Host: Wim Kerkhoff
Guest: James Davis
SUMMARY
Finishing well on projects to avoid zombie projects and ensure client satisfaction.
- Wim Kerkhoff and James Davis discuss the importance of finishing projects well to avoid "zombie projects" that still haven't been closed off, despite being from a year ago without any billing or outcome.
- James Davis shares how MSPs can solve this issue by having a clearly defined project process and flow, and avoiding the psychology of perfectionism that can lead to endless tweaking and delays.
Client communication and project management.
- Wim Kerkhoff emphasizes the importance of setting timelines and asking for feedback to ensure projects are completed on time and to client satisfaction.
- James Davis-SLO APAC agrees, highlighting the need for a clearly defined process and someone to own client communication to manage project engagement effectively.
- James Davis highlights the importance of empowering technical leads to think about project flow and client sign-off, rather than just task-level delivery.
- He emphasizes the need to prioritize client experience and engagement throughout the project, and not just focus on internal processes.
Project management and client communication.
- Wim Kerkhoff emphasizes the importance of having the right people on a project and managing their workload to avoid burnout and ensure focus on key tasks.
- James Davis-SLO APAC agrees, highlighting the need for frequent, face-to-face updates to keep clients informed and avoid communication breakdowns.
- James Davis emphasizes the importance of tracking issues and completing projects scope to avoid confusion and ensure client satisfaction.
- Davis suggests using a simple sign-off process, such as a 510-minute phone call, to confirm project completion with clients.
- He believes that having a structured process in place can help avoid the need for formal sign-offs and ensure that clients are satisfied with the project's completion.
Project management methodologies and their impact on delivery and accountability.
- Wim Kerkhoff agrees that it's important to distinguish between methodologies for project management, and to be aware of the different approaches (Agile, hybrid, etc.)
- James Davis-SLO APAC highlights the importance of setting expectations upfront in the sales process, and understanding the appropriate methodology for the type of project being delivered.
- Both speakers emphasize the need for a structured approach to project management, including regular feedback and closure, to ensure successful delivery.
- James Davis highlights the importance of accountability in project management, particularly when it comes to supporting new features and ensuring that the support team is aware of what they're supporting.
- Wim Kerkhoff agrees, noting that mistakes can occur when people aren't trained on the PSA workflow or policies, leading to issues with billing and reporting.
- James Davis highlights the importance of completion in project management, citing instances of missed details and lack of accountability in finance.
- He emphasizes the value of sales orders in providing visibility and accountability, ensuring that projects are properly closed and invoiced.
Project retrospectives and improvement.
- Wim Kerkhoff and James Davis discuss project management, focusing on the importance of retrospectives to identify areas for improvement.
- James Davis emphasizes the importance of documenting and actioning debriefs to improve project outcomes.
Project management best practices and team structure.
- Wim Kerkhoff and James Davis discuss the importance of having a clear process and actionable insights to improve project management.
- They also touch on the need for proper resourcing and training to support project managers in their role.
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