is important to continuously evaluate at the end of a project in order to improve.
PMI Summit 2013 – learning on the fly 5
Traditional approach
LEFT SIDE BRAIN
o Implementation of processeso At the endo Documenting experienceso For use in next projectso Organized and logical
approach
PMI Summit 2013 – learning on the fly 6
Why traditional evaluation doesn’t work
Input for next project: Inside outSuperficial results due to long evaluation periodRe-use after project ending, e.g. often after long periodLess motivation at the end of projectSometimes even skipped
Experiences have a limited sustainability………use them before they blur!
PMI Summit 2013 – learning on the fly 7
Why traditional evaluation doesn’t work
PMI Summit 2013 – learning on the fly 8
Our general approach
Head Heart Hands
• Hard skills• Processes• Plans• Traditional focus
• Soft skills• Intuition• Culture• Creativity
• Execution• Combine head and
heart to move the hands fruitfully
PMI Summit 2013 – learning on the fly 9
Evaluation by Head
How to use your head:
Focus on critical aspectSimple and easy Improving instead of documenting
Typical Influenced by:
Supply chainContracts
Impact of the project
Tailor your process!
PMI Summit 2013 – learning on the fly 10
Evaluation by Heart
How to use your heart:Motivation is key for learning processesContinuous presentSoft skills are individualInside - in
Typical Influenced by:
Time pressureChallenge in the work
Responsibility and MandateCulture: National, Company, Project,
Team
PMI Summit 2013 – learning on the fly 11
Evaluation by Hands
Focus evaluation process only on critical success factors of the project
Use best practises as a start to implement evaluation process
Determine how to gather information for the evaluation process
Implement improvements
Involve the team to determine success factors
Motivate the team to evaluate and improve
Create environment where people can be critical.
Give people responsibility and mandate to implement improvements
Only the combination of head and heart will be successful!
PMI Summit 2013 – learning on the fly 12
Important
Every hard aspect (head) should be combined with a soft (heart)
Implement improvements is more important then documenting them
Make improvements visible
Do it from the start of the project
Use valuation to improve the current project
PMI Summit 2013 – learning on the fly 13
Some best practices
PMI Summit 2013 – learning on the fly 14
CALL CENTRE MERGEREvaluation as a motivator
PMI Summit 2013 – learning on the fly 15
CallcenterA
Call-centre merger Facts
800.000 customers
170 call agents
PMI Summit 2013 – learning on the fly 16
CustomerRelation
Management
Call-centre merger + New CRM
PMI Summit 2013 – learning on the fly 17
CustomerRelation
Management
Call-centre mergerMarketing
HRM
Facility
ICT
PMI Summit 2013 – learning on the fly 18
70+ projects!
Call-centre merger
Pressure will growAcceptance will lowerSick leave will increase
Motivation will drop fast
PMI Summit 2013 – learning on the fly 19
We need to know what is going on?What problems do the agents face?Again another process \ project would be counterproductive!And how can we improve the situation?Motivation defined as success factor
A special task for the transit team …
Call-centre merger how to improveEvaluation as a motivator
Best
pra
ctice
PMI Summit 2013 – learning on the fly 20
3. The Champions
1. The Team
2. The iceberg / wailing Wall
Evaluation as a motivator
PMI Summit 2013 – learning on the fly 21
7. Fun
8. Work time
3. Remove call time
4. Relax on desk
6. Break out
5. Improved several procedures step-by-step
1. The Team
2. The iceberg
Evaluation as a motivator
PMI Summit 2013 – learning on the fly 22
Inside – out: Method also used to transit call centre B
Call-centre merger result
CRM
PMI Summit 2013 – learning on the fly 23
WORKFLOWEvaluation as a strategy
PMI Summit 2013 – learning on the fly 24
Implementation of digital workflow/case management system
> 500.000 end-users
Implemented on distributed locations (nation-wide) , 200+
Influence on many different part of organization
Expected resistance
Small issues will have have big impact
Project workflow
PMI Summit 2013 – learning on the fly 25
Fast & continuous feedback required to quickly implement improvements
Different aspect of implementation (IT, HR, etc) require much information
How to implement a continuous radar ?
Evaluation as a strategy
PMI Summit 2013 – learning on the fly 26
What aspects are important?
Communication
IT performance
Training
User experience
Defining the control information
How to gather the information?
Interviews
Checklists
Helpdesk calls
Reporting
PMI Summit 2013 – learning on the fly 27
Using an evaluation team
The organizationTraining
Information
Evaluation teamProjectmanager
ICT
HR
improvements
Improvements
Information
PMI Summit 2013 – learning on the fly 28
Outcome
Minimal re-work due to fast control loop
Smooth implementation
Minimal resistance
PMI Summit 2013 – learning on the fly 29
Conclusion:
Evaluation is key to success
There is no ‘Off the shelf’ evaluation process that solves it all.
A (HHH) project manager who understands business is mandatory
PMI Summit 2013 – learning on the fly
Use all elements for success
Define of clear customized process at start of the project and adapt during project
Create a culture allowing continuous exchange of experience.
Keep review short cycles and DO IT. It does not go naturally.
Head Heart Hands
PMI Summit 2013 – learning on the fly 31
Now you know why ResultH is with an H !
Feedback & Questions: