The Project which is handled by you is in RED, customer has
given you 4 weeks to show improvement, still nothing has
worked out. The Customer again gives 3 weeks to improve and
you do your best to improve, but nothing works out. Now the
customer is not at all happy, HOW TO CONVINCE THIS
CUSTOMER ???
- 8 Answers
- 21334 Views
- AZS, BGR Energy, Wipro, I also Faced
- E-Mail Answers
Answer Posted / praveen kumar
7 Weeks of delay after the deadline and even after that the customer is not at all happy this means for sure there is a big gap between what client's expectations as deliverable are and what the delivery team thinks that they should delivery.
Action Steps:
1. Find out what the gap is.
a. Check all the communication logs in last 7 weeks only. Phone logs, meeting notes, e-mails and service logs.
b. Check what was assured 7 weeks back to the customer and see if he have agreed to it.
c. Check what was assured 3 weeks back to the customer and see if he have agreed to it.
d. Set up a mind set that I'm not going to give the same reason again to the customer as reason for delay.
e. With this 4 points above start drafting a punchlist items of deliverables.
f. Now go back of 7 weeks and see all possible important communication logs and if any important things are missed on the punchlist to be added. If yes then add those.
Now I know what is the gap between clients expectation and delivery teams expectation. But both have not confirmed me yet.
2. Get all the excuse given by the delivery team.
With the punchlist on my hand I will have a meeting with team and get answers for each punchlist. The answers would of 3 types.
a. The requirement was not clear on the beginning, now only we are clear about this.
b. We are trying to resolve this but this needs more research.
c. The following things need to be done to complete the job.
Add the punch list with meaningful reasons on delay which can be informed to the client according to the terms of the company.
Now I have the puchlist on my hand + reasons of delay + deadline for each item.
3. Need to confirm with the client if this punchlist is right.
a. Schedule a call with the client.
b. Apologize the delay.
c. Insert as much as possible the word "Customer is right" during the communication.
d. Present the punchlist before the customer and explain each of the reasons and deadline. Make sure the reasons are not the same on what was told 7 weeks back and 3 weeks back.
e. Assign a Project co-ordicator who is going to update the client every 6 hours. Or based on the SLA time.
f. Inform the customer that if I have missed any points on the punchlist. If yes then add those.
This confirms that the punchlist is the gap between the cusotomer expectation and delivery teams expectation and a project coordinator is assigned to track the proceedings.
This should solve the problem.
| Is This Answer Correct ? | 21 Yes | 1 No |
Post New Answer View All Answers
You are a project manager for Candy Works candy factory. Your project involves reporting information from the newly installed candy-counting machine to the financial system. This will give executives the ability to see production run counts at any rime during the day. The project sponsor has promised you a bonus if you get this project completed two weeks sooner than the scheduled project end date. The bonus will come in handy on your trip to the Bahamas planned for later this spring. You've got a few remaining project activities to wrap up before you can close out the project. Which of the following is the most appropriate response? A. You tell the sponsor the project is complete and treat the remaining activities as though they're problems that came up after project closure so that you can still get the bonus. B. You tell the sponsor the remaining activities are outside the scope of the project so the project really is completed and collect your bonus. C. You tell the sponsor the stakeholders added these requirements after the project was well under way and you never agreed to include them in the project so the project really is complete, and you collect your bonus. D. You tell the sponsor you aren't going to make the two-week early completion date as there are remaining activities to finish up.
Project managers use this conflict resolution technique most often： A. Smoothing B. Confronting C. Naming D. Forcing
What are the tools and techniques used in the Initiation process? A. Project selection criteria, historical information, expert judgment B. Project selection methods, historical information, expert judgment C. Project selection criteria, expert judgment D. Project selection methods, expert judgment
You’ve just accepted a new project management assignment. The project is for a customer in a foreign country. You've requested a business analyst and two other project team members from the country the customer resides in to participate on your team. The remaining team members are from your country. You know that the best way to ensure the project team doesn’t get bogged down in cultural differences and hold up project progress is to: A. Perform team-building exercises using videoconferencing to allow team members to get to know each other and get to the performing stage of team development as soon as possible. B. Provide diversity training for all the team members to make them aware of cultural differences and teach them to function effectively as a team despite these differences. C. Establish your role as project manager as the first order of business and require compliance to company policies. D. Require project team members to read and sign the organization’s diversity policy.
Which of the following project-scheduling techniques allows for conditional and probabilistic treatment? A. GERT B. CPM C. PERT D. CPM and PERT
You are a contract project manager working with the State of Bliss. Your latest project involves rewriting the Department of Revenue's income tax system. As project manager, you have taken all the appropriate actions regarding confidentiality of data. One of the key stakeholders is a huge movie huff, and she has the power to promote you into a better position at the conclusion of this project. She's reviewing some report data that just happens to include confidential information regarding one of her favorite movie superstars. What is the most appropriate response? A. Report her to the management team. B. Request that she immediately return the information, citing conflict of interest and violation of confidential company data. C. Do nothing as she has the proper level of access rights to the data and this information showed up unintentionally. D. Request that she immediately return the information until you can confirm that she has the proper level of access rights to the data.
You are a project manager working in a foreign country. You observe that some of your project team members are having a difficult time adjusting to the new culture. You provided them training on cultural differences and the customs of this country before arriving, but they still seem uncomfortable and disoriented. Which of the following is true? A. This is the result of working with teams of people from two different countries. B. This condition is known as culture shock. C. This is the result of jet lag and travel fatigue. D. This condition is known as global culturalism.
How do you handle change request?
You are a project manager working in the automotive industry. You are performing quality control and decide to rank order the frequency of problem occurrences over time using which of the following: A. Control chart B. Pareto diagram C. Cause-and-effect diagram D. Scatter diagram
Explain the meaning of management.
Sally is a project manager working on the Resource Planning process. She should consider all of the following when developing the resource requirements output except: A. WBS B. Supply purchase policies C. Resource rates D. Special knowledge and talents
Which of the following is true regarding the project charter? A. The project charter should be published under the name of a manager external to the project. B. The project charter should be published under the project sponsor's name. C. The project charter should be published under the name of the project manager. D. The project charter should be published under the name of the project champion.
Which of the following describes the Executing process? A. Project plans are put into action. B. Project performance measurements are taken and analyzed. C. Project plans are developed. D. Project plans are published.
You are a project manager working on contract. You’ve performed earned value analysis and discovered that the project will be completed on time and under the original estimated amount. This means the profit to your company will decrease as will your personal bonus. Which of the following should you do? A. Add activities to the project to increase the cost enough to meet the original estimated amount. B. Tell the customer you're adding additional requirements to the project chat were originally cut because of cost constraints. C. Inform the customer that the project is completed and has come in under budget. D. Bill the customer for the full amount of the contract as this was the original agreed-upon price.
You are a project manager for Laurel's theater productions. Your new project is coming in over budget and requires a cost change through the cost change control system. You know all of the following are true regarding Cost Control except: A. Performance is monitored to detect variances B. Changes are reflected in the cost baseline C. Changes are monitored and reflected in the project scope D. Changes are monitored so that inappropriate changes do not get into the cost baseline
