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Expectations Management PROJECT SCOPING & CONTRACTS
“Exceed your customer’s expectations. If you do, they’ll come back over and over.” –SamWalton
STARTANDFINISHAPROJECTWITHSOLIDEXPECTATIONSMANAGEMENT THISMEANSINCLUDINGSTRONGSCOPINGANDCONTRACTS SUCCESSFUL ENGAGEMENTS W...
“The first step in exceeding your customer's expectations is to know those expectations.” –RoyWilliams
CLEARLYDEFINEDEXPECTATIONSWILLPREVENTISSUESLATER ANDESTABLISHAPATHFORSUCCESS SET EXPECTATIONS EARLY Web Savvy Marketing & ...
DEFINEWHOAREYOUSELLINGTOINTHESALESPROCESS ANDUNDERSTANDHOWTHISALTERSYOURIMPLEMENTATION WHAT TYPE OF CLIENT IS IT? SIMPLE C...
EACHCLIENTISUNIQUE UNDERSTANDINGANDADAPTINGTOTHEIRNEEDSISCRITICAL IDENTIFY YOUR CLIENT’S NEEDS Web Savvy Marketing & iThem...
DEFINETHEPROJECTSCOPEBASEDONTHE TYPEOFCLIENTANDTYPEOFPROJECT SELECT THE RIGHT PROCESS SIMPLE PAID DISCOVERY PHASE TECHNOLO...
SELECTTHERIGHTTYPEOFDOCUMENTTOESTABLISHABASELINEFOREXPECTATIONS USE PROPER DOCUMENTATION STATEMENT OF WORK MASTER SERVICE ...
THEMOREYOUDOCUMENTATPROJECTSTART, THELESSYOU’LLDEBATEABOUTLATER AGREE TO AND DOCUMENT ALL PERTINENT ITEMS MILESTONES WARRA...
VERIFYYOURCONTRACTVERBIAGEMATCHES YOURDEVELOPMENTPROCESSANDYOURTEAM’SSKILL-SET CONTRACT VERBIAGE AND PROCESS MUST ALIGN We...
DON’TSTARTWORKUNTILTHECONTRACTISSIGNED ORAVALIDPURCHASEORDERISINHAND SIGNATURES BEFORE WORK Web Savvy Marketing & iThemes ...
COMMUNICATIONISPROPORTIONATETO CLIENTHAPPINESSANDOVERALLPROJECTSUCCESS ONGOING COMMUNICATION IS CRITICAL
SCOPE CREEP ISN’T ALL BAD IT’SGREATFORREVENUEIFYOUREQUIRECLIENTS TOAPPROVEFORMALCHANGEORDERS (ESTIMATESTHATDETAILCOSTANDTI...
CONTINUETOACTIVELYREACHOUTTOCLIENTSIFTHEYGODARK DOCUMENTANYCOMMUNICATIONSOTIMEDOESN’TWORKAGAINSTYOU MANAGE CLIENT DELAYS
LEARNFROMMISTAKESWITHINYOURSALESANDSCOPINGPROCESS THOSEMISTAKESCANBECOMEYOURBESTCONTRACTTERMSANDCONDITIONS LESSONS LEARNED...
HOWCANIHELPIMPROVEYOURSCOPINGANDCONTRACTPROCESS? QUESTIONS?
woof! THANKS FOR LISTENING Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved Rebecca Gill Web ...
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Project Scoping and Contracts

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A successful website project will start and finish with solid expectations management. The core function of establishing clear expectations is executing a strong process for project scoping. If the deliverables are clearly defined and they align with a formal contract and development plan, the client and developer are in sync and the project is on a path for success.

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Project Scoping and Contracts

  1. 1. Expectations Management PROJECT SCOPING & CONTRACTS
  2. 2. “Exceed your customer’s expectations. If you do, they’ll come back over and over.” –SamWalton
  3. 3. STARTANDFINISHAPROJECTWITHSOLIDEXPECTATIONSMANAGEMENT THISMEANSINCLUDINGSTRONGSCOPINGANDCONTRACTS SUCCESSFUL ENGAGEMENTS Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  4. 4. “The first step in exceeding your customer's expectations is to know those expectations.” –RoyWilliams
  5. 5. CLEARLYDEFINEDEXPECTATIONSWILLPREVENTISSUESLATER ANDESTABLISHAPATHFORSUCCESS SET EXPECTATIONS EARLY Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  6. 6. DEFINEWHOAREYOUSELLINGTOINTHESALESPROCESS ANDUNDERSTANDHOWTHISALTERSYOURIMPLEMENTATION WHAT TYPE OF CLIENT IS IT? SIMPLE COMPLEX AMATEUR FINANCIAL RISK FUNCTIONAL RISK Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  7. 7. EACHCLIENTISUNIQUE UNDERSTANDINGANDADAPTINGTOTHEIRNEEDSISCRITICAL IDENTIFY YOUR CLIENT’S NEEDS Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  8. 8. DEFINETHEPROJECTSCOPEBASEDONTHE TYPEOFCLIENTANDTYPEOFPROJECT SELECT THE RIGHT PROCESS SIMPLE PAID DISCOVERY PHASE TECHNOLOGY DRIVEN Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  9. 9. SELECTTHERIGHTTYPEOFDOCUMENTTOESTABLISHABASELINEFOREXPECTATIONS USE PROPER DOCUMENTATION STATEMENT OF WORK MASTER SERVICE AGREEMENT PROPOSAL AND CONTRACT Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  10. 10. THEMOREYOUDOCUMENTATPROJECTSTART, THELESSYOU’LLDEBATEABOUTLATER AGREE TO AND DOCUMENT ALL PERTINENT ITEMS MILESTONES WARRANTIES EXPENSES SCHEDULE EXCLUSIONS PAYMENT MAINTENANCECLIENT DELAYS DELIVERABLES Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  11. 11. VERIFYYOURCONTRACTVERBIAGEMATCHES YOURDEVELOPMENTPROCESSANDYOURTEAM’SSKILL-SET CONTRACT VERBIAGE AND PROCESS MUST ALIGN Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  12. 12. DON’TSTARTWORKUNTILTHECONTRACTISSIGNED ORAVALIDPURCHASEORDERISINHAND SIGNATURES BEFORE WORK Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  13. 13. COMMUNICATIONISPROPORTIONATETO CLIENTHAPPINESSANDOVERALLPROJECTSUCCESS ONGOING COMMUNICATION IS CRITICAL
  14. 14. SCOPE CREEP ISN’T ALL BAD IT’SGREATFORREVENUEIFYOUREQUIRECLIENTS TOAPPROVEFORMALCHANGEORDERS (ESTIMATESTHATDETAILCOSTANDTIMINGCHANGESWORKTOO) Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  15. 15. CONTINUETOACTIVELYREACHOUTTOCLIENTSIFTHEYGODARK DOCUMENTANYCOMMUNICATIONSOTIMEDOESN’TWORKAGAINSTYOU MANAGE CLIENT DELAYS
  16. 16. LEARNFROMMISTAKESWITHINYOURSALESANDSCOPINGPROCESS THOSEMISTAKESCANBECOMEYOURBESTCONTRACTTERMSANDCONDITIONS LESSONS LEARNED = HIGHER PROFIT MARGINS Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved
  17. 17. HOWCANIHELPIMPROVEYOURSCOPINGANDCONTRACTPROCESS? QUESTIONS?
  18. 18. woof! THANKS FOR LISTENING Web Savvy Marketing & iThemes Media LLC Copyright © 2016, All Rights Reserved Rebecca Gill Web Savvy Marketing Twitter: @rebeccagill

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