Better together collaboration workshop with the RACI Model

GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved.

Better TogetherCross-Team Collaboration & the RACI ModelChicago 2014

Manisha Gupta


Session Goal

3

CSO is ONE Team with MANY Strengths.

Establish a framework that enables each of us to work better together

Workshop:

Understand how RACI works

After Chicago:• Identify the critical activities for

Customer Success Organization• Extend the RACI Matrix for entire GPC

GPC Summit Paris 2014©2014 LinkedIn Corporation. All Rights Reserved. 4

Agenda

What is RACI? 15 min

Hands on work shop 25 min

Share your Learning's 15 min

Wrap up 5 min


Successful Collaboration Projects in NAMER


RACIA framework for creating collaborative Relationships

Responsible

• Who takes the action

• Person who completes a particular process/task or leads the person who completes the task

• Responsibility level is determined by individual who is “Accountable”

Accountable

• Person with decision Authority

• Only one A per activity

Consulted

• Kept “in the loop”

• Person consulted for input, information, insights and perspectives before a final decision is made

• Two way communication

Informed

• One way communication

• Normally after activity has been performed, or decision has been made


Developing the RACI MatrixA framework for creating collaborative Relationships

1. Clarity for most critical things – Not necessarily EVERYTHING we do

2. Directional Clarity – Not necessarily 100% accuracy

3. Due Diligence – not guess work

4. R and A is required for each activity. Only one accountability per activity

5. It takes a few iterations to get this right.


Developing the RACI MatrixHow it can help uncover a few opportunities….

A • Too many A’s = Need to understand better• No A = Big trouble = decision will be slow and work adhoc

R• No R’s = Is Anything being done ?• Lot’s of R = one person has too much work?• No R or A = Trouble• Too many R’s = Are we playing chinese whisper or pass the ball?

C and Is• Too many C’s = Opportunity for efficiency• Too many I’s = Opportunity for efficiency


Client Interaction Point

TC KPIs Key activity Tiers Accountable Responsible Consulted Informed Tools

Use Case/ CommentsAll activities captured across team/business

Who is accountable for this activity?

Who is responsible for doing this activity?

Who's point of view needs to be included?

Who just needs to know what is happening?

How to request/ track?

Jobs

Education All tiers Marketing Sales/ RPC TC TC Limited Listings, New features

Jobs Analytics (QBR) All tiers RPC Biz Analytics TC TC Jobs Dashboards

Presales All tiers Sales Sales TC / RPC Einstein request

Retention All tiers RPC RPC TC Merlin , Dashboards

Utilization Rate Utilization All tiers RPC TC TC go/jobsdashboardAttach Rate Automation All tiers TC TC RPC/ Sales ES SFDC report

Liquidity All tiers Products Products/ Marketing TC RPC/ ES Products Dashboards

Jobs Automation

Sales/ RPC Education All tiers TC Sales Effectiveness TC Einstein request

Customer Education

Utilization Rate Job Automation Analytics All tiers TC Sales Ops go/jobsdashboardWrapping, Distribution

Attachment Rate Presales All tiers TC Sales RPC Einstein request

Attachment Rate, SLA for onboarding

Post Sales Onboarding All tiers TC TC RPC/ Sales ESJW Implementation

request

Hand Over to ES TC TC ES RPC/ Sales Status = Live in SFDC

Post Go Live Support All tiers ES ES TC RPC/ Sales lcshelp / SFDC tracking Issue with the automation

Ongoing Account Management

All tiers TC RPC Sales ES TBD Utilization reduces for an existing account

Change Management All tiers TC TC RPC/ Sales ES/ RPC/ Sales TBDCustomer request a change in automation strategy, Request will come to TC through Sales or RPC

Integrations

Education All tiers TC RPC, Marketing BD, Products Einstein request Changes in API, New Parnerships etc

Presales All tiers TC RPC Marketing, BD Einstein request

Onboarding All tiers TC TC RPC/ Sales TBD

Post Go Live Support All tiers TC TC RPC/ Sales TBD

Change Management All tiers TC TC RPC/ Sales TBD

Example: Tech Consulting RACI (WIP)


Workshop


Each table is a team - with TC, CEC, RPC and CES representation

25 minutes

Workshop (25 min)– Review the Challenge – Review the RACI– Brainstorm a solution

2-3 teams will be asked to share their learning (15 min)– 1 speaker– 1 slide/ Poster sheet

Other share your findings in the Chatter group and email to Manisha

Workshop format


The RACI Challenge

12

Client Situation: 40 LinkedIn Recruiter Licenses ; recruiters are said to be overloaded 260 LinkedIn Job Slots :

180 posted via eQuest Job Distributor 80 posted manually.

One Gold Career Page for ACME Corporation with 150K+ followers. 10 Brands with each a company page and a silver career page affiliated to the ACME Corporation Page.

ACME use the ATS Taleo but we don’t know how many instances. ACME Career Site has >400 open positions that seems to include a few distinct brands. They have offices all over the world with majority of user in USA, a 2 member office in Dublin, 1 member in Canada, 1 in

Brazil and they are recently opened an office in Dubai

Your Challenge :• Identify Key Activities required for Discovery, Implementation, Account Management, Change

Management and support• Identify RACI for each activity to foster clarity with team and with Customers• Identify Handoffs for each step if any• Identify Key opportunities to drive Customer Success that will result in Upsell, Retention.


Workshop Results & ConclusionRPC-TC Collaboration Workshop


So whatHow will RACI make my life easier?

Clarifies roles and responsibilities - prevents conflicts and confusion between team members

Improves Team Communication:

Enables Effective Decisions Making: By identifying critical activities, RACI enables effective and faster decision making

The important thing is not to stop questioning. Curiosity has its reason for existence.

- Albert Einstein

Thank You

Leadership & Management

Better together collaboration workshop with the RACI Model