Engaging with the Business or Customer Keith Richards Managing Director KRC 10 top tips to manage user involvement effectively

Presentation Structure Introductions Some definitions The top ten tips! Further information / Next steps Close and questions.

Introductions KRC is a pioneering training and consultancy company Specialising in Agile approaches Focusing on improving Agile capability at scale 15 years experience in PRINCE2 and DSDM Atern DSDM Membership Director (formerly Technical Director) IAF Accredited Facilitator Author of ‘Agile Project Management’ (TSO) Voted ‘Most Valuable Agile Player’ UK Agile Awards 2011.

Some definitions ‘The Business’ ‘The Customer’ ‘The User’ ‘The End-user’ Go carefully with all of these terms

Tip No. 1: are YOU clear on the benefits? Why involve them? ‘The devil is in the detail’ They can prioritise and build the right thing It will be their solution, they will own it Your BA(s) may be good...but ‘as good’? Speed.

Tip No. 2: are THEY clear on the benefits? This is the way to get them involved We don't want them ‘just turning up for meetings’ Explain the benefits It’s the same as Tip No. 1 really! Try the flipchart challenge...it works every time!

Tip No. 3: embrace the differing views Accept that this is a fact of life – deal with it! Get it all out into the open Get the project objective clear to everyone There may be many ways to create a consensus Make use of facilitated workshops.

Tip No. 4: check that you have the right people Choose carefully if you can, mitigate the risks if you can’t This is one of the most important moments on your project Take care with the ‘Product Owner’ Are they empowered? You want the people they won’t let you have Beware of ‘Billy No-mates’ Get a good blend.

Tip No. 5: get sponsorship and get it from high up Can you keep the involvement going? Do you have an escalation route if it doesn't? Is their workload reduced accordingly ‘back at base’?

Tip No. 6: proactively manage the involvement Need to prevent them drifting off Remember, they do have a day job! Use face to face as much as you can Look after them They could be intimidated See them as a client or a customer.

Tip No. 7: don't let them lose touch It is vital that they stay ‘current’ with who they represent Go carefully with ‘secondments’ Try the 30% rule – 1½ days Advisor roles will be less There is a risk they will ‘go native’.

Tip No. 8: understand the reasons for reluctance Probably historical baggage Is it ‘Phase Two Syndrome’? Fear of the techies Apprehension about change Outside their comfort zone Potentially under pressure from their peers Quite simply they may be busy.

Tip No. 9: don't think they are a means to an end Ask yourself: ‘are you delivering a product or a business benefit?’ What is your mindset? Why do businesses talk of ‘customer focus’? Hence principle 1 in DSDM, ‘the Spice Girls rule’.

Tip No. 10: Look, Listen and Learn! Facilitate, facilitate and facilitate What are people really saying and really thinking Monitor the energy levels and the body language The 10 week situation will be different to the 10 day one Act like a Furby!

Further Information / Next Steps Next AgilePM public course is on March 12 th – 15 th in London Next webinar is on March 30 th, – 1.20pm: “ Facilitation and facilitated workshops: How to harness the power of agile’s hidden gem.” Reserve your Webinar seat now at: KRC help organisations with their transition to Agile KRC offers a variety of Agile training and support services Maturity assessment (project ‘health check’) Free downloads at or join The DSDM Group on LinkedIn

Engaging with the Business or Customer Thank you!