Category: Program Management
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Use Strategy to your Advantage
Congratulations—you’ve been given responsibility for a strategic initiative. Maybe it’s knowledge management; maybe it’s self-service or swarming; maybe it’s a complete service transformation. You’ve being held accountable to outcomes like retention, recurring revenue, loyalty, profitability, or cost reduction. So, what exactly are you going to do? The answer to that must be driven by…
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What Does the KCS Council Do?
A few clients recently asked us for more details on the roles and responsibilities of the KCS Council. There is good general guidance in the KCS v6 Practices Guide and the KCS v6 Adoption Guide, but it’s not especially specific. So, with input from Ryan Mathews, Jacob Watts, Monique Cadena, and Jennifer Crippen, I thought…
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You Need a Dedicated KCS Program Manager
If you don’t have a plan for having dedicated KCS℠ program management, we won’t lead a KCS Design Workshop for you. (With regret.) You’ll be wasting your money and our time. Our fourteen years of doing this have taught us a few things about what works and what doesn’t. A dedicated KCS Program Manager works;…
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Do We Really Have To Do This Globally?
“Oh, sure, I mean, we’ll roll it out globally eventually, but is it really worth it to fly people in from all around the world for a design workshop? Can’t we just figure it out first, and then tell them what to do later? Travel budgets are tight.” Travel budgets are tight, and accommodating global…
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Unreasonable Overcommunication
Several times over the past six months, I’ve been sitting with KCS program managers who are discouraged and frustrated… really frustrated. They feel like they’ve been doing everything they can reasonably do to communicate, and people still aren’t getting it. Managers act surprised when they see project plans that were emailed to them weeks ago,…
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Reaching Out To Managers
We know it’s all good news for managers. But don’t expect to show them your PowerPoints and have them applaud.