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PMOfficers all rights reserved 2020-21
Webinars Series
The Magic of the PMO
Speaker
Carsten Ley
OKR | Project | Agile & Experience
Consultant | Keynote Speaker for
Engagement & Getting things done
Moderator: PMOfficers Associated Consultant
Date: Wednesday 22th of September 2021
Barcelona (Spain) 20.00 Local Time
Sponsored by
OBJECTIVE:
• PMO for idea & Action Management, Target
tracking by OKRs and strategic initiatives like
customer experience.
PMO can do much more than
projects to support your
organisation

2. Establish PMO -
beyond Project Management
Carsten Ley
August 2021

3. © 2019 Asia PMO
Asia PMO
2
Customer / Employee
Experience
Project / Agile
Management
Goal-setting by OKRs
Digital Transformation

4. © 2019 Asia PMO
Asia PMO – Team, Clients & Experiences
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Carsten Ley PMP - CCXP
OKR, CX & Project Consultant
carsten@asiapmo.com
(+84) 7 686 585 68
Web: asiapmo.com FB: facebook.com/AsiaPMO/ LinkedIn: linkedin.com/company/6575073 Instagram:instagram.com/asia_pmo
Bruce Butler - PMP
Business Transformation
Consultant
bruce@asiapmo.com

5. © 2019 Asia PMO
PMO Structure
4
Opportunities Pitfalls
PMO cannot
control IT
PM has no
team power
No Sponsor
roles
Clear Roles
& Functions
Steering &
Execution
Control &
Support
Top Management
Sponsor
Project
Manager
Depart
ment
Project
Staff
PMO
• Supportive
• Controlling
• Directive

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Functions of PMO
5
PMO
Monitor &
Control
Portfolio
Updates
on
Portfolio
Provide
Guidelines/
Templates
Train
Project
Teams
Manage
Large
Scale
Projects

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PMO Maturity Models
6

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PMO Maturity Models
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Opportunities Pitfalls

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PMO vs Operations
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Opportunities Pitfalls

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PMO Business Case:
- OKR Management
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OKR management evolution – Objectives & Key Result (& Actions)
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OKR management vs. KPIs
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Basics of OKRs
12 PMO

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Objectives & Key Results
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• Where do we want to go?
• What is the target next 3 – 6 month?
• What do we want to achieve?
• What is the desired outcome?
• Why do we have the objective?
PMO

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Action Planning
14
+ Execute, Monitor & Control
PMO

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Let us set up some OKRs (& Actions)
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I want to get fit
Lose 5 kg in 3 months
Finish a 5k run under 45 min
Do 50 planks at once
OKR
• Where do we want to go?
• What is the target?
Key Result
• What do we want to achieve?
• Why do we have the objective?
Actions
• How can we achieve this?
• Which actions do we take?
Go to gym daily
No carbs after 6 pm
Run every weekend
Increase Profit by
10%
Sell +10K items in quarter
Reduce costs 5% monthly
Win 5k new CUS in quarter
Hire 10 sales person
Run cost review & actions
Run +3 ads monthly

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PMO Business Case:
- CX Management
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Why Customer matters
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Come back
- More Sales
Recommend
- More Customer

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How to define Customer Experience
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how your customer feels & thinks about
every interaction with your product or
service
Customer Experience is….
Moments of Truth are….
The most important steps for buying or
satisfaction

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How to define Customer Experience
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every interaction or step the
customer take or can take
Touch Points are…
Pain Points are…
any touch point which is
perceived negative

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E-commerce customer journey – Good & Pain Points
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Discovery Research Purchase
Awaiting
Fulfillment
Delivery
After
Sales
Look & Feel
Categories
Promotions
Product details
Product options
Delivery time
Warranty /
Return / Refund
Address fields
Delivery options
Payment options
Notifications
Delivery timing
Rider behavior
Product check
@ door
Notifications
Verification calls
Rider
appointment
Pick-up
Notifications
Waiting time
Phone consulting

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CX Functions in Organizations
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• Customer fix
• Fix Issue /
Surprise
• Check
Feedback
• Mystery
Shopping
• Detailed
Research
• Root cause
Analysis
• Feedback &
Data
• Research
Discover
Under-
stand
Solve
Measure
PMO

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Please take
1 minute
& rate us:
Asia PMO
Experience Management
OKR, CX & Project Consultant
carsten@asiapmo.com
www.asiapmo.com / www.okrasia.com
(+84) 7 686 585 68
Carsten Ley

24. © 2019 Asia PMO
Thank you!
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