Certificate Authentication

1. Designing the experience in collaboration with the customer - introduction

• Points of contact in preparing an offer
• Understanding the customer - the right questions and creating a context of cooperation
• Voice of customer - customer's wishes and customer requirements
• Critical to Quality & business value - initial consensus in understanding what we offer
• How to ask questions and determine what is worth doing - features, check box ? product features or added value ?

2. Formulating the vision of the project

• Project goal and vision
• Tools and techniques for creating a product/project vision implementations: Canvas model - objectives, business value, benefits, costs

3. Effective communication- an introduction to aspects of effective communication

• Customer communication process
• Effective communication and feedback model in collaboration
• Thinking styles and action styles in interaction with customers
• Communication conflicts and communication between styles - Why do we not always understand customers and how to change?
• Tools and techniques for effective communication in customer interactions
• "In the customer's shoes"- "being in a different style of communication" - De Bono hats.

4. Identification of business value in interaction with the customer implementation project

• Who is the customer and why you should identify end users - personalization as a basis for understanding customer needs
• Identifying customer requirements based on goals and benefits
• Identifying customer requirements based on process - check lists
• Identification of customer requirements based on deliverables of the project - check lists
• Defining acceptance criteria - how do we know, that the customer's needs will be met - check lists
• Prioritization of customer requirements as a basis for effective organization of the implementation project

5. Project organization

• Planning the project organization structure - stages and products of project stages
• Planning work with business value, requirements, tasks

6. Decomposition of project deliverables, scheduling

• Decomposition of project products into tasks and creation of schedules

7. Project estimation and pricing

• Cost categories in IT projects
• ROI (return on investment) and TCO (total cost of maintenance)
• Charges in projects
• Estimation / pricing techniques

8. Preparation of materials for bid / contract / project - Project charter as an example of substantive input

9. Refinement - summary of the workshop

• workshop: summary of the training in the SSC formula using facilitation techniques
• Start - what I will implement as a new best practice
• Stop - what I will stop
• Continue - what I will continue to apply