Leaders

Leadership and Vision Limited is delighted to present ‘Delivering Excellence For Your Organisation’ as part of it’s suite of training programmes and
seminars.

‘Delivering Excellence for Your Organisation’

Delivering Excellence is a ‘joined up thinking’ approach to delivering new initiatives within forward thinking organisations. The course introduces its delegates
to an end to end business based methodology which integrates all the different facets required to deliver a successful product or service. Product or Services
designed and delivered without an end to end view point invariably suffer from poor customer experience due to missing requirements, lack of metrics and
poor product performance amongst others. How many times have new initiatives been launched in your company that customer facing staff within your
organisation have no knowledge or understanding of? This course focuses on how to deliver with an end to end focus bringing together Organisation/People,
Business Process, Metrics, Technology /Systems and Information key to delivering a service focused proposition.

Course Objectives:

Delegates completing the course can expect to gain an understanding of Successful Product and Service Implementation Steps. This
includes: - competency in the processes, activities & functions - an awareness of the implementation considerations - insight into the
operational challenges, risks and critical success factors required for any new initiative.

Delegates will:

• Learn a structured method for implementing products/services ensuring its impact across the organisation and market is
understood and planned right from the onset – How do you get Key Stakeholders to ‘buy in’ to your initiative
• Learn to effectively document and communicate design requirements across an organization
• Develop facilitation tools/Techniques that can be applied to a broad range of initiatives and dazzle colleagues with effective and
fun ways to be creative.
• Learn how to lead new organizational initiatives successfully
• Learn how to align the various work streams involved in the delivery of a new product or service to ensure success
• Learn how to monitor and continuously improve a product or service offering to ensure it is bench-marked against world class
standards

For whom is this Course designed? This course is designed for middle to senior management executives in Product Development and
Management, Marketing, Human Resources, Procurement, Information Systems, Technology, Programme Management, Sales and
Customer Services.

Related Courses – Product Portfolio Strategy Development, Marketing Strategy and Performance, Marketing Processes and Governance,
Account Management, Process Development

Venue: Leadership Development Centre, 25B MacDonald Road Ikoyi - Lagos. 8752306, 7944208
Delivering Excellence Seminar Day 1
 Session Objectives
1 Course Introduction • Introduce course structure and
Tutors
• Delegates introduce themselves
their organisation and Job titles
• Outline house keeping rules
• Outline course ground rules
2 What is ‘Joined Up • Introduce the concept of Joined
thinking’? Up thinking and why it is
important in delivering Products
Overview of the e2e & Services
process (Lead 2 • Set the context for the
Cash, Trouble 2 methodology that will be
Resolve and Concept introduced
to Market)
3 Concept creation and • Introduce delegates to how
getting stakeholder make an initial assessment of a
‘Buy in’ new idea in terms of market
opportunity, strategic fit and
priority, commercial feasibility
and functionality required
4 Case study & • Apply the concepts discussed in
Presentations the morning into real life case
studies
• Get delegates to put a product
concept document together
using the template provided
Outcome Session Detail Timings
Delegates have an understanding of the Course Lead introduces the course 10.00 – 10.30 am
course structure and tutors structure and other delegates
Everyone knows each other Delegates introduce themselves
Delegates and tutors agree the ground
rules Course lead explains basic house
keeping
Course lead facilitates the agreement
on some basic ground rules
Delegates get an understanding of Course lead Introduces the concept 10.30 – 11.00am
joined up thinking and why it is of ‘joined up thinking’ using
important in delivering excellence PowerPoint slides
Delegates get an understanding of the Tutor leads and explains the E2E
context and scope of the course process overview and why it is
important to the methodology that
will be covered.
Tutor uses real life examples to
explain at a very high level how
strategy feeds into the ‘delivering
excellence’ methodology and why
governance is important.
Delegates are introduced to the
Roles RACI model (Responsibility,
Accountability, Consult and Inform)
Break (15mins)
PowerPoint on how to get 11.15 – 12.30pm
• Learn facilitation techniques stakeholder buy in presentation by
required to gather e2e requirements the Course Lead
at a high level
• Learn how to ensure the impact of
implementing the idea is thought
through and understood across the
organisation through the use of
impact assessments
• Learn how to present and
communicate the key points to gain
approval to move on to the next
phase
• Learn to identify the different roles
that need to be involved in this
process
• Delegates will learn how to get
stakeholder buy in for any new
product or service idea
• Learn how to produce a business
case
Lunch (30mins)
Delegates will create a Product Concept Delegates will work in teams to 1.00 – 3.30pm
Document using real life case studies create a Product Concept Document
Each team will present their product
concept to the whole class
Delivering Excellence Seminar Day 2

Session Objectives Outcome Session Detail Timings

1 Specify and Plan
• The Specify & Plan step is used
to make changes to existing
products or launch new
products, following a decision to
proceed reached during the
Concept phase which is part of
the Manage Portfolio Process
2 Design and • The objective of this part of the
Implement seminar is to introduce
delegates to design techniques
for the initiative ensuring it
aligns to the requirements
gathered.
Delegates will learn how to produce a PowerPoint presentation by course 10.00 – 11.00am
refined business case lead
Delegates will learn how to produce a
high level plan
Delegates will learn how to produce a
product definition document (PDS)
which will include all the detailed
requirements
Break (15 Mins)
Delegates will learn how to put an ‘as is’ PowerPoint presentation by the 11.15 – 12.30pm
and ‘to be’ design model together course lead
Ensure the ‘to be’ model is compliant
with the requirements
Delegates will learn how to put business
test plans together to ensure the
customer experience is thought through

Finally, delegates will learn how to

3 Guest Speaker
4 Case Study Delegates will design a business
solution for the case study presented
the previous day using the
techniques presented earlier in the
day
create a detailed project plan by
updating the high level project plan
Lunch (30mins)
Delegates will have a design for their
product (Lead to Cash and Trouble to
Resolve)
Delegates will put test scripts together
for their product
1.00 – 2.00 pm
Class will split into groups and work 2.00 – 3.30pm
on the product design and test
scripts. Note for the purpose of the
seminar, the scripts do not have to
be detailed

Delegates will present their design

5 Summary Summarize the principles learnt in A run through of the key principles Course tutor to present with 3.30 – 4.00pm
today’s seminar learnt PowerPoint Slides
Delivering Excellence Seminar Day 3

Session Objectives Outcome Session Detail Timings

1 Test & Trial During this phase the plans for testing and or Delegates will learn how to ensure the product PowerPoint presentation 10.00 – 11.00am
trial will be put into effect. Any customer being launched is fit for purpose. The criteria to be by course lead
(beta) trials which take place should used is all business
determine if the full proposition/product is of
value to the customer and is likely to produce Delegates will learn to link systems testing to
the predicted benefits for the business. Phase process testing – Business Readiness Testing
3 validates the product specifications have
been met.
Break (15mins)
2 Product Launch Delegates will learn how to put a check list of PowerPoint presentation 11.15 – 12.30pm
• The purpose of this phase is to launch
criteria together to ensure successful launch by course lead
the product after a successful trial.
During the phase the core project team
must confirm that all areas are ready to
launch. When confirmation is received,
the product will be launched, all
processes, systems and controls will be
made operational. Phase 4 commences
restricted customer deliveries and
transfer responsibility to operations &
lifecycle management.
Lunch 30mins
3 Manage Product Delegates will learn all the necessary criteria for PowerPoint presentation 1.00 – 2.00 pm
In-Life
• The Manage In-Life process exists to
managing a product in-life by course lead
allow organisations to maximize product
Delegates will learn how to move a product from
and related portfolio returns. It is
development into in-life and get the necessary
designed to ensure that a consistent
sign off to make it happen
Product Management approach is taken
Delegates will learn how to track and monitor all
to evaluate the need for, and recommend
the key KPIs
the approval of, product changes.
Product changes include; Pricing change;
Feature alteration; Channel or Segment
expansion; Product Withdrawal.
4 Case Study • Delegates will apply what they have Delegates will present their product to the class Guest speaker to present 2.00 – 3.30pm
learnt to the case study they have been and we will determine if the product will be a price to the team with the
working on success or not best product
Product will be assessed by the team
5 Summary &
Close
Trainer Profiles

Andrew Woodruff is a Sales & Marketing Professional with over 25 years experience gained in the UK and internationally across a range of business
large and small.

Starting out in London as a door-knocking and cold-calling salesman, initially selling computer consumables, Andrew progressed through the ranks becoming
a Corporate Account Director for Mercury Communications (a new competitor to the monopoly British Telecommunications) selling innovative and emerging
telecoms solutions into UK government departments. Mr Woodruff was responsible for leading the team that went on to win the GDN (Government Data
Network) in 1992.

This led to an international assignment in Hong Kong where Andrew led the development and rebuilding of the Corporate Sales Function in preparation for
oncoming market liberalisation. This included commission schemes, sales & business development training and development programmes, new trading
relationships with 3rd party vendors and so forth.

Following a career break in Zimbabwe where he built up a travel lodge business to popular acclaim, Mr Woodruff then joined Logica in the UK selling big
ticket IT solutions to British Telecom. In 2001 his team achieved £52.5M sales from just two projects.

After a period running the North European Sales Effort for ADC Software (3rd generation software billing solutions) Mr Woodruff set up his own company
called WebVideos which has been producing ground breaking website and video applications to both sell and deliver customer service. Customers include a
wide variety of small and large businesses.

Mr Woodruff brings a unique perspective on how to bring start-up energy to a corporate environment and get results fast!.

Tunde Adebayo has over twenty years experience in Telecoms, Gas and Electricity, and the Retail industries in the United Kingdom. He is the CEO of Tida
Services Limited, a UK based consultancy and a retained Principal Consultant for BT Tel-consult the Management consulting arm of BT Global Services. He
has led the delivery of cutting edge products for major Telecommunication providers in the UK and Nigeria – including a major Transformation project for MTN
Nigeria, the first fixed mobile product in the world for BT Retail, the first TV over Broadband product for BT Retail, the first Mobile Virtual Network Operator
(MVNO) in the UK called Virgin Mobile and more recently a Voice over IP (VOIP) product on the Playstation Portable (PSP) for Sony and BT to rival Skype.

Prior to setting up his own consultancy practice Mr Adebayo was the Head of Business Development at LogicaCMG, a management and technology
consultancy. He has also held senior positions with BT Retail, One2One (now T-Mobile), British Gas and London Electricity.

Mr Adebayo holds a Bachelor of Arts degree in Political Economy from University of Greenwich and a Masters degree in Information Systems and
Technology from City University, London. He is also the author of ‘The Knowledge Creating Organisation’ published in 2000. Mr Adebayo is also a visiting
lecturer at the University Of Greenwich Business School.
Mr Chike Okpaluba has over 10 years experience as a customer orientated solutions design and process transformation professional with business flair and
a proven track record in delivering high quality on time and to budget programmes. An acclaimed specialist and thought leader in convergence strategies and
technology, he has been involved in many of the most significant projects in the telephony and broadband industry. Mr Okpaluba has held senior consulting
and industry positions in leading companies such as LogicaCMG a leading management and technology consultancy, BT, Cable and Wireless, Vodafone, O2,
Virgin Media amongst numerous others.

An expert at shaping business strategies into pragmatic program plans, he has substantial hands-on experience in systems and network architecture design,
operations and support as well as software development.

He holds a BSC in Economics and a Masters in Business Information Technology.