The PMO VALUE RING Workshop
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Establish PMO beyond project management
- 1. 1 PMOfficers all rights reserved 2020-21 Webinars Series The Magic of the PMO Speaker Carsten Ley OKR | Project | Agile & Experience Consultant | Keynote Speaker for Engagement & Getting things done Moderator: PMOfficers Associated Consultant Date: Wednesday 22th of September 2021 Barcelona (Spain) 20.00 Local Time Sponsored by OBJECTIVE: • PMO for idea & Action Management, Target tracking by OKRs and strategic initiatives like customer experience. PMO can do much more than projects to support your organisation
- 2. Establish PMO - beyond Project Management Carsten Ley August 2021
- 3. © 2019 Asia PMO Asia PMO 2 Customer / Employee Experience Project / Agile Management Goal-setting by OKRs Digital Transformation
- 4. © 2019 Asia PMO Asia PMO – Team, Clients & Experiences 3 Carsten Ley PMP - CCXP OKR, CX & Project Consultant carsten@asiapmo.com (+84) 7 686 585 68 Web: asiapmo.com FB: facebook.com/AsiaPMO/ LinkedIn: linkedin.com/company/6575073 Instagram:instagram.com/asia_pmo Bruce Butler - PMP Business Transformation Consultant bruce@asiapmo.com
- 5. © 2019 Asia PMO PMO Structure 4 Opportunities Pitfalls PMO cannot control IT PM has no team power No Sponsor roles Clear Roles & Functions Steering & Execution Control & Support Top Management Sponsor Project Manager Depart ment Project Staff PMO • Supportive • Controlling • Directive
- 6. © 2019 Asia PMO Functions of PMO 5 PMO Monitor & Control Portfolio Updates on Portfolio Provide Guidelines/ Templates Train Project Teams Manage Large Scale Projects
- 7. © 2019 Asia PMO PMO Maturity Models 6
- 8. © 2019 Asia PMO PMO Maturity Models 7 Opportunities Pitfalls
- 9. © 2019 Asia PMO PMO vs Operations 8 Opportunities Pitfalls
- 10. © 2019 Asia PMO PMO Business Case: - OKR Management 9
- 11. © 2019 Asia PMO OKR management evolution – Objectives & Key Result (& Actions) 10
- 12. © 2019 Asia PMO OKR management vs. KPIs 11
- 13. © 2019 Asia PMO Basics of OKRs 12 PMO
- 14. © 2019 Asia PMO Objectives & Key Results 13 • Where do we want to go? • What is the target next 3 – 6 month? • What do we want to achieve? • What is the desired outcome? • Why do we have the objective? PMO
- 15. © 2019 Asia PMO Action Planning 14 + Execute, Monitor & Control PMO
- 16. © 2019 Asia PMO Let us set up some OKRs (& Actions) 15 I want to get fit Lose 5 kg in 3 months Finish a 5k run under 45 min Do 50 planks at once OKR • Where do we want to go? • What is the target? Key Result • What do we want to achieve? • Why do we have the objective? Actions • How can we achieve this? • Which actions do we take? Go to gym daily No carbs after 6 pm Run every weekend Increase Profit by 10% Sell +10K items in quarter Reduce costs 5% monthly Win 5k new CUS in quarter Hire 10 sales person Run cost review & actions Run +3 ads monthly
- 17. © 2019 Asia PMO PMO Business Case: - CX Management 16
- 18. © 2019 Asia PMO Why Customer matters 17 Come back - More Sales Recommend - More Customer
- 19. © 2019 Asia PMO How to define Customer Experience 18 how your customer feels & thinks about every interaction with your product or service Customer Experience is…. Moments of Truth are…. The most important steps for buying or satisfaction
- 20. © 2019 Asia PMO How to define Customer Experience 19 every interaction or step the customer take or can take Touch Points are… Pain Points are… any touch point which is perceived negative
- 21. © 2019 Asia PMO E-commerce customer journey – Good & Pain Points 20 Discovery Research Purchase Awaiting Fulfillment Delivery After Sales Look & Feel Categories Promotions Product details Product options Delivery time Warranty / Return / Refund Address fields Delivery options Payment options Notifications Delivery timing Rider behavior Product check @ door Notifications Verification calls Rider appointment Pick-up Notifications Waiting time Phone consulting
- 22. © 2019 Asia PMO CX Functions in Organizations 21 • Customer fix • Fix Issue / Surprise • Check Feedback • Mystery Shopping • Detailed Research • Root cause Analysis • Feedback & Data • Research Discover Under- stand Solve Measure PMO
- 23. © 2019 Asia PMO 22 Please take 1 minute & rate us: Asia PMO Experience Management OKR, CX & Project Consultant carsten@asiapmo.com www.asiapmo.com / www.okrasia.com (+84) 7 686 585 68 Carsten Ley
- 24. © 2019 Asia PMO Thank you! 23
