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Preview of Project Management for Customer-Centered Companies

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Course Description

This is a free preview (20 minutes) of the  Project Management for Customer-Centered Companies course. The description of the full course (180 minutes) is provided below.

This is a course from the Smart Customer Management © series dedicated to help practitioners and entrepreneurs dramatically improve their companies performance by building up robust customer-centered capabilities.

In this intermediate level course you are going to learn a method, called MEMODI, to effectively implement your customer-centered strategy or customer-centered improvement project.

MEMODI is a structured set of best practices from top performing companies around the world, covering the fundamental steps anyone responsible for or working in the implementation of a customer-centered strategy should never miss.

With its ability to provide you with the best pace for the implementation of a customer-centered strategy, MEMODI will become an invaluable tool for the successful implementation of your customer-centered initiative and help you achieve your organizational goals.

At course completion, serious learners will be able to seamlessly manage the lifecycle of a customer-centered strategy and/or improvement project, and lead a team of people to effectively implement a customer-centered strategy or project.

Enjoy the course and learn a lot!

 

After taking this course, you will be able to:

  • Seamlessly manage the life-cycle of a customer-centered strategy and/or improvement project, from starting up to leveraging the lesson learned and evaluating and closing a project
  • Lead a team to effectively implement a customer-centered strategy or project

This course is for professionals within the following business functions:

  • Project managers involved in a customer-centered initiative
  • Team members willing to dig deeper into project management
  • Entrepreneurs seeking a solid method to focus their business onto customers

  1. Intro to the Course - 5 Minutes

    1. Introduction to the Course
    2. Project Failures That Will Disrupt Your Customer-Centered Strategy
  2.  Introducing the Method - 18 Minutes

    1. What is MEMODI?
    2. The Purpose of MEMODI
    3. Program vs Project Management
    4. The Implementation Management Ladder
    5. Quiz 1: INTRODUCING THE METHOD
  3.   The Model Implementation Program (MIP) - 12 Minutes

    1. Basic Components of a MIP
    2. MIP Management Process
  4.   Improvement Project (IP) Management - 17 Minutes

    1. Why an IP Management Method?
    2. Benefits of Using MEMODI for IP Management
    3. Scope of IP Management
    4. Using IP Management
    5. QUIZ 2: IMPROVEMENT PROJECT MANAGEMENT
  5.  Starting Up an Improvement Project (IP) - 8 Minutes

    1. Basic First Steps
    2. Appointing the Executive and Project Manager
    3. Preparing a Project Brief
  6. Planning an Improvement Project (IP) - 35 Minutes

    1. Fundamentals of Planning an IP
    2. Plan Components
    3. How to Make an IP Plan
    4. Step 1: Designing a Plan
    5. Step 2: Defining Products, Activities & Dependencies
    6. Step 3: Estimating
    7. Step 4: Scheduling
    8. Step 5: Analyzing Risks
    9. Step 6: Completing a Plan
    10. Types of Plans
    11. QUIZ 3: PLANNING AN IMPROVEMENT PROJECT
  7.   The Business Case - 11 Minutes

    1. What is a Business Case
    2. The Business Case Components
    3. Assess the Climate for the Business Case
    4. Developing a Business Case
  8.  Organizing for the Implementation - 30 Minutes

    1. Organization Overview
    2. The Four Layers Structure
    3. Designing a Project Management Team
    4. The Project Board
    5. The Project Board Members
    6. The Project Manager
    7. The Team Manager
    8. The Project Assurance
    9. Project Support
    10. QUIZ 4: ORGANIZING FOR THE IMPLEMENTATION
  9. Setting Up Controls - 4 Minutes

    1. Purpose of Controls
    2. Controls Review
  10. The Execution Loop - 20 Minutes

    1. Process Area Diagnosis
    2. How to Conduct and Document Baselining
    3. Execute Improvements
    4. Piloting Improvements
    5. Improvements Roll Out
    6. Transition to Long-Term Support
    7. QUIZ 5: THE EXECUTION LOOP
  11.  Leverage Lessons and Close the Improvement Project - 16 Minutes

    1. Benefits of Evaluating the IP
    2. The Lessons Learned Log and Report
    3. Gather and Analyze Lessons Learned
    4. Revise the MEMODI Approach
    5. Closing the Project and Continue
    6. QUIZ 6: LEVERAGE LESSONS AND CLOSE THE IP
  12.  Conclusion - 4 Minutes

    1. Conclusion
  13.  Bonus- Lectures Transcripts

    1. Bonus- Lectures Transcripts

About the Expert

Francisco J Navarro

Francisco J Navarro

Francisco is a professional with over 18 years’ experience in business consulting, having served with “Big Four” consultancy companies, as well as an entrepreneur. His specialties include large strategic change management and innovation programs in industries ranging from airlines and hospitality, to health services and government. Along his career, he has served as CEO for several sevice companies. He holds a BSc in Economics and an Executive MBA from Instituto de Empresa (Madrid). He is also a certified Project Manager and author of "Smart Customer Management. The Complete Guide to Customer-Centric Management".
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