A Crucial Role for IT Project and Delivery Managers
Introduction
Expectation management is a crucial aspect of IT project management that involves setting, communicating, and aligning stakeholders’ expectations throughout the project lifecycle. Throughout my career as a Project and Program manager, Product Owner, Client Service Manager, Business Unit Manager, and as Delivery Director and Director of Customer Success & Onboarding I have seen and been part of both good and bad examples of Expectations Management. It’s a competence we can all get better at and that we should strive to continuously evolve and fine-tune as we get more experienced and mature in our professional lives. So, what does Expectations Management mean for IT project and delivery managers?
As an IT project and delivery manager, your role is to ensure that everyone involved in the project has a clear understanding of what can and cannot be achieved within the given constraints. In this blog post, we will explore the significance of expectation management, the potential pitfalls when expectations are not properly managed, and best practices to ensure successful outcomes.
What is Expectation management?
Expectation management is the process of defining, communicating, and aligning the goals, deliverables, timelines, and constraints of a project with stakeholders. It involves effectively communicating with stakeholders to establish a shared understanding of what can be accomplished and what limitations exist. This includes setting realistic expectations and continuously monitoring and adjusting them as the project progresses.
Typical Expectations in IT Project that needs to be managed:
– Clear requirements/specifications
– Defined and agreed on SOW
– Defined and agreed on Contracts / MSA
– Definition of Done (DoD)
– Definition of what Quality is
– Clear roles and responsibilities
– Clear milestones and deadlines.
Why is Expectation management so important?
Expectation management holds immense importance in IT projects for several reasons:
a. Stakeholder Alignment: By managing expectations, IT project and delivery managers ensure that all stakeholders have a clear understanding of the project’s goals and objectives. When stakeholders are aligned, they can provide valuable input and make informed decisions, leading to successful project outcomes.
b. Scope Control: Proper expectation management helps in defining and controlling the project’s scope. Clear communication of project requirements, limitations, and deliverables ensures that the project team focuses on the agreed-upon goals, avoiding scope creep.
c. Resource Allocation: Expectation management enables IT project managers to allocate resources effectively. By setting realistic expectations, they can avoid overpromising and underdelivering, ensuring that resources are allocated appropriately to meet project requirements.
d. Risk Mitigation: Effective expectation management helps in identifying and addressing potential risks early on. When stakeholders have a clear understanding of the project’s limitations and challenges, they can provide valuable input and contribute to risk mitigation strategies.
e. Relationship Building: Managing expectations builds trust and credibility among stakeholders. When stakeholders feel that their expectations are being heard and managed, they are more likely to trust the project manager’s decisions and collaborate effectively throughout the project lifecycle.
Best Practices of Expectation Management
To ensure successful expectation management, IT project and delivery managers can follow some best practices:
a. Clear Communication: Establish open and transparent communication channels with stakeholders from the project’s inception. Clearly articulate project goals, constraints, risks, and potential outcomes. Regularly communicate project updates to manage expectations throughout the project lifecycle.
b. Scope Definition and Documentation: Develop a comprehensive project scope document that outlines the project’s objectives, deliverables, and limitations. Involve stakeholders in the scope definition process and obtain their sign-off to ensure mutual understanding.
c. Set Realistic Milestones: Break down the project into manageable phases and set realistic milestones for each phase. Align these milestones with stakeholder expectations, ensuring they understand the dependencies and potential risks associated with each milestone.
d. Manage Change Requests: Implement a formal change control process to assess and manage scope changes. Evaluate the impact of each change request on the project timeline, budget, and resources before incorporating them. Communicate the outcomes of change requests to stakeholders promptly.
e. Continuously Monitor and Adjust: Regularly review project progress against set expectations. Identify potential deviations, risks, or constraints early and proactively communicate and adjust expectations accordingly. Solicit feedback from stakeholders and address any concerns promptly.
f. Stakeholder Engagement: Engage stakeholders throughout the project lifecycle. Involve them in decision-making processes, seek their input, and keep them informed of any changes or updates. Actively manage their expectations by providing realistic updates and discussing any necessary adjustments.
What Can Go Wrong When Expectations Are Not Managed?
When expectations are not properly managed, several challenges can arise, potentially leading to project failure or dissatisfaction among stakeholders:
a. Scope: Without clear expectation management, stakeholders may develop unrealistic assumptions about the project’s scope and functionality. This can result in continuous scope creep, where additional features or changes are requested without considering their impact on the project’s timeline or budget.
b. Misalignment: Lack of expectation management can lead to misalignment between stakeholders and the project team. This misalignment can cause delays, confusion, and conflicts, as stakeholders may have different expectations regarding project deliverables and timelines.
c. Dissatisfaction: Unmanaged expectations often result in stakeholder dissatisfaction. Even if the project meets the initial requirements, stakeholders may perceive it as a failure if their expectations were not effectively managed. This can strain relationships, hamper collaboration, and negatively impact project outcomes.
d. Resource Constraints: Inadequate expectation management can lead to inefficient resource allocation. When expectations are not aligned with available resources, the project may face challenges related to budget overruns, missed deadlines, or compromised quality.
e. Lack of Decision-making Clarity: Without proper expectation management, it becomes difficult to prioritize tasks and make informed decisions. The lack of a clear understanding of stakeholders’ expectations can create confusion, leading to delays, missed deadlines, and an overall chaotic project environment.
Conclusion
Expectation management is a critical responsibility for IT project and delivery managers. By effectively managing expectations, project managers can foster trust, maintain healthy relationships with stakeholders, and enhance the overall success of IT projects. Following best practices such as clear communication, scope definition, milestone setting, change request management, continuous monitoring, and stakeholder engagement will contribute to successful expectation management and project outcomes. Remember, the key to expectation management lies in open communication, transparency, and the ability to adapt and adjust as the project progresses.