Management Consulting and Training - International Management Technologies, Inc.
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Courses > C3 PROJECT MANAGEMENT WITH THE VOICE OF THE CUSTOMER INSIDE (C3PM)
-- Course Outline --
THE NEED: Traditional PM vs. C3PM
Traditional project management methods work best when a decision has already been made and the project team is formed to implement it.
The traditional approach is not so good when the symptoms of a problem (or opportunity) are known, but what is NOT known is:
- The real nature of the problem/opportunity and its causes
- Voice of the Customer: What internal or external customers really want, versus what they experience, especially in a knowledge-intensive environment
- What evidence is needed to make a compelling, unimpeachable case for change
- How to “sell” the solution to decision-makers, using both objective and subjective data
- How to define and measure success from the customers' perspective
- How to sustain implementation of the change
This is the situation most often faced by project teams set up to make significant improvements in service, products or enterprise performance. This can be related to business growth, quality, customer satisfaction, innovation and new product/service design. Think of two cases where this is relevant:
- The goal is to find out which healthcare customers could benefit the most from changes in their lifestyle, determine what will best motivate them to make those changes, figure out what it will take to support such changes and quantify the impact of the change.
- You arrive at a crime scene where there is blood on the floor, no bodies, no weapons, no suspects and the room is a wreck. And everyone wants your team to find out who did what to whom NOW, so justice is done. The solution requires a skilled team of Crime Scene Investigators (CSI) who use the best methods and have the latest tools.
While C3PM works well for traditional projects, it really shines with projects where stunning improvement is the goal. The required CSI-type discipline, tied to the psychology of how to win the case in court, is embedded in what you learn in PROJECT MANAGEMENT WITH THE VOICE OF THE CUSTOMER INSIDE (C3PM). The methodology for this workshop is based on the innovative customer-centered culture (C3) voice of the customer principles first published in Robin Lawton’s best-selling book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation and Speed.
INTENDED AUDIENCE
Project managers/facilitators and their intact project team should attend (preferably at, or prior to, project kickoff). It is desirable but not essential that participants have previously had some C3-related training.
DESCRIPTION
The PROJECT MANAGEMENT WITH THE VOICE OF THE CUSTOMER INSIDE workshop is like a mix of C3, Six Sigma and Project Management training on steroids. The innovative design and pre-work enables you to get about six days of content delivered in a highly compact but well-paced four (4) days.
Optimum results are obtained by including your entire intact team. The very reasonable price is intended to make this powerful, innovative material the very best value available today, accessible to any organization wanting teams to immediately begin super-fast execution of high impact improvement projects. It is especially relevant for project teams working on strategic initiatives related to achieving:
- Significant improvement in business growth, customer experience, quality, service delivery and responsiveness
- Rapid success with priorities identified in your Strategic Plan, Baldrige Criteria, new regulatory requirements, Joint Commissions guidelines, ISO audits, market studies, and more.
- Product and service design, innovation and Voice of the Customer projects
C3PM has been highly effective in creating customer-focused, enthused, well-organized and equipped teams which produce results they may not initially think possible. This is achieved by:
- Training the entire team, not just the project facilitators (though facilitators without teams are welcome to attend). This eliminates the need for facilitators to re-teach material to their teams, eliminating wasted time, loss of knowledge during the retelling and maximizing buy-in and team cohesion.
- Creating the C3 project charter by using special “word formulas” that enables teams to quickly and unambiguously define the current situation, focus the collection of appropriate voice of the customer data, avoid “scope creep” during the project and guide the creation of a compelling recommendation and action plan to the Sponsor.
- Putting a bias on interests of the customers who should benefit from project results. A strong element running through this workshop is how to capture, analyze and use the powerful, rigorous, but easy to learn C3 Voice of the Customer methods. This is in addition to typical “producer interests” to cut costs, shorten cycle times, eliminate rework, increase work capacity and grow demand.
- Providing voice of the customer tools specifically designed for knowledge-intensive enterprises such as healthcare, education, services and government. This is in stark contrast to the traditional improvement and PM tools that have remained largely unchanged for many decades, based on the presumption that widgets are still the basis for employment in 21st century enterprise.
- Integrating the voice of the customer principles and methods with participants’ existing initiatives related to customer satisfaction, Six Sigma, Baldrige criteria, Lean, Joint Commission on Healthcare guidelines, and innovative product/service design.
“This model is one that can be effectively used by decision makers as well as every individual in the organization. It is the most effective voice of the customer model I have seen in my 15 years in management. It is a powerful change tool.” David Leary, Director, Lawrence Livermore National Laboratory
“This training was the most eye opening & innovative workshop that I have experienced!! Sheila Langston, U.S. Coast Guard, Work-Life
OUTLINE
DAY 1
- Facilitator introduction presentations regarding pre-work
- The C3 Project Charter purpose and structure
- The 9 Criteria for unambiguous Current Situation Statements (CSS)
- Using “Word Formulas” to write your CSS
- C3 Map and project flow: connecting principles, tools, phases, Sponsor Plan
- The 6 team communication and work management tools
- How the C3, CSI and scientific methods align
- Using Keirsey results to establish “best fit” team roles & rules
- Team assignments
DAY 2
- Affinity groups to describe the top 5 CSS
- Determine team member roles with Charter fulfillment
- Data Management Tools: Data Sheet, Product Roles Matrix, Product Flow
- Assumptions-Proof, Cause-Remedy & Exhibits Log
- Start with the end in mind: Final Sponsor Presentation template
- How to construct the collection and presentation of voice of the customer and objective data to make a compelling recommendation for action
- Creating the Master Datasheet
- Team assignments
DAY 3
- Assignment reports, reviews and guidance
- Differentiating the customer’s process from your work process
- How to achieve 80% reduction in cycle time
- FACT Sheet: Fast mapping & measuring of information and activity flow
- Voice of the Customer - Focus Groups: preparation, execution, analysis, action
- Conducting the real Focus Group like a pro
- Team assignments
DAY 4
- Assignment review: Debriefing from Focus Group, Preparation for your first Focus Group: product, end-users, demographics
- Connecting Voice of the Customer to related tools: Data Sheet, Product Design, Outcomes-Innovation Window, Alternative Matrices
- Integrating Everything We Know (Charter, Master Data Sheet, Data Management Tools, Sponsor Presentation Template)
- The politics of selling change
- Ensuring deployment of your Final Presentation: action plan, measures of success, reporting progress
- Linking your project to business strategic objectives & existing initiatives
- Preparing teams to be effective: room, rules, tools, agenda, Sponsor Team contract
- Running your team meetings: Next Steps/ Q&A
TAKE-AWAYS: WHAT’S INCLUDED
This intensive four days enlightens and equips the team, sustaining their initial passion and excitement with take-aways including the following:
- A uniquely-well developed team charter, with clear purpose, measures of success, defined member roles and action plan which eliminates false starts
- Strong team cohesion, shared purpose and strengthened communication skills
- Virtually unlimited, FREE team phone support from IMT experts for 60 days
- Immediate application by teams of the 20 integrated voice of the customer C3 Excel-based tools
- A coordinated method for organizing, communicating and managing the wealth of data the team collects, with optimum simplicity
- Understanding how to integrate C3 practices with existing initiatives such as Baldrige
- The C3PM Guide
- The C3 Desk Reference
- An autographed copy of Mr. Lawton’s best-selling first book
BECOME AN EVENT HOST
Be an "Event Host" and we bring the program to your site at a significant discount. Generally, we conduct no more than one such C3PM program a month, so the host determines the location. Please call Peggy Perkins, Director, Customer Relationships (941-907-0666) for details on how easy this is to do.
For more information about this course, contact us.
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