Over a two-month period, a project manager was tasked with designing and delivering utility bills, including estatements, for a utility company. A few weeks into the project, the client added new requirements. After the project manager included the new requirements, the client made even more changes.
The project manager, wanting to satisfy the client, responded that the changes would not be a problem. Near the project deadline, the client complained that the project was behind schedule. The project manager explained that more time was needed due to the additional changes.
Can you guess what happened next? Yep. The project manager was taken off the project, accused of being “too slow.”
Scope creep is what happens when changes are made to the scope of a project without any control. Changes happen throughout a project, and delivering an end product that meets your client’s needs is what you’re hired to do. But when it’s happening frequently and disrupting your team and project schedule, you need to consider what you can do to curtail it.
Here are 5 tips to keep from being crippled by scope creep.
1. Document project Requirements
Make sure you use clear, precise language and record every detail of the client’s requirements. Ensure that you get every client to agree and sign off on the scope of work. Milestones, deliverables, communication, budget, timeframe – maintain detailed documentation throughout every stage of each project iteration so you can see problems as they arise and identify scope creep before it takes over.
2. Set up Change Control Processes
If someone suggests a change, an estimate must be provided to the client, and then the client must approve or reject the change. If it is approved, the change will be incorporated into the project plan. The client will be notified – and will need to approve – if the schedule will be impacted. This process ensures that all stakeholders will remain on the same page throughout the project.
3. Verify scope with client/stakeholders
It’s important to check that you have properly understood the requirements. What you think the client means might not be what he or she meant and vice versa. Schedule some time with each stakeholder and talk them through exactly what the project is going to deliver. Have everyone sign off on the scope of work following the review.
4. Create a clear project schedule
The project schedule should show all the requirements and how they will be achieved, in the form of tasks and activities. Make sure you plan for some contingency. As previously mentioned, things can change throughout the project.
5. Obtain approval from client for each schedule and change request
Always, always, always make sure to get your client’s written approval of any changes. This way you will always have documentation, and there will never be any questions or doubts.
Scope creep is a normal part of doing business, but if left unchecked, it can cause lasting damage and broken client relationships. The key to avoiding the latter is to manage expectations and maintain strict processes.
At QuestMark we will outline the project process with you during onboarding, and make sure you are aware of the change control processes from the start. Contact us about your project today.
