The Customer Experience: Advancing the Brand If Done Right

Aspect launches interesting campaign that reemphasizes a focus on the customer experience at the call center, where strong opinions are formed about companies that rely on that channel for sales or service. With today's technology, the power has shifted to the consumer. ...

... "Independent research demonstrates that each unhappy customer will tell 13 to 15 people about their bad experience with a company – far more people than they will tell of a good experience. When factoring in the power and reach of the Internet, one bad experience could have a significant impact on a company's brand, and ultimately, the bottom line. Aspect Software has coined this age of the activist consumer that uses emerging web technologies -- blogs, chat rooms, and wikis -- to air both their praises and their grievances about their experiences with corporate brands, Power Shift 2.0. " ...

Via Aspect Software: Aspect Software Unveils Global Campaign to Address Phenomenon of Power Shift 2.0 ...

IT Project Dashboard

Anecdote on IT project performance with mention of top 5 root causes. Chevron referenced for its management practices that focus attention on the highest value projects in its portfolio. ...

... "According to Accenture, the average IT project exceeds its projected cost and schedule by 56 percent and 84 percent, respectively. " ...

Via ITBusiness Edge: Link

Brainstorming Power: Apples and Ideas

George Bernard Shaw once said:

"If you have an apple and I have an apple and we exchange these apples, then you and I will still each have one apple. But if you have an idea and I have an idea and we exchange these ideas, then each of us will have two ideas."

This illustrates the power of using brainstorming techiques to generate ideas. For example, using the "Crawford Slip" technique, let's say we had ten people in a room and asked each to take one minute to answer, "What are the top three risks on our project?" Then we ask the same people to take another minute to answer the same question, except they can't reuse the same answers.

Let's say we did this for ten full minutes. We'd generate 300 potential ideas in ten minutes! Sure, there'd be some overlap and sure people might run out of ideas after a few rounds, but still there'd be well over 100 ideas in ten minutes.

Now imagine the magnitude of power when each person in the group learns about all the group's collective ideas for potential risks and then considers them on future projects. The power of brainstorming is exponential.

Extreme Project Management: Reality Rules

I just finished reading Doug DeCarlo's book, Extreme Project Management. I met Doug at a recent PMI event we both presented at. Not only is his keynote presentation a crowd pleaser (hint: he plays the drums to illustrate the pace of a typical project and uses Noah's Ark as a sample project from the "ultimate Sponsor"), but his book is chock full of practical, immediately usable ideas.

I was amazed at how much his philosophy mirrors my own, with a focus on simplicity, value, results, and the understanding that change is inevitable. A key point of Extreme Project Management is that reality rules. Plans are nice, but then results must drive further planning instead of assuming reality will yield to the plan.

As an example of simplicity, consider what he calls "The Four Business Questions":

1) Who needs what and why?
2) What will it take to get it?
3) Can we get what it takes?
4) Is it worth it?

As another example, check out his "Three Sentence Project Skinny":

1) Who will do what for whom?
2) This project will be considered completed when: ___
3) Why? This project supports the organizations objective to: ___

The book also offers handy checklists (such as what to ask the sponsor during the first and secend meetings, etc..), the 4 Accelerators, the 10 Shared Values, the 7 Win Conditions, and more.

Although the book is the size of the Encyclopedia Britannica, it's extremely readable and has diagrams that bring together all the concepts in the book. I highly recommend it to anyone looking for a book grounded in reality as opposed to academic theory. Above all, this will help project managers succeed where the rubber meets the road---communicating and dealing with stakeholders.

Amazon.com: eXtreme Project Management: Using Leadership, Principles, and Tools to Deliver Value in the Face of Volatility: Books: Douglas DeCarlo

Principled Leadership: Giuliani

Giuliani explores presidential candidacy and fashions himself as a principled leader. Can he hold his own with Napoleon? ...

... "Leaders need to be optimists. Their vision is beyond the present, and it's set on a future of real peace and security, Giuliani said. Some call it stubbornness. I call it principled leadership. " ...

Via Yahoo! News: Link

Project Dashboard: Red-Light Root Cause

Project problems traced to leaders grades. ........ ;-) ...

... "His mother revealed that the man overseeing largest civilian IT project in the world failed his computer studies course while at Bristol University. " ...

Via This is London: Link

Singing for Project Management

In honor of International Project Management Day, held on November 2nd, the PMI GovSIG produced an entertaining musical video called Big Results. I can see the followup to "High School Musical" already.

The sound is a little out of synch from the video, making it sort of like "Godzilla Meets Project Management," but still entertaining.

Check it out below...

International Project Management Day November 2, 2006