Effective Expectations Management
- Course:Effective Expectations Management
- Course ID:EXPMGT Duration:1 day Where: Your Office (7+ Persons)
- Download Course Description (PDF)
Available as a private, customized course for your group at your offices or ours and in some cases as a WebLive(TM) class.
Course Outline
Effective Expectations Management: Introduction
- Traditional Definition of Project Success
- Real Project Success
- The Challenge
- Agenda
Effective Expectations Management: Expectations Management
- Business Value
- Managing Project Constraints
- Managing Expectations
- Managing Projects
- In the PMBOK Guide®
- The Language of Expectations
Effective Expectations Management: Understanding Expectations
- Example Expectation Statement
- Attributes of Expectation
- Stakeholder Expectation: A Definition
- How Expectations Work
- Consonant and Dissonant Expectations
- Intensity
- Why Expectations Are Important
- What We Can Do about Them
Effective Expectations Management: Know Your Audience
- How to Manage Expectations: Overview
- Stakeholder Analysis Tools
- Prioritizing Stakeholders
Effective Expectations Management: Discovering Expectation
- Expectations Identification
- Expectations Discovery Tools
- Expectations Checklist
- Expectations Analysis Worksheet
- Expectations Chart
- Discovering Expectations within Complaints
- Project Team Expectations
- Missed Expectations
- Continual Discovery
- Confirming Expectations
Effective Expectations Management: Initiation: Setting Expectations
- Setting Customer Expectations
- Vendor Expectations
- Alignment with the Project
- Points of Project Alignment
- SOW / Charter Content
Effective Expectations Management: Managing Expectations
- Tracking Expectations
- Management Options
- Project Manager Options
- When the Project Manager Must Act
- Preventive Actions
- When Expectations Are Not Met
Effective Expectations Management: Managing Expectations during Planning
- Include Stakeholders in Planning
- Quality
- Requirements
- Respond to Unreasonable Requirements
- Responsibility Assignment Matrix
Effective Expectations Management: Managing Expectations during Execution and Close
- Periodic Confirmation of Requirements
- Status Reports
- Issue Management
- Formal Change Control
Effective Expectations Management – Wrap-up: Recap and Discussion
Course in a Nutshell
Our project delivery success depends ultimately on how close we come to meeting the stakeholders’ expectations. We must master how to identify, manage, and satisfy stakeholder expectations if we are ever to have reliably successful projects.
Effective Expectations Management can help you avoid much of the turmoil that results when expectations are not understood or managed. We’ll discuss how to define expectations, how expectations operate in stakeholders, how to discover hidden expectations, how to confirm expectations, how to manage expectations throughout the project lifecycle, the impact of expectations that are not aligned with the project plan, and steps that you can take to keep stakeholder expectations aligned with the project objectives. You will also learn how to use tools that allow the discovery and management of stakeholder and team expectations. This course, fully PMBOK® and BABOK® compliant, includes 18 hands-on exercises and facilitated discussions
Aimed At
Effective Expectations Management is intended for Project managers, managers of project managers, functional managers with project responsibility, and Project Management Office (PMO) staff.
Prerequisites
Effective Expectations Management assumes familiarity with basic project management concepts as well as some experience in the planning and execution of projects.