1) Work requests for clients were being poorly specified and delivered late due to being entered into the wrong category, circumventing the order system and overloading scheduled resources. 2) A template was developed through reviewing client needs, technical feasibility, and funding to generate statements of work with tentative and optimum timelines. 3) The final statement of work matched agreed upon hours, resources, deliverables, funding, and timelines between the client and delivery team.

1. Statementof Work template and process (Contract form)
Challenge:
Work requestsforclientswere of unacceptable quality andbeingdeliveredlate causingclient
dissatisfaction.
Actions:
1) A reviewshowedthatany addedwork was beingenteredintothe wrongcategoryto circumvent
the order system. Consequently, the workwaspoorly specifiedandoverloadingscheduled
resources.
2) I reviewedanddetermined actual clientneeds,toinclude businessjustification,executive
supportand funding.
3) I teamedwithappropriate SME’s(techteam) fromsome of the prime applicationsexperiencing
these requestsusingthismethodandformat as a “prototype”toevaluate constraints.We
developedtwooptions1. A ‘tentative’timeperiodforthe businessneedand2.An ‘optimum’
time period forclientswillingtosacrifice certainitems andpayforextraresources.
4) I coordinatedajointmeetingwithclientandTechteamto identifyspecificBusiness
Requirementsandwriting/matchingtowhatwouldbe technicallyfeasibleandtimeline
(Guarantee of deliverables)
5) The final wasmatchingup the hours andresources (suppliedbythe TechTeam) andthe money
for agreement(VendorManagerandmyself negotiated) betweenclientanddeliveryteam.
6) The VendorManager andI negotiatedfinal signoff of all deliverables,resources,funding witha
commiton bothsidestothe deliverytimeline andspecificactionsof bothparties(specifically
identifyingdeliverablesfromdevelopmentandacceptance onclientside of product) asthe final
contract agreement.
Result: The template isnowusedanytime there isalarge effortprojectthatisa “new”or outside
normal applicationactivityproject. UsingthisprocessandSOW form, the clientshave hadsuccessful
newproductadditionswithoutlosstotheirpresentoperatingapplicationsand appropriatelyfunded.
The mostrecentSOW involves$520Kexchange andfull migrationinto“sustaining”supportwithinthe
year. Thisnewadditionwill allowthe clientbusinessto make anaverage of $100,000/month and save
one full time headcount at$85/hour.