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This is a course from the Smart Customer Management © series dedicated to help practitioners and entrepreneurs dramatically improve their companies performance by building up robust customer-centered capabilities.
In this intermediate level course, you are going to learn a method, called MEMODI, to effectively implement your customer-centered strategy or customer-centered improvement project.
MEMODI is a structured set of best practices from top performing companies around the world, covering the fundamental steps anyone responsible for or working in the implementation of a customer-centered strategy should never miss.
With its ability to provide you with the best pace for the implementation of a customer-centered strategy, MEMODI will become an invaluable tool for the successful implementation of your customer-centered initiative and help you achieve your organizational goals.
At course completion, serious learners will be able to seamlessly manage the lifecycle of a customer-centered strategy and/or improvement project, and lead a team of people to effectively implement a customer-centered strategy or project.
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Introduction to the Course
This is an article published at the Smart Customer Management website blog.
|Section 1: Introducing the Method|
What is MEMODI?
The Purpose of MEMODI
Program vs Project Management
The Implementation Management Ladder
INTRODUCING THE METHOD
|Section 2: The Model Implementation Program (MIP)|
Basic Components of a MIP
MIP Management Process
|Section 3: Improvement Project (IP) Management|
Why an IP Management Method?
Benefits of Using MEMODI for IP Management
Scope of IP Management
Using IP Management
IMPROVEMENT PROJECT MANAGEMENT
|Section 4: Starting Up an Improvement Project (IP)|
Basic First Steps
Appointing the Executive and Project Manager
Preparing a Project Brief
|Section 5: Planning an Improvement Project (IP)|
Fundamentals of Planning an IP
How to Make an IP Plan
Step 1: Designing a Plan
Step 2: Defining Products, Activities & Dependencies
Step 3: Estimating
Step 4: Scheduling
Step 5: Analyzing Risks
Step 6: Completing a Plan
Types of Plans
PLANNING AN IMPROVEMENT PROJECT
|Section 6: The Business Case|
What is a Business Case
The Business Case Components
Assess the Climate for the Business Case
Developing a Business Case
|Section 7: Organizing for the Implementation|
Four Layers Structure
Designing a Project Management Team
The Project Board
The Project Board Members
The Project Manager
The Team Manager
The Project Assurance
ORGANIZING FOR THE IMPLEMENTATION
|Section 8: Setting Up Controls|
Purpose of Controls
|Section 9: The Execution Loop|
Process Area Diagnosis
How to Conduct and Document Baselining
Improvements Roll Out
Transition to Long-Term Support
THE EXECUTION LOOP
|Section 10: Leverage Lessons and Close the Improvement Project|
Benefits of Evaluating the IP
The Lessons Learned Log and Report
Gather and Analyze Lessons Learned
Revise the MEMODI Approach
Closing the Project and Continue
LEVERAGE LESSONS AND CLOSE THE IP
|Section 11: Conclusion|
Francisco is a professional with over 18 years’ experience in business consulting, having served with “Big Four” consultancy companies, as well as an entrepreneur. His specialties include large strategic change management and innovation programs in industries ranging from airlines and hospitality, to health services and government. Along his career, he has served as CEO for several sevice companies. He holds a PhD in Economics and Business Administration and an Executive MBA from Instituto de Empresa (Madrid). He is also a certified Project Manager and author of "Smart Customer Management. The Complete Guide to Customer-Centric Management".