Leadership & Vision Ltd.

Leadership and Vision Limited is delighted to present ‘Delivering Excellence For Your Organisation’ as part of it’s suite of training programmes and seminars.

‘Delivering Excellence for Your Organisation’

Delivering Excellence is a ‘joined up thinking’ approach to delivering new initiatives within forward thinking organisations. The course introduces its delegates to an end to end business based methodology which integrates all the different facets required to deliver a successful product or service. Product or Services designed and delivered without an end to end view point invariably suffer from poor customer experience due to missing requirements, lack of metrics and poor product performance amongst others. How many times have new initiatives been launched in your company that customer facing staff within your organisation have no knowledge or understanding of? This course focuses on how to deliver with an end to end focus bringing together Organisation/People, Business Process, Metrics, Technology /Systems and Information key to delivering a service focused proposition.

Course Objectives:

Delegates completing the course can expect to gain an understanding of Successful Product and Service Implementation Steps. This includes: - competency in the processes, activities & functions - an awareness of the implementation considerations - insight into the operational challenges, risks and critical success factors required for any new initiative.

Delegates will:

Learn a structured method for implementing products/services ensuring its impact across the organisation and market is understood and planned right from the onset – How do you get Key Stakeholders to ‘buy in’ to your initiative

Learn to effectively document and communicate design requirements across an organization Develop facilitation tools/Techniques that can be applied to a broad range of initiatives and dazzle colleagues with effective and

fun ways to be creative. Learn how to lead new organizational initiatives successfully Learn how to align the various work streams involved in the delivery of a new product or service to ensure success Learn how to monitor and continuously improve a product or service offering to ensure it is bench-marked against world class

standards

For whom is this Course designed? This course is designed for middle to senior management executives in Product Development and Management, Marketing, Human Resources, Procurement, Information Systems, Technology, Programme Management, Sales and Customer Services.

Related Courses – Product Portfolio Strategy Development, Marketing Strategy and Performance, Marketing Processes and Governance, Account Management, Process Development

Venue: Leadership Development Centre, 25B MacDonald Road Ikoyi - Lagos. 8752306, 7944208

Delivering Excellence Seminar Day 1Session Objectives Outcome Session Detail Timings

1 Course Introduction Introduce course structure and Tutors

Delegates introduce themselves their organisation and Job titles

Outline house keeping rules Outline course ground rules

Delegates have an understanding of the course structure and tutors

Everyone knows each otherDelegates and tutors agree the ground rules

Course Lead introduces the course structure and other delegates

Delegates introduce themselves

Course lead explains basic house keeping

Course lead facilitates the agreement on some basic ground rules

10.00 – 10.30 am

2 What is ‘Joined Up thinking’?

Overview of the e2e process (Lead 2 Cash, Trouble 2 Resolve and Concept to Market)

Introduce the concept of Joined Up thinking and why it is important in delivering Products & Services

Set the context for the methodology that will be introduced

Delegates get an understanding of joined up thinking and why it is important in delivering excellence

Delegates get an understanding of the context and scope of the course

Course lead Introduces the concept of ‘joined up thinking’ using PowerPoint slides

Tutor leads and explains the E2E process overview and why it is important to the methodology that will be covered.

Tutor uses real life examples to explain at a very high level how strategy feeds into the ‘delivering excellence’ methodology and why governance is important.

Delegates are introduced to the Roles RACI model (Responsibility, Accountability, Consult and Inform)

10.30 – 11.00am

Break (15mins)3 Concept creation and

getting stakeholder ‘Buy in’

Introduce delegates to how make an initial assessment of a new idea in terms of market opportunity, strategic fit and priority, commercial feasibility and functionality required

Learn facilitation techniques required to gather e2e requirements at a high level

Learn how to ensure the impact of implementing the idea is thought through and understood across the organisation through the use of impact assessments

Learn how to present and communicate the key points to gain approval to move on to the next phase

Learn to identify the different roles that need to be involved in this process

Delegates will learn how to get stakeholder buy in for any new product or service idea

Learn how to produce a business case

PowerPoint on how to get stakeholder buy in presentation by the Course Lead

11.15 – 12.30pm

Lunch (30mins)4 Case study &

Presentations Apply the concepts discussed in

the morning into real life case studies

Get delegates to put a product concept document together using the template provided

Delegates will create a Product Concept Document using real life case studies

Delegates will work in teams to create a Product Concept Document

Each team will present their product concept to the whole class

1.00 – 3.30pm

5 Summary and end of 1st day’s session

Summarise the concepts learnt Outline what will be covered in

day 2

Summary of the day’s concept Powerpoint Presentation by course lead

3.30 – 4.00pm

Delivering Excellence Seminar Day 2Session Objectives Outcome Session Detail Timings

1 Specify and Plan The Specify & Plan step is used to make changes to existing products or launch new products, following a decision to proceed reached during the Concept phase which is part of the Manage Portfolio Process

Delegates will learn how to produce a refined business case

Delegates will learn how to produce a high level plan

Delegates will learn how to produce a product definition document (PDS) which will include all the detailed requirements

PowerPoint presentation by course lead

10.00 – 11.00am

Break (15 Mins)2 Design and

Implement The objective of this part of the

seminar is to introduce delegates to design techniques for the initiative ensuring it aligns to the requirements gathered.

Delegates will learn how to put an ‘as is’ and ‘to be’ design model together

Ensure the ‘to be’ model is compliant with the requirements

Delegates will learn how to put business test plans together to ensure the customer experience is thought through

Finally, delegates will learn how to create a detailed project plan by updating the high level project plan

PowerPoint presentation by the course lead

11.15 – 12.30pm

Lunch (30mins)3 Guest Speaker 1.00 – 2.00 pm4 Case Study Delegates will design a business

solution for the case study presented the previous day using the techniques presented earlier in the day

Delegates will have a design for their product (Lead to Cash and Trouble to Resolve)

Delegates will put test scripts together for their product

Delegates will present their design

Class will split into groups and work on the product design and test scripts. Note for the purpose of the seminar, the scripts do not have to be detailed

2.00 – 3.30pm

5 Summary Summarize the principles learnt in today’s seminar

A run through of the key principles learnt

Course tutor to present with PowerPoint Slides

3.30 – 4.00pm

Delivering Excellence Seminar Day 3

Session Objectives Outcome Session Detail Timings1 Test & Trial During this phase the plans for testing and or

trial will be put into effect. Any customer (beta) trials which take place should determine if the full proposition/product is of value to the customer and is likely to produce the predicted benefits for the business. Phase 3 validates the product specifications have been met.

Delegates will learn how to ensure the product being launched is fit for purpose. The criteria to be used is all business

Delegates will learn to link systems testing to process testing – Business Readiness Testing

PowerPoint presentation by course lead

10.00 – 11.00am

Break (15mins)2 Product Launch The purpose of this phase is to launch the

product after a successful trial. During the phase the core project team must confirm that all areas are ready to launch. When confirmation is received, the product will be launched, all processes, systems and controls will be made operational. Phase 4 commences restricted customer deliveries and transfer responsibility to operations & lifecycle management.

Delegates will learn how to put a check list of criteria together to ensure successful launch

PowerPoint presentation by course lead

11.15 – 12.30pm

Lunch 30mins3 Manage Product

In-Life The Manage In-Life process exists to

allow organisations to maximize product and related portfolio returns. It is designed to ensure that a consistent Product Management approach is taken to evaluate the need for, and recommend the approval of, product changes. Product changes include; Pricing change; Feature alteration; Channel or Segment expansion; Product Withdrawal.

Delegates will learn all the necessary criteria for managing a product in-lifeDelegates will learn how to move a product from development into in-life and get the necessary sign off to make it happenDelegates will learn how to track and monitor all the key KPIs

PowerPoint presentation by course lead

1.00 – 2.00 pm

4 Case Study Delegates will apply what they have learnt to the case study they have been working on

Delegates will present their product to the class and we will determine if the product will be a success or notProduct will be assessed by the team

Guest speaker to present price to the team with the best product

2.00 – 3.30pm

5 Summary & Close

Trainer Profiles

Andrew Woodruff is a Sales & Marketing Professional with over 25 years experience gained in the UK and internationally across a range of business large and small.

Starting out in London as a door-knocking and cold-calling salesman, initially selling computer consumables, Andrew progressed through the ranks becoming a Corporate Account Director for Mercury Communications (a new competitor to the monopoly British Telecommunications) selling innovative and emerging telecoms solutions into UK government departments. Mr Woodruff was responsible for leading the team that went on to win the GDN (Government Data Network) in 1992.

This led to an international assignment in Hong Kong where Andrew led the development and rebuilding of the Corporate Sales Function in preparation for oncoming market liberalisation. This included commission schemes, sales & business development training and development programmes, new trading relationships with 3rd party vendors and so forth.

Following a career break in Zimbabwe where he built up a travel lodge business to popular acclaim, Mr Woodruff then joined Logica in the UK selling big ticket IT solutions to British Telecom. In 2001 his team achieved £52.5M sales from just two projects.

After a period running the North European Sales Effort for ADC Software (3rd generation software billing solutions) Mr Woodruff set up his own company called WebVideos which has been producing ground breaking website and video applications to both sell and deliver customer service. Customers include a wide variety of small and large businesses.

Mr Woodruff brings a unique perspective on how to bring start-up energy to a corporate environment and get results fast!.

Tunde Adebayo has over twenty years experience in Telecoms, Gas and Electricity, and the Retail industries in the United Kingdom. He is the CEO of Tida Services Limited, a UK based consultancy and a retained Principal Consultant for BT Tel-consult the Management consulting arm of BT Global Services. He has led the delivery of cutting edge products for major Telecommunication providers in the UK and Nigeria – including a major Transformation project for MTN Nigeria, the first fixed mobile product in the world for BT Retail, the first TV over Broadband product for BT Retail, the first Mobile Virtual Network Operator (MVNO) in the UK called Virgin Mobile and more recently a Voice over IP (VOIP) product on the Playstation Portable (PSP) for Sony and BT to rival Skype.

Prior to setting up his own consultancy practice Mr Adebayo was the Head of Business Development at LogicaCMG, a management and technology consultancy. He has also held senior positions with BT Retail, One2One (now T-Mobile), British Gas and London Electricity.

Mr Adebayo holds a Bachelor of Arts degree in Political Economy from University of Greenwich and a Masters degree in Information Systems and Technology from City University, London. He is also the author of ‘The Knowledge Creating Organisation’ published in 2000. Mr Adebayo is also a visiting lecturer at the University Of Greenwich Business School.

Mr Chike Okpaluba has over 10 years experience as a customer orientated solutions design and process transformation professional with business flair and a proven track record in delivering high quality on time and to budget programmes. An acclaimed specialist and thought leader in convergence strategies and technology, he has been involved in many of the most significant projects in the telephony and broadband industry. Mr Okpaluba has held senior consulting and industry positions in leading companies such as LogicaCMG a leading management and technology consultancy, BT, Cable and Wireless, Vodafone, O2, Virgin Media amongst numerous others.

An expert at shaping business strategies into pragmatic program plans, he has substantial hands-on experience in systems and network architecture design, operations and support as well as software development.

He holds a BSC in Economics and a Masters in Business Information Technology.