Scope Creep — Keeping Scope Creep From Creeping Up On You

HandsOnWP.com @nick_batik@sandi_batik

KEEPING SCOPE CREEP FROM

CREEPING UP ON YOUAustin WordPress Meetup

October 10, 2016Presented By Sandi Batik & Nick Batik

http://handsonwp.com/


WHAT IS A PROJECT

SCOPE OF WORK?



WHAT IS A PROJECT SCOPE OF WORK?➤ The project scope is the work you have agreed to do

for your client.➤ The project scope may have expanded from the

original Project Brief➤ The Final Project Scope represents the agreed work

your client has contracted from you and your creative team.

➤ The Project Scope has been Outlined in the Statement of Work that is in your written proposal that was signed by, and AGREED TO, by your client.



YOUR FINAL PROJECT

SCOPE IS IN WRITTEN FORMAT!

We’ll talk More about that later…



WHAT EXACTLY IS SCOPE CREEP?

➤ Scope Creep is when the scope of the project gets bigger

➤ WITHOUT any changes to the budget or timeline



WHAT CAN CAUSE SCOPE CREEP?

➤ Ineffective Customer On-boarding Processes➤ Not Having a Complete Project Brief➤ Not sticking to the agreed to Scope of Work➤ Ineffective Client Relations Management➤ Lack of Consistent Processes and Systems



BEST CLIENT ON-BOARDING PROCESS SUMMARY➤ Jennifer Bourn’s Presentation — How To Implement a

New Client On-boarding Process — Setting Expectations

➤ http://www.bourncreative.com/implement-new-client-onboarding-process-set-expectations/


http://www.bourncreative.com/implement-new-client-onboarding-process-set-expectations/

http://www.bourncreative.com/implement-new-client-onboarding-process-set-expectations/


HOW DOES MY PROJECT SCOPE GET CREEPY?➤ The “Creep" part is because work isn't usually added in

obvious ways➤ It's usually in smaller less obvious ways these extra

things "creep" into a project.



SOME COMMON EXAMPLES OF CREEP ENCROACHMENTFrom your client's view:➤ “these are easy quick fixes”➤ “just a few clicks for a WordPress .Pro like you…”



SCOPE CREEP - EXAMPLE 1

Your client contracted you to set up their website. They listed all the things they wanted on the website. When they review the pre-launch site they say:

➤ “I’ve been thinking about it, and we will need another page — just a really basic text page. That’s simple— right?”



THE WORDP

RESS PRO

DOES THIS:




Your customer reviews the pre-launch site, looks up and smiles:➤ “I didn’t realize before but I think this form needs a

couple of extra fields".



THE WORDP

RESS PRO

DOES THIS:




Your client takes one last look at the site before going live, and asks:

➤ “Can we add that contact form to the bottom of the new page?”



THE WORDP

RESS PRO

DOES THIS:



RECOGNIZING SCOPE CREEP WHEN IT STARTS➤ If your client requests items that were NOT agreed to

upfront, then it is SCOPE CREEP➤ If your client asks for things that they never

communicated to you and are NOT in the written, signed proposed statement of work — It’s SCOPE CREEP.



PROJECT PROFITABILITY — DEATH BY A 1000 CUTS➤ Client Requests are usually very small things

➤ BUT small fixes and tweaks can mount up to UNPAID Hours or more work



PROJECT PROFITABILITY — COUP D'ETAT➤ Some Clients Have No Shame➤ They No Problem Asking BIG changes➤ These requests can take hours, even days to complete



ARE YOU FREAKING KIDDING ME SCOPE CREEP EXAMPLE1.Your Client contacts you to write a custom plugin.2.Working with the client, you scope the requirements.3.Your produce the plugin that meets those requirements.

4.Client “rethinks” the project upon final review and asks

you to change how the plugin works…



THE WORDP

RESS PRO

WANTS TO DO

THIS:



WHEN A CLIENT REQUEST IS NOT SCOPE CREEP➤ Client work is requested and…

➤ A written change order is issued,➤ The budget is increased,➤ Delivery Time is extended.➤ More work + more money + extended timeline =

Profit➤ Happy! Happy! Happy!



WHY UNDERSTANDING AND MANAGING SCOPE CREEP IS CRITICAL➤ WordPress Creatives and Developers usually work from

a fixed quote➤ This is why we must be meticulous in developing the

project brief and strictly stick to the agreed upon scope.

➤ If the client is willing to pay extra for those change, then great!



➤ But when the client expects those changes as part the original quote — The answer is NO.



HOW I KEEP IT FROM CREEPING UP ON ME?➤ Develop Consistent Processes & Systems and Stick to

Them➤ Produce and Use a Project Brief➤ Write and follow Written Project Scope➤ Manage your Client On-Boarding Process consistently➤ Being a Clear, Concise and Consistent Communicator➤ Practice consistent Client Relations Management



START AS YOU MEAN TO GO ON

➤ Invest In the Time to Build a WordPress Project Brief➤ Developing an accurate “Project*” Brief is as crucial as

the execution of the project itself.➤ An Accurate Project Brief will save you and your client

Time and Money➤ If you are using sub-contractors on the Project — a

detailed specification is critical to their success



WAYS TO PREVENT COMMON PROFIT-EATING PITFALLS➤ Probable Scope Creep Warning Signs…➤ A CLIENT’S HAIR IS ON FIRE➤ This is RUSH JOB!!!➤ We have to get this done — YESTERDAY!!!



TRANSLATION: ANOTHER DEVELOPER JUST FIRED THEM➤ YOU are a Creative PROFESSIONAL➤ …An Expert — That’s why they called you➤ Take control of the client and the project➤ Or they will wear you out!



BAD BRIEF = LOSS OF TIME AND MONEY➤ If you skip Client Discovery and Project Scope Definition

and start project with an Incomplete (Bad) brief,➤ Missing or incomplete information will prevent you from

moving forward on project development.➤ You have to ask client for new details and WAIT for them,➤ You'll lose more time, thus money, adding and editing

what should have been provided in the first place.➤ Valued sub-contracts may become hesitant to work with

you again – or charge a premium for the next gig,➤ Costing YOU time and money.



➤ …And the Hair-on-Fire Client will be upset because YOU missed HIS deadline and will probably hassle you about payment

➤ …Just saying



SAYING GOODBYE REALLY ISN’T HARD TO DO➤ If a client is not willing to take the time to carefully

delineate the scope of their RUSH project➤ — Wish them God-Speed and move on…



KNOW WHEN TO FOLD ‘EM

➤ Take a pass —even if you feel, I need another client this month…

➤ You do not need a client who will end up costing you money, peace of mind and professional relationships.



PERFECTING “THE ART OF THE WORDPRESS PROJECT BRIEF”➤ Learning and Using Project Brief is an investment for

your business.➤ Whether you intend to out-source part or all of the

project — Step one is listening carefully to what your client “Says what they want”

➤ Then using the “5-Whys” to drill down to what they are really after.



DON’T CLIMB DOWN THE TECHNICAL RABBIT HOLE YET…➤ Before thinking about plugins, features, requests and

anything that has to do with execution…➤ Invest all the time you’d need to figure out your

client’s project’s needs.➤ Everything they need to get from the project to make

it a successful investment their money and time



THEN AND ONLY THEN

➤ Start from the client-identified end results for the project and reverse-engineer the technical path to the goal

➤ NOW you can start thinking about plugins, features, requests and anything that has to do with technical execution

➤ A complete (Good) Project Scope increases your opportunity for a successful project that will delight the client and make you money…and please your accountant



THE 6 THINGS THAT SHOULD BE INCLUDED IN ANY PROJECT BRIEF➤ Goals of the project

➤ SMART Goals are Specific, Measurable, Achievable, Relevant, and Time Bound.

➤ Budget➤ Timeframe➤ Users and target audience➤ Design consideration and preferred aesthetic



THE 6 THINGS THAT SHOULD BE INCLUDED IN ANY PROJECT BRIEF➤ Success criteria

➤ KPI ( measurable metrics by which a project can be judged as a success (or not) in accordance with the client's primary goal)

➤ 15% increase in newsletter subscription➤ 25% more site traffic➤ Increase the amount of leads via the website by 10% ➤ Increase online conversions by 5%



HOW TO PLAN / BUDGET FOR LIKELY REVISIONS➤ Things always come up during a project ➤ Things the client forgot to mention ➤ Things the client didn't realize they needed in the first

place.



CLEARLY COMMUNICATE WITH CLIENT

➤ Client Revisions are Not Part of This Quote➤ Do you have budget set aside for any revisions?



CLEARLY COMMUNICATE WITH CLIENT

➤ Advantage — Client Knows that Change of Mind = Change of Budget & Time Line

➤ Disadvantage — Client budgeted changes lead carelessness because the client knows they can ‘always’ make changes



SOME TYPICAL REVISION AGREEMENTS➤ “Revisions are not included in the quote and are

quoted when they are requested”➤ “2 Rounds of revisions are included in the quote - this

does not include extras outside of scope and is limited to small design and functionality changes”

➤ “20 small single action revisions are included in the quote - this does not include extras outside of scope and is limited to small design and functionality changes”



SCOPE CREEP DOESN’T JUST

WEAR YOU OUT AND DING YOUR PROFIT MARGIN

— IT IS BAD FOR THE

CLIENT TOO



WHY CLIENTS NEED TO CARE ABOUT SCOPE CREEP➤ 30-hour job Creeps to a 40-hour job

➤ work gets rushed➤ time set aside for code cleanup and testing is now

gone➤ their WordPress Expert has lost enthusiasm for the

job and is not interest in working with them again



“COMING TOGETHER IS A BEGINNING;

KEEPING TOGETHER IS PROGRESS;

WORKING TOGETHER IS SUCCESS.

— HENRY FORD



PROCESS DISCIPLINE WINS THE

GAME



Sandi Batik WordPress evangelist, consultant,

trainer, curricula developer, author, unapologetic geek, unrepentant

capitalist, lucky enough to do what I love everyday. I’ve served as Austin

WordPress Meetup co-organizer since 2010. With my husband Nick Batik, co-founded Pleiades Publishing Services in 1992 and Hands-On WordPress Training

in 2010.

Follow me @sandi_batik / @WPATXContact me at: handsonwp.com

https://www.linkedin.com/in/hsandrachevalierbatik

Presenter



Nick Batik

Started in web development in 1994 and have been a WordPress consultant, and web developer since 2007. A WordPress evangelist, I’ve served as Austin WordPress Meetup co-organizer since 2010. With my partner, co-founded Pleiades Publishing Services in 1992 and Hands-On WordPress Training in 2010.

Follow me @nick_batik / @WPATX

Contact me at: handsonwp.com

https://www.linkedin.com/in/nicholasbatik

Presenter


https://www.linkedin.com/in/nicholasbatik

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Scope Creep — Keeping Scope Creep From Creeping Up On You

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