Enhancing client experience in engineering & construction Part 1

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Information about Enhancing client experience in engineering & construction Part 1
Business & Mgmt

Published on February 26, 2014

Author: optumplus

Source: slideshare.net

Description

Unprecedented Worldwide growth in Civil & Infrastructure markets
Client drivers different as scenario is different from the status quo

Industry needs to disrupt through Innovation
Changing our Thinking to determine a changed Outcome

Requiring a shifting mindset to create new methodologies:

Design with the end in mind
Delivery structured correctly and Implemented early
Innovative execution strategies are required in the front end
Early definition and engineering integration to enable modularization

Enhancing Client Experience in Engineering & Construction + OPTUM Delivery Solutions Integrated Project ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through

Integrated Project Delivery Solutions OPTUM+ Established in 2002 SERVICES Program Management Project management Transition Management Contract Management Integrated Design Management Workplace Envisioning Integrated Project Delivery Innovator Applying knowledge, skills, resources and processes To exceed stakeholder needs and expectations “As our namesake Optum+ suggests, we have set out on to create value by optimizing project delivery. It's going to be an interesting journey.” – Philip Thomas Optumplus ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Management Consultants Project Consulting

Enhancing Client Experience in Engineering & Construction CONTENTS Enhancing Client Experience in Engineering & Construction Part 2: The Delivery Integrated Project Delivery Solutions “There is nothing so practical as a good theory. A good theory confirms the conventional wisdom that "less is more." A good theory does less because it does not tell people what to do. At the same time, it does a lot more because it helps people organize what they know and uncover what they do not know. A good theory gives people the tools to discover what is best for them.” Adam M. Brandenburger and Barry J. Nalebuff in The Added-Value Theory of Business ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Part 1: The Pitch

Enhancing Client Experience in Engineering & Construction PART 1: THE PITCH Enhancing Client Experience in Engineering & Construction “For chief executives, the important questions to ask are: What is your added value? Where does it come from? And how can you make it bigger, much bigger?” Adam M. Brandenburger and Barry J. Nalebuff in The Added-Value Theory of Business ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Part 1: The Pitch

Enhancing Client Experience in Engineering & Construction DEFINITION a particular instance of personally encountering or undergoing something: business experience. Philosophy the totality of the cognitions given by perception; all that is perceived, understood, and remembered. definition of experience by Dictionary.com “Our DNA is as a consumer company - for that individual customer who's voting thumbs up or thumbs down. That's who we think about. And we think that our job is to take responsibility for the complete user experience. And if it's not up to par, it's our fault, plain and simply.” Late Steve Jobs – Apple Corporation ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Dictionary ex·pe·ri·ence [ik-speer-ee-uhns] noun

Enhancing Client Experience in Engineering & Construction WHY: EXPERIENCE On how it WENT well OR How it did NOT go well Our reputation with a client is only as good as the last project So We have to: Enhance our client experience Innovate our experience delivery "Experience innovation will be a crucial component for companies seeking to remain relevant and retain customer loyalty.” Rick Wise, CEO of Lippincott in Fast Company ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Client always remembers the last project

Enhancing Client Experience in Engineering & Construction VALUE PROPOSITION definition of experience by Wikipedia.com To DO things differently: to build deeper relationships with our clients to bring our own ideas to the table to share in the inherent risks of innovative project delivery & in the potential rewards Enabling our clients to focus on their core strengths "Strategy is based on a differentiated customer value proposition. Satisfying customers is the source of sustainable value creation - Kaplan & Norton ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Definition A value proposition is a promise of value to be delivered and a belief from the customer that value will be experienced.

Enhancing Client Experience in Engineering & Construction WORK & RESPOND We want to work with clients: Enablers Experienced Thinkers to meet those challenges with innovative solutions to deliver EPCM projects Responding to the changing project context with new ideas not only in the delivery of Design Engineering Construction elements itself, but in how we engage our clients “A corporation is a living organism; it has to continue to shed its skin. Methods have to change. Focus has to change. Values have to change. The sum total of those changes is transformation.” Andrew Grove. Intel ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Who have interesting new project delivery challenges, clients who seek:

Enhancing Client Experience in Engineering & Construction CREATE EXPERIENCES Those that are good experiences for our clients To create individual project delivery experiences we have to: Envision delivery systems for each construction elements & Create new possibilities of delivery within those systems New possibilities of delivery in Design, engineering, procurement and construction (EPC) elements “We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos Amazon ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through The most interesting project delivery are:

Enhancing Client Experience in Engineering & Construction EXPERIENCED THINKING Our long industry experience Our process of thinking that offers the best of both aspiration and pragmatism The experience and the tests we faced in our past projects have: Created experience that leads to effectiveness Enhanced daily by new learning “These days, the most powerful insights often come from the most unexpected places – the hidden genius locked inside your company, the collective genius of customers, suppliers, and other smart people who would be eager to teach you what they know if you simply asked for their insights…Nobody alone learns as quickly as everybody together. “ Bill Taylor, cofounder of Fast Company magazine, HBR blog: Are You Learning as Fast as the World is Changing ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Expertise in solving project complexity comes through:

Enhancing Client Experience in Engineering & Construction CREATING VALUE Assist clients to stay competitive advise and recommend proven delivery and solutions We explore possibilities and constraints Inherent in: Traditional project delivery systems Methodology situations toward better Design Engineering Construction project delivery “Creating value is an inherently cooperative process, capturing value is inherently competitive.” Barry J. Nalebuff - Milton Steinbach Professor of Management at Yale School of Management ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through By navigating the intent of the project objectives through the project lifecycle

Enhancing Client Experience in Engineering & Construction RESOLVING > MEETING Resolving issue in project delivery: Meeting Commitments: Meeting clients business objectives Improve project overall NPV - Net Present Value Reduce financial cost of project delivery Meet the ROI of the business objectives of our client firm Shortest time to market for client product or services "Four decades of international Architectural, Engineering, and Contractor (AEC) industry publications reinforce poor communication and information transmission; coordination; and teamwork issues, are the cause of countless performance problems on numerous AEC projects.” AEC INDUSTRY CULTURE: A NEED FOR CHANGE A Weippert & S. L. Kajewski Queensland University of Technology, Brisbane, Australia ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Too many layer of owner construction management Cost Influence lost after design/engineering stage Innumerable bid cycles & multiple construction silos Layer of subcontractors creating multiple silos Risk/contingency premium when risk carried by contractor Inconsistent safety & quality

Enhancing Client Experience in Engineering & Construction ADDRESSING > CLIENT DRIVER Address client drivers: Reduced capital COST Maximize labour PRODUCTIVITY Create efficiencies through STANDARDIZATION Increase CONSTRUCTABILITY Improved predictability of project EXECUTION Improved predictability of project RISK Reduced project TIMELINE Improved SAFETY & QUALITY Lower Environmental/Socioeconomic IMPACT “Under relentless pressure to control costs, companies in resources industries ranging from oil and gas to mining, chemicals and utilities are relying more than ever on outside providers to upgrade and maintain their critical production facilities and assets. But the management of contractors is not getting any easier, compelling companies to adopt a more rigorous approach.” Building Contractor Management Excellence. Accenture ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Enables client to focus on CORE business Fewer interfaces for Client to MANAGE

Integrated Approach to Engineering & Construction SUMMARY Unprecedented Worldwide growth in Civil & Infrastructure markets Industry needs to disrupt through Innovation Changing our Thinking to determine a changed Outcome Requiring a shifting mindset to create new methodologies: Design with the end in mind Delivery structured correctly and Implemented early Innovative execution strategies are required in the front end Early definition and engineering integration to enable modularization Real competitive advantage is your people using their ingenuity to save your customers time or money, solve a problem, or make them feel good.” - Anne C. Graham - Managing Director, The Legendary Value Institute ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Client drivers different as scenario is different from the status quo

Integrated Project Delivery Solutions Consulting: www.optumplus.com Experienced Thinking: www.smartwerke.com Conversation: www.thinkworkplace.com Email: philipthomas@optumplus.com ANOPTUMPLUSOptimized ProjectTION PRESENT Delivery A Creating Value through Profile http://ca.linkedin.com/in/philthom77/

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