Vous êtes confronté à une dérive de la portée avec les clients. Comment pouvez-vous maintenir des limites sans mettre à rude épreuve la relation ?

Inspite of best efforts to have a watertight scope, occasions arise where the client expects or believes that a certain deliverable should have been included into the original scope. It is important in such cases to have a conversation at the earliest possible. It is important to understand the additional work involved. Also the relationship at stake! In case the expectation is right please honour and apologise for missing out. If its not and its not much of an effort accommodate and mention the same. If a lot of extra effort is involved talk about it and find a middle way. Additional cost and a subsidised rate so that both parties are happy. On certain occasions you may have to put your foot down and say a no or charge as per market!

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Trying to make the most of predictive approaches, writing a detailed scope statement and complementing with a WBS would help to have a better understanding of what the project is and is not. However, you need to remember that change will happen. During the project there is a process of discovery that underlies the planning and execution. This discovery often leads to a better understanding of the opportunities and needs that the project should address. You need to be open and embrace these changes because they might represent value to the customer.

Estabeleça limites claros desde o início do projeto. Defina o escopo, prazos e recursos necessários de maneira detalhada no contrato ou acordo inicial. Ter limites bem definidos sempre ajudou a evitar mal-entendidos e a manter as expectativas alinhadas com os clientes.

Establishing clear boundaries from the outset is crucial when managing scope creep with clients. Begin by defining the project scope comprehensively in a detailed contract. This document should clearly outline deliverables, timelines, and what constitutes additional work beyond the agreed scope. When a client requests additional tasks or changes, refer back to the contract as a professional reference point. Politely remind them of the initial agreement and discuss how the proposed changes align with it. This approach helps reinforce boundaries without straining the relationship, as it maintains clarity and transparency. Furthermore, approach these discussions with a solution-oriented mindset.

Mantenha um diálogo aberto e transparente com os clientes. Comunique-se regularmente sobre o andamento do projeto e qualquer solicitação de mudança. Em minha experiência, a comunicação aberta e honesta sempre ajudou a construir confiança e a gerenciar expectativas de forma eficaz.

Maintaining open communication with clients is crucial for managing expectations and addressing scope creep effectively. When clients request additional work, engage in a dialogue about the project's direction and goals. Explain the implications of scope changes, such as potential impacts on timelines, budgets, and resources. Discussing these factors openly helps clients understand the trade-offs involved in expanding the project scope. Collaboratively explore alternatives, such as adjusting priorities within the existing scope or agreeing on additional compensation for new requirements. By fostering a transparent dialogue, you demonstrate your commitment to delivering value while maintaining project integrity.

In the adaptive approach, there is an ongoing open dialog, not just with the project sponsor or product owner, but with the entire team. The changes are indeed welcomed, but this open dialogue will help to discuss from multiple perspectives what the implications are of including new components of scope; because no matter whether the project is adaptive, predictive, or hybrid, the trade-offs between the constraints of the project still exist. An open, appreciative dialogue would help to build better understanding among stakeholders, model and develop a shared vision that puts the customer at the center of decisions.

Mostre flexibilidade, mas dentro dos limites estabelecidos. Esteja disposto a considerar ajustes razoáveis no escopo, mas explique as implicações de tempo e custo. Ser flexível, mas realista, sempre ajudou a manter o equilíbrio entre atender às necessidades dos clientes e respeitar os limites do projeto.

Flexibility can indeed be valuable in managing client relationships while addressing scope creep. When a client makes a minor request that won't heavily impact timelines or budgets, consider accommodating it as a goodwill gesture. This approach demonstrates responsiveness and fosters a positive client experience, potentially enhancing future collaboration or referrals. However, it's crucial to maintain awareness of setting precedents. Consistently review requests against the initial scope and evaluate their impact on project commitments. Communicate openly with clients about any adjustments and ensure mutual understanding of the implications.

We need to develop our adaptive mindset. In our times, flexibility is a must and projects are no exception. However, there is no free lunch. That's why an open, appreciative dialogue should be ongoing, and addressing the implications of change and how it impacts other project variables should be on the agenda of this ongoing dialogue. In the end, the team would propose and give all the necessary information to allow the client to make the final decision, knowing the implications of their decisions from a systemic perspective.

Prioritizing tasks is crucial when managing scope creep to ensure project success. Evaluate new requests carefully to understand their alignment with the project's original goals. Sometimes, what appears as scope creep may introduce valuable enhancements that align with client expectations or project outcomes. In such instances, consider re-prioritizing tasks to incorporate these changes effectively without derailing the project timeline or budget. Communicate with stakeholders to validate the importance of these additions and ensure they contribute positively to project objectives.

When facing substantial additional work beyond the agreed scope, negotiating changes to the contract is essential. Start by clearly understanding the implications of the extra tasks, including required resources and time commitments. Transparently communicate these requirements to the client and discuss the necessary adjustments to the project scope and fees. Approach the negotiation with a focus on fairness and mutual benefit. Outline how the additional work aligns with the project's goals and discuss the impact on timelines and budgets. By collaboratively negotiating these changes, you ensure that both parties agree on the scope expansion and corresponding compensation.

Having a lot of changes in an ongoing project is a symptom that occurs when the discovery phase was not done carefully, taking into account the diversity of stakeholders. If this is the case, rather than running to change the contract, perhaps we should discuss what's happening as a team and perhaps getting more feedback from stakeholders can help us reframe the project to better address business opportunities. Usually, going to change the contract would bring more stakeholders to the table and it may delay the integration of the solution. A better approach would be to understand why and look for ways to reframe the project.

One of the most important things to understand is that the project is a living system. A Complex Adaptive System (CAS) that must be aligned to meet business needs and deliver value. At the same time, the organization is also a living CAS. Both systems converge to deliver value to customers, organizations and society. We need to understand the dynamics involved in this relationship, recognize how context affects everything around it, and play our cards the best way we can to deliver the expected value, which may be different from how the project was originally viewed. Perhaps this is the true meaning of adaptability.