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Delivering major programs requires a blend of strategic thinking, meticulous planning and the ability to address diverse challenges. For Herman Kao, ���سԹϺ���һ����������’ program manager in Hong Kong, success comes from aligning stakeholders around shared objectives, leveraging our program management frameworks and adopting innovative technologies to drive efficiency and improve outcomes.

In this Q&A, Herman highlights lessons learned, factors that contribute to program success and the steps required to deliver programs on time and within budget.

How are you solving our client’s biggest challenges?

I’m a program manager based in Hong Kong and my role involves working closely with local and global teams to achieve program objectives and deliver clients’ desired outcomes. We deliver programs across diverse end markets, addressing challenges that impact industries, clients and communities — such as rapid urbanization, aging infrastructure, climate change and the complexities of mega infrastructure projects.

More recently in Asia, I’ve had the opportunity to be involved in the Kuala Lumpur-Singapore High Speed Rail and Changi Airport Terminal 5 programs. 

What are the key insights from your program management experience?

1. Begin with the end in mind

Successful outcomes can mean different things for diverse program stakeholders. For some, it’s strict adherence to budgets and timelines; for others, it’s greater return on investments or meeting sustainability objectives. By identifying these success factors early, we can align stakeholders and shape our delivery framework accordingly.

2. Build a strong foundation based on partnership

The foundation of every successful partnership begins with listening and understanding their pain points. Open discussions to identify challenges, clarify desired outcomes and set delivery expectations help create a collaborative environment that fosters trust and alignment. This helps form the groundwork for a strong partnership and ensures everyone is working toward the same goals.

3. Customized program solutions

Every program is unique, and no two projects within the same portfolio are the same. That’s why it’s essential to develop tailored solutions based on each client's goals while aligning with broader program objectives. At the same time, the building blocks of every successful delivery remain the same — clear and effective communication, meticulous planning, risk management and a focus on stakeholder collaboration.

4. Continuous learning and innovation

Today’s programs, with their scale and complexity, require us to continuously test and accelerate ideas to improve efficiency and maximize outcomes. While every project is unique, the lessons from delivering global programs provide invaluable insights for clients and the broader industry. Staying ahead of industry trends, technology and innovative delivery models is important to consistently advance and shape the future of the industry. An example of this commitment is our collaboration with Crossrail Ltd. for the Elizabeth line, where we helped establish its innovation program, which facilitated the development — an industry-wide enterprise delivery model in the U.K. focused on delivering better outcomes.

Given the scale and complexity of major programs, what have been the biggest challenges in your role?

One key challenge is achieving standardization across multiple projects while ensuring that practices and processes remain consistent, efficient and aligned with the program’s objectives. We overcome this by developing tailored governance management frameworks, processes and toolkits for project stakeholders as part of the program initiation stage. 

Another challenge is aligning individual project goals and objectives with the overall program vision a task that is both critical and complex. A clear scope matrix and well-defined interface boundaries are essential to clarify responsibilities and avoid confusion among teams.

Additionally, developing an effective procurement and packaging strategy is crucial. Considerations include the number of contracts, package sizes, interface points and boundaries, timeframe for tender and market capacity.  This requires meticulous planning and communication to ensure that all components integrate seamlessly within the larger program framework.

Overcoming these challenges demands strong leadership, collaboration, and a clear focus on driving program success while ensuring all stakeholders remain aligned and engaged.

From your perspective, what are some of the key considerations that help drive successful programs?

1. Embrace a ’one team‘ approach: A fully integrated program management team within the client's office establishes a foundation of collaboration, alignment and efficiency. This framework enhances relationships and contributes to the program's success by ensuring that all efforts are cohesive and focused. By aligning all members toward  shared objectives, this synergy drives efficiency, fosters consistency across the program and ultimately leads to improved outcomes and a more effective partnership with the client.
2. Break down silos and hierarchies: Transparency and open communication are critical for effective decision-making and problem-solving. This helps teams address challenges more efficiently and capitalize on opportunities.
3. Bring the client along the journey: Actively involving the client at every stage fosters trust, collaboration and a shared commitment to success. By ensuring the client has a clear understanding of progress, challenges and decisions being made, the process becomes more collaborative and aligned with their goals.

What steps are taken to deliver a major program on time and on budget?

Delivering a major program on time and within budget requires a combination of robust governance, proactive monitoring and open communication. Key steps include:

• Implementing robust governance: Establishing governance across all project teams ensures consistency, accountability and transparency throughout the program lifecycle. A clear framework outlines roles, responsibilities and processes, enabling adherence to standards and best practices.
• Regular monitoring and reporting: Setting up mechanisms to track progress, manage risks and handle changes ensures that teams stay aligned with program goals and can address potential issues before they escalate.
• Fostering open communication: Encouraging collaboration among project teams, stakeholders and leadership ensures alignment with the program’s objectives and creates a shared understanding of goals.
• Establishing decision-making protocols: Defining clear decision-making processes and escalation paths enables prompt resolution of issues, helping maintain program momentum.
• Addressing issues openly: Openly acknowledging issues as they arise is vital for program success. Coupled with actionable mitigation plans, this approach maintains program momentum and strengthens stakeholder confidence.

What technologies or construction methods are emerging that will transform program delivery?

Digital twins represent the next technological frontier for optimizing projects and enhancing asset performance. These virtual representations of systems, processes and assets enable testing and improvement before construction while simulating scenarios to predict asset performance over time. We’re excited to continue to apply and advance our award-winning, digital twins capability, Replica, to help clients improve system design, optimize operations performance and reduce capital and operating costs.

In addition, Artificial intelligence (AI) is revolutionizing program management by analyzing complex datasets to uncover trends, optimize schedules, predict risks and support data-driven decision-making. AI-powered tools help our teams manage large-scale programs more efficiency,  providing deeper insights into cost implications, resource allocation and potential impacts to the program. 

Augmented reality (AR) and virtual reality (VR) are significantly improving design processes and construction workflows. AR enhances design visualization and real-time site inspections by overlaying digital information onto real-world environments, while VR enables immersive training, virtual walkthroughs, and better stakeholder collaboration. At ���سԹϺ���һ����������, we have developed, tested and implemented these technologies to streamline workflows, improve efficiency and enable smarter decision-making.

What is unique about ���سԹϺ���һ����������’ approach to program management and culture?

Our approach to program management is built on robust methodologies, a client-focused mindset and a culture of innovation and collaboration. We use proven project management methodologies and frameworks to ensure effective planning, execution and oversight of programs. Our commitment to best practices helps mitigate risks and optimize performance. 

We also prioritize building strong relationships with clients by understanding their unique needs and tailoring solutions to meet them. This focus on client-centric journey fosters trust, shared commitments and often leads to long-term partnerships. 

We encourage interdisciplinary collaboration, bringing together professionals from diverse backgrounds to address challenges and develop innovative solutions. This collaborative culture strengthens our problem-solving capabilities, fosters continuous improvement and equips our teams with the tools and knowledge they need to succeed in their roles.