Program Management: What it is and why your company needs it

As a process-driven consultancy firm, fractional program management is one of our most frequently requested services. 

We have supported companies who need revamping of existing programs to optimize their delivery and we’ve supported companies who have yet to build a program and have started from a blank canvas. 

Why are so many companies requesting this? Let’s first start with understanding what program management is. 

A “program” within an organization is a collection of projects that align to a common business objective. Like project management, there are many moving parts, key tasks to be completed, and various stakeholders to work with. Unlike project management, program management is often an ongoing effort rather than a time-bound project. In fact, one of the most common follies we have seen with companies needing our support is when they have treated program management as a check-box item rather than an ongoing venture. 

A project may be integrating two key systems that will help a company effectively deliver customer onboarding. A program would be overseeing the entire customer onboarding process and making sure it’s a well-oiled machine, staying up-to-date with any organizational changes, and efficiently bringing in key stakeholders. 

Why is program management important? Whether the program you’re looking to drive is internal or external-facing, inefficiencies and gaps in operations are felt by your employees and your customers alike. Ever had that experience when you got through a sales process and were told you’ll hear from so-and-so shortly. You wait. Then you reach out to so-and-so directly only to be told they are the wrong person to contact? We have and it is just as painful for your teams internally as it is for your customers. It is one of the countless examples we’ve seen of signs that program management doesn’t exist or is not optimized. 

Strong program management also incorporates change management. It’s not just about imposing new processes and completing projects. It’s about understanding what’s needed, why, and how to effectively bring people along with any changes made. 

Program management also helps with risk mitigation. You can identify when something might not be aligned, where there are gaps in handoffs between teams, or where your customers’ experience might be impacted. 

Why do companies outsource program management? It’s hard to see the forest from the trees. Our clients that take advantage of this service want to allow their teams to focus on their day job and appreciate the outside perspective of a detail-oriented consultant who can see all the steps that would be needed to support a program and have creative solutions on how to optimize this. It allows you to focus on what you do best while making both internal and client-facing processes feel frictionless. 

If you are still curious about program management, reach out to us or leave a chat. The scope of program management can be broad, but the positive impacts of having the right program managers are felt acutely across your organization.