PMI Netherlands Chapter Meeting

Transcription

1 27-Feb-13 PMI Netherlands Chapter Meeting Stakeholder Management Some examples and experiences Date: 26 February 2013 Stefan Willard, PMP For public use. R4 level.

2 Agenda Introduction Stefan Willard Canon in Europe, Middle East and Africa Example project 1 Single Platform Phase 1 and 2 Project Scope Project organisation and governance Communication and Stakeholder management Plan Critical Success Factors Example project 2 Canon Océ Integration Programme Project Governance Project Scope and Organisation Communication and Stakeholder management Plan Purpose, audiences and goals Why?, How?, What? Example Awareness Session Questions and answers 2

3 Experience Stefan Willard 46 years human 22 years professional 17 years Telecommunications 19 years singing 18 years husband 17 years parent of 3 sons 17 years project management (project/programme/portfolio) 8 years board member (4 yr treasurer, 4 yr president) gospel choir That s Life 9 years TOC-CC PM (Theory Of Constraints - Critical Chain Project Management ) 8 years certified PMP (Project Management Professional) 5 years in Canon Europe (2y PM/PgM, 0.5y Business Partner, 3y PPM, 2.5y Manager EIO P&I)

4 in Europe, Middle East & Africa (EMEA) Canon was founded in 1937 in Japan Canon Europe was established in 1957 Corporate philosophy since 1988 kyosei living and working together for the common good Canon Inc. acquired Océ N.V. in 2010 Canon employs over 13,500 and Océ 7,500 people across the EMEA region (Canon globally employs 198,307 people) Canon Europe is responsible for sales and marketing activities in over 116 countries and contribute approximately a third of Canon s global revenue ( 35 billion) Canon operates from approx. 200 and Océ from approx. 100 offices, and has in 28 countries a national Head Quarter office in the EMEA region

5 Canon Imaging innovations & products

6 Example 1 Single Platform for Canon in EMEA Phase 1 On-premise to BPOS Exchange On-line Project Phase 2 BPOS to Office 365 Exchange On-line Project

7 Example 1 Single Platform for Canon in EMEA Phase 1 On-premise to BPOS Exchange On-line Project Project Scope What has been done? Orange BPOS Central (Domino & Exchange) Independent (on premise or with Third Party) Exchange Online Blackberry Central Independent (on premise or with Third Party) Blackberry Hosting 27/02/2013 7

8 Example 1 Single Platform for Canon in EMEA Phase 2 BPOS to Office 365 Exchange On-line Project User Experience and Impact 27/02/2013 8

9 Example 1 Single Platform for Canon in EMEA Phase 2 BPOS to Office 365 Exchange On-line Project Blackberry User Experience and Impact 27/02/2013 9

10 Example 1 Single Platform for Canon in EMEA Some figures Total amount of 15,813 mailboxes migrated; largest migration in Europe to Office 365 service o o o o o o 9,871 mailboxes from 43 Domino mail servers migrated in more than 11 countries 5,942 Exchange mailboxes migrated in more than 16 countries 12,900 user mailboxes 2,900 shared mailboxes 300 Meeting rooms and resources 7,700 Distribution Lists 2,000 Blackberry devices migrated; largest migration worldwide to BlackBerry Cloud Service Project Phase 1 in 11 months completed; weeks migrations Project Phase 2 in 7 months completed Project Phase 2 - One (Big Bang) migration weekend for all countries o 2141 support calls registered by European Service Desk during first 3 days after migration Customer Satisfaction Results: >90%, <5%, <5% 27/02/

11 Example 1 Single Platform for Canon in EMEA Project Organisation Project Review Board CIO Canon Europe Canon EICT Senior Management team Canon EICT Project Portfolio Manager Canon EICT Project Manager Orange Benelux Senior Management Orange Project Manager Microsoft Project Manager Project Manager EICT Unified Communications EICT Communications EICT Local Support Managers EICT Service Desk EICT Security EICT Application Support Orange Business Services Binary Tree Microsoft Research In Motion PE Office Infra PE Network Support 27/02/

12 Example 1 Single Platform for Canon in EMEA During Project Initiation Phase A Communication plan was developed with EICT Communications team An inventory (technical, procedural, approach, stakeholders) was done One virtual project team was created with people from local and central ICT teams in combination with the suppliers Orange Business Services, Binary Tree, Avanade, Microsoft and Research In Motion (RIM) Project Review Board (Steering Committee) with senior management from Canon and suppliers was setup Monthly Senior Management Update meeting with Canon Inc. in Japan The Communication plan did contain e.g.: Initial kick-off meeting done for pilot country Information messages that were send to local ICT support teams Project story on intranet (all intranet landing pages) Initial FAQ created (with little instruction movies, made by project team) First initial phone conference done for all Domino countries Stakeholder Update message Personalized communication in countries, e.g. CH, UK, FR 27/02/

13 Example 1 Single Platform for Canon in EMEA Communications Plan Project team and stakeholders o Regular project team meeting, once per 2 weeks during first three phases, once a week during execution phase, as the need to have a close collaboration is crucial. The meetings will be with a flexible attendees which the phase of the project requests. Local Support managers o The Local Support managers will be contacted personally to prepare the migration in due time via a kick off inventory per country. The Local Support managers will receive a recurring update on the progress of the project and lessons learned. End Users o The communication to the end users will be via Local Support, via Intranet, via tutorials. For each country there will be a special communication letter created informing them on what the plans are, the timelines and where they can find more information. This will be in close collaboration with Local Support and the communications team. 27/02/

14 Example 1 Single Platform for Canon in EMEA Communications Plan - continued End Users - continued o Intranet On each intranet site the project team will arrange a message for the users explaining about the migration, provide basic information and revert the users to the correct information site; FAQ, training and work instructions. Frequently Asked Questions (FAQ) The project team will setup a Frequently Asked Questions site on the current intranet site, where there is an easy accessible answer to the common questions. Work instructions The project team will deliver work instructions which the end user can use for his convenience after the migrations. This will include the normal way of working for the users (create inbox rules), but also will contain work instructions to assist in performing several tasks in the migration (for example; export/import personal address book, migrate archived mail) Tutorials There will be several tutorials created with common actions, which the end users can use as a reference. 27/02/

15 Example 1 Single Platform for Canon in EMEA Critical success factors Manage your project Stakeholder expectations as strict as your technical solution implementation Top Senior Management support for project approach to ask end users to perform some migration activities themselves o Do not only try to implement perfect technical solutions, but involve your end users in the transition and change of working Focus on end user experience o Explain to end users what they can expect and especially what not o Do not try to solve all end user problems, explain how things can be done differently Create on all levels in your organisation buy in why this change is needed and what s in it for them personally o CIO met with several Managing Directors from major countries o Deputy ( Shadow ) CIO managed relationship with Canon Inc. in Japan Usage of floor-walkers during migration days Small core project team that has strong relationship with local key stakeholders 27/02/

16 Example project 2 Canon Océ Integration Programme

17 Example project 2 Canon Océ Integration Programme Project Scope and Organisation 27/02/

18 Example project 2 Canon Océ Integration Programme Purpose, audiences & goals 1. Project team Ensure that all team members have the info to do the necessary work and to see how it fits into the bigger picture 2. Related projects Ensure the linking roles have the right information to make consistent, effective and efficient contributions to related projects 3. ICT Senior Mgt Ensure that senior management are aware of the overall progress, so that they can advertise successes, provide feedback & support and decision-making in case of bottlenecks 4. EICT Ensure that all EICT members know the overall purpose and deliverables of the project, how it may impact their work, where to seek more information if required and provide feedback 5. End users Ensure that end users know what is available, what to do, what to expect, what are the benefits, and provide feedback 27/02/

19 Example project 2 Canon Océ Integration Programme Information flow 27/02/

20 Example project 2 Canon Océ Integration Programme 1. Project Team Why? Ensure that all team members have the info to do the necessary work and to see how it fits into the bigger picture How? Project meetings (every 2 weeks) SharePoint /Phone/on site meetings as required What? Status reports per stream, dashboards, decision log, deliverables overview, overall project plan, meeting slides (all on SharePoint) Stream-related info as required 27/02/

21 Example project 2 Canon Océ Integration Programme 2. Related Projects Why? Ensure the linking roles have the right information to make consistent, effective and efficient contributions to related projects How? Project meetings (every 2 weeks) SharePoint /Phone/on site meetings as required What? Status reports per stream, dashboards, decision log, deliverables overview, overall project plan, meeting slides (all on SharePoint) 27/02/

22 Example project 2 Canon Océ Integration Programme 3. ICT Senior Management Why? Ensure that senior management are aware of the overall progress, so that they can advertise successes, provide feedback & support and decisionmaking in case of bottlenecks How? PRB Meetings (every 2 weeks) SharePoint /Phone/on site meetings as required What? Meeting slides Executive Summary page on SharePoint Additional messages as required 27/02/

23 Example project 2 Canon Océ Integration Programme 4. EICT Community Why? Ensure that all EICT members know the overall purpose and deliverables of the project, how it may impact their work, where to seek more information if required and provide feedback How? Quarterly Staff Meetings Intranet What s New Online (monthly) What? Presentations Project stories, overview delivered and expected milestones Processes, instructions, FAQs 27/02/

24 Example project 2 Canon Océ Integration Programme 5. End Users Why? Ensure that end users know what is available, what to do, what to expect, what are the benefits, and provide feedback How? Intranet Service Desk announcements Local announcements/local newsletters What? Project page, project stories, overview delivered and expected milestones Processes, instructions, FAQs Feedback buttons 27/02/

25 Example project 2 Canon Océ Integration Programme Official Communication 27/02/

26 CANON-OCÉ ICT INTEGRATION Awareness Meeting 'the Nordics' 14 November 2012, Copenhagen 27/02/

27 AGENDA Meeting objectives Project scope & phasing Waves, countries & timelines How we work Project organization Project communication What is a deliverable? How we manage status & deliverables Attention points What we expect from you / Next steps Country specific information Questions 27/02/

28 PROJECT COMMUNICATION Project Review Board monthly Project meeting bi-weekly Stakeholder update message monthly Kickoff per country Bi-weekly country call Intermediate streams meeting / Canon Océ alignment meetings Intranet /SharePoint site - Information 27/02/

29 HOW WE MANAGE COMMUNICATION Information flow Purpose, audience & goals Examples 27/02/

30 WHAT IS A DELIVERABLE? Deliverable = Implementation + Documentation + Confirmation + Communication + Record Deliverable Record (SharePoint) Implementation Communication Documentation Confirmation 27/02/

31 HOW WE MANAGE STATUS & DELIVERABLES Step 1: define deliverables together with stream leads and local IT leads Step 2: make deliverables visible and manageable Deliverables Overview Step 3: Present status Executive Summary 27/02/

32 WHAT WE EXPECT FROM YOU / NEXT STEPS Linking pin towards Integration Steering Group Manage local expectations Manage local activities Provide clear and clean information towards project team You are the local ambassador! Officially activities will start in January, however some Oracle related activities will start asap. 27/02/

33 Questions & Answers session

34 35 Thank you Stefan Willard, PMP EMEA ICT Project Portfolio Manager Canon Europa N.V. Amstelveen, The Netherlands Tel: +31 (0) Feb-13 For Canon internal use only R3.