Project Management for Customer-Centered Companies

Learn a method to effectively implement your customer-centered strategy
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  • Lectures 52
  • Length 3 hours
  • Skill Level Intermediate Level
  • Languages English
  • Includes Lifetime access
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    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 3/2016 English

Course Description

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.

Enjoy the course and learn a lot!

What are the requirements?

  • No prior knowledge or experience in Project Management is needed.
  • It is recommended that students have completed the introductory course "Smart Customer Management for Customer-Centered Companies" before starting this course.

What am I going to get from this course?

  • Seamlessly manage the lifecycle of a customer-centered strategy and/or improvement project, from Starting Up to Leveraging the lesson learned, evaluating and closing a Project.
  • Lead a team to effectively implement a customer-centered strategy or project.

What is the target audience?

  • This course is for Project Managers involved in a customer-centered initiative, Team members willing to dig deeper into project management, and entrepreneurs seeking for a solid method to focus their business onto customers.
  • This course is not for you if you think that implementing a customer-centered strategy is just about drawing a Gantt chart or set a calendar for what is to be done.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Introduction to the Course
02:56
Article

This is an article published at the Smart Customer Management website blog.

Section 1: Introducing the Method
What is MEMODI?
01:50
The Purpose of MEMODI
04:25
Program vs Project Management
06:51
The Implementation Management Ladder
03:20
INTRODUCING THE METHOD
3 questions
Section 2: The Model Implementation Program (MIP)
Basic Components of a MIP
04:04
MIP Management Process
07:26
Section 3: Improvement Project (IP) Management
Why an IP Management Method?
03:09
Benefits of Using MEMODI for IP Management
03:58
Scope of IP Management
02:20
Using IP Management
05:00
IMPROVEMENT PROJECT MANAGEMENT
3 questions
Section 4: Starting Up an Improvement Project (IP)
Basic First Steps
02:56
Appointing the Executive and Project Manager
01:38
Preparing a Project Brief
03:31
Section 5: Planning an Improvement Project (IP)
Fundamentals of Planning an IP
02:26
Plan Components
02:28
How to Make an IP Plan
02:02
Step 1: Designing a Plan
03:13
Step 2: Defining Products, Activities & Dependencies
03:37
Step 3: Estimating
02:54
Step 4: Scheduling
05:08
Step 5: Analyzing Risks
02:24
Step 6: Completing a Plan
03:11
Types of Plans
05:31
PLANNING AN IMPROVEMENT PROJECT
4 questions
Section 6: The Business Case
What is a Business Case
02:28
The Business Case Components
04:00
Assess the Climate for the Business Case
01:43
Developing a Business Case
02:58
Section 7: Organizing for the Implementation
Organization Overview
02:09
Four Layers Structure
02:59
Designing a Project Management Team
02:26
The Project Board
04:44
The Project Board Members
05:16
The Project Manager
02:06
The Team Manager
01:24
The Project Assurance
02:06
Project Support
04:40
ORGANIZING FOR THE IMPLEMENTATION
4 questions
Section 8: Setting Up Controls
Purpose of Controls
01:27
Controls Review
02:21
Section 9: The Execution Loop
Process Area Diagnosis
04:12
How to Conduct and Document Baselining
04:03
Execute Improvements
04:19
Piloting Improvements
01:49
Improvements Roll Out
03:03
Transition to Long-Term Support
01:36
THE EXECUTION LOOP
3 questions
Section 10: Leverage Lessons and Close the Improvement Project
Benefits of Evaluating the IP
01:21
The Lessons Learned Log and Report
03:41
Gather and Analyze Lessons Learned
02:19
Revise the MEMODI Approach
01:15
Closing the Project and Continue
05:46
LEVERAGE LESSONS AND CLOSE THE IP
3 questions
Section 11: Conclusion
Conclusion
04:09

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Instructor Biography

Francisco J Navarro, Author, Business Consultant & Practical Visionary

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".

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