Starting a PMO at Babson

Educause Connect – Portland

Robyn Betts, Director, PMO

February 11, 2014

Doing our best to make this interactive…

AUDIENCE POLL

Raise your hand if you…
1. 2. 3. 4. 5. Currently don’t have a PMO, but need one Have approval to start a PMO / in planning Recently started a PMO Sustaining a PMO currently Tried unsuccessfully to start a PMO

Who is Babson?

IT

~3500 Students ~800 Staff International Student Body Distance and F2F

~85 people Library and IT Together Software Dev Ops and Security Curriculum Dev Multimedia Helpdesk

Capture Challenges in Each Area of PMO Startup
• • • • Initiation / Getting Approval Defining PMO Strategy and Scope Creating the PMO / Organizational Change Sustaining the PMO

WHAT DID THE ENVIRONMENT AT BABSON LOOK LIKE IN 2010?

New-ish President

New CIO

Reactive IT

Low Turnover

Process Scrutiny

Tech Drives Strategy

Increasing Demand

Big Project

Staff Stretched!

WHY START A PMO AT BABSON?

When People Requested Projects, Who Knew Where it Went?

“Toss it Over The Fence” Phenomenon

Beware the Project Geyser!

No Consistency In Project Management

High Demand for Low Supply of Resources…

High Demand for Low Supply of Resources…

…Customers Not Getting What They Need

Project Decisions Were Not As Systematically Made As They Could Have Been…

No Ability to Report On Output

Your turn…

CHALLENGES YOU CURRENTLY FACE WITH INITIATION?

How do we fix this?

DEFINING THE PMO

Planning for the PMO
10 Strategic IT Priorities (IMPs)
Project Mgmt

Defined PM roadmap; not quite a charter, but close!

PMO Mission

Drive Successful Project Planning and Execution at Babson

How Will We Attack This?
Streamline
Process for how all projects come in, get prioritized, and get completed

Focus

Focus our limited resources on only the most high priority and strategically aligned projects

Plan

Use Project Management best practices to track and measure projects so we can plan better in the future

Or at least closer to this.

Scope of the PMO
New Project Intake Business Analysis Portfolio Prioritization Scheduling and Resource Allocation • PM Standards • Templates/Toolkit • Project Management • • • •

Accountable for success of all IT projects at Babson

The hard part…

SETTING UP THE PMO

Understanding the Problem
Right PMO Model? Get Buy-In? Resource Management? Staffing? Project Definition? Governance? Tools?

Time to Research, and “Get Out of the Building”

Information Overload
• Gartner Research • Endless Blogs, Podcasts & Twitter
• PMHut, Girl’s guide to PM, Drunken PM, PMO Podcast, gantthead, #pmchat, #pmot, #PMP

• • • • •

The Program Management Office Advantage Creating the Project Office Project Management Metrics PMI / EDUCAUSE Forums / Networking LinkedIn Forums

How will we be structured?
Model Considered Direct Matrixed Decentralized Responsibilities Staff PMO Director has all PMs and BAs as direct reports Some PMs and BAs report into PMO, others are in other depts. PMO has limited staff; PMs and BAs report elsewhere Standards & Project Templates Mgmt Portfolio Mgmt

Initial Structure
CIO That’s Me

Directors

Software Development

Ops and Networking BA

Learning Technologies

Multimedia Services

Helpdesk

PMO

PM

PM

PM

PM

PM

“SME” PMs

What type of people needed?
• • • • How many Sr. PMs? BAs? Jr. PMs? Project Coordinators?

THE APPROACH

Will it blend?

JUST ENOUGH PROJECT MANAGEMENT

Small Projects/ Initiatives

Large Projects

What Kind of Blender Do You Need?

Your turn…

CHALLENGES YOU FACE WITH PLANNING, SCOPE, AND STRATEGY?

MAKING IT REAL

Concept of a Project
Project
Temporary effort to create something unique. It has a beginning and an end; It does not continue on indefinitely. Meets stakeholder goals and then concludes; tangible or intangible deliverable Examples: Redesign website; Create new web form; Select & implement new quiz tool; Create data warehouse; Set up telepresence room.

Ongoing Operations
Work is continuous with no end date Repeat the same processes

Purpose to keep Babson running

Examples: Tickets; Weekly team meetings; Respond to email; Walk-in hours; Monthly server patching; Run weekly reports.

Defining a Project
Project
40+ Hours of IT Staff Work - OR Costs > $10K - OR High Risk

Initiative
Smaller, cheaper, or less risky than a project, but still unique work

Defining a Project
Project
Managed by a PM

Initiative
Managed by a developer, or primary resource doing the work

Not terribly popular…

How Do We Manage Operational Work??

Integration

Denial
Recognition that things are different

Morale, Competence

Frustration Shock

Decision

Experiment Depression Time

Side Effects
• People Put Everything (Everything!) in the system
– The new “over the fence” mentality emerged

• Functional Manager Identity Crisis • Ops Group Frustration • PMO Staff is Very Slim

Response so far is mixed, but mostly positive, patient

Not bad, considering what we’d just done…

Growing…
CIO That’s Me

Directors

Software Development

Ops and Networking BA

Learning Technologies

Multimedia Services

Helpdesk

PMO

PM

PM

BA

PM

PM

PM

“Accidental” PMs

CUSTOMERS

Graduate School / Vice Provost
Int’l Education Student Financial Services Enrollment and Admissions Public Safety

Ugrad School
Academic Services Center For Career Dev

ITSD / Facilities
Instructional Technologies Security and Operations

Alumni & Friends Network
Events Management Office Alumni and Friends Network

Registrar

Youth Programs

IT Service Center

Library

Executive Education

Student Affairs

Athletics

PMO

Application Development CIMS Facilities BEE

Development

Administration
BabsonOlinWellesley Summer programs / Space usage

Glavin

BECC

Development

Advancement

Faculty

Human Resources

College Marketing

Business Affairs

Faculty

Cutler Center Case Center

Benefits

Compensation

Instit. Comm. Digital Marketing

Babson Magazine Creative Services

Financial Services

Budget

Blank Center

Org. Learning and Dev Payroll

Employment

Risk Mgmt

Business Services

GEM

STEP

HRIS

How to Request Work?
• What will people be willing to do? • What does the PMO provide vs. Customer? • What are our SLAs? • Business-focused, relatively simple online form via Jira • Business Analyst works with customer • Enough sizing/scoping to make decision

Project Lifecycle

PMO

Project Intake

Prioritization
• Steering Committee for each area • High-level decision makers
– Strategic awareness

• Monthly meetings • Intros were made by CIO • Monthly portfolio reports

Project Lifecycle
Mktg Bus. Aff HR Stu. Aff. Faculty

Ugrad

PMO

• Assign PM • Assemble team • Create SP site • Execute using Project Mgmt. best practices

Schedule Projects

Alumni Grad/ Prov Admin

Inst. Adv. Exec Ed IT/Fac

Update Project List

Project Intake

Project Prioritization

Project Scheduling

Project Execution

Taking the PMO Out On the Road!
• Presented the PMO mission • Benefits to him/her • Benefits to area • Described new processes:
– – – – Intake Prioritization Decision-making Project Execution

Quick Wins
• • • • • • What you get when you get a PM Big-picture thinking Connecting dots across departments Perspective and transparency! Trust in Process & in IT My projects get discussed and prioritized
Very positive response!

Afterall, we’re going from this…

Project Lifecycle
Mktg Bus. Aff HR Stu. Aff. Faculty

Ugrad

PMO

• Assign PM • Assemble team • Create SP site • Execute using Project Mgmt. best practices

Schedule Projects

Alumni Grad/ Prov Admin

Inst. Adv. Exec Ed IT/Fac

Update Project List

Project Intake

Project Prioritization

Project Scheduling

Project Execution

To this. Huge improvement!

So…

WHERE ARE WE IN THE TIMELINE?

Timeline of Rollout

March •PMO IMP •Define “Project”

June - July • All Projects into Jira • Templates/infrastructure created • Using several parts of PMO methodology on new projects • Started PMO Roadshow • Business unit prioritization team identified August • Started dev sprints & task tracking • Leveraging PMs from around ITSD • Introduce prioritization to prioritization owners • Resource mgmt process definition • 15 projects using PMO

May • PMO Formed • Define workflow • SP site created • Start resource toolkit of templates

AND ON THE FRUSTRATION CURVE?

Integration

Denial
Learning how to work in new system; feeling more positive

Morale, Competence

Frustration Shock

Decision

Experiment Depression Time

Timeline of Rollout

September • First round of prioritization process • Refine JIRA project intake form • Expand resource planning sessions to include CITG • Internal PMO Roadshow October • Augment the template toolkit • Create transparent project listing for stakeholders and other views

November - December • Finalize Jira for stakeholders • Finalize intake form • Finalize template toolkit

January 2011 Official Launch!

Have we gone crazy yet?

THORNS IN OUR SIDE AT THAT POINT

Project Lifecycle
Mktg Bus. Aff HR Stu. Aff. Faculty

Ugrad

PMO

• Assign PM • Assemble team • Create SP site • Execute using Project Mgmt. best practices

Schedule Projects

Alumni Grad/ Prov Admin

Inst. Adv. Exec Ed IT

Update Project List

Project Intake

Project Prioritization

Project Scheduling

Project Execution

Scheduling and Resources
• Priorities can shift so frequently, hard to plan • Limited staffing in PMO, focus on getting other areas up and running
– PM Best Practices*, Intake, Prioritization!

• Top-down resource planning is a challenge • Functional managers don’t have sense of staff obligations/bandwidth
* At this point, even weekly status reports are novel and inconsistent.

Other Challenges
• Not enough training
– PMs, Accidental PMs and Customers need more

• Player-coach model
– PMO Director is also managing most visible/complex projects

• Accidental PMs – NOT going well!
– Varying degrees of skill and interest* – Ignore PM work, focus on project work – Bandwidth for mentoring is limited

• Eating our own dog food
* No interest is most difficult to overcome!!

DESPITE ALL THAT, PROGRESS!

People feel we are rowing in the same and right direction

Communication is vastly improved

Other Good Things
• Customers are very on board • People are using the new tools, starting to rely on them • The vocabulary is starting to stick • Executive support is VERY strong • Successful Projects!

Your turn…

CHALLENGES YOU’VE HAD WITH EXECUTION?

3 YEARS LATER

• Still up and running! • 215 projects in queue • Resource and portfolio planning is continual challenge, but evolving • Probably a 3 – 4 on the PM Maturity Scale • Very business-focused

People

Strategic Alignment Process Technology

Still a few naysayers in IT, but some changes in staffing are helping

Growing…
CIO That’s Me Software Development Directors BA PM Ops and Networking Learning Technologies Multimedia Services Helpdesk PMO

PM

Assoc. PM

PM

PM

PM

Assoc. PM

Co-ops “Accidental” PMs

Your turn…

CHALLENGES YOU’VE HAD WITH SUSTAINING A PMO?

Keys to success for Babson

Thank you!
Robyn Betts, Director, PMO | rbetts@babson.edu | @robyn_marie

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