Abstract
As project managers, we are trained in managing the golden triangle of Cost, Time, and Scope to deliver quality to the customer. However, there are variables that are outside our sphere of influence which might cause issues to escalate and derail our projects. Learning how to remain calm and manage escalations well, can mean the difference between a satisfied or frustrated customer, and can create a lasting impression on your organization and stakeholders.
What you will gain from this presentation:
1. Learn the essential skills for escalation management
2. Understand the different stages of an escalation and how to respond to each stage appropriately
3. How to turn an escalation around and even delight the customer at the end of it
About the speaker
Mr. Riju Mukhopadhyay is working as Vice President – Products and Engineering for SAP’s Cloud ERP unit at SAP SE’s global headquarters in Walldorf Germany. In his extensive career spanning more than 2 decades, he has led teams and driven strategic transformation programs for SAP with multi-million budgets including post merger integrations, productivity improvement initiatives, strategic customer implementations and has led strategy and operations for various business units of SAP including Engineering, Marketing, Sales and Finance. Currently, he is driving a global customer program for SAP S/4HANA Cloud Public Edition. He is an MBA from Mannheim Business School (Awarded Best in Class for EMBA ’22), alumnus of London Business School and Bangalore University. In his spare time, Riju is an avid musician and has founded several bands in India and Germany.