Information Technology Reference
In-Depth Information
The best place for discussing delivery methodology is the steering committee.
This is where top stakeholders from the customer side are available. Explain to them
why you adopted the methodology for the project and why it is essential that the
project be delivered this way. Once they are convinced, your job will become easier.
10....
Communicate Risks Early
You must keep pondering and communicating to the customer the impact of risks
on the project. Keep the customer informed about your strategy for mitigating
these risks. Get a strong stance when you need help from the customer side.
If you sweep risks under the rug and do not communicate properly, then by the
time that risk starts creeping in and affecting your project, you will face a lot of flak
for not taking a proactive approach.
You should always highlight problem areas of the project to the customer.
Customers will always appreciate your honesty. This will also build a trusting rela-
tionship with the customer.
This will also help you when any conflict arises. You can show the early warn-
ings you had communicated and thus you can avoid becoming the fall guy.
10....
Commit Less and Deliver More
Never be overzealous in taking additional assignments. It is always a better policy
to commit less and deliver more. If the customer is pushing for any extra responsi-
bility, then first assess your situation to see if you can deliver it. If it is not possible,
then a firm no is appropriate. You should also do your homework to say why it is
not possible. At best you can say that this request can be accommodated in the next
release or next assignment.
If it is comfortable for you to deliver something before schedule or something
more than what was promised by your side, then the customer will be more than
delighted and will acknowledge it. But if you committed something but could not
deliver, then it will not be taken lightly.
10....
Be Cool and Share Lighter Moments
Good leaders are the ones who keep their cool even in tough times. So even though
your projects always have deadlines approaching and you have tough times in deliv-
ering, never lose your cool. Whenever appropriate, share lighter moments with cus-
tomers. On many occasions this will help you to break the ice with the customer.
10....
Stick to SLAs
Often customers will make service requests that are not part of the original agree-
ment. If you can deliver it, then it is fine. Otherwise always keep your eyes on
