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Meeting customerexpectations - Seredyuk
 

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  • ЗИС 101А (1939 года выпуска) мог разгоняться до 160 км/ч
  • Specific :what, why, whoMeasurable:How much?, How many?Attainable: Goals must be realistic and attainable by normal teams. Not a hugeachivement.Relevant: goal must represent an objective toward which you are both willing and able to work.Time-bound: When: Establish a time frame.
  • Repeating, paraphrasing, reflectingFor example, if you sense the other person is tense and about to blow up, try to show a calm face by lowering the tone of your voice. Звязок - Your client should be extremely comfortable talking to you and providing you with their requirementsRemember, negotiation takes you to the future and pointing out the historical evidence does not always help.
  • Ensure common understanding - Кастомер може говорити про сервер а ви про клієнт
  • Потрібно говорити про причини – не було інтеграційного контролю, не було показано впливи замовнику, не було запитано про його рішення.
  • It can be easy to slip sometimes when your client says something like “So, do you think this new web design will bring me more online leads?”.Of course you’re tempted to say “Yes”.But don’t.Never break up promisesLike apple. They did not say what they do.Lastly, try to avoid ultimatums. Try not to say things like “I never miss a deadline”, “Business always goes up for my clients”, or “I always finish projects earlier than planned.”

Meeting customerexpectations - Seredyuk Meeting customerexpectations - Seredyuk Presentation Transcript

  • How to meet customer expectations
    Аудиторія: розробники, тімліди, керівники
    Ruslan, Seredyuk, 2011
    Ruslan.seredyuk@gmail.com
    1
  • Why projects fail?
    Poor communication
    Inadequate or vague requirements
    Scope creep
    Overruns of schedule and cost
    Meeting end user expectations
    2
  • Case #1. Internal projects
    3
  • Case #1. Internal projects
    No customer
    No sponsor, who is interested in
    Nobody knows
    Not a priority
    4
    Usually unsuccessful
  • Who is my Project Customer?
    Person who provides funding ???
    My boss ???
    Boss of my boss???
    “USERS” ???
    Jon Smith, accountant, 45 years old, USA ???
    James Anderson, manager, 30 years old, Canada ???
    5
  • Stakeholders
    Idea!!!
    YOUR BOSS
    Venture fond, sponsor’s boss, bank…
    Sponsor
    Your team
    Customers
    6
  • Customers Stakeholders expectations
    Financial interests (%)
    Glory
    New market
    Good history records
    Green buttons and 3D effects
    50% electricity saving
    Less human work, less mistakes
    DON’T BOTHER ME, JUST SEND A STATUS
    Make ALL people HAPPY
    7
  • What to do with this MESS Agenda
    Identify stakeholders
    Gather objectives, requirements, negotiate
    Get feedback
    Communicate
    Control scope, cost, time, quality
    Manage expectations
    Get acceptance
    8
  • Case #2. Small task for many people
    9
    Team did not identify stakeholders
  • Case #2. Small task for many people
    SYSTEM support portal:
    Mr. JOHNSON – Product manager of portal
    Ms. WILLIAMS – PM of SYSTEM
    Mr. JONES – BOSS of Mr. JOHNSON and person who pays for
    Mr. BROWN – assistant of the BOSS
    Mr. DAVIS – person who will use support portal
    10
    Team did not identify stakeholders
  • Identify stakeholders
    Ask your sponsor
    Look around, who may be affected by your project
    Prioritize stakeholders
    11
  • Stakeholder matrix
    12
  • 13
    Case#3. No objectives - no success
  • Case#3. No objectives - no success
    Manager: Why did you fire a previous manager
    Sponsor: Because he kept asking about objectives
    Manager: Why we are doing the project?
    Team: ………. But we have good performance
    Manager: We don’t know how to measure project success
    Sponsor: Delivering this product will be enough, let me worry about selling the value of it to my peers
    14
  • Objectives
    S
    M
    A
    R
    T
    Examples:
    MicroSWOT may want to achieve 50% data export performance increase by the end of the year.
    15
  • Common Challenges with Requirements
    Not thinking outside the box
    Customers change their mind
    Conflicting priorities
    Getting right SMEs
    Missing requirements
    Jumping to details too early
    Low understanding of the problem domain
    16
  • Oh…requirements
    Think in terms of people goals, needs, and motives
    Know the user, and you are not the user
    Pay attention to what users do, not what they say
    If the user can’t use it, it doesn’t work
    As far as the customer is concerned, the interface is the product.
    17
  • Gather requirements
    Interview
    Observation
    Prototype (IKIWISI)
    Brainstorming
    Mind maps
    Survey
    18
  • Negotiating
    Active Listening — A negotiator’s best tool
    Use the Power of Emotional Labeling
    Build rapport
    Use Effective Pauses and Open Ended Questions
    Become a Projective Thinker
    Create a Win-Win Situation
    19
  • Case#4. Straight wall
    20
    They did not tried to rephrase or ask …..
  • Case#4. Straight wall
    I wanted a straight wall
    It’s straight but not VERTICAL
    21
    They did not tried to rephrase or ask …..
  • Communication
    22
  • How to communicate
    Ensure common understanding
    Address concerns that have not become issues yet
    Clarifying and resolving issues that have been identified
    Report statuses
    23
  • Common communication mistakes
    Not asking people what information they need and when
    Not planning communication to all stakeholders
    Not using multiple methods of communication
    Not confirming if information was understood
    Not adjusting communication to each stakeholder
    24
  • Case#5. Why should I pay more?
    25
  • Case#5. Why should I pay more?
    26
    They didn’t notify him about changes to budget
    I have reviewed you plan (cost, schedule). I looks good. Lets start.
    1 week later
    Hi guys. I need to change THIS ONE IN THIS WAY
    3 weeks later
    Hi guys I ‘d like to change priorities. I need THIS feature in 1st release
    6 week later
    Hi guys , could you provide me cost performance report
    WHAAAAA?????
    There were changes to features not to COST
    OK. We have pulled our socks up.
    OK. We have changed the feature description
    OK. We have updated features list for v1.
    Yes. “100K by this date”
    You requested the changes……
  • Impact of control to customer expectations
    Customer expects you will control a project
    Customer expects , that you will handle changes
    Customer expects you let him know about influence on time, cost, schedule
    Customer DO NOT expect cost change even if some new features were added
    Customer DO NOT expect schedule change even if some new features were added
    27
  • How to control
    Evaluate impact
    Create options
    Get change approved with the team
    Get customer buy-in
    28
  • Manage expectations
    Don’t make puffed-up promises
    If promised – do that
    Under promise and over deliver
    Avoid ultimatums
    29
  • Acceptance
    Not accepted project is not successful project
    Verify scope as often as possible
    Ways:
    Do a demo
    Send screenshots for review
    Send results for review
    Prototypes
    30
  • Are your customers satisfied?
    YES
    If their expectations are met.
    31
  • Q&A
    32
    Ruslan.seredyuk@gmail.com
    http://seredyukr.wordpress.com/
    http://www.linkedin.com/in/rseredyuk