Managing Project Escalations Webinar by KW3 Consulting
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Transcript of Managing Project Escalations Webinar by KW3 Consulting
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www.kw3consulting.com
Managing Project Escalations
Webinar
October 9, 2014
Kirk Williams
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• Complex initiatives are tough
• Many moving parts, multiple teams, stressful
• Senior Leaders wants it done, done well and HATE SURPRISES
• The Challenge – issues get escalated too early or too late.
• Early and Late Escalations are SURPRISES
• Today, we will talk about 5 strategies to help you manage early and late
escalations
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The Challenge
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Logistics For Today’s Call
• The call is being recorded
• Copies of slides will be made available at the conclusion of the call
• We will have a couple of poll questions so be ready to answer
• Please enter your questions in the chat box at any time
• Tweet your comments during the call - #escalations
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Kirk Williams
• Founder & CEO - KW3 Consulting
• Management Consultant for 17 years
• Worked for Accenture Consulting for 13 years
• Started KW3 Consulting 4 years ago
• Managed multi-million dollar business and technology transformation initiatives
• Consulted with small, large and Fortune 500 companies. Some include Wells Fargo, Cisco, JPMorgan Chase, Callaway Golf
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Today’s Discussion
Types of Escalations
Discuss Each Type of
Escalation and Key Strategies
Case Study
Key Takeaways
and Wrap-Up
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Poll #1
I want to learn about who is on the call.
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Knowing Communication Styles
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Dominance – direct, strong-willed and forceful
Influence – sociable, talkative and lively
Steadiness – gentle, accommodating and soft-hearted
Conscientiousness – private, analytical and logical
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Types of Escalations
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Pre-Mature Escalations
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• People have their own agendas
• People want to be the “hero”
• Additional unnecessary work
• Diverts attention from the required
activities to get the project done
Strategies
• CONSISTENT STATUS
REPORTING VIEW
• Regular checkpoints with
senior leadership
• Stay fact-based
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• Status on key
functionality
• Green / Yellow / Red
Heat map to
highlight problem
areas
• Quick and easy for
executive level to
understand current
status
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Accurate Escalations
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• You are ahead of the curve
• Proactive and Preemptive
• You are in control
Strategies• Consistent Status
Reporting
• Trade-off Scenarios
• Senior Leadership
Checkpoints
• Program Management
Processes In Place
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Late Escalations
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• Team member(s) have missed an
important milestone or
deliverable
• Team members tend to work in
silos – “siloed thinking”
• Miscommunication has occurred
among the team
Strategies
• Trade-off scenarios
(3 options)
• Acknowledge mistakes
• Consensus building
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Trade-off Scenario Template
• 3 Options
• Various scope options
• Pros and cons for
each option
• Dependencies
# Option Revised Delivery Date Pros Cons Dependencies Recommend (Y/N)
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Trade-off Scenario Template
• Visual Option
• Resource Implications
• Proposed timeline
• Scope adjustments
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Poll #2
What type of escalations have you dealt with most?
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Case Study
Client
• A regional financial services company in Southern California
• A business intelligence implementation project
Challenge
• Some client resources were very nervous and wanted to be the hero
• Unnecessary escalations occurred
• Midnight emails from the CEO
• Called to the CFO’s office for 7am
Solution
• Structured reporting process – consistent view
• Stayed fact based
• Repeated buy-in from executives.
• Need executives to make the time
• Understood who we were dealing with
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Key Takeaways
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Trade-off Scenarios
Consensus Building
Consistent Status View
Lead with the facts
Understand others
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“Off The Gantt” Training Series
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• Escalations is just one piece of the
Advancing towards Program
Management
• Our “Off The Gantt” Training
Series coming up in December.
Email me for more details
• Full day interactive and engaging
session
• Followed up by 3 conference calls
- Coming in December 2014 -
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Upcoming Webinars
• Thursday, November 13th @ 10am PST
• Thursday, January 18th @ 10am PST
• Thursday, February 12th @ 10am PST
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Thank You
• www.kw3consulting.com – updated blogs and case studies. Comment on our blog
• Follow us on LinkedIn - https://www.linkedin.com/company/kw3-consulting-llc
• Follow us on Twitter - https://twitter.com/KW3Consulting
• Please fill out the survey and give your feedback
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