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.

1. wordcampsandiego2015
EXPECTATIONS
MANAGEMENT

2. CEO
PRESIDENT
THEBIGDOGS
PRESENTERS
@karimmarucchi
KARIM MARUCCHI
REBECCA GILL
@rebeccagill

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

4. STARTANDFINISHAPROJECTWITHSOLIDEXPECTATIONSMANAGEMENT
THISMEANSINCLUDINGSTRONGSCOPINGANDCONTRACTS
SUCCESSFUL ENGAGEMENTS
#WCSD - @KarimMarucchi @RebeccaGill

5. “The first step in exceeding your
customer's expectations is to
know those expectations.”
–RoyWilliams

6. CLEARLYDEFINEDEXPECTATIONSWILLPREVENTISSUESLATER
ANDESTABLISHAPATHFORSUCCESS
SET EXPECTATIONS EARLY
#WCSD - @KarimMarucchi @RebeccaGill

7. DEFINEWHOAREYOUSELLINGTOINTHESALESPROCESS
ANDUNDERSTANDHOWTHISALTERSYOURIMPLEMENTATION
WHAT TYPE OF CLIENT IS IT?
SIMPLE COMPLEX AMATEUR
FINANCIAL
RISK
FUNCTIONAL
RISK
#WCSD - @KarimMarucchi @RebeccaGill

8. EACHCLIENTISUNIQUE
UNDERSTANDINGANDADAPTINGTOTHEIRNEEDSISCRITICAL
IDENTIFY YOUR CLIENT’S NEEDS
#WCSD - @KarimMarucchi @RebeccaGill

9. DEFINETHEPROJECTSCOPEBASEDONTHE
TYPEOFCLIENTANDTYPEOFPROJECT
SELECT THE RIGHT PROCESS
#WCSD - @KarimMarucchi @RebeccaGill
SIMPLE
PAID
DISCOVERY
PHASE
TECHNOLOGY
DRIVEN

10. SELECTTHERIGHTTYPEOFDOCUMENTTOESTABLISHABASELINEFOREXPECTATIONS
USE PROPER DOCUMENTATION
STATEMENT
OF
WORK
MASTER
SERVICE
AGREEMENT
PROPOSAL
AND
CONTRACT
#WCSD - @KarimMarucchi @RebeccaGill

11. THEMOREYOUDOCUMENTATPROJECTSTART,
THELESSYOU’LLDEBATEABOUTLATER
AGREE TO AND DOCUMENT ALL PERTINENT ITEMS
MILESTONES WARRANTIES
EXPENSES
#WCSD - @KarimMarucchi @RebeccaGill
SCHEDULE
EXCLUSIONS PAYMENT MAINTENANCECLIENT
DELAYS
DELIVERABLES

12. VERIFYYOURCONTRACTVERBIAGEMATCHES
YOURDEVELOPMENTPROCESSANDYOURTEAM’SSKILL-SET
CONTRACT VERBIAGE AND PROCESS MUST ALIGN
#WCSD - @KarimMarucchi @RebeccaGill

13. DON’TSTARTWORKUNTILTHECONTRACTISSIGNED
ORAVALIDPURCHASEORDERISINHAND
SIGNATURES BEFORE WORK
#WCSD - @KarimMarucchi @RebeccaGill

14. COMMUNICATIONISPROPORTIONATETO
CLIENTHAPPINESSANDOVERALLPROJECTSUCCESS
ONGOING COMMUNICATION IS CRITICAL
#WCSD - @KarimMarucchi @RebeccaGill

15. SCOPE CREEP ISN’T ALL BAD
#WCSD - @KarimMarucchi @RebeccaGill
IT’SGREATFORREVENUEIFYOUREQUIRECLIENTS
TOAPPROVEFORMALCHANGEORDERS
(ESTIMATESTHATDETAILCOSTANDTIMINGCHANGESWORKTOO)

16. CONTINUETOACTIVELYREACHOUTTOCLIENTSIFTHEYGODARK
DOCUMENTANYCOMMUNICATIONSOTIMEDOESN’TWORKAGAINSTYOU
MANAGE CLIENT DELAYS
#WCSD - @KarimMarucchi @RebeccaGill

17. LEARNFROMMISTAKESWITHINYOURSALESANDSCOPINGPROCESS
THOSEMISTAKESCANBECOMEYOURBESTCONTRACTTERMSANDCONDITIONS
LESSONS LEARNED = HIGHER PROFIT MARGINS
#WCSD - @KarimMarucchi @RebeccaGill

18. HOWCANWEHELPIMPROVEYOURSCOPINGANDCONTRACTPROCESS?
QUESTIONS?
#WCSD - @KarimMarucchi @RebeccaGill

19. SINCERELY-THEBIGDOGS
THANKS FOR LISTENING
@KARIMMARUCCHI
@REBECCAGILL