Expectations Management - Project Scoping and Contracts

Successful web development projects are a direct result of properly establishing internal and external stakeholder expectations. The art of properly setting and managing expectations is based on strong communication and a focus on collaboration.

In this presentation we’ll provide a roadmap for managing expectations through scope definition and contract negotiations. We’ll then illustrate how this initial work lays the foundation for executing the remainder of the project.

Transcript

1. wordcamp san diego 2015 EXPECTATIONS MANAGEMENT
2. CEO PRESIDENT THE BIG DOGS PRESENTERS @karimmarucchi KARIM MARUCCHI REBECCA GILL @rebeccagill
3. “Exceed your customer’s expectations. If you do, they’ll come back over and over.” – Sam Walton
4. START AND FINISH A PROJECT WITH SOLID EXPECTATIONS MANAGEMENT THIS MEANS INCLUDING STRONG SCOPING AND CONTRACTS SUCCESSFUL ENGAGEMENTS #WCSD - @KarimMarucchi @RebeccaGill
5. “The first step in exceeding your customer's expectations is to know those expectations.” – Roy Williams
6. CLEARLY DEFINED EXPECTATIONS WILL PREVENT ISSUES LATER AND ESTABLISH A PATH FOR SUCCESS SET EXPECTATIONS EARLY #WCSD - @KarimMarucchi @RebeccaGill
7. 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
8. EACH CLIENT IS UNIQUE UNDERSTANDING AND ADAPTING TO THEIR NEEDS IS CRITICAL IDENTIFY YOUR CLIENT’S NEEDS #WCSD - @KarimMarucchi @RebeccaGill
9. 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
10. 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
11. 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
12. VERIFY YOUR CONTRACT VERBIAGE MATCHES YOUR DEVELOPMENT PROCESS AND YOUR TEAM’S SKILL-SET CONTRACT VERBIAGE AND PROCESS MUST ALIGN #WCSD - @KarimMarucchi @RebeccaGill
13. DON’T START WORK UNTIL THE CONTRACT IS SIGNED OR A VALID PURCHASE ORDER IS IN HAND SIGNATURES BEFORE WORK #WCSD - @KarimMarucchi @RebeccaGill
14. COMMUNICATION IS PROPORTIONATE TO CLIENT HAPPINESS AND OVERALL PROJECT SUCCESS ONGOING COMMUNICATION IS CRITICAL #WCSD - @KarimMarucchi @RebeccaGill
15. 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)
16. 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
17. 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
18. HOW CAN WE HELP IMPROVE YOUR SCOPING AND CONTRACT PROCESS? QUESTIONS? #WCSD - @KarimMarucchi @RebeccaGill
19. SINCERELY - THE BIG DOGS THANKS FOR LISTENING @KARIMMARUCCHI @REBECCAGILL