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Transcript of Supplier Management In Troubled Projects Christopher L. Dennis Steaming Kettle Consulting December...
Supplier Management In Troubled Projects
Supplier Management In Troubled Projects
Christopher L. DennisSteaming Kettle ConsultingDecember 5, 2008
Christopher L. DennisSteaming Kettle ConsultingDecember 5, 2008
6/13/08 Steaming Kettle Consulting 2
Our ScenarioOur Scenario
• You are summoned to a meeting…
• Grave boss
• You are summoned to a meeting…
• Grave boss
Will you fix it?
Grave situation
You can
• Make accurate diagnoses• Triage efficiently, and• Cultivate good bedside manner
enhance your ability to resuscitate troubled projects
when you
6/13/08 Steaming Kettle Consulting 4
Many Scary Questions
Do we know the real problem?
Can relationships change to accommodate an altered scope?
Are suppliers part of the problem?
Should we even try?
Can the problem project be saved?
Can the problem project be saved?
You can You can
• Localize the source of troublesome symptoms• Deepen understanding of team/supplier relationships, and• Uncover suppliers’ secret power
• Localize the source of troublesome symptoms• Deepen understanding of team/supplier relationships, and• Uncover suppliers’ secret power
increase suppliers’ contributions to project recoverywhen you
6/13/08 Steaming Kettle Consulting 6
Project SuppliersProject Suppliers
In Group
OutGroup
• Project Team
• Material supplier– Raw or Finished
• Corporate– Purchasing– IT
• Service bureau– Design– Marketing
6/13/08 Steaming Kettle Consulting 7
Where Are Vendors Entangled?
Where Are Vendors Entangled?• Work breakdown approach
– Leverage existing project documentation
– Comfortable for experienced PM
• Value stream approach– Leverage existing process
documentation– Comfortable for lean and 6S
6/13/08 Steaming Kettle Consulting 8
Project Pathogens
Project Pathogens
• Inadequate information• External events• Unclear or wrong goals• Unproven technology• Inadequate resources• Failure of
communication• Failure of management
6/13/08 Steaming Kettle Consulting 9
Example Work Breakdown Example Work Breakdown New Bicycle WBS
1.MarketResearch
2. Design 3. Prototype 4. Market 5. Transferto Prod.
CustomerInterviews
Frame Build DesignCampaign
SourceNew Parts
CompetitorSurvey
DriveTrain
MechanicalTest
RecruitNew Retail
ModifyLine
FinancialAnalysis
Finish MarketTest
TeamSponsorship
AlterDistribution
6/13/08 Steaming Kettle Consulting 10
Step 1: ID Troubled Work Step 1: ID Troubled Work New Bicycle WBS
1. MarketResearch
2. Design 3. Prototype 4. Market 5. Transferto Prod.
CustomerInterviews
Frame Build DesignCampaign
SourceNew Parts
CompetitorSurvey
DriveTrain
MechanicalTest
RecruitNew Retail
ModifyLine
FinancialAnalysis
Finish MarketTest
TeamSponsorship
AlterDistribution
6/13/08 Steaming Kettle Consulting 11
Step 2: List Vendors for TW
Step 2: List Vendors for TW
New Bicycle WBS
Prototype
Build
MechanicalTest
• As you list, look for – Repeating names– New relationships– New services/
materials
• As you list, look for – Repeating names– New relationships– New services/
materials
Steel StampingWest WeldingIronworks, Inc.
Sensors ’R UsWild RideWest WeldingData Bucket
6/13/08 Steaming Kettle Consulting 12
Step 3: Map SymptomsStep 3: Map Symptoms
• Common symptoms – Delivering nothing– Delivering
garbage– Delivering late – High costs
• Eliminate asymptomatic
• Common symptoms – Delivering nothing– Delivering
garbage– Delivering late – High costs
• Eliminate asymptomatic
Noth
ing
Garb
ag
e Late
Cost
Steel Stampng
West Welding*
Ironworks, Inc.
Sensors ’R Us
Wild Ride
Data Bucket
6/13/08 Steaming Kettle Consulting 13
Step 4: Localize SymptomsStep 4: Localize Symptoms
• Did project teamset up trouble by…?– Failing to deliver– Delivering garbage– Delivering late – Passing on costs
• Did project teamset up trouble by…?– Failing to deliver– Delivering garbage– Delivering late – Passing on costs
• Dependencies– Evaluate input
quality
• Dependencies– Evaluate input
qualityFixed
UnworkableDesign
NoExcuse
ProjectTeamDelay
6/13/08 Steaming Kettle Consulting 14
Diagnosis ChecklistDiagnosis Checklist
Troubled work packages, prioritized– Critical path
List of vendors– Symptomatic relationships
Localized symptoms– Root cause helpful but not necessary– May never know root cause
• To increase contributions– Must know the now contribution
Troubled work packages, prioritized– Critical path
List of vendors– Symptomatic relationships
Localized symptoms– Root cause helpful but not necessary– May never know root cause
• To increase contributions– Must know the now contribution
6/13/08 Steaming Kettle Consulting 15
Deepen Understanding of Team/Supplier Relationships
Deepen Understanding of Team/Supplier Relationships
• People– Quality of
interaction
• People– Quality of
interaction
• Statement of Work– Is it working?
• Statement of Work– Is it working?
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Supplier Relationships
Supplier Relationships
SalesContractingLeadersInformation
ExchangeMaterial ExchangeFeedback/compliancePayment
SalesContractingLeadersInformation
ExchangeMaterial ExchangeFeedback/compliancePayment
In Group
OutGroup
6/13/08 Steaming Kettle Consulting 17
Step 1: Diagram Relationships
Step 1: Diagram Relationships
Role In Group Out Group
Project Team West Welding
Sales Anne M. Rex Semter
Leaders Me Alan Bailey
Design Hand-off
Empty (Quit) Alan Bailey
QA/QC, Handback
Santosh J. ??? (Don’t know)
Accts Pay. Clerk 1 Clerk 2
Be ClearAbout
Vacancies
RecognizeKnowledge
Gaps
6/13/08 Steaming Kettle Consulting 18
Step 2: Quality AssessmentStep 2: Quality Assessment
• Look For– Silence– Fear– Fatigue– Disinterest– Overload– Misunderstandi
ng– Surprise– Your insight…
• Look For– Silence– Fear– Fatigue– Disinterest– Overload– Misunderstandi
ng– Surprise– Your insight…
Role IG OG
Sile
nce
Fear
Fatig
ue
Overlo
ad
Su
rpris
e
Sales AM
RS
Leaders Me AB
Design Hand-off
0 AB
QA/QC, Handback
SJ ???
Accts Pay.
C1 C2• Assessment worksheet
– http://steaming-kettle.com/…
• Assessment worksheet– http://steaming-kettle.com/…
6/13/08 Steaming Kettle Consulting 19
Step 3: Collaborate on Adjustments
Step 3: Collaborate on Adjustments
• Consider– Goal alignment– Role clarification– Strategic awareness– Personnel swaps – Their ideas
• Remember, their engagement and action is a contribution
• Consider– Goal alignment– Role clarification– Strategic awareness– Personnel swaps – Their ideas
• Remember, their engagement and action is a contribution
6/13/08 Steaming Kettle Consulting 20
Revisiting SOWListen FirstRevisiting SOWListen First• Problems you might not
know about• Fresh solution ideas• People are more likely to
implement ideas they own
6/13/08 Steaming Kettle Consulting 21
Revisiting SOWChoosing Words
Revisiting SOWChoosing Words• Get rid of “win-win”
– You’re asking for more– Supplier indicates a
win for them
• Use questions to generate possibilities– New possibilities are a
significant contribution
• Get rid of “win-win”– You’re asking for more– Supplier indicates a
win for them
• Use questions to generate possibilities– New possibilities are a
significant contribution
6/13/08 Steaming Kettle Consulting 22
What false or outdated assumptions are we operating under?
What false or outdated assumptions are we operating under?
6/13/08 Steaming Kettle Consulting 23
Help make the impossible possibleHelp make the impossible possible
What in the SOW is preventing us from implementing a brilliant idea?
What in the SOW is preventing us from implementing a brilliant idea?
Help remove the frustrating obstacles that prevent creative ideas from being implemented.
Help remove the frustrating obstacles that prevent creative ideas from being implemented.
6/13/08 Steaming Kettle Consulting 24
How is the SOW inhibiting delivery?
How is the SOW inhibiting delivery?
6/13/08 Steaming Kettle Consulting 25
Be Wary: Truth May HideBe Wary: Truth May Hide
• Vendor Relationships 7• Vendor Relationships 7
6/13/08 Steaming Kettle Consulting 26
Getting OutGetting Out
• Avoid rash action• Avoid rash action
• Before divorce– Consult your consul– Calculate the total
costs• Including your consul
– Reassess risk
• Before divorce– Consult your consul– Calculate the total
costs• Including your consul
– Reassess risk
6/13/08 Steaming Kettle Consulting 27
What contribution is needed?
• Fulfill vendor promise– Review scope
of work
To increase suppliers’ contributions to project recovery…
• Do something spectacular– Unveil vendors’ secret power
6/13/08 Steaming Kettle Consulting 28
Contribution’s Benefit Contribution’s Benefit
• Why should a vendor increase their contribution?– They can sell it to the next customer
• Ensure vendors a real benefit– Whole-hearted endorsement– Ownership stake
• Why should a vendor increase their contribution?– They can sell it to the next customer
• Ensure vendors a real benefit– Whole-hearted endorsement– Ownership stake
6/13/08 Steaming Kettle Consulting 29
The Power of “Wow!”The Power of “Wow!”
• Use end-of-project viewpoint– What will your organization say after the
contribution?– What would the vendor put on their web
site after the contribution?
• Use “Wow!” to open up possibilities– Fear constrains thinking– Break everyone’s mind set
• Use end-of-project viewpoint– What will your organization say after the
contribution?– What would the vendor put on their web
site after the contribution?
• Use “Wow!” to open up possibilities– Fear constrains thinking– Break everyone’s mind set
6/13/08 Steaming Kettle Consulting 30
Wow! We made up four weeks using their embedded systems programmer!
6/13/08 Steaming Kettle Consulting 31
Wow! When our GIS provider folded, they took up the slack in less than two weeks!
Wow! When our GIS provider folded, they took up the slack in less than two weeks!
6/13/08 Steaming Kettle Consulting 32
Wow! A great
power supply design! On
time and 20% savings!
6/13/08 Steaming Kettle Consulting 33
Engage Your Team in Wow!
Engage Your Team in Wow!
“What incredible invention would make this job much easier and the project more productive?”
“What incredible invention would make this job much easier and the project more productive?”
6/13/08 Steaming Kettle Consulting 34
Your Mission: Three Wow! Statements
Your Mission: Three Wow! Statements
• Look back after recovery– Hear your sponsor’s voice– Imagine a vendor’s marketing flyer
• Think big, smile, laugh at your outrageousness– 3 minutes
• Look back after recovery– Hear your sponsor’s voice– Imagine a vendor’s marketing flyer
• Think big, smile, laugh at your outrageousness– 3 minutes
6/13/08 Steaming Kettle Consulting 35
Getting the Message OutGetting the Message Out
• You don’t know who has the secret power– Every vendor– Vendor’s vendors– Vendor’s consultants
• You don’t know who has the secret power– Every vendor– Vendor’s vendors– Vendor’s consultants
• Personal, personal, personal– Secret powers
revealed by trust– Engage the team
• Personal, personal, personal– Secret powers
revealed by trust– Engage the team
6/13/08 Steaming Kettle Consulting 36
Starting the “Secret Power” Conversation
Starting the “Secret Power” Conversation
“What do you dothat we don’t know about?”
Why do
you ask?
We searching for
a partner to…
6/13/08 Steaming Kettle Consulting 37
Guam Networking Example
• Objective: debug network for new billing system(33% packet loss, billing system >$1M)
• Trouble: IT staff unable to make go-live deadline• Solution:
– Champion overtime– Marshal local forces and equipment– Institute rigorous testing and replacement program
• Outcome: network available (<0.1% packet loss) on time
• Cost: ~15% of total budget
6/13/08 Steaming Kettle Consulting 38
Converting Revelation to Contribution
Converting Revelation to Contribution
• Vendor Solutions 6• Vendor Solutions 6
6/13/08 Steaming Kettle Consulting 39
Summary, Conclusions, Q & A1
Summary, Conclusions, Q & A1
6/13/08 Steaming Kettle Consulting 40
Summary, Conclusions, Q & A2
Summary, Conclusions, Q & A2
Credits
Credits
• Chest, http://www.acorncv.com/about_acorn/images/middle_panel_booth_color_low.jpg• Bearded Boss, http://images.picturequest.com/common/detail/82/82/22158282.jpg• Surgeon, http://www.brainybetty.com/medical4.htm• Panic attacks, http://www.faascotland.co.uk/images/Panic%20Attacks.jpg• John Deere, http://kookoosnest.smugmug.com/gallery/815387/1/36416213/Medium• Interferogram, http://www.physics.lsa.umich.edu/demolab/graphics/6d40_10b.jpg• Bunny suit, http://daringfireball.net/misc/2006/01/intel-chip.jpg• Optimum plot, http://www.netmba.com/images/operations/project/time-cost/timecost.gif• Red albatross, http://www.idiotsincracy.com/albatross.jpg• Herd of doctors, http://jonkeegan.com/images/surgeons.jpg• Huge albatross, http://simonc.f2o.org/south/images/albatross.jpg• Alarm magaphone, http://www.missioncreep.com/gillette/images/alarm.jpg • Hatless and hatted, http://www.villagehatshop.com/media/mens-hats-header.jpg • Political rally, http://www.wheresthepaper.org/photo/DSC_0035.JPG • Dr. Bag, http://www.brainybetty.com/medical4.htm• X-ray Doc, http://www.brainybetty.com/medical4.htm• Time bomb, http://mednews.stanford.edu/stanmed/2005winter/story_images/cover.jpg• Rock n roll fake blood, http://skazat.com/justin/images/journal/6_13_04/theshowistherainbow.jpg• Clothes cut, http://www.spencer.it/Posteraid/File%20Match3/foto3.gif• Palm sunset, http://www.ovchamber.com/archives/Palm%20Tree%20Sunset.jpg• Amputee, http://www.abc.net.au/science/news/img/health/amputee200605.jpg• Soyuz rocket, http://sci.esa.int/science-e-media/img/b2/screen11954.jpg• Clipboard doctor, http://www.ibtstw.org/occupations/photos/doctor.jpg• Ground control, http://esamultimedia.esa.int/images/venusexpress/vex_fct_mcr_xxl.jpg• Diagonal albatross, http://www.vision.net.au/~jennings/NewGallery/images/Albatross • Bloody spike, http://onedropofblood.com/images/odobsc6.jpg • Forearm x-ray, http://home.pcisys.net/~xrayservice/HTML/IMAGES/armhand.jpg• Bandaids, http://www.benetton.com/coloexb/web/hires/foto50.jpg • Camouflage, http://www.kilmenyniland.com/painting/camouflage.jpg• Pirate buttons,
http://eur.news1.yimg.com/eur.yimg.com/xp/afpji/20060509/060509005610.1nji6e440_skull-and-crossbones-above-a-keyboardb.jpg
• Chest, http://www.acorncv.com/about_acorn/images/middle_panel_booth_color_low.jpg• Bearded Boss, http://images.picturequest.com/common/detail/82/82/22158282.jpg• Surgeon, http://www.brainybetty.com/medical4.htm• Panic attacks, http://www.faascotland.co.uk/images/Panic%20Attacks.jpg• John Deere, http://kookoosnest.smugmug.com/gallery/815387/1/36416213/Medium• Interferogram, http://www.physics.lsa.umich.edu/demolab/graphics/6d40_10b.jpg• Bunny suit, http://daringfireball.net/misc/2006/01/intel-chip.jpg• Optimum plot, http://www.netmba.com/images/operations/project/time-cost/timecost.gif• Red albatross, http://www.idiotsincracy.com/albatross.jpg• Herd of doctors, http://jonkeegan.com/images/surgeons.jpg• Huge albatross, http://simonc.f2o.org/south/images/albatross.jpg• Alarm magaphone, http://www.missioncreep.com/gillette/images/alarm.jpg • Hatless and hatted, http://www.villagehatshop.com/media/mens-hats-header.jpg • Political rally, http://www.wheresthepaper.org/photo/DSC_0035.JPG • Dr. Bag, http://www.brainybetty.com/medical4.htm• X-ray Doc, http://www.brainybetty.com/medical4.htm• Time bomb, http://mednews.stanford.edu/stanmed/2005winter/story_images/cover.jpg• Rock n roll fake blood, http://skazat.com/justin/images/journal/6_13_04/theshowistherainbow.jpg• Clothes cut, http://www.spencer.it/Posteraid/File%20Match3/foto3.gif• Palm sunset, http://www.ovchamber.com/archives/Palm%20Tree%20Sunset.jpg• Amputee, http://www.abc.net.au/science/news/img/health/amputee200605.jpg• Soyuz rocket, http://sci.esa.int/science-e-media/img/b2/screen11954.jpg• Clipboard doctor, http://www.ibtstw.org/occupations/photos/doctor.jpg• Ground control, http://esamultimedia.esa.int/images/venusexpress/vex_fct_mcr_xxl.jpg• Diagonal albatross, http://www.vision.net.au/~jennings/NewGallery/images/Albatross • Bloody spike, http://onedropofblood.com/images/odobsc6.jpg • Forearm x-ray, http://home.pcisys.net/~xrayservice/HTML/IMAGES/armhand.jpg• Bandaids, http://www.benetton.com/coloexb/web/hires/foto50.jpg • Camouflage, http://www.kilmenyniland.com/painting/camouflage.jpg• Pirate buttons,
http://eur.news1.yimg.com/eur.yimg.com/xp/afpji/20060509/060509005610.1nji6e440_skull-and-crossbones-above-a-keyboardb.jpg
Credits
Credits
• Wrestlers, http://www.normaquintana.com/circus/line-up.jpg • Table whisperers, http://www.carltonartgallery.com/images/Warren%20Dennis%20Gallery/Table
%20Talk.jpg • Okay x-ray, http://www.abc.net.au/science/news/img/health/hand7704.jpg • Devil ear, http://img280.echo.cx/img280/4048/lies3pf.jpg • Gurney, http://www.biosite.com/images/gurney.jpg• Red teapot, http://www.tbray.org/ongoing/When/200x/2006/03/30/-big/IMG_4613.jpg • Coop in the hall, http://profiles.nlm.nih.gov/QQ/B/B/S/Z/_/qqbbsz.jpg • Secret girls, http://www.alicavanaugh.com/images/f11b.jpg • Kill yourself, http://www.churchofeuthanasia.org/graphics/new/edaystp.jpg • Gurney, http://www.biosite.com/images/gurney.jpg• Guam map, http://aaa.via.infonow.net/locator/images/region_AS.gif• Nursing book, http://images.amazon.com/images/P/0323044077.01.LZZZZZZZ.jpg• E-learning, http://www.poly.asu.edu/elearning/images/eLearning.jpg• Triage, http://www.regionvhazmat.org/images/triage.jpg• EMT Book, http://images.amazon.com/images/G/covers/0/80/167/812/0801678129.l.gif• Nesting albatross, http://www.designinnature.com/IMAGES/albatross-rookerycliffs-sig.jpg• Bleeding bear, http://moblog.co.uk/blogs/21/moblog_faa38b31b520a.jpg• Military surgery, http://www.uthscsa.edu/opa/issues/milsurgery300x194.jpg• Syringes, http://www.starglass.com/images/Blunted%20Syringes.JPG• Surgical team, http://citymama.typepad.com/photos/uncategorized/surgeons_looking_at_patient.jpg• One hundred, http://www.piperreport.com/archives/Images/Cost%20of%20Drugs%20on%20Fifty
%20Dollar%20Bill.jpg• Medalists, http://igorcassina.it/05_photogallery/09/images_01/14.jpg• Coffee break, http://www.eirikso.com/images/coffee/DSC03172.jpg• Swimming albatross, http://www.rosssea.info/pix/big/buller-albatross-wing.jpg• Finger bandaid, http://www.vancourier.com/gallery/gallery1/Band-aid%20finger.jpg• Evolution, http://lifewithalacrity.blogs.com/photos/uncategorized/evolution.jpg• Conductor, http://www.portlandsymphony.com/photolibrary/2/RAM_Conducting
%202%20smiling_6b1e4e8a.JPG• Shamrocks, http://imagesource.allposters.com/images/pic/IMCcard/KD6056~Clover-Field-Posters.jpg• Warning signs, http://www.lkgeorge.org/AJD-Productions/AJD_solutions/warning_signs/warning-signs.jpg
• Wrestlers, http://www.normaquintana.com/circus/line-up.jpg • Table whisperers, http://www.carltonartgallery.com/images/Warren%20Dennis%20Gallery/Table
%20Talk.jpg • Okay x-ray, http://www.abc.net.au/science/news/img/health/hand7704.jpg • Devil ear, http://img280.echo.cx/img280/4048/lies3pf.jpg • Gurney, http://www.biosite.com/images/gurney.jpg• Red teapot, http://www.tbray.org/ongoing/When/200x/2006/03/30/-big/IMG_4613.jpg • Coop in the hall, http://profiles.nlm.nih.gov/QQ/B/B/S/Z/_/qqbbsz.jpg • Secret girls, http://www.alicavanaugh.com/images/f11b.jpg • Kill yourself, http://www.churchofeuthanasia.org/graphics/new/edaystp.jpg • Gurney, http://www.biosite.com/images/gurney.jpg• Guam map, http://aaa.via.infonow.net/locator/images/region_AS.gif• Nursing book, http://images.amazon.com/images/P/0323044077.01.LZZZZZZZ.jpg• E-learning, http://www.poly.asu.edu/elearning/images/eLearning.jpg• Triage, http://www.regionvhazmat.org/images/triage.jpg• EMT Book, http://images.amazon.com/images/G/covers/0/80/167/812/0801678129.l.gif• Nesting albatross, http://www.designinnature.com/IMAGES/albatross-rookerycliffs-sig.jpg• Bleeding bear, http://moblog.co.uk/blogs/21/moblog_faa38b31b520a.jpg• Military surgery, http://www.uthscsa.edu/opa/issues/milsurgery300x194.jpg• Syringes, http://www.starglass.com/images/Blunted%20Syringes.JPG• Surgical team, http://citymama.typepad.com/photos/uncategorized/surgeons_looking_at_patient.jpg• One hundred, http://www.piperreport.com/archives/Images/Cost%20of%20Drugs%20on%20Fifty
%20Dollar%20Bill.jpg• Medalists, http://igorcassina.it/05_photogallery/09/images_01/14.jpg• Coffee break, http://www.eirikso.com/images/coffee/DSC03172.jpg• Swimming albatross, http://www.rosssea.info/pix/big/buller-albatross-wing.jpg• Finger bandaid, http://www.vancourier.com/gallery/gallery1/Band-aid%20finger.jpg• Evolution, http://lifewithalacrity.blogs.com/photos/uncategorized/evolution.jpg• Conductor, http://www.portlandsymphony.com/photolibrary/2/RAM_Conducting
%202%20smiling_6b1e4e8a.JPG• Shamrocks, http://imagesource.allposters.com/images/pic/IMCcard/KD6056~Clover-Field-Posters.jpg• Warning signs, http://www.lkgeorge.org/AJD-Productions/AJD_solutions/warning_signs/warning-signs.jpg
Email:chris@steaming-
kettle.com
Steaming Kettle Consulting
Phone:503-803-7627