Optum+ enhancing client experience in architecture, engineering & construction strategy

Enhancing Client Experience In Architecture, Engineering & Construction

Philip ThomasOptumplus

[email protected]

Define - ex·pe·ri·ence [ik-speer-ee-

uhns] 01

table of contents

Why – digital globalized economy;

a changed focus and reputation

is only as good as the last project 02

How - enhance client experience

to make project delivery relevant

for the 21st century03

What – What has changed to

challenge us in the disruptive

environment04

Snapshot - enhance our client

experience & innovate our

experience delivery05

Coordinates – sparking

conversation06

3

ex·pe·ri·ence [ik-speer-ee-uhns]

Noun

a particular instance of personally encountering or

undergoing something:

business experience.

Philosophy:

the totality of the cognitions given by perception;

all that is perceived, understood, and remembered.

definition of experience by Dictionary.com

define

A Duarte-Slidedocs template

section 01

"Experience innovation

will be a crucial

component for companies

seeking to remain relevant

and retain customer

loyalty.”

Rick Wise, CEO of

Lippincott in Fast Company

Enhance client experience

In a digital globalized

economy which has

changed our focus and

where our reputation is only

as good as the last project

why

5

Digital globalized economy

The 21st Century has initiated a change in our economy

that is far removed from the one that existed during the

turn of the last century.

Tools in business have changed from pen to computer; to mobile

devices and the associated enhanced communication through

ubiquitous connectivity affecting the way we work we play and the

way we live our lives

We are living and working in an era which are adapting to the rapid advancement of

technology and wherein new business models are being introduced and business

disruption is the new normal and society has brought in focus the “Customer

Experience” where the way we interact with our customers, our clients is undergoing

massive change.

.

why


section 02

Your company’s survival

may depend on the way you

answer one question:

“How will your company

adapt” - Fast Company

6

Changed focus

This change in focus of the “Customer Experience is taking

root in a global environment where, it is reported that,

70% of the companies on the Fortune 1000 list 10 years ago have

vanished and in an environment where no business is too big to

fail or too small to succeed,

where technology and society are growing at a faster pace than organisation and

corporation can catch up

why


section 02

“A corporation is a living

organism; it has to

continue to shed its skin.

Methods have to change.

Focus has to change.

Values have to change. The

sum total of those changes

is transformation.” Andrew

Grove. Chairman of the

Board - Intel Corporation

7

Changed business environment

Where our age old assumptions are no more relevant and

the metrics of success are being redefined

Where the clarity of words we use to discuss business, standbys

like marketplace and competitive advantage, are redefined and

rendered almost meaningless,

Makes the age old maxim “our reputation with a client is only as good as the last

project” all the more important.

why


section 02

""The truth is, at this very

moment your company is

most likely either

disrupting other

companies or being

disrupted."

John Kotter, Forbes -

Contributor -Kotter

International


To make project delivery

relevant for the digital

globalized 21st century

how

9

Engage client

Start any project by understanding the background and

the objective of the project

Envision together a clear vision of project delivery

Identify client drivers & business objective of the project delivery

Determine project intent, objectives & criteria for effective project

delivery

Agree to share the inherent risks & potential rewards of project

delivery

.

how to


section 03

Understanding the

background and the

objective of the project,

further enhance client

experiences by

transforming the client

engagement during project

delivery.

“Creating value is an inherently

cooperative process, capturing

value is inherently competitive.”

Barry J. Nalebuff Milton Steinbach Professor of Management

Yale School of Management

11

Transform client engagement

During project delivery within the changing project context

of Design + Engineering + Construction will further

enhance client experience

Navigate the intent of the project objectives through the project

lifecycle

Determine together fresh ideas & initiatives to deliver the intent of

the project

Envision a new methodology for each construction elements &

Create new possibilities of delivery within those systems

Establishing a controlled & accountable ecosystem to meet

outcome

how to


section 03

When value is delivered

and experienced through

effective project delivery,

deeper and lasting

relationship are built with

clients.

“Real competitive advantage is

your people using their ingenuity

to save your customers time or

money, solve a problem.”

Anne C. Graham Managing Director,

The Legendary Value Institute

13

Create sustainable value

Build long lasting relationship as award of a project

delivery is a promise of value to be delivered & a belief

from the client that value will be experienced.

Enable shortest time to market for client product or services

Meet the ROI of the business objectives of our client firm

Enabling clients to focus on their core business not manage the

project.

Improve project overall NPV -Net Present Value

Reduce financial cost of project delivery

Assist clients to stay competitive

how to


section 03

Engaging the client by

understanding of their

business & transforming

our methodology of the

client engagement during

project delivery will lead to

creating sustainable value.

“Satisfying customers is the

source of sustainable value

creation.”

Kaplan & NortonMilton Steinbach Professor of Management

Yale School of Management


What has changed to

challenge us in the

disruptive environment

where change is the new

normal

what

16

Change is the new normal

Circumstances have changed to challenge us

First, the nature of competition has changed - you can no longer

see the competition coming.

Secondly, a renewed focus on the customer and the human side of

business through digital transformation

Lastly, the competitive advantage resides in the minds of our clients

Technologies are no longer progressing in a predictable linear fashion, but are

advancing exponentially — and converging

Social, mobile, real-time, and other disruptive technologies are aligning together

to necessitate changes within organizations, forcing them to adapt to maintain

relevancy

Today’s advantage comes from interactions we have with our customers.

what


section 04

"Digital transformation is

significant because it is

finally driving real change

within businesses; they’re

developing new models,

team structures, and

customer-centered

philosophies along the

way. “

Brian Solis - Principal at

Altimeter Group

“Customer pain is the ultimate

renewable resource.”

Jon Burgstone and Bill Murphy Jr Breakthrough Entrepreneurship authors

In a Fast Company article


Enhance our client

experience & innovate our

experience delivery - turn

client experience on its head

snapshot

19

Enhance & innovate experience

Enhance our client experience & innovate our experience

delivery

Turn client experience on its head through a combination of

Engage + Transform + Create in solving project complexity

Knowing that the nature of competition has changed; renew the focus on the

customer and the human side of business through digital transformation and the

competitive advantage resides in the minds of our clients becoming a trusted partner

to clients by addressing:

“Customer’s point of thirst” (expectations) and removing

“Customer Pain” (roadblocks).

summary


section 05

"Real competitive

advantage is your people

using their ingenuity to

save your customers time

or money, solve a problem,

or make them feel good.” -

Anne C. Graham -

Managing Director, The

Legendary Value Institute

coordinates

For more info & consulting

based on the content,

please contact us at

Philip Thomas

info@ optumplus.com

1 778 724 0233

www.optumplus.com

www.smartwerke

thank you

Leadership & Management

Optum+ enhancing client experience in architecture, engineering & construction strategy