Program Management Experience from DHL Express IT Programs
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The document discusses the critical elements of managing international programs, emphasizing communication, team building, and the use of technology. Key strategies include addressing cultural differences, creating clear objectives, and establishing a shared knowledge platform among global teams. Successful international program management not only enhances team cohesion but also offers significant career advancement opportunities.
Program Management Experience from DHL Express IT Programs
- 1. Program Management Experience from DHL Express IT Programs Thomas Deutschlaender PMI Malaysia Evening Talk,13 March 2013 International program management is a great experience IT Program Manager Worked with people from over 20 countries Lived in Malaysia for two years Program Management Experience from DHL Express IT Programs March 2013 Page 2 1
- 2. The most international company in the world Global solutions to serve customers around the world. Program Management Experience from DHL Express IT Programs March 2013 Page 3 Keystones to make international programs a success Encouraging communication Building an international team Using supporting technology Program Management Experience from DHL Express IT Programs March 2013 Page 4 2
- 3. International programs need special attention Kuala Lumpur Locations / One / no distance Many locations, in different countries / long distances physical distance Language Usually one Usually many with an agreed program language Time zones One Skewed or asynchronous working hours Organizations One to many Many Cultural None or low High differences Program Management Experience from DHL Express IT Programs March 2013 Page 5 Be aware of cultural differences Program Management Experience from DHL Express IT Programs March 2013 Page 6 3
- 4. Making international programs a success Encouraging communication Program Management Experience from DHL Express IT Programs March 2013 Page 7 Open and personal communication is the basis for a high performing program team Communication is a prerequisite for coordination and knowledge sharing ■ Meet the stakeholders and project teams in person. ■ Run a global Program Kick-Off meeting ■ Create a personal exchange - starting with yourself ■ Try distance communication techniques and tools and change if necessary. Program Management Experience from DHL Express IT Programs March 2013 Page 8 4
- 5. Communication needs planning and management Run an stakeholder analysis and find the key communicator of the program Create and execute a communication plan with your stakeholder Ensure that the program members understand that communication is a shared responsibility Listening is the most important part in communication – regularly ask stakeholder for their opinion Program Management Experience from DHL Express IT Programs March 2013 Page 9 Creating a Program Charter at the outset is important The Program Charter: describes the business reason for the program and the overall objectives needs approval from the Program Board How to define the Programs Charter: interview stakeholders and explain in 15 words Report program progress against the agreed objectives in the Program Charter Program Management Experience from DHL Express IT Programs March 2013 Page 10 5
- 6. Communicate program objectives to the team Having a clear objective gives direction Helps teams understand their contribution and responsibilities Facilitates teams to manage themselves Motivates team to contribute to the overall objectives Program Management Experience from DHL Express IT Programs March 2013 Page 11 Making international programs a success Building an international team Program Management Experience from DHL Express IT Programs March 2013 Page 12 6
- 7. Creating an international team with the right skills and attitude is critical Teambuilding must take place at the beginning of the program ■ Find the right people with necessary experience, attitude and capability ■ Organize training (if required) on intercultural awareness, groupware tools and language ■ Use the start phase to build relationships between the teams ■ Create the right team attitude: ■ Focus on delivery ■ “Can do” mentality Program Management Experience from DHL Express IT Programs March 2013 Page 13 A clear and self-sustainable program organization sets the framework for successful delivery Ensure the right representatives (experience, authority) are on the Program Board Teams should be capable of delivering results – self-sustainable Programs delivering integrated solutions require dedicated teams to manage them end-to-end Treat vendor teams as part of the overall team. “We are one team with one objective” Program Management Experience from DHL Express IT Programs March 2013 Page 14 7
- 8. Recognize achievements to ensure continued success Highlight contribution to the overall Program result Celebrate achievements locally and globally Share successes of the team, no matter how small. Program Management Experience from DHL Express IT Programs March 2013 Page 15 Respect is a cornerstone to making the team go the extra mile Team members who feel you care and respect them will go the extra mile when you need them to do. Respecting local customs and cultures is important. Recognizing team members have a life outside work. Program Management Experience from DHL Express IT Programs March 2013 Page 16 8
- 9. Making international programs a success Using supporting technology Program Management Experience from DHL Express IT Programs March 2013 Page 17 Use technology to help reduce distances and support exchange of information An on-line team calendar makes visible the teams availability. Public holidays, vacations, trainings should be posted here. (Short message) office communicator enables easy and direct dialog between team members in different locations. A program blog / program Wiki supports asynchronous communication and helps to have an common understanding of specialist program terminology Program Management Experience from DHL Express IT Programs March 2013 Page 18 9
- 10. Establishing a shared groupware platform is key for knowledge sharing within the program “Golden rules” of knowledge sharing • “No local files” to ensure team members from all sites have access to all information at all times • A standardized clear folder structure to reduce search time and find information. However also give teams the freedom to extend this. • File name conventions and document templates to increase efficiency. • Use online tools such as risk / issue and actions log to provide up to date status Program Management Experience from DHL Express IT Programs March 2013 Page 19 Making international programs successful Facilitate communication with the right attitude of openness for people from different backgrounds Build the global program team that feels and works as one team at the beginning. Ensure a common platform to make it easy for team members to contribute and to have access to information. Program Management Experience from DHL Express IT Programs March 2013 Page 20 10
- 11. Global teams made up of different cultures can achieve outstanding results Combining different experiences from around the globe is increasing the value for the customer. Participating in an international program is an great personal experience. Program Management Experience from DHL Express IT Programs March 2013 Page 21 The capability to run international programs is a huge advantage Malaysia, with its mixed population and knowledge of world languages, has great opportunities for running international programs. Companies capable of rapidly creating international program teams to respond to changing business requirements have a huge competitive advantage. International Program Management experience will enhance your career opportunities. Program Management Experience from DHL Express IT Programs March 2013 Page 22 11
- 12. Questions & answers - What is your opinion? eCOM Back End System Modernization Program, 08 Jan 2013 Internal Use Page 23 12