Course Outline
1. Collaborative Design of the Customer Experience for Government - Introduction
- Identifying Points of Contact in Preparing an Offer
- Understanding the Customer: Asking the Right Questions and Establishing a Context of Cooperation
- Voice of the Customer: Capturing Customer Wishes and Requirements
- Critical to Quality & Business Value: Achieving Initial Consensus on What We Offer for Government
- Techniques for Eliciting Customer Needs: Features, Checklists, Product Features, or Added Value?
2. Formulating the Vision of the Project for Government
- Defining the Project Goal and Vision
- Tools and Techniques for Creating a Product/Project Vision Implementation: Canvas Model - Objectives, Business Value, Benefits, Costs
3. Effective Communication for Government - An Introduction to Key Aspects
- The Customer Communication Process
- Effective Communication and Feedback Models in Collaboration
- Thinking Styles and Action Styles in Interaction with Customers for Government
- Communication Conflicts and Interactions Between Styles: Understanding and Resolving Misunderstandings with Customers
- Tools and Techniques for Effective Communication in Customer Interactions for Government
- "In the Customer's Shoes" - Adopting Different Communication Styles Using De Bono's Six Thinking Hats
4. Identifying Business Value in Interaction with the Customer for Government Project Implementation
- Who is the Customer and Why It Is Important to Identify End Users: Personalization as a Foundation for Understanding Customer Needs for Government
- Identifying Customer Requirements Based on Goals and Benefits for Government
- Identifying Customer Requirements Based on Processes: Checklists for Government
- Identifying Customer Requirements Based on Project Deliverables: Checklists for Government
- Defining Acceptance Criteria: Ensuring Customer Needs Are Met - Checklists for Government
- Prioritizing Customer Requirements as a Basis for Effective Organization of the Implementation Project for Government
5. Project Organization for Government
- Planning the Project Organization Structure: Stages and Products of Project Phases for Government
- Planning Work with Business Value, Requirements, and Tasks for Government
6. Decomposition of Project Deliverables and Scheduling for Government
- Decomposing Project Products into Tasks and Creating Schedules for Government
7. Project Estimation and Pricing for Government
- Cost Categories in IT Projects for Government
- ROI (Return on Investment) and TCO (Total Cost of Ownership) for Government
- Charges in Projects for Government
- Estimation and Pricing Techniques for Government
8. Preparation of Materials for Bid/Contract/Project for Government - The Project Charter as an Example of Substantive Input for Government
9. Refinement - Summary of the Workshop for Government
- Workshop: Summarizing Training in the SSC Formula Using Facilitation Techniques for Government
- Start - New Best Practices to Implement for Government
- Stop - Practices to Discontinue for Government
- Continue - Practices to Maintain and Apply for Government
Requirements
Testimonials (5)
Linking back the knowledge to the actual work we do on a daily basis - even if we used some simpler life examples, the trainer was challenging us to think of our daily responsibilities and explore it in this field. Content wise I think I liked the communication with different types of clients most - goal/problem and general/specific as mentioned before
Karol - GE HealthCare
Course - Defining business value
Interactive learning based on examples, exercises and actual cases provided by the audience instead of dull process of going through the ppt slides.
Piotr - GE HealthCare
Course - Defining business value
Trainer behavior, not sticking a lot to agenda, open to discussion
Maciej - GE HealthCare
Course - Defining business value
Trainer experience was shared with the audience. Iwona was iglie to share her experience.
LUKASZ - GE HealthCare
Course - Defining business value
Trainer experience was shared with the audience. Iwona was iglie to share her experience.