A Clients Perspective of Project Management: The True Measure of Project Success

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A Clients Perspective of Project
ManagementThe True Measure of Project Success

• Ken Mauldin, President
• Prodevia Learning

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Introduction to Client-Relations

• The Client is always right.

The Client is always the final judge of
quality.
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Introduction to Client-Relations - Definitions

• The Client is the person or organization that
  holds the authority and the financial resources
  to engage a project team in delivering a
  solution.

Conversely. The Client is the person or
organization that holds the authority and the
financial resources to disengage a project team
in delivering a solution.
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Introduction to Client-Relations - Definitions

• The Traditional View
• Hard Skills
• Discrete, predictable cause and effect
• Examples include scheduling, resource planning,
  risk planning, change control
• Soft Skills
• Not measurable, many shades of grey causing
  unpredictable cause and effect
• Examples include establishing and maintaining
  effective relationships

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Introduction to Client-Relations - Definitions

• The PM/COR view
• Soft skills are also discrete and predictable
• Soft skills are interpersonal skills
• Listening
• Communicating

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Introduction to Client-Relations - Definitions

• Listening
• How we gather information from others
• Spoken word and written word
• Observing mannerisms and environment
• Communicating
• How we disperse information to others
• Spoken word and written word
• Mannerisms and environment

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Introduction to Client-Relations - Definitions

• Practical Tips
• Soft skills arent soft at all, but are
  discrete, measurable skills
• The reality is that no project manager lives in a
  hard skill bubble

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Introduction to Client-Relations - Application

• To establish and maintain an effective client
  relationship, a project manager must have an
  understanding of
• PM Client-Relations Competencies skills and
  behaviors required of a project manager
• Client Focus Areas perspectives and concerns of
  the client

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Introduction to Client-Relations - Application

• PM Client-Relations Competencies
• Honesty
• Capability
• Vision
• Listening
• Managing Expectations

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Introduction to Client-Relations - Application

• Client Focus Areas
• Profitability
• Requirements
• Risk
• Change
• Politics

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THE PM/COR MODEL
TM
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Focus Point 1

• Interaction of Honesty and Profitability
• A project manager has a direct impact on the
  profitability of the organization.
• Practical Tip
• Notify your Client of project issues that may
  impact the ROI of the project.

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Focus Point 13

• Interaction of Vision and Risk
• Your evaluation of risks should not be limited to
  project risks, but also include risks to the
  business after the solution has been delivered.
• Practical Tip
• Show your Client the identified risks that extend
  beyond the implementation of the solution.

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Focus Point 19

• Interaction of Listening and Change
• An experienced project manager understands that
  project change is often an integral part of
  project success.
• Practical Tip
• Ask your Client for project changes in order to
  provide the best possible solution.

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Summary of Presentation

• To be successful, project managers must consider
  a project from the perspective of the Client
• Interpersonal skills are discrete, predictable
  skills
• Application of an interpersonal skills model like
  the PM/COR helps to establish a project managers
  professional credibility hard skills alone will
  not.

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Contact Information

• For a free client-relations white paper, or for
  more information about Prodevia Learning,
  contact
• Ken Mauldin
• kenmauldin_at_prodevia.com
• 800 291-6244
• www.prodevia.com