20. July 2020 ǀ Munich Ismaning
“maiMethod”: maihiro’s project methodology advocates an agile and flexible framework
Markus Fortak, Business & Technology Integration Manager bei maihiro - Part of Accenture, explains in this interview why the right project methodology is crucial for the successful implementation and use of CX projects.
What role does the right methodology play in CX projects?
Markus Fortak: The fact is, having the right project methodology for the customer determines the success of CX projects. By using the ‘maiMethod,’
we have developed a process tailored to our customers.
In our opinion, the methodology in implementation projects is just as important as the professional and technical expertise in their execution.
Our many years of project experience have shown that existing frameworks based on waterfall or agile project methodology are only suitable to a limited extent, as they essentially come from software development and do not sufficiently take into account specific requirements in the introduction of standard software.
What does that mean in practice?
Markus Fortak: When implementing CX systems, it’s essential to take a comprehensive look at all the stakeholders. In practice, it is unfortunately often the case that the department that ultimately uses the systems in operations receives too little attention.
We reach out to the department at a very early stage and work together on the design, implementation, and review of processes related to new technologies in order to make them tangible from the very beginning (keyword ‘experience’). This ensures that future users are involved in the implementation process and accept the new system much better and faster.
The initial successes are quickly within reach and motivating. For this reason, an essential part of the ‘maiMethod’ is the active involvement of the department in workshops and during implementation as part of tests and knowledge transfers.
What are the typical challenges customers face?
Markus Fortak: There are many challenges. Modern CX applications offer a potpourri of features but often lack a ‘compass,’ i.e., guidance in developing your own ideas and solutions. The result is that users are not even aware of the potential inherent in the system, and therefore only a minimal process is actively used in the system.
In the implementation phase, in particular, it is important to present the customer with additional, exciting processes that provide noticeable added value. As part of a CX implementation project, for example, we were not only able to digitize and automate the manual offline mailing of brochures in marketing but also to provide the end customer with this information at the right moment in terms of the customer journey and not, as before, at fixed mailing dates in the calendar year.
Once again, it should be underscored that the department must be involved in the project from the very beginning. It is only then that interrelationships are clearly listed and systems can be used efficiently and expediently. The example shows that a certain curiosity for process improvement must be developed together to make the difference.”
Are there also typical challenges in project cooperation?
Markus Fortak: Yes, especially when it comes to expectations management. Instead of making unrealistic, colorful promises, we focus on a joint, iterative process to achieve the best project results. Especially in the CX environment, it is important to approach your own solution based on experience and best practices (evolution, not revolution).
We are aware that stakeholders have different expectations. We marry these expectations with a view of the big picture, but we already want to make tangible improvements in operational issues. Our ‘maiMethod’ supports this comprehensive process
To what extent does the “maiMethod” differ from other methodologies?
Markus Fortak: Our ‘maiMethod’ methodology is an iterative, incremental approach and is based on work and implementation steps developed specifically for our customers. We primarily rely on a variety of tools and are not rigidly bound to one approach and its set of rules.
The ‘maiMethod’ provides support in every phase by way of methodical, professional, and technical best practices. Our focus is on the big picture and combines processes, organization, technology, strategy, and human aspects.
The phases of the partially agile project methodology "maiMethod"
By getting key stakeholders involved at an early stage and working closely together with our expert teams and our customers, we are able to successfully implement projects using our specially developed framework.
Autor: Verena Holzgreve ǀ 20. July 2020 ǀ München Ismaning
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