Tài liệu Lecture_gpem_int.projectmanagement_day3

Risk Management What is a risk? 77 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY A project risk is anything that could have a negative impact on your project (results) Workload People Technology … Money Environment Scope Service Providers Risk Management Wheel  Within a project risk management is the responsibility of the project Identify Monitor and Control  Within an organization Risk Management is management through an Enterprise Risk Management (ERM) Evaluate Risk Mgmt. Plan Act Risk Management never stops 79 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY Project Planning – Possible risks within a project can be dealt with in different ways 1. Eliminate – Try to delete a possible risk cause 2. Minimize – Minimize the possible cause and/or the possible effect on the project 3. Move – Move the possible effect on your project to another, less critical part of your organization 4. Insure – Find a way to insure yourself against possible effects 5. Accept – Simply accept if there could be a problem Risk Management measures often go hand in hand 80 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY Risk Management – How to handle risks ID 1. Risk Category Lack of Organization resources in work package 1 Trigger Origin Annual leave, Less Tasks have to illness, Resources than be delayed employees quit needed … 81 05.07.2017 Effect VGU I VIETNAMESE-GERMAN UNIVERSITY Probability Medium Responsible Countervailing measures Mr. XYZ (project Leader) Annual leave planning six month in advance, Resources with required skills in reserve CreateManagement a Risk Matrix Risk Exercise Your project:  You open a Banh Mi-Store Your tasks:  Create a risk matrix  Find 10 risks  Create measures against the risks 82 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY Risk Management – ways to present risk Presentation is important for creating awareness Probability Heat Map – Probability and effect Effect 10 9 8 7 6 5 4 3 2 1 10: Project will fail 9: More than 40% over budget or more than 40% delay 8: Up to 40% over budget or up to 40% delay 7: Up to 30% over budget or up to 30% delay 6: Up to 20% over budget or up to 20% delay 5: Up to 10% over budget or up to 10% delay 4: Big decrease of time or budget 3: Medium decrease of time or budget 2: Small decrease of time or budget 1: No effect 1 2 3 4 5 6 7 8 9 10 Effect Probability 1-2: Very unlikely 3-4: Unlikely 5-6: Unknown/ medium 7-8: Likely 9-10: Very likely or sure 83 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY Risk Management – ways to present risk Presentation is important for creating awareness Tornado diagram – Positive and negative effect Task 1 finished until May 2nd Data Integration 6,5 -4,3 2,3 -7 Task 2 reaches Quality Gate All resources are available Project gets support from XY Project will be supervised by Senior Management 4,3 -2,1 2,8 -2,3 2,5 -1,7 1,7 -1,2 Damage Benefit Every event can be evaluated in its negative as well as its positive effects 84 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY Project Process Phases Initiate     Plan Have an idea Conception Create Business Case Financial Funding  Definition of Project Goals  Set up project team with required skills  Choose, develop and adjust project tools  Create relevant documents (Project Charta) Execute     Analysis of current status Gap-Closing Reach KPI Managing tasks Monitor and Control 85 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY Close Voice of Customer (VoC) to Critical for Quality (CfQ) Voice of Customer  Voice of the customer is the perception of a customer’s needs and wants  To determine the voice of the customer, an organization typically analyzes data reflective of what a customer does as well as what he says. This includes close examination of data gathered from monetary transactions, market research, social media monitoring, customer feedback channels and Web analytics. Critical for Quality  The translation of VOC into measureable and adjustable elements  A process characteristic or component that has a direct effect on whether the overall process or product is perceived by the customer to be of acceptable quality. Identification of specific, measurable critical to quality (CTQ) characteristics is essential for meaningful and measurable business process improvement. 86 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY Four steps to increase quality Measurable influence factors Voice of Customer Analyze Measures Key Performance Deduce Indicators (KPI) Define Gather “I want better service!” Friendliness Thank you! You’re welcome! How was the food? Define code of behaviour 100% Smile Create rules Carry more drinks Train staff Faster Service Transition from Voice of Customer to Critical for Quality 87 05.07.2017 VGU I VIETNAMESE-GERMAN UNIVERSITY