Expectations Management - Project Scoping and Contracts

wordcamp san diego 2015

EXPECTATIONS MANAGEMENT

CEO PRESIDENT

THE BIG DOGS PRESENTERS

@karimmarucchi

KARIM MARUCCHI REBECCA GILL

@rebeccagill

“Exceed your customer’s expectations. If you do, they’ll come back over and over.”

– Sam Walton

START AND FINISH A PROJECT WITH SOLID EXPECTATIONS MANAGEMENT THIS MEANS INCLUDING STRONG SCOPING AND CONTRACTS

SUCCESSFUL ENGAGEMENTS

#WCSD - @KarimMarucchi @RebeccaGill

“The first step in exceeding your customer's expectations is to

know those expectations.”

– Roy Williams

CLEARLY DEFINED EXPECTATIONS WILL PREVENT ISSUES LATER AND ESTABLISH A PATH FOR SUCCESS

SET EXPECTATIONS EARLY

#WCSD - @KarimMarucchi @RebeccaGill

DEFINE WHO ARE YOU SELLING TO IN THE SALES PROCESS AND UNDERSTAND HOW THIS ALTERS YOUR IMPLEMENTATION

WHAT TYPE OF CLIENT IS IT?

SIMPLE COMPLEX AMATEUR

FINANCIAL RISK

FUNCTIONAL RISK

#WCSD - @KarimMarucchi @RebeccaGill

EACH CLIENT IS UNIQUE UNDERSTANDING AND ADAPTING TO THEIR NEEDS IS CRITICAL

IDENTIFY YOUR CLIENT’S NEEDS

#WCSD - @KarimMarucchi @RebeccaGill

DEFINE THE PROJECT SCOPE BASED ON THE TYPE OF CLIENT AND TYPE OF PROJECT

SELECT THE RIGHT PROCESS

#WCSD - @KarimMarucchi @RebeccaGill

SIMPLE PAID

DISCOVERY PHASE

TECHNOLOGY DRIVEN

SELECT THE RIGHT TYPE OF DOCUMENT TO ESTABLISH A BASELINE FOR EXPECTATIONS USE PROPER DOCUMENTATION

STATEMENT OF

WORK

MASTER SERVICE

AGREEMENT

PROPOSAL AND

CONTRACT

#WCSD - @KarimMarucchi @RebeccaGill

THE MORE YOU DOCUMENT AT PROJECT START, THE LESS YOU’LL DEBATE ABOUT LATER

AGREE TO AND DOCUMENT ALL PERTINENT ITEMS

MILESTONES WARRANTIES

EXPENSES

#WCSD - @KarimMarucchi @RebeccaGill

SCHEDULE

EXCLUSIONS PAYMENT MAINTENANCE CLIENT DELAYS

DELIVERABLES

VERIFY YOUR CONTRACT VERBIAGE MATCHES YOUR DEVELOPMENT PROCESS AND YOUR TEAM’S SKILL-SET

CONTRACT VERBIAGE AND PROCESS MUST ALIGN

#WCSD - @KarimMarucchi @RebeccaGill

DON’T START WORK UNTIL THE CONTRACT IS SIGNED OR A VALID PURCHASE ORDER IS IN HAND

SIGNATURES BEFORE WORK

#WCSD - @KarimMarucchi @RebeccaGill

COMMUNICATION IS PROPORTIONATE TO CLIENT HAPPINESS AND OVERALL PROJECT SUCCESS

ONGOING COMMUNICATION IS CRITICAL

#WCSD - @KarimMarucchi @RebeccaGill

SCOPE CREEP ISN’T ALL BAD

#WCSD - @KarimMarucchi @RebeccaGill

IT’S GREAT FOR REVENUE IF YOU REQUIRE CLIENTS TO APPROVE FORMAL CHANGE ORDERS

(ESTIMATES THAT DETAIL COST AND TIMING CHANGES WORK TOO)

CONTINUE TO ACTIVELY REACH OUT TO CLIENTS IF THEY GO DARK DOCUMENT ANY COMMUNICATION SO TIME DOESN’T WORK AGAINST YOU

MANAGE CLIENT DELAYS

#WCSD - @KarimMarucchi @RebeccaGill

LEARN FROM MISTAKES WITHIN YOUR SALES AND SCOPING PROCESS THOSE MISTAKES CAN BECOME YOUR BEST CONTRACT TERMS AND CONDITIONS

LESSONS LEARNED = HIGHER PROFIT MARGINS

#WCSD - @KarimMarucchi @RebeccaGill

HOW CAN WE HELP IMPROVE YOUR SCOPING AND CONTRACT PROCESS? QUESTIONS?

#WCSD - @KarimMarucchi @RebeccaGill

SINCERELY - THE BIG DOGS THANKS FOR LISTENING

@KARIMMARUCCHI @REBECCAGILL