Effective Expectations Management

 

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