DO YOU GET WHAT YOU NEED A Discussion

Is there a Communication Gap? PMI-LIC April 13, 2005 2 © 2005 Total Systems

Why Does This Gap Exist? PMI-LIC April 13, 2005 3 © 2005 Total Systems

Why Does This Gap Exist? Ø Business language or technical language? Ø Right people,

Data Gathering Techniques Ø Content analysis Ø Interactive interview Ø Written questionnaire Ø Observation

Data Gathering Techniques Select the method(s) that are right for the audience Client Organization

Content Analysis Ø The way things are “supposed” to be Ø Reality Ø Current

Interactive Interview Ø Who and why Ø Topic flow Ø Questions Ø Location Ø

Written Questionnaire Ø Large population Ø Short time – low budget Ø Allows for

Observation Ø Operational vs. factual data Ø Process oriented Ø Time consuming Ø Hawthorne

Facilitated Cross Functional Meeting Ø To get the right people in one room =

Cross Functional Process Map Ø A flow chart of a process that also shows

Cross Functional Process Map PMI-LIC April 13, 2005 13 © 2005 Total Systems Education,

Exercise PMI-LIC April 13, 2005 14 © 2005 Total Systems Education, LTD. ALL RIGHTS

Why Do We Need To Worry About It? Because no truer words were ever

Total Systems Education, Ltd. Our History Spans Many Years of Experience and Proven Quality

Without reservation, we are proud to have anyone speak with any of our clients!

Some of our Clients include: • • • • • • • 1 -800

Total Systems is proud to be a PMI® Global R. E. P. The Project

Total Systems continues to offer training around the world. Frequently, our clients ask us

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DO YOU GET WHAT YOU NEED? A Discussion on Getting Good Project Requirements Presented by Robert Maiale, PMP Total Systems Education, Ltd. www. totalsystemseducation. com PMI-LIC April 13, 2005 631 -584 -4437 1 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Data Gathering Techniques Ø Content analysis Ø Interactive interview Ø Written questionnaire Ø Observation Ø Facilitated cross functional meeting PMI-LIC April 13, 2005 5 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Data Gathering Techniques Select the method(s) that are right for the audience Client Organization Senior Management PMI-LIC April 13, 2005 Middle Management Supervisors 6 Associates © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Written Questionnaire Ø Large population Ø Short time – low budget Ø Allows for statistical analysis Ø Questionable quality and quantity PMI-LIC April 13, 2005 9 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Facilitated Cross Functional Meeting Ø To get the right people in one room = synergy Ø An accelerated process = cost effective Ø It’s the ideal brainstorming setting Ø Desired high-level functionality of new products and/or processes Ø Outputs: üAs is state üTo be state üCross functional process maps PMI-LIC April 13, 2005 11 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Cross Functional Process Map Ø A flow chart of a process that also shows WHO performs each process step. Ø A great tool to have the team identify the As-Is and To. Be states, and jointly see the good, the bad and the disconnects. PMI-LIC April 13, 2005 12 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Total Systems Education, Ltd. Our History Spans Many Years of Experience and Proven Quality Performance Total Systems has intentionally remained small with a staff of seven full-time professional instructors/developers. Frank Clemente started the business in 1979. Since that time: We have worked with hundreds of organizations; We have successfully presented thousands of in-house seminars; We have successfully trained thousands of participants of various job levels, senior, technical, professional and clerical; and, In our 25+ years We have a 100% repeat business record! PMI-LIC April 13, 2005 16 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Without reservation, we are proud to have anyone speak with any of our clients! Our efforts and expertise are directed in four areas: Project Management (Technical and Non-Technical); Business Analysis and the CMM (Capability Maturity Model); Testing; and Client/Business User Training. Although headquartered in New York, Total Systems is truly global. Frank, Gary Schmitz, Robert Maiale, Stephen Campitelli, Matina Samartzi, Curtis Davis, David Clemente and John Samouelides have taught and consulted throughout the United States, Canada, Europe, Asia, Latin and South America and Australia. Based upon client needs, our first European office was added during 2004. PMI-LIC April 13, 2005 17 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Some of our Clients include: • • • • • • • 1 -800 Flowers Alpha Bank, S. A. American Express American International Group (AIG) AT&T AVON Bank of New York Bear Stearns Bertelsmann A. G. Chase Cardmember Services J. P. Morgan Chase Citibank & Citigroup Citi. Mortgage Coca Cola Computer Associates Consolidated Edison of New York Depository Trust Company (DTCC) EFG Eurobank-Ergasias Ever. Bank Exelon Gartner Group HBO Hellenic Bank Association Henry Schein I. E. E. E. John F. Kennedy Space Center • • • • • • • PMI-LIC April 13, 2005 18 Kraft Foods Longaberger Master. Card International Merrill Lynch Met. Life Montefiore Medical Center Motorola New York Life Nestle Hellas S. A. Pepsi. Co Bottling Perot Systems Polo - Ralph Lauren Prudential & Prudential Securities PSE&G of New Jersey Quill Saudi American Bank Shinsei Bank Smith Barney Staples Southern Company Services UBS United States Army United States Department of Agriculture Verizon Viacom Wachovia © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Total Systems is proud to be a PMI® Global R. E. P. The Project Management Institute is the largest Project Management Association in the world, with 150, 000 members in 150 countries. All of TSE instructors have been certified by PMI® as Project Management Professionals, PMPs, and Frank Clemente is also a member of the Board of Directors of the PMI Long Island, New York Chapter. These distinctions and close ties to PMI afford our clients and class participants the ability to learn Project Management concepts, tools and techniques, using the most up to date best practices from around across the globe. Certified by PMI as a Global Registered Education Provider, R. E. P. , Total Systems awards PDUs (Professional Development Units) to class participants involved in the PMP program. Total Systems is proud to be a Certified Training Provider of PIE ®. As required by New York State’s Continuing Professional Competency program (CPC), prior to renewing his or her license, every Professional Engineer (PE) is required to have 36 Professional Development Hours (PDHs) of training. We are proud to say that our PROJECT PLANNING AND CONTROL (The Foundations of Project Management) workshop has been certified by the Practicing Institute of Engineers. Participant PEs are awarded 24 PDHs! PMI-LIC April 13, 2005 19 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED

Total Systems continues to offer training around the world. Frequently, our clients ask us to travel and teach at sites beyond their headquarters. Our team has the proven ability to deliver consistent content, message and process, while employing teaching styles compatible with our diverse customer base. Our courseware and delivery methods represent the multicultural and international nature of projects today. Through continued ‘word of mouth’ referrals, this experience has grown our international training to include non-US based organizations. In many cases our clients look to us to provide their staff with the world’s best methods of Project Management and project development available today. In most cases, our training is done in English, but for sites with limited English fluency, we teach with simultaneous translators. A consistent message, consistently! Whether projects are small within a single department, or large, cross-functional and mission critical, structure and consistency are critical for success. The handson training provided by Total Systems Education, Ltd. enables our participants to quickly learn the tools and techniques needed to successfully apply the best practices of Project Management and technology development available today. When requested, we customize our delivery to match the specific needs of our client by including internal methodologies, language and/or process. This flexibility enables our team to deliver our client’s message consistently, anywhere in the world. PMI-LIC April 13, 2005 20 © 2005 Total Systems Education, LTD. ALL RIGHTS RESERVED