orl515 hope for tomorrow 06-22-15 final
TRANSCRIPT
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AT&T Hyatt InstallHope for Tomorrow
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Let your roots grow down into Him, and let your lives be built on Him. Col 2:7
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Growing strong roots will grow strong branches
AT&T Hyatt Install—Universal
Applications
Sandra—Sustaining Customer Relationships
Paulie—Team Dynamics
Felicia—Understanding Limitations
Bernie—Understanding Timelines
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Case Details
• USi History
• AT&T merger
• USi typical project profile
• Hyatt project was much larger in sheer size
• Our key findings
• Understanding and managing the timeline
• Sustaining Customer Relations
• Team Dynamics
• Understanding Limitations
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Project Organizational Chart
Project Manager
Data Center Operator
Systems Engineer
Networking Engineer
Security Specialist
Backup Engineer
Implementation Project
Manager
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Managing Time
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Scheduling the Project
• USi had great success with smaller projects
• AT&T had very aggressive sales and access to larger customers
• USi Project Managers continued with same project plan for this larger project
• This created many problems
• Recommendation
• Projects of 5+ server requires pre-sales meeting
• Both issues would have been identified early in process
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Company Culture
• USi has a strong history of success
• There was an sense of invincibility
• The project was in jeopardy from the beginning
• They were not adept to handing this type of adversity
• Recommendation
• Encourage a shift in culture
• A lot of negative spotlight could have been avoided with a slight shift in culture
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Leading and Managing the Project Team • IPM’s responsibility
• All of the tools and processes are in place
• Should have been constantly monitored
• There was a morale issue that occurred. The leader should recognize and act on it.
• Managing stakeholders is critical
• Recommendation
• Leadership and communication training
• IPM would have led the team and communicated with stakeholders better.
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Your relationship with your customer
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Effective CommunicationEC is the basis of any good relationship!
• Starts internally within the organization
• Clear understanding of goal and proposed timeline
• Team agrees to SMART(ER) outcome-based project goals:
• Specific
• Measurable
• Aggressive yet achievable
• Relevant
• Time-bound + ER (Evaluate and Re-evaluate)
• Execute agreement with client
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Establish Customer ExpectationsWhat are their expectations for communication?
• Create guidelines for information exchange• Who – Key contacts for correspondence
• What – What type of information needs to be communicated
• When – How often are updates expected or provided
• How – Preferred format for updates
• Share your capabilities and expertise from past successes• Reporting tools and templates
• Key contact sheet
• Project timeline – track progress
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Tools & Templates:Key Account Contact Details
Hyatt Hotels – Virtual Cloud Application Install
Mike Smith
Director of Customer Service
888.555.1234 Phone
888.555.1212 Fax
Janice Jones
Operations Manager
888.555.1233 Phone
888.555.1212 Fax
Nate Jefferson
IT Manager
888.555.1232 Phone
888.555.1212 Fax
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Tools & Templates:Implementation Calendar
Hyatt Hotels – Virtual Cloud Application InstallYear 2015
Months June July August
Weeks 1 8 15 22 29 6 13 20 27 3
Planned Activities
Place server & racking order
Receive servers & equipment
Unpack & prep
Electrical install
Build racking
IT team install
Implementation scorecard
Site inspection
Installation adjustments
Finalized installation
Testing servers & infrastructure
**Go Live! date **
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Keys to Sustaining Customer Relationships5 Best Practices
1. Hire great people – great results come from great people
2. Remember First Impressions Matter – Always take the time to put your best foot forward.
3. Be Proactive – Send regular, timely, updates to keep the client informed of update or issues
4. Seamless Integration – gain a 360 degree view of your client’s business
5. Move past segmentation to embrace personalization – Avoid ‘one-size fits all’ solutions. Offer solutions based on the client’s needs.
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Building and Maintaining a Dynamic Team
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There are some great tools you can use as a Leader…
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… and we’ll discuss these in more detail, but…
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… what you really need first …
5-Why 8D
OODA DMAIC
RAIN
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Understanding and Accepting Limitations
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Understanding Limitations
If I always appear prepared, it is because before entering on an undertaking, I have meditated for long and have foreseen what may occur. It is not genius which reveals to me suddenly and secretly what I should do in circumstances unexpected by others, it is thought and meditation.—Napoleon Bonaparte, 1812
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Time ManagementUrgent Not Urgent
Important
IActivities Preparation for project Order All necessary
supplies for installation Deadline-driven projects
IIActivities Prevention, capability
improvement Relationship building Recognizing new
opportunities Planning, recreation
Not Important
IIIActivities Interruptions, some
callers Some mail, some reports Some meetings Popular activities
IVActivities Trivia, busy work Some mail Some phone calls Time wasters Pleasant activities
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Pomodoro Technique
• Francesco Cirillo in 1980’s
• The technique uses a timer to break down work into intervals traditionally 25 minutes in length, separated by short breaks.
• Can be flexible
Assessment
Team may have benefited from an organization in time in order to meet timelines and deadlines
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Communication
Communication is a requirement for everyone at all times. As best stated in the article “The better we communicate, the more credibility we'll have with our clients, our boss, and our colleagues.”
Assessment
The Hyatt setup may have benefited from addressing the lack of communication between all members on the project. Incorporating all of the options listed would have allowed for the team to perform in a more cohesive manner and perhaps avoid some of the delays that were widespread throughout the project.
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Romans 8:28
• Remember to be team focused
• Not self reliant
• Contribute to the best of your ability
And we know that God causes everything to work together[a] for the good of those who love God and are called according to his purpose for them.
Trust God to work everything out
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