The Concierge PMO: Steps and Benefits

The Concierge PMO Steps and Benefits of Managing an Inclusive Knowledge Center

Margo Visitacion, Forrester Research, Inc.

Jerry Manas, Planview

Access the webcast at Planview.com/Concierge

© 2014 Planview, Inc. | 2 | Confidential

Presenters

25 years of experience in IT project management, quality assurance and PMOs

At Forrester, Margo’s research covers the following areas: PMO, Project Portfolio Management, QA and Agile practices

Margo helps clients develop and improve best practices in PMOs, PPM and QA, and helps with tool selection

Margo Visitacion, Vice President & Principal Analyst, Forrester Research

Jerry Manas, Senior Editor, PRISMS Planview

Bestselling author of Napoleon on Project Management and Managing the Gray Areas

25 years of experience in management consulting, PMO development, and project management.

Develops and promotes best practices in the areas of leadership, planning, execution, and value delivery at Planview


To enable your customers, meet their

needs.


© 2014 Forrester Research, Inc. Reproduction Prohibited 4

A great PMO is like a great concierge . . .

› Enables business and

technology managers

› Provides solutions to

problems

› Removes barriers

› Provides guidance and insight

› Adapts to changing situations

› Mitigates risks

› Provides great customer

service



It’s time to think like a brand manager

Customer Focused Objectives



It’s time to think like a brand manager

Who are your customers?

What are their needs?

What are their

capabilities?

What kind of projects/initiatives do they deliver?

What do they need to

be successful?

How do they measure success?

How do you need to work with

them?

How do you keep them engaged?

How do you measure

their satisfaction?



Understand the needs of your customers

Customers Process

Are current processes getting in the way of outcomes?



Coaching to create a delivery-driven organization that uses planning to succeed The inclusive PMO

Understand pains to prioritize quick wins.

Over-allocated key resources

Lack of visibility of dependencies at the portfolio level

Inconsistent issue and change management

Insufficient change management to prepare organization

Inconsistent messaging

Start wide and light; build depth as you need it.

Simple WBS — forget schedules for the moment (really!)

Communication stream

Push resource forecasting and performance over tasks.

Start capturing data now.

Focus on health, capacity, and work in progress.



Designing PMO strategy to support customers’ needs drives good business

• Measure interaction

• Satisfaction

• Innovation

• Highly usable tool sets

• Continually assessing process to cut waste

• KPIs = achieving strategy

• Portfolio analytics

• Resource management

• Demand management

• Clearly defined PMO strategy

• Portfolio facilitation

Defining the vision

Active partnership

Engaging customers

Enabling the

business



Broaden the view for a best-in-class PMO

People, Objectives, Strategy, and Technology (POST)



PMO POST approach

› A guide to best-in-class

› Expect peaks and valleys.

› Identify key pains and quick wins.

People

• Leadership

• Sponsorship

• Culture

Objectives

• Goals

• Practices

• Outcomes

Strategy

• Vision

• Road map

• Outcomes

Technology

• Tools

• Data

Relationships Alignment Purpose Decision

Enablement



Outcomes: Start with the Questions

› This will drive the tools and training needed

› Common pain areas are demand prioritization and capacity planning



Don’t be a dealer in methodology; be an enabler of business agility.

Integrated Strategic Execution



Delivering Value: The PMO as an Integrator Through the Change Continuum

* The Portfolio Ecosystem, from the book, Taming Change with Portfolio Management, by Pat Durbin and Terry Doerscher

The PMO delivers value through Enabling Change. The vehicle for integration is Portfolio Management.



Prioritize Investments

Assess Capacity

Roll Up to Strategies

Assign Resources

Manage Product

Roadmaps

Common Technology Areas of Need



Be a Concierge PMO: Think like a brand manager, broaden the view, and enable business agility

Closing Thoughts


Thank You

Access the webcast recording at: http://Planview.com/Concierge Questions or comments? Email us at [email protected]


http://planview.com/concierge

http://planview.com/concierge

mailto:[email protected]

The Concierge PMO: Steps and Benefits

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