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Project Rescue

Project Rescue. Crisis Management to Project Success Alison Wellsfry, PMP 19 April 2007. Overview. Customer Assurance Program Risk Identification and Response Executive Engagement and Communication Lessons Learned Customer Examples. Customer Assurance Program. Team Existence.

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Project Rescue

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  1. Project Rescue Crisis Management to Project Success Alison Wellsfry, PMP 19 April 2007 Alison Wellsfry

  2. Overview • Customer Assurance Program • Risk Identification and Response • Executive Engagement and Communication • Lessons Learned • Customer Examples Alison Wellsfry

  3. Customer Assurance Program Alison Wellsfry

  4. Team Existence • Aggressive market space requirement, constant pushing out of comfort zone • Every environment has some difference • Despite best efforts to plan and respond, small percentage will result in crisis • Customer Assurance Program (CAP) team created Alison Wellsfry

  5. Team Charter • Critical Situation Management • Executive Engagement • Prevention Alison Wellsfry

  6. Team Resources • Reports go directly to executive staff • Expected to be objective, have no business group allegiance • Own no resources and no budget • May involve resources from any organization to • Identify and diagnose problems • Determine strategy and implementation plan to achieve objectives • Execute resolution plan • Influence without direct authority Alison Wellsfry

  7. Critical Situation There is severe customer business impact… Engage when AND… = normal support & escalation channels/processes have been tried, but cannot resolve the issue. Alison Wellsfry

  8. Critical Situation • Severe customer business impact • Technical issues • Business relationship at risk • Normal processes not working • Review escalations to date • First 48 hours to get situation back on track Alison Wellsfry

  9. Engagement Request • Failing product and technical cases • Customer business impact • Our business impact • Technical description/Action plan • Assistance needed • Failing process • Exit criteria • Escalation utilized • Contacts Alison Wellsfry

  10. Typical Timeline Data Gathering and Analysis Develop short term action plan & attempt workaround if possible Understand impact, determine initial team and scope, analyze risks Network Assurance Identify Executive sponsor Closed Loop feedback Problem Resolution Problem Determination Problem Identification Engagement Request Implementation Engagement ends 1st Few hours Alison Wellsfry

  11. Risk Identification and Response Alison Wellsfry

  12. Risk Identification and Scope What is the overriding deliverable? • Address the critical technical issues • Address the business relationship issues • Ensure the normal process can function Alison Wellsfry

  13. Team – First Response • What technical and business actions are critical • Who can help identify risks • Who can plan and implement response plan Alison Wellsfry

  14. Risk Response • Identify risks • Analyze probability and impact for both technical and customer sentiment • technical issue may not be high impact, but customer perception creates higher customer sentiment impact • Plan risk response Alison Wellsfry

  15. Common Risks • Technical problems • Serviceability problems • Product quality / Solution quality • Customer escalation process • Internal escalation process • Operational readiness Alison Wellsfry

  16. Risk Response Plan • Risks drive the action plan • Technical issues that will have the highest impact if they occur • Contingency for what-if scenarios • Customer management – provide time to respond • Executive Sponsorship • Account Management Alison Wellsfry

  17. Exit Criteria Typical factors • Stability • Issues identified and resolved • Fixes implemented • No new severe issues • Normal support processes can be successful Alison Wellsfry

  18. Executive Engagement and Communication Alison Wellsfry

  19. Executive Engagement • Identify and engage executive sponsors • Business group or product owner • Sales VP • Services VP • Named Executive Sponsor • Who owns resources • Who benefits from success Alison Wellsfry

  20. Executive Communication • Communications create strategic vision • Align customer impact to actions • Align customer impact to business goals • VP level communications put spotlight on issues • Clearly state what internal processes did not work to resolve the issues Alison Wellsfry

  21. Communication • Communicate status and roadblocks • Manage stakeholders • Voice mail - 60 seconds • Email more detailed • Frequency driven by customer sentiment and actions • Reporting level (VP up to CEO) driven by customer sentiment and risks Alison Wellsfry

  22. Communication Components • Critical Reason • Executive Summary (30 seconds) • Customer Sentiment • Executive Sponsor and Engagement • Action Summary • Exit Criteria Alison Wellsfry

  23. Response Team • May change over time • Develop team • Constant awareness that this team has to function long-term without crisis manager • Reward efforts • Individual recognition in executive updates • Feedback to performance review • Immediate bonus Alison Wellsfry

  24. Lessons Learned Alison Wellsfry

  25. Driving Improvements • Lessons learned from immediate crisis • Operational metrics for trends • Strategic Improvements Alison Wellsfry

  26. Lessons Learned • Initial failing product • Initial failing processes • What can we do to keep our customers from getting to this critical state • Crisis extenders • What did we do well Alison Wellsfry

  27. Feedback • Lessons Learned update • Communication to VP up to CEO, • Owners to drive improvements • Timeline for improvements Alison Wellsfry

  28. Operational Metrics • Product • Solution family • Sales region • Support escalation process • Crisis extenders Alison Wellsfry

  29. Strategic Improvements • Systemic issues • many customers with similar issue • high risk of affecting many customers • Scope dictated by previous cases • Executive engagement • Communications • strategic vision • spotlight Alison Wellsfry

  30. Typical Timeline Data Gathering and Analysis Develop short term action plan & attempt workaround if possible Understand impact, determine initial team and scope, analyze risks Network Assurance Identify Executive sponsor Closed Loop feedback Problem Resolution Problem Determination Problem Identification Engagement Request Implementation Engagement ends 1st Few hours Alison Wellsfry

  31. Customer Examples Alison Wellsfry

  32. Customer 1 Scenario “Trading Day” • Risk identification and response • Executive engagement • Communications • Lessons Learned Alison Wellsfry

  33. Customer 2 Scenario “Streaming Video” • Risk identification and response • Executive engagement • Communications • Lessons Learned Alison Wellsfry

  34. Q & A Alison Wellsfry wellsfry@cisco.com +1.408.525.1184 Alison Wellsfry

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