Project Management Playbook

To develop a project management (PM) playbook, client-side project playbook, and the related process documentation, tools, and training materials for managing software installations for a health plan software as a solution (SaaS) organization. The project’s goal was to help the Client align their project managers during the project execution phases, aid/increase client interactions, and reduce the number of project delays and client frustrations.

Conducted interviews with project management teams at all levels to better understand their current processes and frustrations, as well as a review of client feedback to help determine if any common themes were apparent. After analyzing the data, it was determined that a single project management approach/process managing projects would be beneficial, along with job aides that focused on increasing client interactions with their assigned project managers throughout each project phase.

Working with a Certified Project Manager, I created a project management (PM) playbook that outlined a full-cycle project covering each project step, the required documentation for each project phase, and the client interactions needed. To aid in those client interactions, a client-side project playbook was also created that aligned with the project manager’s guide and included what’s expected from them and what to expect from the Project manager before, during, and after each phase of the project. The client-side playbook could then be used during new client onboarding.

To close out the project, I created and conducted train-the-trainer sessions with the project team leads, who would then be able to train their team members on the new processes/documentation requirements.

The Client now has a project management process that all project managers can consistently execute, allowing for better new hire onboarding, improved communications between team members, and smoother project turnovers.

The Client-side playbook immediately improved client communications. It helped make their customers feel like they had a more active role in the software implementation process and provided a clear vision of the path to completion.