Customer Centric PMO's

Our good friends from Red Wizard shared the below story with us, we though it was too good not to share.....

Some months back I was contacted by a client for whom we delivered a PMO solution some years back.?RedWizard was engaged to design, deliver, and embed the solution, including training and handover to a newly formed internal PMO function.

“Jools, we’ve plateaued.?I need your help” was the title of the email that landed in my inbox.?

On further reading, it seems things had gone well for the first couple of years.?The services enabled at launch had been well received across the enterprise and the PMO, at least initially, were consulted when it came to project and portfolio status, prioritisation, and resourcing.?They had (also) worked hard to optimise their services, deploying a new data solution to streamline reporting, developing a suite of e-templates to introduce greater consistency into PMO-managed documentation and putting their whole PMO team through a foundation level project management course (I won’t say which one!)!

One thing however they hadn’t invested in was building deep relationships with the PMO’s customers; those individuals across the enterprise who make use of the PMO services in one way or another and could both inform how the PMO would need to evolve to stay relevant whilst also providing precious insight into how the business was changing.?In fact, when I asked them to share their customer map, I was met with a few blank stares.?‘We don’t have one’ was the answer.?Hum.

Putting it right

PMO is a service and like all things, PMO services are not intended to stand still.?Just as the world around us changes, so do the needs of the business we serve.?PMOs must evolve, transform or face the consequences.

In this particular example, whilst the PMO invested effort in optimising their current suite of services, making their reports easier to access and upskilling their team so they could better understand the challenges of their customer groups, they failed to build relationships with these customers and therefore they didn’t realise their services were no longer as useful until their customers started to disengage.?In other words, the needs of their customers had changed, but they were unaware and therefore unable to react.

Successful PMOs have one thing in common—their diverse service catalogues are designed to meet and exceed customer expectations. In other words, they provide exactly what their customers want and need—not just want they think they want and need!?

BOOM! (Mic drop) Can it really be that simple?

Well, yes and no... becoming a customer-centric PMO can be challenging but there’s a clear route to get there. And even though I’ve witnessed successful PMOs being dissolved, the statistics are far less frightening!

?So, is your PMO customer-centric?

Our handy gameboard below might help you identify where you are on the customer-centric journey whilst providing some tips to help you build the customer into everything you do!

?THE SELF SERVING PMO

We don’t think of our internal stakeholders as customers and are focused on the operational tasks needed to keep our function moving

Square 1 (question)

Who benefits from our work?

Square 2 (question)

Who needs our services?

Square 3 (question)

What services do they need?

Square 4 (task)

Based on your answers to 1 and 2, develop a key customer list

?THE PRESUMPTUOUS PMO

We know what our customers need and work hard to ensure what we produce meets quality standards

Square 4 (task)

Arrange to meet your top 5 customers

Square 5 (task)

Collect feedback on your services

Square 6 (task)

Make a list of things your top 5 customers would like to see improved

?THE ENGAGED PMO

We seek customer feedback and prioritise key issues in order to improve customer satisfaction and reduce complaints

Square 7 (task)

Prioritise improvements based on the impact for your customers

Square 8 (task)

Complete improvements and ask for more feedback!

Square 9 (question)

Set up a regular connection call or face-to-face with your top customers

?THE PEOPLE PMO

We focus on long term relationships and strive to make an emotional connection by providing delightful experiences that create advocates

?Square 10 (question)

What challenges is your customer having??What opportunities do they see for the business??What is changing for them? Remember to LISTEN!

Square 11 (task)

Review your service catalogue.?Can you identify other services that could help your customers achieve success?

Square 12 (star point)

Congratulations, you’ve gained an advocate (and a friend)!

?THE PROACTIVE PMO

We think deeply about what our customers are trying to accomplish and create new ways to add value before they ask!

Square 13 (final square on the board)