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NewsletterNovember 2011

Headline ArticleNext Chapter Meeting•ChapterMeetingRegistrationInformation•KeynotePresentation•EducationalPresentation•ChapterMeetingLogistics

Professional Development•PMI-AgileCertifiedPractitionerworkshop

Chapter Activities•EventCalendar•RoundtableMeetings•ProjectManagementNewsBriefs•Mentoring-thePMIPortlandWay

•Membership•JoinPMIPortlandChapter•BecomeaVolunteer!•GettoKnowyourPMIPortlandVolunteers•MembershipNews•Photos

Articles•FirstAidwhenWordsCollide•BeyondthevoiceoftheCustomer

PMI•President’sLetter•NewsletterDirector’sLetter•AboutPMIPortland

Web site: pmi-portland.org

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Editor’s Note:In the coming months, PMI Portland Chapter’s newsletter will feature some large, public projects in various stages of the project life cycle. This month’s story describes the JELD-WEN Field project that is now the home of the Portland Timbers.

MultnomahStadium,CivicStadium,PGEPark…andnowJELD-WENField;piecesofPortlandhistory,andoneproject

managerhasmadehismarkontwoofthemajorphasesofthisgreathistory.PMIPortlandChapterwouldliketointroduceyoutoGregHolloranofTurnerConstruction.HewastheleadprojectmanagerfortheconstructionphaseoftheJELD-WENField

renovation.Tenyearsearlier,healsocontributedtothePGEParkrenovationandhasthusbecomeamajorfactorinthehistoryofPortland’spremieroutdoorsportingfacility.

JELD-WENFieldisnowapopularattractioninPortlandandsolid,effectiveprojectmanagementmadeithappen.UsingtheProjectLifeCycle,we’llgiveyoutheinsidescooponhowthefieldwasbuilt.

Initiation Phase:Theproject’scharterwastocreateasportsfieldthatmettherequirementsofMajorLeagueSoccer.Italsoincludedtheneed

toprovideaplayingfieldforhighschoolandcollegefootball.

TurnerConstructionneededtoworkwithfourmajorstakeholdersintheprocess:PeregrineSports,LLC,ownerofthePortlandTimbers,theCityofPortland,Timberscorporatesponsors,and,ofcourse,Timbersfans.

Eachhadtheirownuniquerequirementsandmuchdiscussionoccurredtomakesureallstakeholders’needsweremet.Insummary,PeregrineSportsneededafan-friendly,modernstadiumthatcouldgiveplayersandfansanexceptionalexperience.TheCityofPortland,apartialfunderoftheproject,wantedtomakesurethestadiumfitinwiththeneighborhood’sinterests,connectedcomfortablywithmasstransit,andprotectedexistinginfrastructurealreadybuiltintothe85yearoldstadium.Corporatesponsorsrequiredadequateboxseatingandentertainmentfacilities.Andlastly,anactiveTimberfanbasewantedtomakesureitcontainedampleseating,superiorviews,andacomfortableenvironment.Overall,thestakeholdersfoundanappropriateformulaforasolidplan.Fortunately,allstakeholderscooperatedreasonablyquicklyandtheprojectstartedsuccessfully.

Planning Phase:Asanexperiencedcontractoroflargeprojects,includingotherstadiums,TurnerConstructionsettoworkonadetailedplanofhowtobuildthestadium.Thetimelinewastricky.The

JELD-WEN Field, a Story of Project Success

continued...

PMI Portland Connection November 2011

Pre-constructionaerialview

http://www.pmi-portland.org


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stadiumhadtobecompletedfortheopeninghomegameoftheTimbersseasononApril14,2011.Thoughtheystartedinearlyspring2010,theycouldnotworkstraightthroughduetothefactthatthelastseasonofthePortlandBeaversbaseballseasonhadtogoforward.Thisbroketheprojectupintotwomajorphases.Thefirstphaseinvolvedpreparingthefoundationfortheseatingsectionontheeastsideofthesite.

Thiswascurrentlyleftandcenterfieldofthebaseballfield.BeforetheBeaver’sseasonstarted,Turnerpeeledbackthefieldsurfaceandbuiltstructuralpyresundergroundthatwouldultimatelysupportalargeseatingareatobebuiltontheentireeastside.

Turneralsohadtodealwithanadditionalcomplication.TannerCreek,awaterwayfunneledbelowthesurfacefornearly100yearsinabrickcasing,servesasamajorsewerlineanddrainagesystemforthewestsideofPortland.Becauseitcouldnotbedisturbed,Turnercreatedasuperstructureoverthebrickcasingtoprotectitandtoprovidestrengthneededtosupportthestands.Oncefinished,theworkwascoveredupagain,theoutfieldwasrestoredfortheBeavers,andthebaseballseasoncommenced.

ThesecondphasebeganintheFallof2010afterthebaseballseasonended.A7-monthmarchtothedeadlinebegan.Intheplan,thisincludedbuildingacementgrandstandthatprovidedseatsforseveralthousandpeople.Alongwithit,theyneededtobuildafanclubfacilityforamajorsponsor,foodservices,ascoreboard,andamultitudeofotherfan-friendlyfeaturesthroughoutthestadium.Behindthescenes,theprojectincludednewlockerroomsandatrainingandrehabilitationcenterunderneaththewesterngrandstands.Lastly,theplayingfieldwasresurfacedfromthegroundup.

...JELD-WEN Field

continued...

Nov. 15 Chapter MeetingKeynote PresentationNavigating Project Politics, with Jeff Oltmann, PMP

Readmore...

Educational PresentationDelivering Great User Experience: Connecting Strategies and Stories, with Debra Lavell

Readmore...

Chapter Meeting Registration Information Weneedyourhelpensuringeveryonehasasmooth,professionalregistrationexperienceby:1.Registeringonlinepriortothedinnermeeting:

• Onlineregistrationdoesnotcloseat10a.m.Monday–itisopenuntiltheendoftheChaptermeeting.• OnlineLateRegistrationFee($10)takeseffectat10a.m.Monday–thisiswhenthevenuerequiresafinalcountformealsandtables.

2.Or,registeringatthemeetingthedayoftheeventasalastresort.Youwillregisteronlineatthewelcomedeskandthelateregistrationfeewillbeineffect.3.Treatingthevolunteerswhogreetyouandmakeregistrationpossiblewithrespect.TheymustensuretheChapterismeetingPCI(paymentcreditcardinterface)requirements.4.Emailingusimmediatelyifthereisaproblemwithregistration([email protected]).

Please use walk-in registration only as a last resort. Walk-in pricing increases in January. Readmore...

March2010Phase1FoundationsLaid

November2010



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Executing Phase:Atthispoint,theprojectplanbeganitsexecution.Turnerusedatraditionalcriticalpathmethod,workbreakdownschedules,riskmanagementplans,andasecurebutflexibleworkingscheduletodirectitself.InHolloran’swords,theycreatedaliving,collaborativedocumentthatwasroutinelyadjustedpertheneedsofthedesigners,ownership,andthecontractors.Itincludedtheplansforhowtodealwiththelogistics,i.e.materialsandequipmentneededfortheproject,used3Dmockupstogiveaclearunderstandingofwhatthefacilitywouldlooklike,andthenputtogetheranerectionsequencesothatallmajorbuildingphaseswereclear.

Monitoring and Control:Astheplanturnedintorealwork,Turnertrackedtotheirprojectplanin3-4weeklook-aheads.Everyweek,theteamwouldreviewandupdatetheschedule,asneeded.

Anythingidentifiedashavingmorethanonedayimpactwasimmediatelyaddressed.Theteamfocusedonachievingtheirmilestonesontimeandused

%completionnumberstomonitortheirprogress.Theyalsoincludedaweatherdependencefactoronanyworkthatwouldbeaffectedbyinclementconditions.Backupplanswerecreatedtodealwiththesecontingencies.

Turnerprimarilyusedcustomtoolstocapturetheprojectplananditsstatusandupdates.Tomonitortheplan,TurnerusedacustomizedversionofPrologConstructionManagement

software,calledTurnerTalk.Thistoolenabledthemtomanagetheschedule,criticalpath,andtheWBS.Tomanageresources,TurnerusedRACS(ResourceAllocationControlSystem)inordertomeasureworkinplaceandtoregulatemanpower.Withit,theycouldestimateresourcesneededbasedonhistoricalproductivityrunratesandhowanydecisionscouldaffectcostandschedule.Thetoolvisuallyshowedshortfallssothattheycoulddeploytherightresourcesattherighttime.

Closing:Turnerwentthroughthestandardstepsofclosingtheproject.Ultimately,theyprovedthattheprojectmetitsstakeholderrequirements,finishedontimeandstayedunderbudget.TurnerdeliveredthefinalprojecttothePortlandTimbersinamediadayceremonyonApril12,2011.Thefieldwasreceivedwithgreatsatisfactionandravereviews,toppingitoffwithaTimberswintwodayslater.

continued...

...JELD-WEN Field Fast Facts:

• Projectlength:9months• Deadline:April7,2010(dead-linemet)• Projectphases:2,someconstructionbeforebaseballseason,remainingafterseasonended.6.5monthsoffsea-sonwherenoworkcouldbeconducted.• LEED®SilverCertification• Projectcost:$31million.• Result:Ontime,onbudget.• 96,000Squarefeetofnewplayingsurface.• 613,514Piecesofrebarusedontheproject.• 175,000Hoursworkedontheproject.• 6,595Cubicyardsofconcreteusedintherenovation.• 800Tonsofsteeltocompletetherenovation.• Client:PeregrineSports,LLC(PortlandTimbers)• Architect:AECOM• Contractor:TurnerConstruction

February2011

Viewofcompletedsoccerfield




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Greg’s Final Thoughts:Gregconsideredthistobeaverysatisfyingandenjoyableprojecttolead.Hismostpersonallysatisfyingmomentwascompletingthecanopythatdrapesovertheeasterngrandstand.Complicatedindesignandrequiredtobemadelargermid-project,Gregputtogethertherightplanwiththearchitectandbuiltthenewdesignwithoutdelayingtheproject.HismostsatisfyingmomentwasgainingacceptanceofthestadiumfromthecityandtheTimbersaswellasseeingtheexcitementfeltbythefans.

Hismostimportantadvicetoprojectmanagers?Communication.Withoutit,allgoodideascanfail.

In Closing:InterviewingGreginsideaboxseatatJELD-WENfieldwasanexcitingmoment.Aswetalked,itquicklybecameapparentthatthisprojectwasledbyastrongleaderwiththebackingofaveryseasonedandmatureconstructioncompany.Theirprocessesweretriedandtrue,negotiationswiththecityandtheTimberswentrelativelysmoothly,andtheactualconstructionmetfewseriousobstacles.Inaword,itallseemedsoeasy.Therewasnodrama,heroicendeavors,orcontroversialevents.PerhapsIwashopingformore,butintheend,Iactuallygainedanunderstandingofhowaprojectshouldreallywork.That’sallthatmatters,right?Andthat’showthestorygoes.

OneofmysurprisesoccurredwhenIaskedGregaboutPMI,andPMPcertificationspecifically.HewasonlyvaguelyawareofbothandnotedthatthePMPisnotafocuswithinhiscompany.Mypridewascertainlyshaken,butintheend,IsawnocontradictionbetweenwhatthePMPteachesandwhatTurnerdidinreality.Withthat,Icanfeelconfidentthatmyeducation,andyours,offersareality-basedviewintohowamajorprojectsucceeds.IwanttothankGregforhistimeandgraciouscontributiontothisarticleandwishhimluckinhisfutureprojects.

About the author

Dave Molinari, PMP VP of Marketing for PMI Portland Chapter.Wewouldliketoprofilelocalprojectsinournewsletter.Pleaseletusknowyouareinterestedbysendingashortnotetonewsletter_dir@pmi-portland.org.

...JELD-WEN Field

Greg HolloranAftergraduatingfromRiceUniversitywithaBachelorofScienceinCivilEngineeringin1998,GregwenttoworkforTurnerasasuperintendentfortheSt.JohnMedicalCenterAmbulatoryCareCenterprojectinLongview,Washington.

Hehassinceworkedonavarietyofprojectsincludingthefirstrenovation,restorationand

expansionofCivicStadiumintoPGEParkin2001.Despitethedifficultiesofworkingina75yearoldfacility,therewereover250,000man-hoursworkedwithoutasinglesafetyincident,andtheworkwascompletedin8.5months,versustheprojected18monthschedule.Hereturnedtothestadiumin2010asTurner’sPMontheJELD-WENFieldMLSrenovation.

WhereTannerCreekrunsthroughthefield

GregHolloranandDaveMolinari



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Navigating Project Politics Haveyoueverseenagoodprojectblockedbecauseofpoliticalmaneuveringbetweenpowerfulexecutives?Howaboutabadprojectthatjustwon’tdie?

Politicsarearealityineveryorganization,butprojectsprovideespeciallyprolificbreedinggroundsforthem.Unfortunately,toomanyprojectmanagersdealwithpoliticsineffectively.Theymakethefatalmistakeofregardingpoliticsasanirritatingdistractiontothejobathand.Leadingaprojecttosuccessusuallyrequiresskillfulnavigationthroughpoliticalminefields.Yourprojectmaybeacasualtyifyouignorethem.

Whyarepoliticsunavoidable?Howcanyounavigatepoliticsandstillkeepyourintegrityintact?Thisinteractiveeducationalsessionlooksatwhypoliticshappenonprojectsandteachesafour-stepprocessfordealingwiththem.Formostofus,politicalsituationsareuncomfortable.Thissessionwillgiveyoutoolsandnewinsightsforhoningyourpoliticalskills.

About the Presenter

Jeff Oltmann isaseasonedleaderwithover25yearsofexperiencedevelopingnewproductsandmanagingsuccessfulprograms.Hisspecialtiesincludestrategydeployment,operationalandprojectexcellence,andprojectportfoliomanagement.HeisprincipalconsultantatSynergyProfessionalServices

(www.spspro.com)andpreviouslyrantheProgramManagementOffice(PMO)anda$60MprojectportfolioforIBM’sxSeriesdevelopmentfacilityinOregon.

Jeff’sbackgroundisauniquecombinationofengineeringmanagement,programmanagement,andexecutivestaff.Thisbreadthenableshimtomoveeasilyfromtheboardroomtothelab,bridginggapsinperspectivewhileremainingfirmlyfocusedonpracticalbusinessresults.

Hishands-onprogrammanagementexperiencerangesfromstart-upstoprogramswithbudgetsover$100Mandworldwidecross-functionalteamsofover100members.Histeamshavedeliveredmanysuccessfulproductstothemarketplace,includingmultiplegenerationsofmainframe-classcomputersoftwareandhardware.

Jeffisanexperiencedconsultant,teacher,andspeaker.HeisonthegraduatefacultyoftheDivisionofManagementatOregonHealthandScienceUniversity.Inadditiontoconsultingwithclientsinawiderangeofindustries,Jeffteachesprojectmanagementandportfoliomanagement.HeholdsanM.EngdegreeandisacertifiedProjectManagementProfessional(PMP®).

November Chapter Meeting Keynote Presentation

Mark your Calendars! December Chapter Meeting will be held on the 2nd Tuesday (December 13).



http://www.spspro.com


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Delivering Great User Experience: Connecting Strategies and StoriesYes,yourteamcanexceedexpectationsanddelivertrulygreatexperiencestoyourusers!JoinDebraLavellandyourpeerstolearnandpracticewaystoconnectbusinessstrategieswithuserstoriesandtodevelopaclearandcompellingproductvisionthatstartsyourteamonthepathtoagreatproduct.DebrashareshowIntelisimplementinguser-centereddesignpracticestogetbeyondthetechnologyneedsofitsuserstoaddresstheircriticalhumanneeds—emotionsandsenses.User-centereddesignhashelpedthemreduceexpensiverework,eliminateunnecessaryfeatures,andavoidembarrassingmistakes.Debradiscusseshowtoestablishakillerproduct(hint:avisionsynchronizedwiththeusers’goalsandmotivations)andshowshowtokeepthevisionaliveduringthelongproductdevelopmentprocess.Shesharestricks,tips,andtechniquesthatyoucantakebacktoyourorganizationandbeginusingrightaway!

About the Presenter

Withover15yearsexperienceinvariousdisciplinessuchasRequirementsEngineering,OrganizationalLearning,Retrospectives,LifecyclemanagementandUserExperience,DebraLavellwillsharebestpracticestoimprovebusinessresultsforanyproject.Priortoherworkinquality,Debra

spentover5yearsmanaginganITdepartmentresponsiblefora500+nodenetworkforADCTelecommunications.

DebraisamemberoftheRoseCitySoftwareProcessImprovementNetwork(SPIN)SteeringCommittee&pastPresidentofthePacificNorthwestSoftwareQualityConference(PNSQC)inPortland,Oregon.Sheholdsabachelor’sofArtsdegreeinManagementwithanemphasisinIndustrialrelations.

November Chapter Meeting Educational Presentation




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Agenda4:00 Registration table opens 4:30 Educational presentation 5:30 Networking 5:35 New member welcome meeting 6:30 Dinner and announcements 7:00 Keynote presentation

Meeting PricingPMI Portland Chapter Members*Keynotepresentationwithmeal$25Educationalpresentation$10

PMI Portland Chapter Student Members*Keynotepresentationwithmeal$15Educationalpresentation$5

Non-MembersKeynotepresentationwithmeal$35Educationalpresentation$10

All KeynotePresentationonly,withoutmeal$15

No refundswithin24hoursofthemeeting.

Late and walk-inregistrationis$10more.NOTE:Walk-In registration fee increases to $30 in January! Readmore...

* ChapterMembersandStudentMembersmustprovidePMInumberinordertoreceivememberpricing,ifregisteringatthedoorthedayofthemeeting.

* ChapterMembersandChapterStudentMembersarecurrentmembersofPMIandthePortlandChapter.StudentMembershipisdefinedbyPMIGOC,anddoesnotapplytonon-memberswhomaybestudents.

PMIPortlandChapterStudentOutreachProcess

New Member Welcome MeetingWemeetdirectlyaftertheEducationalPresentation,inthesameroom.Joinustolearnaboutwhoweareandwhatweoffer,andtomeetothernewmembers.

Register Online and SaveAt10a.m.theMondaybeforetheChaptermeeting,theonlineregistrationpriceincreasesby$10.Thisincreaseisalsoineffectforwalk-inregistrations.NOTE:Walk-In registration fee increases to $30 in January! Readmore...

LocationDoubletreeHotel–LloydCenter1000NEMultnomah,Portland,Oregon97232(503)281-6111Free Parking

November MenuBakedCodservedoveraHoodRiverPotatoCakewithLobsterCreamSauceandSeasonalVegetables

OR

SaffronRisottoCakeservedonabedofLentilCassouletwithHerbRoastedVegetables

Chapter Meeting Logistics



http://data.memberclicks.com/site/pmi/bod-proc-students.doc

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Professional DevelopmentPMI—AgileCertifiedPractitioner (ACP) Exam Prep Thursday and Friday, Jan. 26–27, 2012 Two-days, 21 hours, homework required!

AgileCertifiedPractitioner(ACP)isthenewestcertificationfromtheProjectManagementInstitute(PMI)andit“setsthebar”foragileprojectmanagementprofessionals!Boththeapplicationprocessandtheexamitselfarerigorous.

Thiscoursewillbenefitanyoneinterestedinagileprojectmanagementmethods.Infact,manyScrumMasterswilldiscoverthe“ShuHaRi”theoryfromtheirCSMclassisappliedtorealworldimplementationchallengesinthisclass.

Seminar includes:

• ACPExamPrepPLUSDeskReference• Twofull-lengthACPpracticeexams• Six-monthsubscriptiontoourOnlineExamSimulatorwithover1,000questions• TheAgileProcessMapTMandtheAgilePMProcessesGridTM• ExpertdigestsofScrum,XP,TDD,AgileModelingandmore

Workshop Details

21 PDUs

CostPMIPortlandChaptermembers:superearlybird$1095,earlybird$1295,regular$1495

Presented by GR8 PM

WatchyouremailandthePMIPortlandChapterwebsiteforcompletedetails.Oremailworkshop@pmi-portland.org.



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Event CalendarMON TUE WED THU FRI SAT

SUN

November 7 8 9 10 11 12

1314 15 16 17 18 19

20

21 22 23 24 25 26

2728 29 30 December 1 2 3

4

5 6 7 8 9 10

1112 13 14 15 16 17

1819 20 21 22 23 24

25

Fordetails,seethecalendarontheChapterwebsite.

RoundtableWest@Nike

Chapter Meeting

NewsletterSurveycloses

RegendsChangeLeadershipworkshop

RoundtableNE@PortofPortland

ChangeLeadershipworkshop

RoundtableSouth@MentorGraphics

RoundtableWest@SolarWorld

RoundtableNW@Con-Way

Chapter Meeting

RoundtableWest@Nike

RoundtableNE@PublicHealth

RoundtableNorth@Clark

RoundtableWest@SolarWorld

RoundtableNW@Con-Way

PMIWVCorvallisMeeting

PMIWVSalemMeeting

PMIWVEugeneMeeting

SAOForum

OODNMeeting



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Roundtable Meetings

Join Us!Formoreinformation,toseemaps,tojoinaroundtable,tocontactthemoderator,ortoRSVPformeetings,seethePMIPortlandChapterRoundtablewebpage.

Roundtable NW

Con-Way2055NWSavierPortland,OR

Askforroomatdesk

2nd Friday 7:15 a.m.

Roundtable South Mentor Graphics

8005SWBoeckmanRd.,Wilsonville.ORCommonsBldg.,BigMuddyConf.Rm.

1st Friday 7:15 a.m.

Roundtable West

NikeNikeWorldHeadquarters,Beaverton,ORNolanRyanBldg,AirHuarache,1stFloor

3rd Thursday 7:30 a.m.

Roundtable West

SolarWorld25300NWEvergreenRd.Hillsboro,OR

2nd Thursday 5:30 p.m.

Roundtable North

Clark1200FortVancouverWay,Vancouver,WACommunityRoom

4th Friday 7:15 am

Regular November and December meetings are replaced by one meeting on December 2.

Roundtable NE Port of Portland

7200NEAirportWayPortland,ORAnchorRm,1stfloor

1st Wednesday 4:30 pm

Roundtable NE Public Health

PortlandStateOfficeBldg 800NEOregonStreet,Portland,ORRoom1C-30

4th Tuesday 7:30 am



http://www.pmi-portland.org/roundtables


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Project Management News BriefsChapter Meeting Walk-in Registration Change in JanuaryBeginninginJanuary2012,thewalk-in(atthedoor)registrationpremiumwillincreaseto$30.Also,cashandcheckswillnolongerbeacceptedatthedoor.

Pre-registrationsavestheChaptermoneybyallowingustoplanmealsandothersetupactivitiesinadvance.

ThesesavingsallowourChaptertoprovidebetterservicesatlowercoststoallmembers.

Thankyouforyourunderstanding.

Keep your E-mail Address Current! Members–weuseyourprofileinformationfrompmi.org.PleasecheckyourprofileonthePMIGlobalsitetobesureyouremailaddressiscurrent–itwillthenbeloadedintoourdatabase.

Non-members–youcanlogintothePMIPortlandwebsite,gotoMyProfile,andchangeyouremailaddresshere.

Roundtable and Job Posting members –rememberthatyoumayhavesetadifferentemailaddressfortheseposts.LogintothePMIPortlandwebsite,gotoMyProfile,thenMyE-Liststochecktheemailaddressthatisbeingused.

Salem Branch Monthly Meeting

Wednesday, November 16, 2011 Presentationstartsat12:00p.m.(pleasearriveatabout11:30-11:40am)

Location

Roth’sConferenceCenterinWestSalem1130WallaceRdNWSalem,Oregon97304

SpeakerJustinNewton,PMP

Topic UnderstandingEstimating,Progress&PlanningofLargeConstructionProjects

Cost $15(withlunch)or$12(speakeronly)forPMIMembersand$17(withlunch)or$14(speakeronly)forNon-Members

SeewebsiteformoredetailsSalem

Eugene Branch Monthly Meeting

Thursday, November 17, 2011 6:00-8:00p.m.

Location

RedLion—Eugene205CoburgRoadEugene,OR97401

SpeakerTBA

TopicTBA

Cost $20(bothPMIandNon-PMImembers)IncludesDinner.Abuffet-styledinnerwithwater,coffee,tea,anddessertispreparedbyRedLionHotel.Ifyourequirevegetarian,vegan,orotherdietaryrequirements,pleasespecifyintheregistrationformorcontacttheVPPrograms([email protected])48hoursinadvanceofthemeeting.

SeewebsiteformoredetailsEugene

Corvallis Branch Monthly Meeting

Friday, November 18, 2011 Presentationstartsat12:00p.m.(pleasearriveby11:50a.m.)

Location

CorvallisDepot700SWWashingtonAve.CorvallisOR97333

SpeakerCharleneDraine,PMP,ChiefSustainabilityOfficer

Topic DemonstratingtheValueofaPMO

Cost $10forPMIMembersandstudents.$15fornon-PMImembers.**NEWRATE**$5forunemployedProjectManagers.

SeewebsiteformoredetailsCorvallis

PMI Willamette Valley Chapter

continued...



http://sites.google.com/site/pmiwvc/Home/salem-branch

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...News BriefsOODN Meeting

Oregon Organization Development Network (OODN)willbeholdingtheirmonthlyprogram,onWednesday, November 9, 2011.ThetopicwillbeMaking Change Culturally Sustainable withMelanieChase,PhD.

Location

Con-Way(Fremont/StJohn’srooms)2055NWSavierStreetPortland,OR97209

Schedule

Networking:5:30-6:00p.m.Program:6:00-7:45p.m.Networking:7:45-8:15p.m.

Cost

FreetocurrentmembersingoodstandingofODN,ASTD-Cascadia,PHRMAandPMIPortlandChapter.Thecostfornon-membersis$10.The$10feecanbeusedtooffsettheannualmembershipinvestmentof$75.00ifpaidattheprogram.

Formoreinformation,visittheirwebsiteatwww.odnoregon.org.

Roeder Courses—Online, LiveCommunicate with Competence &Confidence

Understandinghowtocommunicateinaprojectsettingisavitalskillforprojectmanagersandthosewhofacilitatechange.Developing

andconfidentlycommunicatingeffectivemessagesusingwritten,verbalandvisualformsisakeytoobtainingresultsandyourprojectsuccess.Inthisworkshop,wewillhelpyouunderstandhowtomoreclearlyandeffectivelycommunicateinprojectsettings,leadingtomoresuccessfulchangeinitiatives.

8PDUs

CourseIsConductedInTwoHalf-DaySessions(2days,4hrseach)

10:00a.m.–2:00p.m.(EST)

Day1:Friday,November11th,2011Day2:Friday,November18th,2011

Thiscourseisconductedusinglivestreamingvideoallowingforliveinteractionwithcourseinstructor.Pleasenotethiscourseisdividedintotwoseparate4-hoursessions,separatedbyoneweek.

Non-PMIMember–$349PMIPortlandChapterMember–$319

Dynamic Leadership Skills for Better Project Results

Leadershipisoneofthemostimportantanddeterminingfactorsinthesuccessofanyproject.AsProjectManagers,

ProgramManagers,andBusinessAnalysts,weareviewedasleadersbutoftenlackformal“positionauthority.”

Thiscoursewillhelpyouunderstandpowerandinfluenceandhowtoeffectivelyleadyourprojectsbasedonthesituation.

8PDUs

CourseIsConductedInTwoHalf-DaySessions(2days,4hrseach)

8:00a.m.–12:00p.m.(EST)

Day1:Wed.,December7th,2011Day2:Wed.,December14th,2011

Thiscourseisconductedusinglivestreamingvideoallowingforliveinteractionwithcourseinstructor.Pleasenotethiscourseisdividedintotwoseparate4-hoursessions,separatedbyoneweek.

Non-PMIMember–$349PMIPortlandChapterMember–$319

For more information, visit:www.roederconsulting.com

continued...



http://www.odnoregon.org

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...News BriefsSAO Forum

The Software Association of OregonwillbeholdingaforumtitledSocial Media 3.0 for the C-Suite of any Business onWednesday, November 30, 2011, 5:30-7:30p.m.attheMultnomahAthleticClub,1849SWSalmonStreet,Portland,OR97205.

SocialMediahasprovenitisheretostay.Itcontinuestoevolveandmorph.TheC-Suitemustfigureouttoharnessthepowerofsocialmedia,balancetherisksofintegratingsocialmediaintoausefulbusinesstool,anddiscernwhatsocialmediaplatformsarebesttopromotecorporatebrand,protectcorporatereputation,whilecomplyingwiththelawsonsocialmedia.

AnSAOallstarpanelwillexaminehowtointegratesocialmediaplatformsintoanintegratedvision,usingmetricstoevaluatetheeffectivenessofsocialmedia,andastrategiclookatimplementingitasabusinesstool.

Panelists:KentLewis,PresidentandCEOofAnvilMedia,FredPond,Sr.DirectorofGlobalITforColumbiaSportswear,andJeanOhmanBack,AttorneywithSchwabbe,WilliamsonandWyatt.

Members$45,NonMembers$60

Formoreinformationwww.sao.org/events

Mentoring—the PMI WayHappyHolidaysandwelcometothe2011/2012mentoringseason!!Isthistheyearyouhavetimetopayitforward?TohelpaPMwhoneedsjustalittleassistancetobeasuccess?

Thisbeginsour4thyearofthementoringprogramandwhatasuccesstheprogramhasbeen.Everyyearhasbroughtnewexperiencesandopportunities.ThisyearourmentoringseasonwillbegininJanuary2012andwenowhave3administratorstohelpmanagetheprogramandprovidesupportfortheparticipants.PamBanning,KayPexaandChrisTobiaswillbeoutandaboutencouragingoneandalltogivebacktotheirpeers.

WearecurrentlyacceptingapplicationsforbothMentorsandMentees.Fordetailsonhowtosignupgotohttp://www.pmi-portland.org/mentoring-programandfillouttheappropriateform.

Havequestionsyouneedansweredbeforeyoutakethenextbigstep?Sendanemailtomentoring@pmi-portland.organdwewillbehappytotellyoumoreabouttheprogrambeforeyoumakeacommitment.

Earn PDUs at Oracle Summit Thisyear’sthemeis“DrivingGrowthwithMission-CriticalEnterprisePPM”.

PMPscanearnPDUsbyattendingtheOracle 2011 Virtual Summit onThursday,November 17, 2011.GetthelatestinformationonOracle’sPrimaverasolutions.discoverhowEnterpriseProjectPortfoliomanagementcanbeusedasacompetitiveadvantagetodrivegrothandimpactyourorganization’sfinancialperformance.

Clickhereforcompleteinformationandregistration.



http://www.pmi-portland.org/mentoring-program

mailto:mentoring%40pmi-portland.org?subject=

http://www.oracle.com/us/dm/h2fy11/100011373-virtualsummit-512135.html


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Join the PMI Portland ChapterPMIPortlandChapterisalocalChapteroftheinternationalorganization,PMI(ProjectManagementInstitute).ThePMIPortlandChapterpridesitselfonbeinganactiveandgrowingprojectmanagementcommunityandisoneofthelargestchaptersinthePacificNorthwest.

How to Join

TobecomeamemberofthePortlandChapter,youmustfirstjoinPMIGlobal.Youcanjoinonlineordownloadanapplication.

ClickheretojoinPMIGlobal.Youwillbegivenanopportunitytojoinachapter.SelectthePortlandChapter(C031)fromthelist.

Ifyou’realreadyaPMImemberandwanttojointhePMIPortlandChapter,youcanrenewusingthelinkabove.

Wearehonoredtowelcomeyouasanewmember!Youwillbeginreceivingthebenefitsofmembershiprightaway!

MembershipBenefits

• NetworkwithProjectManagementProfessionals• ProfessionalDevelopment• DiscountsonChapterEvents• MonthlyRoundtables• PMIPortlandChapterMonthlyNewsletter• CurrentJobListings• VolunteerOpportunities

Membership Costs

Join: PMIMembershipcosts$129/year.PMIPortlandChaptermembershipcosts$25/year

Renew: PMIMembershiprenewalcosts$119/year.PMIPortlandChaptermembershiprenewalcosts$25/year

Discounts: Retiredmemberspayjust$60peryearforPMImembership.MustbeaPMImemberingoodstandingforfiveconsecutiveyearsandhaveretiredfromactiveemployment.

StudentsmayjoinPMIforjust$30peryear,plusa$10applicationfeefornewmembers.Membershipisopentoanystudentenrolledinadegree-grantingprogramatanaccredited,orglobalequivalent,collegeoruniversity.

Test Drive a Membership

WouldyouliketocometoaPMIPortlandChaptereventtomeetsomeofyourfellowprojectmanagementprofessionalsandseewhattheChapterisallabout?You’rewelcometoattend,evenasanon-member!

Getonourmailinglist!PMIPortlandmembersautomaticallyreceivee-mailannouncementsofallChaptereventsandmonthlynewsletters-andyoucantoo.IfyouwouldliketoreceiveChapterannouncementsandnewsletters,filloutourNon-MemberSignupform.

For More Information

PleasevisitthePMIPortlandChapterwebsite.ReadtheChapterbrochure.



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Growyournetworkandyourskillset!Thesearesomeofthevolunteeropportunitiescurrentlyavailable:

• AssistantDirectorofWorkshops–ProfessionalDevelopmentteam• DocumentManagementSystemProjectManager–Operationsteam• ContactManagementSystemProjectManager–Operationsteam• DirectorofTechnology–Operationsteam• QualityTeamMembers(4)–Membershipteam• ProgramManager,AnnualSurvey–Membershipteam• Instructor,CertificationPrepcourse–ProfessionalDevelopmentteam• MentoringProgramAdministrator–Outreachteam

Formoreinformation,gototheVolunteerOpportunitiespagentheChapterwebsite,orcontactourDirectorofVolunteersatvolunteer@pmi-portland.org.Youwillbegladyoudid!

Become a Volunteer!

WeWanttoProfileInteresting Local ProjectsHaveyourecentlyclosedonaprojectinthePortlandareathatotherPMIPortlandChaptermembersmightbeinter-estedinhearingabout?Wearelookingforstoriesaboutlocalprojects.Youdon’tevenneedtodothewriting.Wewillinterviewyouandcapturethefascinatingdetailsthatdescribeyourmethods,approach,outcomesandlessonslearned.FinalcopywillbepublishedinthePMIPortlandChapternewsletter.

Pleaseletusknowyouareinterestedbysendingashortnotetonewsletter_dir@pmi-portland.org.



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Get to Know Your PMI Portland VolunteersWithamembershipofover1500people,oneofthegoalsofthisnewsletteristogetourmemberstoknowoneanotherbetter.

Programs PortfolioShelley Pyles, Director of Registration

ShelleyisaCPAandPMPandhasworkedinaccounting/treasury/softwaredevelopmentandIT.ShehasMAcc(Master’sinAccountancy)andBSdegreesinbusinessandcomputerscience.CurrentlyShelleyisworkingonbusinessprocessimprovementprojectsatBonnevillePower.

WhenShelleyisn’tatworkorhelpingPMIPortlandChapter,sheisanactivevolunteeratawomen’salternativehousingnon-profitorwithoneofhertwodaughters.

[email protected].

Tara Nicole Backes, Director of Events

TaraispreparingtolaunchProjectsMadeSimple,LLCasmallcompanydedicatedtosmallprojectsandeventmanagement.SheisalsointhehomestretchofherMBAatKellerGraduateManagementSchool.ShewillbegraduatinginJunewithaMastersinBusinessAdministrationwithanemphasisinProjectManagement,specializinginevents

andcommunitydevelopment.HerundergraduatedegreeatSanFranciscoStateUniversitywasinTechnicalTheaterwithaminorinhospitalitymanagement.ThisexperienceputTaraintomanydifferenttypesofmanagementpositionsallowinghertolookatprojectsmorecreativelywithherfamiliaritywithtechnologyandvaluingteamwork.Herbackgroundhasvariedalotovertheyearsandsheisanever-evolvingstudent.ShehashadtheopportunitytoworkasProductionManagerfortheSan

FranciscoTheaterFestival,asatechnicianforKXLYNews,andfor9yearsshewasanannyforfamiliesallovertheWestCoast.

TarahasvolunteeredwithPMIPortlandChapterforoverayear.ShetooktheopportunitytovolunteerwithPMIPortlandChaptertonetworkandbroadenherknowledgebase.ShelovesthatthisvolunteerworkwithPMIallowshertocombineherpassionforbringingpeopletogetherwithherskillsatcreatingenrichingevents.

[email protected].

Membership PortfolioLin Johnson, Director of Quality

LinhasextensiveanddiversifiedexperienceinProductDevelopmentandManufacturing.Liniswhatcanbecalleda“technicalprojectmanager”meaningheisabletodrawuponfirsthandexpertiseinthetechnicalissuesinvolvedinverycomplex,multi-functionalprojects.HisexpertisespansMechanicalDesign,ProcessEngineering,

Manufacturability,MaterialsEngineering(especiallyPlastics),Quality,ProductSafety,Regulatorycompliance,SupplierManagementandevenSoftwareEngineering.Industryexperienceincludesconsumerproducts,automotivecomponents,computersystemsandcomponentsandmedicalequipment.

Linispresentlyseekingapositionasafull-timeProjectManagernowthat“job1”forthelastseveralyearshasbeenaccomplished;beingasingleparenttoanow21yrolddaughter.AfterbeinglaidofffromInFocus,theabilitytocommittotypicalProjectManager’stravelscheduleasasingleparentwasdifficult.Intheinterim,LinhasbeenactivedoingexpertanalysisandprovidingexperttestimonyinproductfailureandproductliabilitycasesandaccidentreconstructioncasesandteachingProjectManagementatClackamasCommunityCollege.He

continued...



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isalsoaregularinstructorinPMIPortlandChapter’sPMPCertificationPrepclass.

LinholdsanundergraduatedegreeinManufacturabilityEngineering,anMBAinInternationalBusiness,holdsaPElicense(ProfessionalEngineerlicenseStateofOregon),hasearnedCQM(CertifiedQualityManager)andPMP(ProjectManagerProfessional)certificationsandispresentlypursuingaCEM(CertifiedEnergyManager)credential.

Lin’shobbiesincludebeingaCommercialPilotandvolunteerParamedicIwiththeskipatrol.

[email protected].

Prakash Achuthan, Assistant Director of Volunteers

PrakashAchuthanisanexperiencedProjectLeadandBusinessAnalystworkingwithSlalomConsulting.HehasaBachelor’sDegreeinEngineeringandaMaster’sinBusinessAdministrationandisactiveinthePMIPortlandChapterasanAssistantDirectorofVolunteers.

Prakashhasover5yearsofexperienceandhasworkedasaSoftwareDeveloper,Teamleadforretailoperations,StrategicConsultantandProjectManagerfororganizationssuchasTataConsultancyServices,Amazon.com,OregonDepartmentofTransportationandStandardInsurance.HisareasofexpertiseincludeProjectManagement,BusinessAnalysisandProcessMapping,ChangeManagement,ProcessImprovement,StrategicPlanningandMarketing.

Saby Waraich, Director of Volunteers

SarabjeetWaraich,PMP(Saby)hasbeenworkingasDirectorofVolunteerssinceOctober2010.Sabyenjoysworkingwithpeopleandbringsenthusiasmandgreatcustomerservicequalitiestothisroleasherespondstothequeriesandneedsofothermembervolunteers.HeplaysacriticalroleofprovidingvolunteerstoPMIPortlandChapter.

SabyiscurrentlyworkingasanITProjectManagerfortheCityofPortland.PriortomovingtotheUS,hewasasoftwareengineerandprojectmanagerinIndiaforvariousprojectswhileimplementingSixSigmaqualityinitiatives.

SabyisagraduateofPortlandStateUniversitywithaMSinEngineering&TechnologyManagementandholdsaBSinComputerScience&EngineeringfromPunjabEngineeringCollege,India.

SabyiscurrentlyaninstructoratPortlandCommunityCollegeandUniversityofPhoenix.Additionally,heteachesthePMIPortlandChapterPMPPrepcourse.SabyisaveryactivememberoftheonlineMentorNetcommunity,wherehehasbeenmentoringindividuals.Inhissparetime,Sabylikestowatchactionmoviesandplaywithhis8yearoldsonand5yearolddaughter.

[email protected].

...PMI Portland Volunteers



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Membership News

Alamein,DavidAldhalemi,SuroorBhatla,AshokBramhall,PaulArthurCivalleriOlson,MichelleCoursey,MargaretCouture,EricDaley,KimberlyDenney,RobinGuyett,ChrisitneHaynie,DeniseMartin,SherrieMcCarren,TracyNiessner,LauraRussell,Terry

Schieber,JeffShope,KimberlySilverman,BarryTerrill,RayVann,CaryleWnorowski,Rachel

Welcome New Members!

MembershipinformationisprovidedtotheChaptermonthlybyPMIGOC.Theremaybeadelayinseeingyournameonthispageduetonewsletterpublishingconstraints.

ContactPMIGOCatwww.pmi.orgtochangeormanageyourmembershipinformation.

Congratulations New Credential Holders! Erwin,Kathy,PMPBrady,Diane,PMPCharles,Curtis,PMPFreel,Amy,PMPRuckwardt,Deborah,PMP



http://www.pmi.org

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Photos from October Chapter Meeting

Many thanks to Chapter Photographer, Erik Odegard.

DeniseTischler,DirectorofCertification

KevinNichols,PMP JeanGargan,PMP SteveThornton,President

MarlonGorden,PMP

J.Hootman,PMP,speaker

RacheleMaurer,PMP,speaker

Registrationtablevolunteers




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Articles•FirstAidwhenWordsCollide•BeyondtheVoiceoftheCustomer



First Aid when Words CollideYouknowinstantlywhenithappens,therelationalequivalentofscreechingtiresfollowedbyatremendouscrunch.Someonejustbroughtuptheunmentionable,leveledaninsult,ordumpedagunnysackoflong-cherishedwrongs.Youlookaroundtheroom,oracrossthetable,andthink....Actuallyyou’reprobablynotthinkingrightnow.You’relikelyjustfeelingstunned.

Itmightnothavebeenaliteralcrash,withacarplungingthroughplateglassintoyourmeeting,butthiswouldbeagoodmomentforsomesocialfirstaidtrainingtokickin.WithappreciationtotheRedCross,here’sathree-stepapproachtohandlingtheimmediateaftermathofasocialdisaster:

CHECK

Takeafewsecondstoletyourrationalbraincatchupwiththeemotionalwhomp.Inhaledeeplythroughyournosetoactivateyourinneroxygenmask,andletthebreathoutslowlythroughyourmouth.Askyourself,“Whatjusthappenedhere?”Puttingyourselfonbroadobservationalalertwillhelptocountersomeoftheimpactoftheadrenalincurrentlyracingthroughyoursystem.

Intentionallyrelaxandwidenyourfieldofview,whichhasprobablynarrowedtothatofacarriagehorseinblinders.Usingperipheralvisiongoesagainstanautomaticreactionthathelpscreaturesinnaturefocusonathreattolifeandlimb,butitcanprotectusinanenvironmentofdanglingelectricallinesandpotentiallyexplosivetempers.

Readthebodylanguagearoundyou,andnotewhichvoicesarebynowhighandrising.Whoisbreathingrapidlyandturningred?Whohasthinnedlipsandasteelyexpression?Whoistunedoutandunresponsive,clearlytryingtodisappear?Whohasaconcernedlook,butdoesn’tseemoverlyhorrified?Whojustlooksbewildered?Takeanotherdeepbreath,to:

CALL and RECALL

Aneffectiverecourseasyourownfirstresponderistocallonyourknowledgeofthepeoplearoundyou.Recallexactlywhat

yourroleisinthegroup.Useanothermomenttoconsiderwhethersomethinghascomeintotheopenthatneededtobeheard.Thismightnotbethemeetingoutcomeyou’denvisioned,butitcertainlyhasgottenreal,hasn’tit?

Liketheconsciousrelaxationofeyemuscles,takingafewsecondstorememberyourroleortoconsiderhowthescenemayaffectfuturecommunicationshort-circuitsemergencysirensinthehead.Understress,notonlyourvisionbecomesanarrowslitbutsodoesourperceptionoftime.ThereisonlyNOW-WOW-WOWclamoringforattention.

Intheclassicpoem,“If,”RudyardKiplingadvisedhissontokeephisheadwhileallaboutwerelosingtheirs.Whenthingsgetgrim,astheyaresuretodoattimes,simplyaffirmingone’smotivationforbeingpresentisapowerfultool.Itsummonstheaidoftheexecutivesuiteinourbraintosilencethealarmsystem,releasecounteractivechemicalsinthebodyandbrain,andgetreadyto:

CARE

Gatheryourimpressionsofthesituation,yourunderstandingoftheinterpersonaldynamics,andaclearintentiontodonoharm.Decidewhat’sappropriate,hereandnow—perhapsasuggestionforcreatingabufferzoneoftimeorspace,anappealforcivility,orarequestforusingestablishedcommunitygroundrules.Findsomethingthatwillleadotherstorespondratherthansimplytomindlesslyreact,andyou’llbehelpingthemgetcontrolofboththemselvesandthesituation.

Ifyourroleisasagroupleader,leanforwardinyourseatandletyoureyesconnectwithasmanypeopleaspossibleinaslowsweep.It’squitelikelytheroomwillfallsilentwiththissignal,butdon’tforcetheissue.Simplywait.Asagroupmember,catchtheeyeoftheleaderasyousitupstraight,keepingyourexpressionalertbutneutral,andtakethecuewhenitcomes.Ifthereisnoformalleadership,focusyoureyesonthecurrentspeaker,waitforabreak,andentertheconversationcalmly.

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Whenyouspeak,trytosayyourfirstwordatthemomentofgentlyreleasingtheairfromanotherofthosedeep,groundingbreaths.Thiswillreducetheforcefulnessofyourtoneandhelptosupportyourvoicethroughwhateveryouhavetosay.Createaseguefromthepreviouscommenttoyourowncontribution,sothatthelastspeakerfeelsheardandrespected.

Bleedingegos,bruisedfeelingsandburningindignationrespondwelltokindness,appliedwithskillandalackoffuss.Thewoundswillremain.Ofcoursetheywill.Butifwedemonstrateanabilitytokeepcalmunderemergencyconditions,otherpeoplewillfollowthatexample.Thehealingmaytakealongwhile,butyourinterventionhasmadeitpossibletoimagine.That’sasocialfirstaidcertificationtocelebrate.

About the author

CoachingandclassesprovidedbyKaren Mathieson,ownerofSerendipityCommunicationsinPortland,helpmotivatedprofessionalshonespeaking,writingandinterpersonalskillsfortheworkplaceandbeyond.Havingworkedasapublicradiobroadcaster,afreelancejournalist,aneventleaderandamusicteacherforadults,Karen’sintegratedapproachto

communicationissuesgivesclientsanedgeforsuccessineverythingfrompublicspeakingtocraftinggreatemails,frommanagingnegativeself-talktodealingwithdifficultpeople.Article©SerendipityCommunications,2011

...When Words Collide Beyond the Voice of the CustomerWhenwasthelasttimeyouwenttoanoutdoormarketinadevelopingnation?Youknowthekind,wherepeoplewhobuyandsellactuallymeetface-to-face?Wheretheyeventalktoeachotherandactuallygettoknoweachother?Wheretheownerofthecompanyseesfirst-handthereactiontohisproducts;good,bad,indifferent.Inmostpartsoftheworldthisistheprimarywaythatpeoplestillbuyandsellproductsandservices.

Ifit’sbeenawhile,(ornever)thenyoumighthaveabitofahardtimerelatingtothefundamentalpremiseofthisarticle.

Myeyeswerereallyopenedtothiswonderful(andancient)methodofcommercewhenIvisitedaverypoortownontheeasterncoastofNicaraguaafewyearsago.Tomy“developednation”eyesitlookedchaotic,inefficient,messy,evenabitthreatening.Butsomewherealongthosecrowdedalleysfilledwithvendorsboothandtables,Ihadabitofan“ahha”moment.Istartedtoappreciatesomethingthatwe’velostinallourworldofhightech,massmarket,globalcommerce—relationship.Ohsure,wethrowthiswordaroundalot,butitusuallyinvolvesasurrogateorsubstituteforreal,honest,face-to-facerelationship.

LikeCRM.

WethinkifwehavethelatestCRMplatformwe’llhaveadeeperrelationshipwithourcustomer.I’veusedquiteafewCRMsinmydayandonethingforsuretheydon’tdoisrelationship!

OrCEM.

Anothersubstituteforrelationshipisawell-designed,customerexperiencemanagementprogram.Thatwillhelpus:

• Createastreamaroundadvocacybuilding• Translatethebrandintodesiredattitudes• Mapthecustomer’sjourney• Utilizealternativeresearchforcontextualinquiry,shadowingandjournaling

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• Infuseemotioninthedesign• Incorporatemultiplerelevantmetricstounderstandcus-tomerhappiness

Now,IrealizeI’mbeingabitfacetioushere,butit’stomakeapoint.Technology,research,programs,consultantsallcanhelp,butonlytoapoint.And,inmanycasesfallveryfarshortofthemark.Why?

Customervalue,positiveornegative,flowsfromthesumofalltheexperiencesacustomerhaswithyourcompany.It’snotjustproduct,wheremuchattentionis(andrightfullyshouldbe)focused.Itincludesliterallyeverytouchpointacustomerhaswithyourbusinessincludingtheirexperiencesonline,onthephonewithcustomerservice,fromotherswhohaveusedyourproducts,“secondarycustomers”suchasdealers,distributorsandagents.And,it’sdynamic,constantlychangingandevolvingordevolving,asthecasemaybe.

Thishasverysignificantimplicationsforbusinessestoday,sincethereissolittleengagementbyemployeeswiththeend(inmylingo“intended”)customer.Tothemajorityoftheemployeesacustomerisanabstractconceptwheretheyhavelittleideawhattheydo,letalonehowtheylive,thinkandfeel.Andyet,thesesameemployees,withallgoodintentions,collectivelydeterminethecustomerexperiencesforallthesemanytouchpointswiththeusualresultofmissingthemark,andnotevenrealizingit!

Allbecausetheyhavenoreal,tangiblerelationshipwiththecustomer.Ortherelationshiptheyhaveisnarrowlyfocusedononeaspectofthecustomer’sexperience,asinaccountmanagementorcustomerservice.So,movingbeyond“voice”meansmovingoutsideofourowncompanyworldwhereit’sallaboutus,tothecustomer’sworldwhereit’sallaboutthem.Itseekstoaddressoneofthemostbasicquestionsyourcustomershave—“doyoucare.”

Whatthismightlooklikevariestremendouslyfromcompanytocompany,industrytoindustry,butIbelievetherearefivebasicstepsorstagestocreatingthatcloseconnectionwiththecustomerthatultimatelycanleadtosuperiorcustomerexperiencesandvalue.ThisiswhatI’llunpackinthesecondpartofthisarticle,sostaytuned!

About the Author

John Geffel,ManagingPartner,foundedVALUE:drivenGroupthisyearafter27yearsatoneofthesoftwareindustry’sleadingvertical-marketsoftwarecompanies,TimberlineCorporation,thatwasacquiredbySagein2003.John’sparticularexpertiseisinmarketdevelopment,productmanagement,productmarketingandstrategicplanning.Hehasbeendirectlyresponsibleforsuccessfully

introducingmanyindustry-leadingproductsandservicesovertheseyearsandmostrecentlyservedasGeneralManagerforthebusiness.

John’sfocusatVALUE:drivenisoncustomervaluedefinitionandvaluedeliveryassessmentaswellasprovidingoversightandaccountmanagementforallofthecompany’sengagementsthroughitsconsultingalliancepartners.Johnalsoleadsthementor/coachingprogramfortheOregonEntrepreneur’sNetworkandprovidesexecutingcoachingasaseniorconsultantattheWaldronCompany.

JohnhasaBSinBusinessAdministrationandanMBAfromPortlandStateUniversity.

...Voice of the Customer

Do you like to read? Doyouliketoshareyour“bookfinds”withothers?

The PMI Portland Chapter Newsletter would like to add a “Book Review” section.

Ifyou(orsomeoneyouknow)wouldliketovolunteertowriteamonthly(orjustone)bookreviewonProj-ectManagementorrelatedsubjects,[email protected].



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Advancing our Careers as PMs

OneofthemanythingsIhavealwaysappreciatedaboutPMIisthatthecareersofmemberscanbeenrichedinmanyways.ThereisafocusinthePortlandChapteronaddingvalue,andourannouncementlastmonthoftheAgiletrainingcominginJanuaryisagreatreminderoftheopportunitiesthat

existforusasPMstoenhanceourcareers.DuringtheKeynotepresentationlastmonthonAgileQAmethods,Iwasremindedhowwecanalwayslearnnewthingstoenhanceourcareers.

Maintain a healthy network

ThisisthebestwayIknowforfindingajob,aswellaskeepingyoumarketvalue.Networkingallowsyoutomakenewcontacts,learnaboutevents,andkeepupwithemergingtrendsintheprofession.Anotherkeybenefitisthechancetohelpothersinyournetwork.ThePortlandChapterhasmonthlyChapterdinners,monthlyroundtablemeetings,andnetworkingeventstoprovidenetworkingopportunitiesforourmembers.

Gaining new knowledge and skills

Learningisalifelongpursuitformanypeople,theeffectonone’scurrentpositionandfuturecareerplansisobvious.MembershipinPMIprovidesmanyoptionsforus.ThePMOKguideisavailabletoallmemberson-line,therearewebinarsandpresentationsavailable,andthePortlandChapteroffersworkshopsandothertrainingeventsthroughouttheyear.

ObtainingnewCertificationsandCredentials

ItisveryclearthePMPisasignificantadditiontoaPM’sresume,inmanyinstancesitnowtrumpsaddinganMBA.ThereareseveralcredentialsavailablefromPMI,thenewestarearoundAgilepractices:

• CertifiedAssociateinProjectManagement(CAPM)®• ProjectManagementProfessional(PMP)®• ProgramManagementProfessional(PgMP)®• PMIAgileCertifiedPractitioner(PMI-ACP)®

• PMIRiskManagementProfessional(PMI-RMP)®• PMISchedulingProfessional(PMI-SP)®

ThePortlandChapterhasalsoheldclassesforCertifiedScrumMaster,andisalwayslookingfornewandrelevanttrainingclasses.

Iwouldliketowelcomeournewmembers,andsaythankyoutoourmemberswhohaverenewed.ForournewMembers,IhopeyoutakeadvantageofallthebenefitsyourPMIandPMIPortlandChapterhavetooffer.Forrenewingmembers,perhapsthisisagoodtimetotakeadvantageofabenefitoractivityyoudidnotuselastyear(e.g.attendaRoundtablesession).

Steve Thornton President, PMI Portland Chapter

President’s LetterWe Still Need Your Input

Thankstothosewhohavefilledoutthenewslettersurvey.Forthosewhohavenotfilledoutthesurvey,thereisstilltime.ThesurveywillbeavailableuntilNovember30.Clickheretovoiceyouropinions.

Fromtheresultssofar,thereisinterestinemploymenttrendsforprojectmanagers.

Ifyouorsomeoneyouhasexpertiseinthethingsemployersarelookingforinprojectmanagers,[email protected].

Iamalwaysopentoanyfeedback,suggestionsorsubmissionstothenewsletter.Remember,thisisyournewsletter.

Ilookforwardtohearingfromyou.

Laura Sakaguchi, CAPM Newsletter Director

Newsletter Director’s Letter













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Board of DirectorsTheBoardofDirectorswantstohearfromyou.Clickonthelinktosendthemanemail.

President [email protected]

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VP Finance JeffHenderson,[email protected]

VP at Large RobertBondaruk,[email protected]

VP MarketingDaveMolinari,[email protected]

VP MembershipKarelRasovsky,[email protected]

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VP ProgramsChristiLoya,MBA,[email protected]

Sponsor an eventBecomingaPMIPortlandChapterSponsorisanexcellentwaytogetinfrontofour4000+audience.SponsorshipgivesyourcompanyalivepresenceatPMIPortlandChaptereventsandavisualpresenceonthewebsiteandinthenewsletter.ContactourDirectorofSponsorServicesatsponsor_programs@pmi-portland.org.

Speak at an eventIfyouwouldliketospeakataChaptermeetingcontactspeaker@pmi-portland.org.IfyouwouldliketopresentaworkshopforthePMIPortlandChapter,[email protected].

Submit an article Writeanarticleorbookreviewforthenewsletter.YoucanearnPDUs!Clickherefordetailsorcontactnewsletter@pmi-portland.org.

Quick Links JoinPMIandthePortlandChapterEventCalendarChapterBrochureChapterBylawsPMIPortlandEditorialPolicyNewsletterArchive

MissionTopromotetheprofessionofProjectManagementbycreatingacultureandcommunitythatfacilitatesprofessionalgrowththrougheducationandvolunteerism.

VisionTobetheinnovativeleaderintheregionforadvancingprojectmanagement,makingindividualsandorganizationsmoresuccessful.Wearearesponsiveandcollaborativecenterofexcellencepromotingethics,quality,knowledge,skills,integrity,andleadership.



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