Course Outline

1. Designing the experience in collaboration with the customer - introduction

  • Points of contact in preparing an offer
  • Understanding the customer - the right questions and creating a context of cooperation
  • Voice of customer - customer's wishes and customer requirements
  • Critical to Quality & business value - initial consensus in understanding what we offer
  • How to ask questions and determine what is worth doing - features, check box ? product features or added value ?

2. Formulating the vision of the project

  • Project goal and vision
  • Tools and techniques for creating a product/project vision implementations: Canvas model - objectives, business value, benefits, costs

3. Effective communication- an introduction to aspects of effective communication

  • Customer communication process
  • Effective communication and feedback model in collaboration
  • Thinking styles and action styles in interaction with customers
  • Communication conflicts and communication between styles - Why do we not always understand customers and how to change?
  • Tools and techniques for effective communication in customer interactions
  • "In the customer's shoes"- "being in a different style of communication" - De Bono hats.

4. Identification of business value in interaction with the customer implementation project

  • Who is the customer and why you should identify end users - personalization as a basis for understanding customer needs
  • Identifying customer requirements based on goals and benefits
  • Identifying customer requirements based on process - check lists
  • Identification of customer requirements based on deliverables of the project - check lists
  • Defining acceptance criteria - how do we know, that the customer's needs will be met - check lists
  • Prioritization of customer requirements as a basis for effective organization of the implementation project


5. Project organization

  • Planning the project organization structure - stages and products of project stages
  • Planning work with business value, requirements, tasks

6. Decomposition of project deliverables, scheduling

  • Decomposition of project products into tasks and creation of schedules


7. Project estimation and pricing

  • Cost categories in IT projects
  • ROI (return on investment) and TCO (total cost of maintenance)
  • Charges in projects
  • Estimation / pricing techniques


8. Preparation of materials for bid / contract / project - Project charter as an example of substantive input

9. Refinement - summary of the workshop

  • workshop: summary of the training in the SSC formula using facilitation techniques
  • Start - what I will implement as a new best practice
  • Stop - what I will stop
  • Continue - what I will continue to apply

Requirements

The training requires no additional preparation.

 14 Hours

Number of participants



Price per participant

Testimonials (5)

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