What's a Statement of Work Worth?

Nothing, if it's not signed.

Imagine a project that started before all stakeholders had reviewed and then signed the Statement of Work. Imagine this same project that began incurring expenses before the "i's" were dotted and the "t's" crossed. Imagine a project team that developed deliverables on-the-fly while the delivery organization and the client were still negotiating the SOW. Oh and think about the impact on the project team as the objectives and deliverables were being defined, redefined, and restated again and again while the project was underway!

It happened. And it's probably happening right now many times over.

The downside to this is not the litigation that resulted; not even the frustration of the client and delivery organization. Nor is it the sleepless nights of the project team, project manager turnover (a total of three project managers bit the dust during the 9 month project), and overall frustration of all involved. The real tragedy here is the squandering of a really great idea and the enthusiasm of a project team because of a decision to move to execution prematurely.

Don't Leave the Oil Filler Cap Off

Our local auto dealership has disappointed us for the last time. On my last trip into the service department they, for the third time, let me down. Fortunately there IS some competition in the metropolitan area so today, when it was time for an oil change, I visited the same brand at another dealership.

Before going to the dealership, I physically inspected the vehicle and realized the former dealer's service department had left the valve cover oil-filler lid off when they did the oil change. I didn't bother mentioning this to to the new dealer's service department when I took my vehicle in for service. (Had I brought it up, I doubt they could have recorded it as their computer systems were hosed!). Anyway, when I paid for the oil change I asked if the service agent had replaced the oil filler lid. Deer-in-the-headlights stare pretty much describes what I sensed. The cashier called the service department and, no, they knew it was missing but hadn't bothered notifying me nor did they take the initiative to replace it. I bought one while I was there and replaced it myself before driving off the lot!

Now, why did I have to do that?

As consultants, it is our obligation to be "trusted advisers" to our clients. Clients should have reason to trust us. I have every confidence that my clients won't have to buy an oil filler cap to complete the agreed service. Hey, it's not even about going above and beyond expected service. It's really all about doing what's right, keeping our eyes open and delivering solid, reliable, and trusted service.